[Webinar Recap] Lessons Learned: Call Center Recovery Testing

The Need for Call Center Continuity slide
Gone are the days of the call center being treated as a cost center. Both customer demands and compliance obligations are bringing the call center to the forefront in business continuity plans for businesses in many industries.

In a recent webinar with the Association for Continuity Professionals (ACP), Brandon Tanner, senior manager for Rentsys, discussed some industry trends that show the role call centers play in addressing customers’ expectations for on-demand service and in meeting compliance requirements for availability.

Brandon was joined by Rentsys customer Steve Hamilton, who’s the business continuity manager for Fiserv, a provider of technology solutions to the financial world. Steve explained the lessons his organization learned during a recent call center recovery test. These takeaways included the importance of manager participation in tests and making adjustments to daily operations when working in an alternate environment.

If you missed the live webinar, you can watch the recording here. Be sure to stick around for the Q&A session at the end. Attendees had plenty of questions about testing logistics, whether work-from-home strategies work for call centers and more.

Cybersecurity: Spend Big Bucks, Outsource or Be Hacked

When it comes to cybersecurity, businesses now have three choices:

    Blue cybersecurity concept
  • Pay a premium for full-time security talent
  • Outsource
  • Be hacked

These choices may sound extreme, but they’re the logical responses to a perfect storm of rapidly evolving cyber threats and inadequate education programs. This combination of factors has resulted in a shortage of skilled security talent for nearly 80 percent of organizations.

A recent article by NewsFactor painted this picture of the cybersecurity landscape, citing research by Intel Security with the Center for Strategic and International Studies (CSIS).

While several top universities offer cybersecurity programs, the curriculum is unable to keep pace with the evolution of security threats. When students leave these programs and enter cybersecurity roles, they’re unprepared to deal with current cyber threats, according to the vast majority (76 percent) of lT professionals.

It’s not surprising, then, that knowledgeable cybersecurity professionals are in high demand and that these positions pay an average of $6,500 more than other IT professions.

If you can’t afford in-house resources, outsourcing can give you access to the cybersecurity skills you require for functions such as ongoing risk assessment and mitigation, network monitoring and access management, and repair of compromised systems. You’ll be in good company — nearly 60 percent of organizations say they’ve outsourced cybersecurity work.

So what will it be for your organization: spend the money for full-time security talent, outsource or be hacked?

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