As Pete and Jeff have said, regular security and compliance training and reviews are a must do. When these trainings and reviews are done in your physical contact center(s) where all your staff is located you can feel pretty secure as you can also actually see your people and their workspaces. What if you also have remote/hybrid/outsourced agents? You most likely can't see their workspace. You can't see if someone else is able to view their screen(s). You can't see if they have a cellphone that could take a picture. You can't even see if it's really the person you hired at the computer or if they are working from where they said they would be. You are managing by hope and a prayer. You need CollaborationRoom.ai and your problem is solved.

People are always key and 80% of vulnerabilities can be avoided with consistent and robust training that is easy to understand and seamless to implement. The other breaches are tougher to avoid and require a multi-layered network security approach preventing employee and vendor access to as much data as possible for example requiring customer IVR use for credit card transactions. Often companies have these technologies but choose not to deploy them for fear of a compromise to performance KPIs. But customers also benefit from a skill up from a confident and knowledgeable agent that doesn’t sound scripted.

No Brasil, está em vigor a Lei Geral de Prote??o de Dados – LGPD - In English-( General Data Protection Law – GDPL). Esse é o parametro legal que as empresas se obrigam. Em tese, o "call center" deve ter um responsável para agir em caso de vazamentos. A empresa deve treinar os colaboradores, explicando as responsabilidades em eventuais viola??es. Deve adotar medidas preventivas, usando a tecnologia, restringindo o acesso de pessoas aos setores mais sensíveis. Deve haver várias camadas de seguran?a, com senhas refor?adas e impedindo o acesso a pessoas n?o autorizadas. Acompanhe o avan?o tecnológico, monitore sua equipe, esteja atento aos golpes mais comuns. Fa?a reuni?es constantes e compartilhe de novidades que descobrir.

I would also like to add that systems, passwords, etc are all a part of the solution. Reality is, if agents work remotely, you have no idea if their workspace is secure. You don't do a security check on the people they live with, do you? Zoom, Teams, Meets, etc are not on the entire time they are working and even then, without second person detection or cell phone detection you don't know for sure. CollaborationRoom.ai is the solution to the security/compliance issue, as well as to engagement, effective training, coaching, assistance, productivity, and retention. One tool, many applications.

Regular security training is a top priority, ensuring that everyone recognizes phishing tactics and understands the proper handling of sensitive data. I also enforce strong password policies paired with two-factor authentication for added protection. Additionally, keeping our systems updated and patched is critical to safeguarding against known vulnerabilities. Frequent audits and system reviews help catch any weaknesses early, ensuring our defenses remain strong.