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Alex Noble

Account Director
McAfee
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10 Jan 2008
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London
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Followed by John Sims, Martha Boyle and 5 others you follow
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Alex's opinions

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Alex Noble

Man in the middle fraud in call centres

Never one to post only on up to the minute stories, the blog was quite interested in the Finextra report a fortnight ago on "man in the middle" fraud in call centres. I just haven't had a chance to write on it until now. Traditionally, man in the middle fraud has been more associated more with the web channel than the telephone channel...

27 July 2009 /security /retail

Alex Noble

Contact Centre impersonation arrives in the UK

I wrote yesterday on the problems the Commonwealth Bank of Australia was having with a phishing attack that caused customers to call a fake contact centre that impersonated the bank's centre and captured their credit card details ("Phishing fraud steps up a new level with fake bank IVR & contact centre"). It now seems that this frau...

05 June 2009 /security /retail

Alex Noble

Phishing at a new level with a fake bank contact centre

I normally focus the blog on Europe, but this story from Australia shows a very alarming new level of fraud. In this case fraudsters have targeted Commonwealth Bank of Australia customers with a fake IVR and call centre. The story ( fully available at APCmag.com here ) is very worrying. It shows that fraudsters are graduating from e-mail phishing...

04 June 2009 /security /retail

Alex Noble

Axa to create 600 new UK contact centre jobs

A piece of good news reported on CCF, "AXA to create 600 jobs". I was particularly interested to see that these jobs are onshore in the UK. The blog has looked at Axa contact centres before, at least the Swiftcover bit of the business) in the post "Are call centres so bad they hinder business?", so it's good to see that anoth...

27 May 2009 /retail

Alex Noble

FSA determines offshore call centres a risk - finally!

I seem to hear the sound of a stable door being shut, and long after the horse has bolted. The FSA seems finally to have realised that offshore call centres can constitute a risk in financial services. This is not to say all centres, but that offshore centres managed and compliant only to local standards may not protect consumer data that well. In...

08 May 2009 /security /retail

Alex Noble

Sallie Mae - Customer service or protectionism?

An interesting story on Finextra that Sallie Mae is looking to bring back onshore around 2,000 jobs. It's a trend that so far in Europe has been primarily associated with customer service. I've covered some other business that have brought work back onshore in previous posts (see "Despite the credit crunch, still call centre growth at Barc...

08 April 2009 /retail

Alex Noble

HSBC redundancies and their call centres

It's always sad to see bad news on jobs and HSBC's announcement last week was no exception. The BBC report is that while the bank says that 1,200 jobs are at risk, the unions are talking about up to 3,000 jobs potentially going. The jobs will go at an operation centre in Leamington Spa, (for about 280 positions), London will loose about 150 jobs ...

30 March 2009 /retail

Alex Noble

BBC Moneybox on Speech Recognition for banking

I appreciate the BBC Radio's weekly personal finance program 'Moneybox' may not be something that all of my blog readers are aware of, but this week it's been looking at speech recognition and biometrics as a way of authenticating customers. The article on their website is here and the podcast/recording is here. The reason for the interest is t...

09 February 2009 /security /retail

Alex writes about

  • security
  • payments
  • regulation & compliance
  • retail banking

Alex's opinion archive

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Latest groups joined by Alex

  • Innovation in Financial Services

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  • European Contact Centre Blog
  • Finextra
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