Could your contact center be your next security gap?
For many organizations, the answer is yes.
Fraudsters are targeting live conversations where urgency overrides process.
According to Verizon, the human element remains a leading factor in breaches. Mutare found 89% say Multi-Factor Authentication (MFA) is not enough and 30% of fraudulent callers authenticate successfully.
This month's Market Pulse, featuring VP of Information Technology, Billy West, explores:
Why fraud has moved to conversations
How deepfakes increase misplaced trust
Where workflows fail first
What leaders should do now
Leading organizations won’t add friction everywhere.
They’ll build smarter controls where trust is tested most.
Billy West VP of Technical Infrastructure Operations for Working Solutions
The Trust Perimeter
AI is accelerating fast. Trust is not.
In this month’s Market Pulse, Billy West explains why customer service now sits on the front line of cybersecurity, and what leaders must rethink next:
Why fraud now targets conversations, not just systems
How deepfakes raise the risk of misplaced trust
Where weak workflows create real exposure
What smarter controls look like without adding friction
If trust matters to your business, this is required reading.
Why Onshore CX Outsourcing Delivers Empathy, Performance and ROI
Onshore CX isn’t a cost premium. It’s a performance multiplier.
With contact center attrition still topping 30% industrywide, replacing a single agent can cost $10,000–$20,000 in recruiting, onboarding and lost productivity. The math is simple: stability, empathy, and operational rigor drive stronger outcomes, and stronger ROI.
If customer trust is your growth strategy, onshore execution isn’t optional. It’s strategic.
