General security

Protecting customer data at contact centers

May 20, 2019 by Jeff Peters

On this episode of the Cyber Work podcast, Ben Rafferty, chief innovation officer at Semafone, discusses how contact centers and the person-to-person interaction involved are a prime target for cybercriminals and what can be done to better protect sensitive customer information from insider and external threats.

In the podcast, Rafferty and host Chris Sienko discuss:

– How did you first get started in cybersecurity? (1:40)
– What do you mean by “contact center”? (4:45)
– What is being sought when attacking contact centers? (6:50)
– What types of security measures do most contact centers have in place? (8:55)
– Are there other methods being used to gain access to data and systems? (10:20)
– What are your security awareness strategies for contact centers? (11:30)
– What techniques can employees use to help stop insider threats? (15:25)
– How will GDPR and California’s new privacy law affect contact centers? (17:20)
– Have you seen any test cases of organizations that have revamped their security strategies and greatly lessened their chances of a breach? (20:55)
– Is there anything consumers can do to ensure their data is being used properly? (22:55)
– What is the ideal combination to help bring contact center fraud to near zero? (27:00)
– How do you think security issues with contact centers will change in the coming years? (29:40)

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About the Cyber Work Podcast

Knowledge is your best defense against cybercrime. Each week on Cyber Work, host Chris Sienko sits down with a new industry thought leader to discuss the latest cybersecurity trends — and how those trends are affecting the work of infosec professionals. Together we’ll empower everyone with the knowledge to stay one step ahead of the bad guys.

Posted: May 20, 2019
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Jeff Peters
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