Interactive Discussion Groups - All timings in CET

4:00 pm - 5:30 pm IDG E: Combating Insider Security Threats in Your Contact Center

Rui Biscaia - Senior Director of Product, Talkdesk
Zeus Kerravala - Founder and Principal Analyst, ZK Research

Contact centers have long focused their preventive security measures on external threats, to ensure customers are who they say they are and that agents are prepared for potential fraud, social engineering and phishing attempts. While this is a critical component of security, the threat landscape has exploded, based on insider threats created by agent activities in a dynamic business environment where tens of thousands of contact center personnel are working from home. The shift to remote work to maintain business continuity means that physical oversight is no longer possible, security processes and best practices created for physical contact centers must be reconsidered, plus new issues regarding device and network security are rising.


Join Talkdesk’s Rui Biscaia, Senior Director of Product, and Zeus Kerravala, Founder & Principal Analyst at ZK Research, to learn about the latest risks and post-pandemic predictions influencing contact center security and how to quickly react and get in front of insider threats like data leakage, improper data access and misuse of company assets.


Rui Biscaia

Senior Director of Product


Zeus Kerravala

Founder and Principal Analyst
ZK Research