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Building a new information security platform from scratch allows businesses to focus on security at a fundamental level. This way, even end users can become part of the security team, watching for indications that an interaction or transaction isn’t legitimate. Putting security at the core of everything you do can create significant impact, safeguarding operations and building consumer confidence and loyalty.
For instance, our security team was almost set to launch Windows Virtual Desktop (WVD) 1.0. for our at-home agent interface but chose to set aside the solution and leapfrog to a higher level of security effectiveness. We worked directly with Microsoft as a strategic development partner to build our own platform on WVD 2.0. The collaborative build is so robust that it has taken on a life of its own.
In the same vein, we quickly realized the value of bringing in a certified chief information security officer (CCISO) – a dedicated leader focused on decisions that affect processes and technology. As a result, security is always the first consideration whenever changes are planned across the organization. We have successfully created a secure virtual CX environment, earning a near-perfect 800 score from BitSight, and maintaining the number 1 ranking among industry peers for more than 24 months running.
Here are our top seven recommendations for securing your work-at-home environment.
1. Tighten overall enterprise security and permissions
Ensure each technology layer you’ve built is rock solid. Every new tool builds on this foundation, and existing problems will likely be magnified when you add an at-home workforce to the mix. A crack in the foundation can quickly result in tens or hundreds of thousands of people experiencing the same issue or vulnerability.
2. Stop trying to balance security against openness and communication
Communication tools can create significant security risks. Help employees figure out how to connect, but securely.
3. Start every conversation with security
Discuss security first before you deploy an individual tool, and again with each layer that you build out.
4. Stop thinking you need to capture all the data
Large amounts of saved data can be a massive source of threat. Lower risks by removing any non-essential data. If you don’t capture data on a widespread basis, you are a less interesting target for hackers. Conduct an overall review of your data retention and find ways to limit it.
5. Examine every potential risk point in your service environment
When it comes to the systems that support your work environment, identify those that are essential for your operations. Everything else can be eliminated to make your operations far more secure.
6. Perform regular third-party risk assessments
Find an outside company to regularly assess risk on your actual platform. External partners can supplement your internal expertise to offer unique insights when assessing the security of your base infrastructure and pinpointing gaps, especially when it comes to at-home infrastructure.
7. Make security a mandatory employee responsibility
Every employee needs to know their obligations when it comes to maintaining security. Commitment to security begins in the C-Suite and extends all the way to frontline employees. Without buy-in from the entire company, you’re always going to have issues.
Focus Primarily on Security When Making Decisions and Choosing Solution Partners
A common misconception among many organizations is that if you lock everything down, you can’t do business. That’s not true. You can restrict access, follow stringent security practices, achieve stability, and still operate successfully as a company. Many companies that try to negotiate on security practices fall prey to the same challenge – building their solutions first and then trying to apply security to them. Reversing this approach and making security the first consideration when building your technology stack is the key to successful scaling and shifting.
Additionally, working with a vendor that doesn’t take security as seriously as you do increases your vulnerability, regardless of your security approach. An important best practice, therefore, is to choose partners who are security conscious and with a proven track record in designing and implementing security-first systems and strategies. Framing a security mindset, prepping for intrusions, and strengthening security systems are foundational to driving both performance and consumer loyalty in an increasingly interconnected world.
Learn more about ResultsCX’s commitment to information security
Read about what goes into creating a strong security environment