Overcoming Big Data Security Issues in CX

Avoiding common data breaches

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Big Data Security
Data & Analytics

Published: February 24, 2021

Rebekah Carter

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.

Protecting the Customer

Using multiple layers of security and control in the contact centre helps to reduce the risk of employees accidentally exposing data to risk. However, it’s also important for contact centres to think carefully about the interactions they have with customers and the rising issues of fraud in the market. It’s becoming increasingly easy for people to access passwords and username information in the digital world. Companies may need to start putting new strategies in place to protect against these issues.

Two-factor authentications are a good first step for many contact centres, as it allows for an extra layer of account protection. However, there may also be scope to add further intelligence to the protection and security strategy. For instance, voice biometrics are a fantastic identity validation technique that could reduce the number of fraudulent issues in contact centres significantly.

In the future, we could move beyond using passwords and codes to access important details and start using unique voiceprints instead, which are much harder to mimic or replicate.

 

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