Spoofed by Next Caller, a Pindrop® Company: Recent Episodes
Sam Espinosa
Next Caller interviews industry experts to discuss how the contact center is innovating to deliver a better customer experience over the phone and how businesses are adapting to new challenges presented by fraud and COVID-19.
Jenny Radcliffe—aka “The People Hacker”—is a force to be reckoned with. Jenny is a world-renowned Social Engineer, hired to bypass security systems through a no-tech mixture of psychology, con-artistry, cunning and guile. She can diffuse a crisis situation, talk her way into a secure building, and spot a psychopath at a hundred paces. She has been called a mind reader and a “human lie detector,” and likened to a Jedi Knight. In reality, she is an expert in social engineering (the human element of security), negotiation, persuasion and influence, and non-verbal communication and deception—using her skills to help clients ranging from global corporations and law enforcement organizations to poker players, politicians and the security industry. Jenny speaks with Next Caller about his past, how fraud has evolved during COVID-19, and how in many ways fraudsters remain the same.
Brett Johnson was responsible for refining modern financial cybercrime as we know it today. After being placed on the United States Most Wanted List, captured and convicted of 39 felonies, Brett promptly escaped prison. Captured again, Brett served his time, accepted responsibility, and found redemption through his loved ones and the help of the FBI. Today he is considered a leading authority on internet crime, identity theft, and cybersecurity. Brett speaks with Next Caller about his past, how fraud has evolved during COVID-19, and how in many ways fraudsters remain the same.
Dan Gingiss is a keynote speaker and experience coach with more than 20 years of professional experience at companies like McDonald’s, Discover, and Humana. Dan talks to Next Caller about new challenges that face contact centers and how to create experiences that customers can’t wait to talk about with their friends and followers.
Jordan Telman, Senior Business Operations Manager at DISH, joins Next Caller to discuss how DISH is innovating to deliver a better customer experience over the phone. Jordan also discusses the initial impact of COVID-19 on the contact center and how they are adapting to new challenges.