Event: Transforming Call Centre Security: The ROI and Business Case Explained

Hosted by:
Matt Smallman
Matt Smallman
Thursday 9 November 2023
16:00 - 16:45 GMT




This event has finished. You can watch the event replay here:

Improving Call Centre Security: ROI and Business Case Explained

About the event

If you:

  • Don’t know the current cost and impact of your call centre’s security processes?
  • Are struggling to justify the costs of improving them?
  • Know that modern Security technologies like Voice Biometrics and Network Authentication improve your call centre’s efficiency, usability and security, but don’t know by how much?
  • Want to know if their ROI really stack up for your unique context?

Then this event is for you.

Join this expert-led event that explains, step by step, the business case and ROI for improving your call centre’s security processes. Matt has more than a decade of experience making the case for transformative technologies at some of the world’s most commercial organisations; in this session, he will:

  • Break down the key metrics of call centre security
  • Detail the business case benefits you can expect from implementing new technologies.
  • Demonstrate how to calculate the impact on call centre efficiency, security and usability.
  • Construct a security path visualisation to communicate the impact of improvement.
  • Provide actionable insights from his experience to help you make the emotional and rational case for change.
  • Answer your specific questions to tailor the process to your unique context.

This session is for business and technology leaders who want to transform their organisation’s call centre experiences but who may not have the time or resources to make the case. Take advantage of Matt’s unique experience and tools to shortcut the process.

Don’t miss this opportunity to turn your call centre into a more secure, efficient, and customer-friendly operation. Register today to secure your spot.


Matt Smallman
Matt Smallman

Matt is the author of “Unlock Your Call Centre: A proven way to upgrade security, efficiency and caller experience”, a book based on his more than a decade’s experience transforming the security processes of the world’s most customer-centric organisations.

​​Matt’s mission is to remove “Security Farce” from the call centre and all our lives. All organisations need to secure their call centre interactions, but very few do this effectively today. The processes and methods they use should deliver real security appropriate to the risk, with as little impact on the caller and agent experience as possible. ​​Matt is an independent consultant engaged by end-users of the latest authentication and fraud prevention technologies. As a direct result of his guidance, his clients are some of the most innovative users of modern security technology and have the highest levels of customer adoption. He is currently leading the business design and implementation of modern security for multiple clients in the US and UK.

Local Start Times

  • San Francisco - Thu 08:00 am PST
  • New York - Thu 11:00 am EST
  • London - Thu 04:00 pm GMT
  • Paris - Thu 05:00 pm CET
  • Tokyo - Fri 01:00 am JST
  • Sydney - Fri 03:00 am AEDT

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