Glasgow, Scotland, Oct, 2020 -- The Scottish Business Resilience Centre (SBRC) with the Scottish Government and Police Scotland has launched a cyber incident response helpline. The authorities say it’s for SME (small and medium enterprises) victims of cybercrime.
Since the Covid-19 lockdown in March, many organisations have had to manage remote working and business online, resulting in cyber incidents, either deliberate targeting by cyber criminals or accidents. Hence the free helpline to, first, help organisations confirm they have been the victim of an attack and, if so, provide guidance. An SME concerned about their cyber-security in general can also get in touch to confirm they have the right processes in place.
Mark Cunningham-Dickie, SBRC’s newly appointed Cyber Incident and Response Manager, will manage the helpline and serve as callers’ first point of contact, filtering calls to others in security as required. He said: "There are many ways a business can experience a security incident, with different levels of complexity. Whether a cyber incident occurs through deliberate targeting or human error, the end result is the same: a disruptive effect on business operations."
DCC Malcolm Graham said: "Scottish businesses are facing a myriad of challenges this year. We expect the number of cyber attacks to continue to rise as criminals take advantage of businesses relying on technology. We are keen to do our part in ensuring Scottish businesses survive this pandemic. I urge anyone with even slight concerns about their organisation’s IT security to call the SBRC and if they think there is criminal activity to report the crime to Police Scotland on 101."
Jude McCorry, SBRC CEO, pictured, added: "Now more than ever, businesses need to ensure the security of their operations. Through webinars and other outreach programmes, we have worked hard to help organisations understand the importance of cyber security. This helpline is the next step towards ensuring businesses get the help they need to recover from cyber incidents with limited impact on their operations and customers. With our cadre of security experts and expertise across a range of industries, the SBRC is uniquely placed to help Scottish businesses understand, contain, and recover from cyber attacks."
Businesses can call the cyber incident helpline on 01786 437 472, weekdays 9am to 5pm; and visit the SBRC website.
Rise in reports
Separately, the official reporting line Action Fraud, which Police Scotland pulled out of after Times newspaper revelations of poor customer service, has been running only a ‘reduced service’ at its contact centre – based near Paisley – ever since lockdown in March.
The City of London Police, the national lead force for fraud which runs Action Fraud, reported last month that it received 3,916 reports of cybercrime during the first month of lockdown alone. These reports equated to £2.9m in reported losses, an increase of almost 72 per cent, compared to the previous month.
Posted by Veronica Silva Cusi, news correspondent
About Police Scotland:
The Police Service of Scotland is the primary police service of Scotland. It was formed in 2013 with the merger of all eight territorial police forces in Scotland and the specialist services of the Scottish Police Services Authority, including the Scottish Crime and Drug Enforcement Agency. Although not formally absorbing it, the merger also resulted in the winding down of the Association of Chief Police Officers in Scotland.
Published: Friday, October 9, 2020
Combines knowledge management with call support as continue improvement.
eGain Knowledge + AI
eGain's knowledge management software, powered with Case-Based Reasoning, an Artificial Intelligence technology, lets you provide intranet or extranet access to the common knowledge base, enabling contact center agents to provide distinctive, productive, and brand-aligned experiences in every interaction, across all channels and touchpoints.
FuzeDigital offers an affordable yet comprehensive knowledge base to answer your consumers' and staff questions. When assistance is needed, our email management system ensures your timely and accurate delivery of responses. Used by companies large and small that seek to deflect common questions while providing exceptional support.
Knowmax is a knowledge management software for enterprises. Customer service of any organization can leverage this tool to create, curate & distribute the knowledge at assisted as well as digital channels promoting self service.
Knowledge Management software
livepro are experts in Customer Experience Knowledge Management and are passionate about improving customer experience. livepro is feature-rich yet easy to use, delivering answers to agents – not long complex documents to dig through. This makes customer service quicker, easier and more efficient. Staff require next to no training on complex procedures thanks to livepro’s intuitive design, which brings confidence up and training costs down.
ProcedureFlow is a step by step visual guide that supports agents as they navigate company processes. With a knowledge management solution that simplifies complex information, employees can spend less time searching and focus on what they do best. ProcedureFlow’s simple and intuitive platform enables contact centers to quickly and easily create, maintain, and update company processes in real time. With ProcedureFlow, teams can work more efficiently, better serve customers, and drive results that matter most to their business.
Knowledge is your company's most valuable asset. An intelligent Knowledge Base can harness that asset, supporting your customers and empowering your agents.
Purpose-built with your users in mind, the knowledge base stores all information your customers need and search for, from policies to product details. Integral to CX, an intelligent knowledge base allows customers the freedom to self-serve whilst delivering them great results at their convenience.
Internally, the centralised knowledge base equips your employees with all the knowledge they require to assist customers, enhancing not only the way agents work, but the impact on CSAT.
Knowledge can be seamlessly integrated with your customer service tools to ensure complete coherence of information, even when it's updated.
PH: +441279 5555 80