Is Evil Contacting Your Contact Center?
Contact Center Pipeline, Tuesday, August 26th, 2025
Contact centers are a prime target for social engineering criminals. Customer service representatives (CSRs) are common high-value targets as their main goal is to help customers resolve their problems as quickly as possible.
CSRs often have access to lots of data at their fingertips and are the easy touch points for customer data and transactions. Hackers know that if they can successfully socially engineer a CSR, they can likely get the 'keys to the kingdom.'
Remote, work-from-home employees (WFH) are likely to have a few more personal distractions than they would at a traditional, formal call center, making it easier for the social engineer to be successful. But formal contact center employees also face many distractions, like from colleagues, HR, and onsite activities.