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Author: Franz Malten Buemann
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Supply chain resilience lies in advanced technology
The ongoing supply chain crisis is causing B2B suppliers to split their focus between tackling logistical issues and delivering a seamless customer experience. At the same time, many are in the process of either implementing or optimising their B2B eCommerce presence in a significantly saturated online market. Suppliers don’t want the disruption to negatively impact…
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8 Important Notification Queues to Add to Your Email Monitoring Strategy
There are lots of ways you can keep your users and audience engaged. One that has proved to be very successful and an opportunity not to be missed is email marketing. With the number of email users set to rise to 4.3 billion in 2023, there is the potential to reach millions of people almost…
The post 8 Important Notification Queues to Add to Your Email Monitoring Strategy appeared first on Benchmark Email. -
Easily Assess Your Call Center Security with This Handy Checklist
For contact center management, ensuring the safety of customers, call center agents, and all other employees should always be a top priority. Maintaining a thorough understanding of cybersecurity threats and how to stop cybercriminals in their tracks is key to keeping everyone’s data secure and remaining PCI compliant.
A Complete Guide to Call Center Security
Developing a successful call center security strategy isn’t a fast and easy process. It takes time to learn your company’s security strengths and weaknesses and the best methods of protection against the threats contact centers face. But fear not: we have your back with our simple yet comprehensive Call Center Security Checklist. Download it now to see how many essential security measures you have in place—it’ll help you identify key security requirements you’re missing so you can tighten up your tech, training, and procedures.
How to Use the Call Center Security Checklist
We’ve divided the Checklist into these 3 sections for clarity:On-Site Protection – These are security measures that must be taken in-office to help prevent external threats.
Software and Technology – Ensure your IT team is taking care of these tech security measures.
Procedures, Plans, and Training – Sometimes data breaches happen. These security measures ensure you’re ready in case of a cyberattack and train employees how to help prevent sensitive data from being compromised. To complete the Checklist, simply tick Yes or No depending on whether your contact center is using the security measure in question. If the answer is Yes, then you’re doing a great job in this area. If the answer is No, changing that check-mark to a Yes is your next step.Note: you may need some help from your IT team to finish off this checklist. Always remember that a strong call center security strategy takes persistent dedication. Even if you’ve checked off every security measure on the list, the work is far from done. Though the Checklist is a helpful tool to ensure you’re headed in the right direction, ongoing updates, refreshes, penetration testing, and training are all essential to the protection of customer data and other sensitive information.
The Ultimate Call Center Security Checklist Glossary
In case you aren’t clear about some of the security measures on the Checklist, here are a few quick-hit definitions so you can better understand each item before ticking Yes or No.
Cloud Data Backups
It’s important to back up customer data in case of a system failure, natural disaster, or cyberattack. Cloud backup solution providers use top-notch encryption to help ensure your customers’ personal information stays out of the hands of hackers and cybercriminals and is readily available for you should anything happen.DID YOU KNOW:
Fonolo also uses cloud technology for our Voice-Call Backs and other services. It’s the safest and most effective way to serve customers while offering the best customer experience.
Cyberattack Response Plan
Having a solid defense against cyberattacks means coming up with a plan in case data is breached. When you know what your next move is ahead of time, you can act fast to block the intruder, recover data, and alert anyone who might’ve been impacted.
Cybersecurity Training Sessions
Your IT staff aren’t the only employees who need to understand the security risks your contact center faces. Every employee should be required to complete security training that goes over the importance of cybersecurity vigilance, how to identify phishing emails, proper in-office security protocols, and more. These training sessions should integrate live presentations, video modules, and recall tests to ensure staff pay attention throughout.
PCI Compliance
The Payment Card Industry Data Security Standards (PCI-DSS) are requirements established by international credit card brands which set the standard for the proper handling of customer credit card numbers and other sensitive data.
Penetration Tests
Often referred to as Pen Tests, Penetration Testing is a method of determining whether a company’s security holds up against cyberattacks. The tester attempts to hack the call center’s systems to expose security vulnerabilities that need to be addressed. Generally, a third-party Pen Testing company is hired to act as the hacker and will provide a full overview of their findings.
Phishing Email Alerts
Encourage all employees to alert IT when they receive suspicious emails so that your IT team can send out information about it to the rest of the company. If one person receives something nefarious, odds are other team members will too.
Role-Based Logins
Employees at different levels should be granted specific access permissions with their logins to keep the right eyes on the right data. For example, management will require broader access to information than agent-level positions and you can set up logins to reflect these requirements.TIP:
Looking for more helpful call center management resources? Check out our Contact Center Scorecard for a straightforward and comprehensive approach agent performance evaluation.Your Call Center Security ChecklistThe post Blog first appeared on Fonolo.
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Loopz – Campaigns
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Salesforce Pays $2.8M to Ethical Hackers in Bug Bounty Program
Trust has always been one of Salesforce’s core values and it is incredibly important in the world of Enterprise Cloud Computing. It was even more relevant back in 1999 when Salesforce was founded. Imagine trying to convince clients to leave behind their on-premise system and… Read More
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8 Tips for Salesforce ISV Success (Without Spending a Dime)
Salesforce is a powerful platform that becomes even more powerful when you add apps. The appetite for apps is so strong that the AppExchange now has 4K+ available – it has just passed 10M installs to help with lead flow, data visualization, and everything in… Read More
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Skip Scheduled Flow on Weekends and Holidays
Last Updated on February 23, 2022 by Rakesh Gupta Big Idea or Enduring Question: We don’t want to work on Weekends or Holidays – we all get that! If so then, do you think our clients or prospects do? If you are in doubt then try sending an Email to
The post Skip Scheduled Flow on Weekends and Holidays appeared first on Automation Champion. -
Salesforce TrailblazerDX Registration is Live
It’s that time again – you can now register for Salesforce’s exciting TrailblazerDX event, which will be taking place in San Francisco this April (27th – 28th). Whether you’re a student or an entrepreneur, an admin or an architect, this really is the ultimate learning… Read More
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How to Run an Effective Vetting Process for Candidates in 2022
Imagine you’re a hiring manager and put up an ad for a role. After a lengthy process, you hire someone you think is a great fit.
Except, reality sets in a few weeks later when you realize they were a bad hire and you have the start all over again. A robust vetting process would help you avoid this costly mistake.
However, it’s not enough to come up with a process, you have to make sure it’s inclusive, fair, and efficient. Let’s show you how.Hiring the wrong employee can cost companies hundreds of thousands of dollars. Back in 2016, The U.S. Department of Labor estimated this cost was close to 30% of the former employee’s first-year earnings.
Today, that figure could be even higher.
Undoubtedly, recruiting and hiring candidates is an expensive and time-consuming process. This is on top of figuring out which candidates are most qualified to succeed at your company for the long haul.
A vetting process should include a few critical elements. Let’s cover how to run an effective vetting process that’s efficient and free of bias as possible.
How long does the vetting process take?
The vetting process can take anywhere from a few days to a few weeks depending on what your process looks like, the seniority level for the role, and the industry.
For instance, a role at the Federal Bureau of Investigation likely has a much longer vetting process than one at a SaaS company. The FBI likely conducts in-depth background checks beyond a candidate’s criminal background whereas a SaaS company may focus the bulk of its vetting process on technical proficiency.
Over time, your company will start compiling data on how long the process takes based on the factors mentioned above and build its strategy based on that.1. Write an accurate job description.
Your vetting process will be easier start-to-finish if you take the time to write an accurate and compelling job description.
I spoke to Claire McCarthy, team lead in sales recruiting, who told me the job description can help both you and the candidate ensure a mutually beneficial fit from the start.
“We have pretty comprehensive job descriptions and we want candidates to take the time to read them and ensure the role is a good match for their background and skillset, as well as their long-term goals,” she said.
McCarthy adds that it’s valuable to focus on attributes when creating your job description.
“For instance, for a sales role, we might list ‘customer-first mentality’ as a requirement,” she said.
In addition, craft your description to attract a wide pool of diverse applicants, since diverse teams perform better, and come up with more innovative ideas.
This is important because a Hewlett Packard internal report found that women historically won’t apply for a job unless they meet all the qualifications, while most men will apply if they meet only 60% of them.
However, it doesn’t only affect candidates from a gender perspective. Racism, ableism, and ageism can also impact the hiring process – and it all starts with your job description.
To do so, you can rely on tools like Textio, which help you identify and remove implicit and explicit biased language from your job description.
The goal is to use inclusive language that welcomes and attracts a diverse range of talent.
Take a look at the marketing job descriptions you should recruit and hire to have an all-star team.
2. Leverage software to review candidates’ application materials.
A vetting process should allow you to filter out candidates who don’t have the skills necessary to succeed in the role. To do this, start by vetting the applicant’s resume, cover letter, and other application materials they’ve submitted for review.
Additionally, a vetting process can support your diversity and inclusion initiative by ensuring your HR team remains fair and unbiased when evaluating potential candidates.
For instance, you might implement a blind search system in which resumes are scanned by software, such as Greenhouse.
By ensuring your resumes are automatically sorted based on skill, you’re circumventing some of the unintentional biases that might lead your HR employees to make unfair judgments.
3. Use video interviews prior to phone calls.
There are certain questions you can ask to decipher whether or not a candidate has the correct skills for the role.
You don’t want your recruiters spending valuable time on phone calls when you can just as easily collect that information another way.
At HubSpot, our hiring process includes video interviews, in which candidates must answer a series of questions and submit their recorded responses. The caveat here is that they must answer each question within a minute and they won’t know what the questions are ahead of time.
“We do this for high volume roles, and use the video interview as a qualifier for whether or not the candidate moves forward with a phone interview,” said McCarthy.
Consider using video interviews to limit the amount of phone calls your HR team needs to make each day.
4. Evaluate candidates’ qualifications using additional assessment tools.
To evaluate whether your candidate will succeed in the role, consider offering initial assessments.
As a HubSpot writer, I was asked to write a blog post from scratch using one of HubSpot’s prompt topics before being invited for an interview. This makes sense – why waste your time, and your candidate’s time, if they don’t have the skills you’re looking for?
From the candidate’s perspective, it allows them to get a taste of what the role requires and show off why they’re right for it.
You might consider offering role plays for customer-facing positions, case studies for functional roles, or coding assessments for engineering positions.
5. Trust the process.
The point of having a process is to ensure consistency and promote fairness.
This means across all tools and software you utilize just as much as the steps you follow.
Ultimately, a vetting process is only effective if it’s consistent and replicable.
“A vetting process is about establishing a process at the beginning and sticking to it,” said McCarthy. “Additionally, it’s important to use a vetting process to operationalize how we review candidates and decide which ones are most qualified to move forward to next steps.”
Using these five tactics will mitigate the time and money your HR team spends on recruitment in 2022 while ensuring you hire the best applicants – a win all around.
Editor’s Note: This post was originally published in January 2019 and has been updated for comprehensiveness.