Contact center staff are on the data security front lines. Properly trained they can thwart intrusion. Unfortunately contact centers too frequently have environments that foster data loss and theft. Employees are typically low-paid and have minimal or no benefits, are often poorly supervised, rushed to meet metrics, and face enormous stress.
Today's organizations depend and thrive on data for marketing, customer service and staff management, and like anything that is valuable, criminals have been seeking it to commit ID theft, blackmail or other crimes.
The 2009 Identity Fraud Survey Report by Javelin Strategy and Research reports that the number of identity fraud victims has increased 22 percent to 9.9 million adults in the U.S., while the total annual fraud amount increased by seven percent to $48 billion over the past year. The reasons include profitability, safety and simplicity, explains Greg Young, research vice president, Gartner.
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