Information Security

3 ways to equip contact center agents with security training

By João Safara

0 min read

Call Center Agents

Now more than ever, information security should be the priority on everyone’s mind. With the shift to remote work due to COVID-19, protection of data has become a sensitive topic as more employees are using their home connection or working from personal devices. Cybersecurity hackers lured by this newfound opportunity.

According to Global News Wire, COVID-19 related phishing and malware attacks increased dramatically from under 5,000 per week in February 2020, to over 200,000 per week in late April. Additionally, the FBI has reported that the number of cyberattack complaints rose to around 4,000 a day, a 400% increase from what they were seeing pre-coronavirus.

With many agents now working from home, consider utilizing dynamic training materials in order to keep them engaged and make sure they retain all the necessary security information and procedures. Here are three different methods to ensure your teams are aware of how to keep organizational data safe.


Applying typical elements of game playing, such as point scoring and unlocking rewards, into your training plan is a great way to create a spirit of healthy competition and engage your employees.

Turning your coaching strategy into a game will improve training engagement. Additionally, it’s a great way to keep your remote peers connected with one another.

Happy Remote Agent

Security Checklist

This security checklist aims to help leaders in IT evaluate their current state of security and consider where to make strategic improvements to continue meeting the high security standards required for a contact center’s workforce and throughout a security-focused organization.


In a time where we’re all physically separated from each other, it’s crucial to remind your teams of the importance of human interaction. One of the most common strategies is to pair colleagues up through a mentoring program to develop a certain skills or coach on an important topics.

Mentoring programs can have outstanding benefits. Individuals with a mentor are promoted five times more often than those not in the program and retention rates are much higher for mentees (72%) than for employees who do not take part in it (49%).

AI-infused, self-service tools

Give your agents the opportunity to learn on the spot with accurate, real-time information. Solutions infused with powerful artificial intelligence (AI) capabilities offer agents the information they need, when they need it.

A virtual support chatbot, for example, is a great way to analyze historical customer data and recommend next steps during the conversation between agent and customer. Pair this with an AI-infused knowledge base to provide agents accurate, updated information, while dispensing that same information with everyone in the organization.

As our work reality shifts and the concern to keep businesses alive in uncertain times remains, it’s important to explore new strategies to keep employees engaged and marching to the same beat. Training programs that rely on a customizable and intelligent approach are known to keep motivation and productivity levels high, while helping to retain top talent.

Want to know more?


João Safara

João Safara has extensive experience in content production and management, and enjoys balancing that with people-driven initiatives such as supporting diversity and employer branding. In his free time, you can find João surfing through crime novels, relaxing at the nearest beach or imagining ways to create a more equal and positive society.