Grant White

The contact centre kill chain methodology

The contact centre kill chain methodology

Criminals are using increasingly sophisticated techniques and technology to defraud contact centres. While fraudsters vary their tactics and are consistently modifying their approach, attacks follow a similar phased approach we call the Contact Centre Kill Chain,...
Safer communications for the public sector

Safer communications for the public sector

During critical situations, citizens use the phone to seek urgent assistance. It is therefore essential to maintain telephone services through unforeseen events. There are many risks that affect your ability to answer calls, such as adverse weather, technical...
The impact of PSD2 on contact centres

The impact of PSD2 on contact centres

By securing digital channels, PSD2 aims to make payments safer and increase consumer protection. However, without equivalent security on the telephone channel, contact centres will become more vulnerable and risk frustrating legitimate callers. There is a solution,...