White paper: How social disruption drives contact centre fraud

In times of crisis, professional fraudsters react fast. They play on public fears, exploit overstretched systems, and take advantage of unusual times to camouflage suspicious behaviours.

But they’re not the only threat to organisations working, in extremes, to protect themselves and their customers. Social and economic disruption creates new fraudsters too.

Under fresh pressure, and presented with fresh opportunities, trusted employees will also break the law — defrauding the company they work for, for example, by stealing the Personally Identifiable Information (PII) it holds.