Data breaches are a common concern for anyone in the digital world. No matter how we choose to collect and protect the information, there will always be criminals hoping to steal and share these valuable details. Unfortunately, as the world’s path to digital transformation accelerated in 2020, driven by the demands of COVID-19, the number of security issues increased.
With more conversations and transactions happening online than ever before, endless companies found themselves searching for new ways to protect customer information.
The good news is that although the threats in the contact centre are rapidly evolving, the technology available to counter those attacks is beginning to appear too. Here’s what you need to know about overcoming the biggest data security issues for CX.
Security Starts with the Contact Centre
Customers need to feel as though the information they share with contact centre agents and reps is safe and secure. This means that businesses of all sizes need to prove that they’re doing everything they can to stay compliant with GDPR, PCI, and countless other regulations.
Over the last few years, global fraud in the contact centre has risen by more than 45%. This significant spike in attacks may be connected to a range of changes in the business landscape, though many contact centres believe that social engineering is one of the biggest problems. As employees spend more of their time working online and interacting with digital tools, it’s not always easy to see which requests for information are safe.
Stronger policies and better guidance for team members will help to reduce the risk of employees accidentally allowing criminals access to valuable information. The path to security begins with better passwords and stronger control options. For instance, employers should be able to revoke access to data as soon as an employee leaves the company. However, it’s also worth considering new security measures for remote and hybrid workers too, like offering VPNs for safer connections.
