Call center security equals customer satisfaction

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Data protection is important in a call center, as effective management of customer data and other sensitive information is a given. Unfortunately, traditional consumer browsers used to access this data often lack the necessary security controls, leaving organizations and their data highly vulnerable to cyber threats.

This forces call centers to make difficult decisions. Either stick with traditional VPNs that support voice but compromise the user experience, or move to a Zero Trust network access approach that cannot support voice. To solve this problem, organizations rely on adding multiple solutions to their security stack, such as agents, proxies, gateways, and virtual desktop infrastructure. However, this only complicates management and strains the user experience, resulting in lower productivity.

Additionally, the complexity of the security stack can lengthen new agent onboarding times, slowing the process and causing frustration. This leads to poor call center agent morale and job satisfaction, high turnover, and difficulty in attracting new talent. Additionally, navigating multiple solutions can be difficult and confusing for call center agents, leading to mistakes that can further impact customer satisfaction.

These problems are exacerbated by the increasing frequency of data breaches caused by network or endpoint vulnerabilities. A Ponemon Institute and IBM study revealed that 83% of organizations had experienced two or more of his data breaches. This highlights the need for a more secure solution for accessing and running her SaaS applications in call centers.

Additionally, the high cost of implementing multiple security solutions is a major concern for call centers. The same Ponemon study found that the average cost of a data breach is $4.35 million. This puts pressure on organizations to find cost-effective solutions that provide the security controls they need without compromising user experience or workflow. Call centers must adopt secure and reliable solutions that simplify their security stack without increasing costs.

Therefore, it’s important to find something that not only provides the security controls you need, but also enhances the UX while streamlining processes and increasing productivity and efficiency. Any business benefits from faster response times to customer inquiries.

Using a Zero Trust browser is a secure and easy solution for accessing and running SaaS applications. Eliminate the need for multiple solutions by integrating the security controls you need into your browser. This simplifies your security stack, reduces costs, and improves your user experience. Additionally, the browser seamlessly integrates with her Identity Provider (IDP), allowing you to apply policies directly to groups and users that already exist in your IDP. This adds another layer of Zero Trust to user authentication, and the device’s own posture his checking into the working environment.

When choosing a secure enterprise browser, look for browsers that offer a wide range of features. This includes advanced Data Loss Prevention (DLP) features such as PII masking and disabling in-browser features to prevent sensitive information from being unintentionally shared or leaked on specific URLs or apps. prevent. Other security features such as disabling automatic browser sync, search suggestions, metrics reporting, background processing, phishing protection, and content rendering can also be customized to meet the specific needs of your call center.

Call centers need reliable and secure systems to protect sensitive information. A Zero Trust browser can provide secure access to run SaaS applications. This reduces the complexity and friction associated with securing applications in remote or hybrid work environments with full voice support. This strengthens your call center security posture and simplifies your security stack.

Mishel Mejibovski is the Operations Director for SURF Security.


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