Managing the security of a remote contact center for government agencies

Government agencies have transitioned from having physical contact centers with direct oversight of employees’ activities to remote work operations.

With this change, leaders are now facing new challenges such as monitoring workforce operations and aligning new cloud-based tools and platforms with existing security standards designed previously for on-premises situations.

This checklist is designed to help government leaders in IT, security, and contact center operations evaluate:

• Current state of security.
• Where to make strategic improvements.
• How to meet the high security standards required for a contact center.