Posts Tagged ‘call center training’

17 Info Security & Privacy Topics Call Center Staff Must Understand

Tuesday, July 29th, 2008

Okay…back to my continuing lecture on the need to provide targeted training on specific information security and privacy topics to the various responsibility groups throughout your enterprise.
Consider this; what if you took a driver’s education class and all they told you to do, by showing you on a PowerPoint slide, is how to put the key in the ignition, turn the engine over, how to press the accelerator to move forward, and how to press the brakes to stop. Then they told you to go out there and drive…have it it! Would you be well prepared to get onto the road and deal with all the other things you need to know about driving? Most likely not. If you feel you would be well prepared, please tell me you will not be driving on the central Iowa roads… 🙂


People Need Periodic, Effective, Training And Ongoing Awareness To Truly Safeguard Information

Friday, July 25th, 2008

Imagine this; what if you were given training just one time, in a 1-hour session with no hands-on practice, for how to do first aid and give CPR and then were never given more training or reminders about how to do first aid and CPR…two years later would you be able to competently perform first aid when someone needed it? Probably not. Probably not even 1 year later, or even 6 months later.
People need to have regularly scheduled training and ongoing awareness in how to do activities competently. You cannot expect to give a 1-hour, often poorly-constructed, training course about information security or privacy and the have the people taking the training know what to do weeks or months or even yeas later. However, this is the situation that occurs in a very large portion of organizations.
It is no wonder that the majority of security incidents and privacy breaches occur as a result of lack of knowledge and mistakes.
Here is the third part of the third article, “Providing Call Centers with Information Security and Privacy Education,” in my July issue of IT Compliance in Realtime, that speaks to this issue…


Call Center Folks Have Huge Amounts Of Access TO PII

Thursday, July 24th, 2008

Need more reasons from my post from yesterday about why call centers need targeted training and ongoing awareness?
If so, then here is the second part of the third article, “Providing Call Centers with Information Security and Privacy Education,” in my July issue of IT Compliance in Realtime


The Area With The Most Customer Contact Usually Has The Least Information Security and Privacy Training

Wednesday, July 23rd, 2008

Think for a few moments about the area in your company that has the most, or close to the most, direct contact with your customers and consumers…