02 Avril 2018

Physical Cybersecurity in the Contact Center

Written by Nicole Robinson, Posted in Contact Center, Unified Communications

 

Modern businesses are obsessed with cybersecurity. And with good reason. By 2021, the damage caused by cyber crime will exceed $6 trillion annually.

You’d be crazy not to protect your business from cyber attacks. We are so concerned, however, with protecting ourselves that we forget about the most vulnerable target of all: humans. Contact centers are extraordinarily susceptible to data breaches caused by human error.

Vulnerability in the Contact Center

Contact center agents use empathy to create successful and positive customer interactions. They frequently make concessions so that customers are left with positive feelings about the business. Customers know this, and they take advantage of it. Sometimes this manifests in relatively innocent ways, when a customer uses anger to score a discount on their phone bill. Many agents are tasked with making customers happy, so they will offer discounts, coupons or even product and service upgrades. The alternative manifestation, however, can be significantly more malicious.

Cyber Attacks Take a Physical Form

Imagine a customer calls in on behalf of their elderly parent. They claim that their parent just set up a phone plan with a new device. The elderly parent has forgotten their password, and the caller needs to login and configure their services. The customer apologizes, but seems exasperated and just wants to help their parent. An agent would imagine that helping this caller is a harmless endeavor, but the reality is much more sinister.

This caller is a type of cyber attacker that uses physical means and takes advantage of human error to steal sensitive information. Using a tactic called social engineering, the caller takes advantage of agents’ empathy, and use the power of conversation to gain access to the personal information of unsuspecting victims. This new type of cyber attack can’t be prevented with firewalls and encryption, so how do you protect your organization and your customers from this?