Thursday, April 05, 2012
As the outsourcing contact center market continues to grow, the volume of data that organizations are responsible for maintaining does as well. This increases demand for adequate security processes and IT infrastructures.
According to industry experts, well-established contact centers realize that the implementation of best practices help them stay ahead of the curve while gaining a competitive edge.
"Generally, it is not too difficult to get hold of private information, and most systems are not secure enough to stop copies [from] being made and removed from the organization," Andrew Kellet, senior analyst of IT solutions at Ovum, told ZDNet Asia.
Kellet added that this has more to do with the availability and amount of data than the actual contact center environment.
This also highlights the importance of employee engagement and satisfaction. As Kellet explains, the risk of data theft tends to increase when agents feel undervalued or overworked.
The world is now much more more digital with vast amounts of consumer data housed on CRM databases. While contact centers have been around for decades, the rise in customer-centric services demands enhance security procedures.