Services

My security audit provides a comprehensive evaluation of your current security processes, identifying opportunities for improvement and quantifying their impact on customer experience, agent effectiveness, and operational efficiency.

• Quantify the true business impact of your current security processes
• Identify specific friction points affecting customer satisfaction and loyalty
• Uncover hidden operational costs and inefficiencies in your security approach
• Benchmark your performance against industry standards and best practices
• Receive actionable recommendations prioritized by business impact and implementation effort

I help organisations develop a strategic security roadmap that balances usability, efficiency, and security. This roadmap provides a clear, phased implementation plan tailored to your specific organisational context and priorities.

• Transform insights into a practical, actionable implementation plan
• Develop a phased approach that delivers early wins while building toward strategic goals
• Align security improvements with broader organisational priorities and initiatives
• Build stakeholder consensus with clear milestones and expected outcomes
• Reduce implementation risk with proven methodologies and realistic planning

My book, "Unlock Your Call Centre," provides a comprehensive framework for transforming call centre security. Based on a decade of experience implementing modern security solutions, it offers practical guidance, tools, and examples to help you improve security while enhancing customer experience and operational efficiency.

• Access a proven step-by-step methodology for call centre security transformation
• Utilize practical tools like the Security Path Visualization to assess your current state
• Understand the trade-offs between different authentication methods and approaches
• Learn from real-world implementation examples and case studies
• Build effective business cases that gain stakeholder support for security investments

The Modern Security Community is a network of professionals dedicated to improving call centre security practices. Founded to promote knowledge sharing and implementation excellence, this community brings together practitioners, vendors, and experts to advance the field of modern call centre security.

• Connect with peers facing similar challenges in implementing modern security methods
• Access exclusive resources, research, and implementation guidance
• Participate in specialised workshops and knowledge-sharing sessions
• Stay current with emerging trends, threats, and best practices
• Contribute to advancing standards and methodologies in the field

I help you navigate the complex landscape of security technology vendors, providing objective analysis and structured evaluation frameworks to select the right partner for your specific needs.

• Cut through marketing claims to identify solutions that truly fit your requirements
• Avoid common selection pitfalls that lead to implementation challenges
• Develop meaningful evaluation criteria focused on business outcomes
• Structure effective RFPs that elicit comparable, actionable responses
• Strengthen negotiating position through market insight and vendor understanding

I provide independent quality assurance of vendor deliverables, ensuring they meet not just technical specifications but deliver the business outcomes you need.

• Identify potential issues before they impact your business operations
• Ensure vendors deliver solutions that meet your business needs, not just technical specs
• Receive expert interpretation of technical design and implementation implications
• Bridge communication gaps between technical teams and business stakeholders
• Maintain leverage in vendor relationships through independent assessment

I design customer journeys for registration and authentication that balance regulatory compliance, privacy concerns, and customer experience to maximise adoption rates.

• Increase customer adoption rates by up to 90% through optimised journeys
• Reduce customer effort while maintaining robust security
• Ensure regulatory compliance while minimising customer friction
• Design effective exception handling for special customer cases
• Leverage proven approaches from implementations covering 25+ million users

I help you identify the optimal implementation sequence that balances speed, risk, and business impact, focusing first on the customer segments and business units most likely to deliver early wins.

• Accelerate time-to-value by targeting high-impact, low-risk segments first
• Build organizational confidence through early successes and controlled expansion
• Reduce implementation risk through phased, testable approaches
• Generate meaningful performance data to guide optimisation
• Minimise disruption to operations during deployment

I design the business processes and operating models needed to sustain modern security technologies, ensuring they continue to deliver value long after implementation.

• Ensure your security solutions remain effective long after initial implementation
• Clarify ownership and accountability for key security management activities
• Reduce response time to security incidents through well-defined processes and roles
• Minimise the operational impact of edge cases and exceptions

Having trained thousands of frontline agents, team leaders, and managers, I develop tailored training programs that ensure your teams understand not just what to do, but why it matters.

• Increase customer adoption rates through improved agent advocacy and confidence
• Reduce training time and costs with focused, efficient learning approaches
• Equip agents with effective responses to common customer objections and concerns

My Voice Biometrics Healthcheck evaluates the end-to-end performance of your implementation, using my Value Chain methodology, identifying opportunities to increase registration rates, improve authentication accuracy, and enhance the customer experience.

• Identify specific opportunities to improve registration and authentication rates
• Uncover root causes of suboptimal performance in your implementation
• Benchmark your performance against industry standards and best practices
• Receive practical recommendations you can implement quickly
• Maximise the return on your existing voice biometrics investment

I provide specialised expertise for organizations transitioning between voice biometrics platforms, whether moving from on-premises to cloud solutions or switching vendors entirely.

• Maintain service continuity throughout the transition process
• Preserve voiceprint quality and security effectiveness during migration
• Manage customer expectations and experience during platform changes
• Ensure appropriate knowledge transfer between solutions
• Validate performance of the new system against established benchmarks

I help you understand and mitigate the evolving threats to voice biometric systems, from presentation attacks with synthetic voice technologies to insider risks, ensuring your defences remain effective.

• Stay ahead of emerging threats with up-to-date vulnerability assessment
• Balance security effectiveness with customer experience
• Identify and address process weaknesses that could be exploited
• Develop appropriate monitoring capabilities to detect attacks
• Create effective response protocols for potential security incidents

I provide expert guidance during security incidents or media crises, helping you respond effectively to minimise damage and protect your reputation.

• Receive rapid expert assessment of security incidents
• Minimise damage through appropriate containment strategies
• Develop effective stakeholder communications that maintain trust
• Implement appropriate measures to prevent recurrence

I provide investors with independent analysis of the call center security market, including technology trends, competitive dynamics, and growth opportunities.

• Gain objective perspective on vendor claims and market positioning
• Understand real-world implementation challenges and adoption drivers
• Identify emerging opportunities across different industry verticals
• Assess competitive positioning beyond marketing materials
• Evaluate investment opportunities with insight from both vendor and end-user perspectives

I provide strategic guidance to technology vendors and service providers on market positioning, competitive differentiation, and go-to-market strategies.

• Develop strategies grounded in market reality and implementation experience
• Identify genuine differentiation opportunities in a crowded marketplace
• Create compelling value propositions that resonate with decision-makers
• Focus resources on the most promising market segments and approaches
• Understand customer buying processes and decision criteria

I help technology vendors refine their product strategies and development priorities based on deep understanding of end-user requirements and market opportunities.

• Focus development resources on capabilities that drive real customer value
• Avoid common product development pitfalls that reduce market acceptance
• Understand implementation realities that affect product adoption
• Identify genuine market differentiators that will resonate with buyers
• Develop more effective go-to-market messaging based on customer priorities

I work with technology vendors to develop authentic, credible content that resonates with potential customers and addresses their real business challenges.

• Create content that genuinely resonates with target customers
• Build market credibility through authentic thought leadership
• Develop materials that address real business challenges, not just technical features
• Differentiate your offerings through credible, experience-based content
• Generate higher-quality leads with content that speaks to decision-makers

I offer expert witness services for legal proceedings related to call centre security, voice biometrics, authentication systems, and fraud prevention. Drawing on my extensive implementation experience and industry knowledge, I provide clear, credible testimony that helps courts and legal teams understand complex technical and operational issues.

• Access specialized expertise in call centre security and authentication technologies
• Receive clear, accessible explanations of complex technical concepts for non-technical audiences
• Obtain independent assessment of industry standards and best practices
• Support your case with credible testimony based on real-world implementation experiences