We Now Live At The Intersection of BPO And Cybersecurity

We Now Live at the Intersection of BPO and Cybersecurity

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A recent blog post from Alorica caught my attention, discussing the burgeoning potential of artificial intelligence (AI) bots taking over a wide array of tasks. Microsoft has recently incorporated the ChatGPT model from OpenAI into their Teams office software, enabling users to utilize an AI-powered personal assistant.

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The prospect of delegating tasks such as finding a charming hotel in Paris or seeking recommendations for local shows in an unfamiliar city to my AI assistant is quite intriguing. However, the blog post also cautions that as we increasingly rely on bots for these services, we inadvertently heighten the risk to our personal data.

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This issue is paramount to every company operating in the business process outsourcing (BPO) sector. Protecting this data becomes critical as we handle processes for clients that require end-customer data.

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Data protection was more straightforward in the past when servers were physically located in the office, and access was limited to authorized personnel. However, the advent of remote and hybrid work models and the rise of cloud computing has transformed how we safeguard data.

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Despite these challenges, there are more viable solutions than reverting to the network designs of the past decade. The benefits of cloud computing are too significant to ignore. As suggested in a CIO article, security must now be a top strategic priority for executives planning processes that involve critical applications and data.

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Fortunately, there are tools available to assist us. AI, for instance, is proficient at locating available hotel rooms and can be deployed to monitor network traffic and generate alerts for any unusual activity. This enables network administrators to promptly investigate potential data breaches.

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In the era before cloud computing and AI, a network breach could persist for months unnoticed. Although infiltrating was more difficult, once inside, there were no immediate alarms. Hackers could discreetly observe your business activity or extract data from your servers.

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Addressing this issue requires BPO executives to adopt a two-pronged approach. Firstly, a fresh perspective on network management is needed with emphasis on intelligent, real-time systems that can monitor the network and cloud infrastructure designs that limit the extent of damage even if a breach occurs. This is akin to the design of an ancient castle, complete with a moat and multiple inner walls, where any breach is quickly contained.

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The second aspect revolves around fostering a culture of shared responsibility. Information security is no longer the exclusive domain of the CIO. Everyone, at every level of the organization, must contribute and understand the potential avenues for hackers to infiltrate your network.

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Phishing attacks remain prevalent and are no longer limited to email attachments. They can even originate from unknown connections on LinkedIn. Given the evolving complexities of cybersecurity threats like phishing, brands must collaborate with CX companies with a proven track record in trust & safety and cybersecurity expertise, ensuring operational efficiency and robust data protection.

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CIOs must become storytellers. They must engage everyone in the organization in the security narrative, raising awareness that the protection of client data is a collective responsibility. This must be done in a manner that engages the team rather than overwhelming them with technical details about network or cloud design.

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Every BPO must prioritize security. We are not merely at the crossroads of BPO and cybersecurity; these fields are now inextricably linked.

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Let me know what you think by leaving a comment here or get in touch directly via my LinkedIn. You can follow the Alorica page on LinkedIn here or visit our website here.

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