As the world comes to terms with the new normal, financial services and insurance firms must learn to balance good CX with proper fraud detection.
Download this study and read about how:
- Firms have seen a 42% increase in year-over-year call volume because of the pandemic
- 83% of firms rely on contact center agents to be the first line of defense in identifying suspicious behavior, treating many genuine callers as fraudulent can create negative CX
- Firms are turning to advanced, ML-driven account risk detection solutions to identify suspicious activity faster, increase customer trust, and reduce fraud instances.
A commissioned study conducted by Forrester Consulting on behalf of Pindrop