João Safara of Talkdesk discusses how you can improve security amongst remote workers by tracking agent activities in real time.
Now that your teams have successfully transitioned and adapted to a work-from-home (WFH) routine, it’s time to consider new strategies to keep business operations running smoothly.
One of the primary concerns in a WFH environment is information security. 75% of IT leaders say employees have put data at risk in the last year.
Another survey has shown that 62% of Wi-Fi-related security incidents happen when employees use networks in public spaces. Another 27% of workers admit to opening emails and attachments from unfamiliar senders.
These numbers should not be taken lightly. One simple security breach is enough to jeopardize customer relationships and create a negative impact that ripples across the entire organization.
Here are some tips and solutions to track agent activity while reinforcing information security in a remote-work setting.
1. Rely on the Power of Dashboards
Security dashboards are ideal to keep an entire team informed with real-time data. Select the most important KPIs and monitor them remotely.
Solutions such as Talkdesk Guardian, a first-of-its-kind security suite for enterprise cloud contact centres, proactively monitors the threat landscape to protect against insider threats, fraud, identity theft and privacy issues.
2. Do Not Neglect the Potential of AI
Security tools and dashboards infused with artificial intelligence (AI) identify trends, spot out-of-pattern activity and detect both performance pitfalls and possible security threats.
Look for comprehensive reporting capabilities to examine each incident and act fast on any suspicious activity.
3. Create a Strong Interpersonal Foundation
AI-powered tools and state-of-the-art processes are wasted without proper agent training and communication on potential threats and mitigation strategies.
Utilize training techniques that engage agents and clearly explain their critical role in data security. New strategies to develop staff while fostering interpersonal bonds include gamification tools and mentoring programmes.
João Safara
A remote workforce presents new challenges in protecting organizational and customer data. New challenges require new strategies to ensure information security.
An approach that includes a mix of training, remote management tools and automated proactive processes will greatly improve threat identification and response time and build an ironclad data security model.
Author: Guest Author
Published On: 24th Sep 2020 - Last modified: 15th Aug 2022
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