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Peter Ryan, a strategic advisor and contact center industry expert, recently published a blog on the rising trend and business benefits of adopting work at home models withing the BPO and contact center field. This growing trend is facing one major roadblock: security concerns.
While the benefits and promise of work at home agents are clear, Ryan rightly points out that vendors and BPOs will need to have a strong focus on security in order to attract clients to this model and put their minds at ease about data protection. Here’s a brief excerpt:
The desire for affordable onshore solutions that provide high-value quality is pervasive across developed economies. However, with data protection understandably at the forefront of enterprise concerns, vendors need to up their game in order to remain relevant in this market. Only by exceeding client expectations around security can outsourcers reasonably anticipate strong work-at-home growth.
Ryan goes on to point out that some vendors, including Dizzion, are actively tackling the security and compliance issues to help make work at home an increasingly viable option for contact centers. The organizations that get it right and present “realistic, proactive security provisions” stand to win new business by soothing client concerns, he argues.
Read Security is the Omnipresent Factor in Work-at-Home Solutions by Peter Ryan for a good understanding of the current state of work at home initiatives within BPOs and contact centers.
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