If security and customer experience is a balancing act, then why do contact centers have both the most fraud (61% of all organizational fraud losses, according to Aite Group) and the worst user experiences?

Short answer: old technology and even older ways of thinking. But the tide is turning, and to help we’ve profiled four modern strategies (in global-scale production today) that forward-thinking organizations like USAA are using to fight fraud and revolutionize the customer care experience.

In this plain-language how-to guide, you’ll learn how these modern contact center strategies can dramatically improve your own organization’s bottom line by minimizing fraud, friction, and the total cost of operations.