Cybersecurity call center Call centers becoming cybersecurity help desk. (Source: Shutterstock)

Credit union contact center employees, who are now handling more than calls, are trying to strike a balance between acting as crime scene investigators checking identities and helpful agents attempting to sustain or improve the member experience.

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Roy Urrico

Roy W. Urrico specializes in articles about financial technology and services for Credit Union Times, as well as ghostwriting, copywriting, and case studies. Also: writer/editor of a semi-annual newsletter for Association for Financial Technology since 1997 and history projects funded by the U.S Interior Department, National Park Service and Warren County (N.Y.).