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Data security

Banking on security: Keeping customer data secure in financial services

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Simon Hill, Legal & Compliance, Certes Networks

The protection of sensitive data in line with regulations, both for banks and other financial services organisations, is currently a big challenge.

The way these organisations operate has changed dramatically in recent years, due mostly to the fact that financial institutions are not only heavily regulated by data privacy requirements, but they are also under mounting pressure to be open to consumers and businesses about how they are protecting their data from potential breaches.

The increasing expectations of consumers means that banks and financial institutions are trying to achieve a balancing act: how can they protect data privacy, while at the same time remaining transparent about how data is being protected?

However, it doesn’t have to be a play-off between meeting these customer expectations and meeting cyber security and compliance requirements: banks and financial services organisations can utilise technology to the fullest extent while still protecting data. 

The balancing act 

To achieve this balance, banks and financial services organisations need to take control of their security posture and assume the entire network is vulnerable to the possibility of a cyber-attack. Robust encryption and controlled security policies should be a central part of an organisation’s cyber security strategy.

Through generating and defining policies, network policy enforcement allows organisations to ensure that only authorised applications and users are communicating with one another, while enabling them to meet their own governance, security and compliance requirements. 

Rather than waiting for a cyber-attack to happen, new technology tools are now available to gain a deeper understanding of policy deployment and analyse every application that tries to communicate across the network, all the while monitoring all traffic and limiting the pathways potential threats can travel. 

Conclusion 

Banks and financial services organisations should not have to worry about keeping data secure and protected. Adopting new ways of thinking about how these organisations can strengthen the protection of data requires well-defined policies, strict key assignments and authorisation of who sends and receives data.

But, most importantly, the ability to enforce policies to better monitor and observe applications and suspicious activity on the network will require sophisticated technology and tools that are currently available today. 

GRS predicts five ‘rapid’ trends for call centres in 2017…

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Global Remote Services (GRS) has come up with five trends set to transform the call centre industry next year with the assistance of industry analyst Peter Ryan.

Acknowledging that Brexit and continued digitalisation will potentially bring many new opportunities to the sector, both parties claim:

  1. Self-serve will grow with chatbots, apps and mobile: By 2020, Gartner predicts customers will manage 85 per cent of the relationship without any human interaction. The rise of mobile, apps and chatbots will revolutionise how organisations communicate with customers. Companies need to be clever to capture customers browsing the web on their mobile phones.
  2. Data security will become a top priority: Contact centres and outsourcers will have a strong focus on preventing security breaches and data theft and ensuring safe and easy to use payment options.
  3. Location and languages spoken will become less important: Where your outsourcer or contact centre is based will become less important as a new business model around automation changes established concepts of nearshoring and offshoring.
  4. CEE Region will provide huge opportunity for UK companies: Post-Brexit is providing additional opportunities for outsourcing to Central and Eastern Europe as UK companies look for additional skills. T.Kearney Global Services Index 2016 found Romania and Poland increasing as top outsourcing destinations based on financial attractiveness, people skills and availability and business environment.
  5. Digital will take over from traditional voice: Millennials prefer digital interaction. Call centres will need to leverage more channels such as email, livechat and social media to service broader customer bases. According to the 2016 Global Contact Centre report, contact centres expect to be managing nine different channels within the next 12 months.

For more information about GRS, click here