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


Air Date: June 19, 2019
Time: 2 pm ET
Presenters:

Andrew Gilliam , Craig Pentz

Moderators: Erica Marois
Sponsor:

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!


Presenters
Andrew Gilliam, ICMI Featured Contributor
Andrew Gilliam
Associate Analyst , HDI & ICMI | Informa Tech

Andrew Gilliam is a passionate Customer Experience innovator and change agent, with a background in IT support and customer service. He now serves as one of ICMI's in-house subject matter experts, writing and speaking about trends and best practices in the Contact Center industry. Before joining ICMI, Andrew was among their 2019 Movers & Shakers and Top 50 Thought Leaders for multiple years.

Join Andrew (@ndytg) for #ICMIchat on Twitter, Tuesdays at 1 ET/10 PT; connect with him on LinkedIn; discover more at andytg.com.

 

 

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.



Moderators
Erica Strother headshot
Erica Marois
Content Marketing Specialist, 8x8
A passionate connector of people, Erica Marois is a customer and employee experience enthusiast who loves helping others find unique solutions to their biggest challenges. She has 12+ years of experience in content creation and community building and volunteers as a facilitator for CX Accelerator. A content marketing specialist with 8x8, Erica works from home in Richmond, VA, where she lives with her husband and their lab-mix, Quinn. Outside of work, she loves cooking, traveling, and reading.

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Topics: Strategy, Employee Experience, Best Practices