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5 Ways to Protect Customer Service Representatives from Cyber Criminals

5 Ways to Protect Customer Service Representatives from Cyber Criminals

Despite the fact that retailers rely on their customer service representatives to resolve a wide range of issues, are they prepared to defend against cyberattacks? As a result of the numerous global onslaughts that result in ransomware and data breaches, cyber security awareness is crucial now more than ever.

Your organization’s representatives need to turn into the principal line of guard against possible programmers, and that is where security mindfulness becomes an integral factor. Security awareness is defined as having or showing realization, perception, or knowledge of cyber security concepts, which is very different from training. This basically means providing your employees with constant information about cybersecurity threats. Employees will learn how to effectively defend themselves through security awareness training.

Training your employees at every level of the business on what to look for in a suspicious email that could be a phishing scam is the most effective cybersecurity strategy. Since everyone is so busy during busy shopping seasons, we see even more criminals targeting retailers’ frontline employees. Therefore, what can you do to assist in safeguarding your representatives of customer service throughout the year and during the busy holiday season?

The following are five ways to protect your clients and employees from cyber criminals:

Security Awareness Training

To truly understand how to block the bad guys who are attempting to hack someone through phishing and social engineering, every employee needs to develop the soft skills that are required on the cyber side. Consider the ways in which you can establish a culture centered on cybersecurity rather than simply carrying out training once a year like a fire drill.

Simulated Phishing Tests

The hacker first targets one or more employees in a phishing scam. The hacker will send a suspicious email to your team member, often with strong language like “urgent” or “action required” to get them to act before they think. Using simulated phishing tests, everyone can learn how to #BeCyberSmart.

Constant Communication

If someone receives a suspicious email, send emails to your employees stating, “see something, say something” to notify management. The email inbox of an employee is frequently the first line of defense against fraud. Use an internal messaging system like Slack or Teams to send out alerts about possible frauds that might be targeting your employees.

Get Buy-In

It doesn’t matter how small or large your team is—from customer service to the CEO—everyone has a role to play in protecting your business from cybercriminals and hackers. Since hackers frequently target multiple individuals within a single company, putting together a cybersecurity defense necessitates collaborating with each employee.

Password Management

As a result of an account being compromised and someone giving up their online credentials, numerous data breaches that result in ransomware occur. Remind each and every employee to:

  • Use strong passwords that are hard to guess and avoid using the same password for multiple accounts.
  • In the event that a criminal obtains a password, activating two-factor or multi-factor authentication (also known as 2FA or MFA) provides an additional layer of security.
  • Use a password manager (or “vault”) like LastPass to store passwords and add an additional layer of encryption.

The rules for employee cyber security awareness training have changed. It is no longer an HR precaution that is ignored, and deterring cybercriminals has entered the spotlight of many businesses. While technical controls are crucial to any effective security program and have been implemented by many, they are not the only option. It is now up to each of us to play our part and learn about cybersecurity. For the sake of employees and online safety, we need to take advantage of this opportunity to learn and advance in these systems sooner.

5 Ways to Protect Customer Service Representatives from Cyber Criminals

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