Date Published November 11, 2024 - Last Updated December 19, 2024
The answer largely depends on the strength of your defense strategies, response mechanisms, monitoring systems, employee training and adherence to relevant certifications.
Today, support centers manage sensitive customer data, making them prime targets for cyber threats. With nearly 1 in 10 organizations unaware of how they were infiltrated, it’s clear that effective defenses and proactive response strategies are essential. Here are five practical tips to help support center leaders strengthen their defenses.
Monitor Network Activity and Set Up Alerts
Invest in tools that analyze network activity, flag unusual patterns and alert you to potential threats. Early warnings allow you to respond to suspicious behavior, such as sudden data transfers or unauthorized access, before it escalates. For instance, in 2013, Target experienced a massive data breach that could have been mitigated if alerts were acted on. Setting up alerts and having a response plan (e.g., isolating affected devices) can improve your defense.
Establish an Incident Response Plan (IRP)
Every support center should have an incident response plan (IRP) that outlines steps for identifying, managing and mitigating security incidents. An IRP reduces the impact of breaches and speeds up recovery. Regularly review and update your IRP, and run security drills to ensure everyone knows their role in an emergency.
Segment Your Network
Network segmentation divides a network into zones based on access needs, helping contain threats and protect sensitive data. For example, in 2014, Sony Pictures was breached, and because their network wasn’t segmented, attackers accessed extensive data across the network. Limit external access to sensitive areas and use firewalls to monitor traffic between segments.
Enforce Least Privilege Access Controls
In 2020, Twitter was compromised when attackers accessed a tool with broad permissions. Limit access to only what’s necessary using role-based permissions (the Principle of Least Privilege). This minimizes exposure in case of compromised accounts and lowers the chance of insider threats. Periodically audit permissions, especially after employee role changes or departures, and automate alerts for unusual access attempts.
Provide Regular Cybersecurity Training
Human error is a top cause of cybersecurity breaches. Training employees to recognize phishing attempts and avoid risky actions is essential. In 2021, a healthcare provider suffered a phishing attack that exposed patient information. Training, including simulations and refresher sessions, prepares employees to spot threats and respond appropriately. Customizing training to cover recent cyber threats helps build awareness and resilience.