#contactcenterworld, @teamhgs

It’s no longer the news of that day that many organizations were pushed into work-at-home scenarios, some almost overnight, due to the coronavirus pandemic. But we’re not past the pandemic by any measure, which means many businesses continue to operate largely out of their employees’ individual homes — and with productivity levels still generally high, some may maintain a fully or partially remote workforce even when the crisis is past.

Yet balancing productivity and employee safety with security and compliance remains essential. Organizations can ensure a compliant virtual environment with a two-pronged approach that comprises both a technical solution and a people-process solution.

The Technical Side

Security controls are critical for compliance as well as to mitigate risks of fraud or breaches. This requires securing all endpoints — ideally through Virtual Desktop Infrastructure (VDI), which allows an organization to host desktop environments on a centralized server and securely deploy the virtual desktops to employees.

The technology a VDI partner provides must create a data-secure environment while being adaptable and scalable. Recommendations include:

• Enabling data encryption and two-factor authentication (2FA);
• Hardening browser settings;
• Storing all data in the cloud rather than locally;
• Restricting hours-of-operation accessibility; and
• Disabling Wi-Fi and requiring hardwired internet access instead.

The People-Process Aspect

The other side of ensuring data security and compliance comes down to the bigger variable: the people. In a brick-and-mortar environment, contact centers are more easily able to mitigate the human risk factors that jeopardize data security. This is more difficult when everyone is in their home environments, but it’s not impossible.

To set the stage for a work-at-home employee’s success, follow a formalized process from the beginning, and reinforce best practices throughout all stages of the employee lifecycle.

During the recruiting and hiring stages, require that candidates supply photos or video of the proposed work area, either before or during the online interview process. This assessment will provide a company with a first view of an employee’s "clean-desk policy" compliance. Managers will be able to spot and immediately correct unsuitable factors such as screen reflections in mirrors or windows, extra devices such as personal phones or tablets, and people or pets in the background.

Following their hire, the employee should sign a compliance audit form agreeing that the requirements are understood, and that any required adjustments will be made upon request. Once the employee is officially performing the job, train and engage your operational teams to conduct 360-degree-view audits via webcam at prescribed intervals; ensure that the same forms are used; and track results for follow-up and compliance with governance requirements.

Work From Home the Right Way

Security and compliance are critical for any organization maintaining a work-from-home program, and having either technology or people policies is not enough; you need both.

Create a formalized approach by providing employees with the right technology and equipment; clearly defining your policies and ensuring employees understand them; and frequently auditing employees for compliance — and your organization will create a virtual environment as secure as that of any brick-and-mortar facility.

#contactcenterworld, @teamhgs