3 contact center security threats every business must plan for

By João Safara
0 min read

By now, your entire workforce should be either working remotely or navigating a hybrid solution between working from home (WFH) and safely going to the office. In addition, your contact center might have witnessed some shifts in the composition of its staff. While some organizations have unfortunately experienced a downfall in business due to the coronavirus (COVID-19), others saw the need to hire more personnel to meet rising expectations and demands from customers.
Personnel changes and shifts to agents working remotely can refresh security concerns due to employees using home networks or potentially working from personal devices. In the contact center space, security breaches can seriously damage your business by penetrating valuable customer data. Here is what you should know about them.
1. Unsegmented networks
Many organizations are still operating under unsegmented networks, which can be dangerous when you have a distributed and remote workforce. Networking segmentation means splitting a network into several architectural subnets, each acting as a standalone network so administrators can better regulate traffic flow between (sub)networks.
An unsegmented network is a synonym for bigger security risks, as it represents one single surface vulnerable for attack. Additionally, it is also a platform that contains broader and unspecified privileges for users, meaning everyone is operating under the same terms and conditions.
Segmenting your network will generate higher performance, as there are fewer hosts per subnetwork that consequently minimize local traffic and local failures per subnet will not affect the network as a whole. Additionally, by creating an environment of least privilege and localized control with each subnet, you will guarantee a security improvement.

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.