With contact centers supporting nearly every industry, from retail and banking to law and healthcare, they often serve as a central hub for privileged and sensitive information. Much of the data that filters through them on a daily basis is regulated, making its protection and security of utmost concern for operations leaders.

“It’s crucial that employees are empowered to play an active part in maintaining contact center security,” says Burke. “After all, they witness more of what takes place on the call center floor than supervisors.”

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