How to Mitigate Fraud, Reduce Customer Friction, and Boost Productivity

Date Aired: June 19, 2019
Time: 2 pm ET
Presenters: Andrew Gilliam , Craig Pentz
Moderators: Erica Marois

Watch the webinar video below.

Are you ready to reap the benefits of more satisfied customers, happier agents, and more accurate and secure data? Join us on June 19th!

According to 2019 research, almost half (46%) of contact centers are unhappy with their current authentication method. While implementing fraud mitigation measures can often feel like a burden, contact centers can benefit tremendously from better data intelligence & authentication practices. From more personalized service to greater operational efficiency and a more effortless experience, the opportunities are exponential. Are you ready to reap the benefits of more satisfied customers, happier agents, and more accurate and secure data? Join us on June 19th!

During this webinar, you will learn:

  • The latest best practices in fraud mitigation, which will help you protect both your customers and your contact center
  • How to identify critical points along the customer journey that can improve the overall experience—for agents and customers
  • How and why data intelligence plays a crucial role in driving operational efficiency

Join us for an interactive and informative hour, filled with practical tips, and complete with live audience Q&A. 

Watch Now!

Andrew Gilliam, ICMI Featured Contributor
Andrew Gilliam
Helpdesk Consultant, Western Kentucky University

Featured ContributorAndrew Gilliam is a passionate customer experience innovator and change agent. He's developed new employee portals, created effective surveys, and built silo-busting escalation systems. Andrew's background in Information Technology put him on the front-lines of customer service as an ITS Service Desk Consultant for Western Kentucky University. His vision: deliver Amazing Customer Service and Technical Support™.


Craig Pentz Neustar
Craig Pentz
Vice President of Sales, Neustar
Craig Pentz currently serves as Vice President of Sales at Neustar, responsible for the company’s fraud, risk and compliance business. He has held multiple leadership roles during his tenure at Neustar, and brings 20+ years of experience in the application of consumer data and analytics to help business partners of Fortune 1000 enterprises detect fraud, mitigate risk, tackle complex compliance challenges in improve the efficacy of marketing spend. Prior to Neustar, Mr. Pentz played a significant role in the development of TARGUS Information Corporation’s information services business which culminated in its $650MM acquisition by Neustar in November of 2011. He is a 1995 graduate of the Pennsylvania State University.

Erica Strother headshot
Erica Marois
Content Manager, ICMI

Erica Marois is the Content Manager at ICMI. With a background in marketing, public relations, and social media, she brings more than ten years of community management experience to ICMI. Having been at ICMI for more than 5 years now, she's also become a thought leader in the customer experience space. Erica manages ICMI's robust network of community contributors - 500 strong! She also hosts ICMI's weekly tweet chats that feature dynamic, interactive discussions with thought leaders and innovators in the contact center community. In addition, she produces ICMI's webinars and many other content initiatives like Contact Center Insider newsletter. Lastly, Erica employs her creative viewpoint on community engagement at ICMI events, managing ICMI's Global Contact Center Awards Program, and Movers & Shakers initiative, as well as working with attendees to enhance their event experience. Erica is a connector of people - in any medium - and loves bringing contact center leaders together to solve problems.

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Topics: Strategy, Employee Experience, Best Practices