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Industry Research : Survey Reveals IT Holds More Power than Managers

While the world is distracted with the continuing reports of phone hacking practices and other corporate data breaches, it is revealed that hundreds of organisations are now vulnerable to internal threats. According to a survey released today, conducted by Lieberman Software, 42 percent of IT staff can get unauthorised access to their organisation’s most sensitive information – including the CEO’s private documents. The failing is blamed on management’s naivety when it comes to understanding just how much privileged access their IT departments actually have.

39 percent of the technology professionals interviewed in this study confirmed that that their senior management does not have the faintest idea what IT can and cannot access. And, a staggering 78 percent admitted they could walk out the office tomorrow taking highly sensitive information with them. However, perhaps the most alarming revelation is that a third of respondents say they’d still be able to access sensitive information long after leaving the company – as the result of lapses in the organisation’s security practices.

Commenting on this research Philip Lieberman, president and CEO of Lieberman Software, said "Companies should wake up to the fact that IT holds the keys to the kingdom. Nothing is secret or private unless you establish systems and procedures to lock down data from prying eyes and, according to our study, most organisations don’t. In the good old days the most sensitive data was locked away in a filing cabinet with just one or two trusted key holders. Today, it’s locked away in a virtual filing cabinet, but the problem is most companies have no idea just how many people have keys to this cabinet. What’s clear from this survey is that management just doesn’t understand the privileges their IT staff have to the most sensitive data. Even the bosses’ documents can be read by 42 percent of IT personnel and, if these guys can’t be trusted - which in some cases they can’t - the directors shouldn’t be surprised when their data gets leaked or exploited."

A third of UK IT workers and 22 percent of US IT workers are worried about their jobs.
The survey by Lieberman Software, amongst nearly 500 IT workers in the US and UK, was commissioned to unearth sentiment towards "ethics in the workplace". It found that there was a strong correlation between job security and the propensity to steal sensitive data. Nearly a third of people – 31 percent - who were fearful of losing their jobs admitted that they would take sensitive data with them to their next role, compared to just 18 percent of those who felt their jobs were secure.

It is worth noting that the smaller the company, the higher the percentage of people who were insecure about the stability of their employment. 31 percent of IT professionals working in companies with less than 1,000 employees replied affirmatively to being worried about the stability of their employment, versus 20 percent of respondents at companies with more than 1,000 employees.

When comparing the two countries, more IT professionals in the UK say they could take sensitive information away with them to their next job with 85 percent admitting it would be easy compared with 76 percent of their US counterparts.

What drives snooping?
15 percent of UK IT professionals, compared with just nine percent of US IT professionals, admitted they’d use their admin rights to snoop around the network in an effort to sneak a peak at sensitive data - such as personnel records to try and find out if their job, or a colleague’s job, was at risk.




Today's Tip of the Day - Confirming Details

Read today's tip or listen to it on podcast.

More Editorial From Lieberman Software

Published: Saturday, July 16, 2011

Printer Friendly Version Printer friendly version

2023 Buyers Guide Training

 
1.) 
CharlottePurvis.com

Charlotte Purvis
Charlotte Purvis is a speaker and communication consultant who has influenced an average of one million customer interactions each year for over 20 years. She consults, trains, and speaks on customer service, business communication, and leadership development for global companies, universities, and community organizations. She practices what she teaches as evidenced by nearly 100% of her engagements coming from repeat or referral business.

2.) 
CNCBA 4PS

4PS Contact Center Management certification; 4PS Registered Coordinator training
With five modules as the core, including Strategic, Planning, Personnel management, Process management, Platform(technology & environment) and Performance & data, and containing related and useful concepts & applications in other international standards (including ISO, CSP, SSE), 4PS Contact Center International Standard is compiled by 20 experts with their practical experience, including managers from Top 500 enterprises and large-scale global contact centers, and leaders from industry association.

4PS Contact Center International Standard authentication system is divided into 5 classes, i.e., L1 application-level, L2 application level,L3 application level, L4 profession-level and L5 ben...
(read more)

3.) 
CTCOMM

Call Centers
Contact Centers
Admin Training
Supervisor Training

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Davis-Mayo Associates

"Service Excellence" Customer Service Training
Live onsite training for your teams. Experienced by more than 450,000 people in 48 US states and 18 countries. No-nonsense approach by our experts with field-test content customized to your situation and using your scenarios.

5.) 
First Impression Training Ltd

Bespoke customer service and sales training solutions for the UK call / contact centre industry.

Culture change programmes to help embed best practice service solutions

Blended learning solutions for hybrid and remote frontline teams

Vulnerable customer training solutions

Online learning for the most affordable way to supercharge your customer experience

6.) 
Happitu

Happitu
Happitu is your customer support team’s personal coach. It guides your team through every interaction with custom workflows, responsive scripting, and dynamic help topics. As a result, Happitu slashes training time, delivers higher resolution rates, and reduces handle times.

Documentation in Happitu is automated, detailed, and consistent. Go beyond handle times and service levels with the rich insights of Happitu – from granular interaction data to aggregate data and trends – you get the complete CX journey!

We intentionally built the Happitu Workflow Designer with your customer support team in mind. Using our intuitive tools that provide quick and safe iteration, you eliminate the...
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7.) 
Lieber & Associates

Training Executives, Managers, Supervisors, and Reps
Lieber & Associates provides training for all levels of the contact center team. The firm customizes its off-the-shelf trainings to meet your specific company needs,

Executive and manager sessions address topics such as customer experience, metrics, technology, AI, and video calls. Supervisor sessions train your leaders to better coach and motivate reps. Phone staff modules include sessions on customer service, order-taking, cross-selling, handling difficult calls, phone "soft skills," and more.

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Manitoba Customer Contact Association

Making Training and Development Part of Your Corporate Landscape

Organizations are always on the look out to save money and make more profit. Usually when it comes to crunch time some leaders will scrap training in order to tighten the belt. The downside of this is the cycle it creates.

Because some employers see training as a flexible benefit, employee development is often taken off the table. When employees don’t feel valued it becomes easy to see a revolving door. The constant need to hire goes up which ultimately means costs go up; we know that hiring costs more than retaining the right people.

Start the conversation: Explore our Training Page http://www.mcca.mb.ca/train...
(read more)

9.) 
Marketing Tactics Pty Ltd

7 Pillars For Creating Amazing Team Leaders
I help Call Center Owners, C Suite executives and Call Center Managers develop a proven, practical training program they can customize to their specific needs that creates amazing Team Leaders who turn under achievers into top performers that consistently hit (or even exceed) their targets and KPIs.

10.) 
Navedas

CSAT.AI
CSAT.AI Scores Better Customer Service with Gamified Guidance!

CSAT.AI lets agents know when they’re on the right track by predicting CSAT scores in real time (when they’re fixable!) - because most customers don’t leave feedback, they just leave.

Agents have the immediate positive feedback that reinforces good behaviors for self training.

11.) 
OMNI HR Consulting (Pty) Ltd

Human Capital & Organisational Development
Omni HR Consulting provides business and people development solutions through Training and Consulting services.

We work across a number of sectors to provide solutions from both a Skills Development / Business perspective.

Skills Development: accredited & non-accredited learning solutions including Learnerships, RPL solutions and Skills Programmes, including a curriculum for developing future skills.

Business Solutions: are designed to be customisable, relevant and industry-related to support businesses to achieve their strategic objectives and needs.

12.) 
Orion Learning Services Inc.

Learning & Development
Learning & Development for Agents, Supervisors, Managers and Administration/Support Staff

Orion Learning is a global leader in providing accredited learning and development solutions for organizations globally. We offer call/contact center certification programs for Agents, Supervisors and Managers, business certifications and examinations for wide range of topics including project management, change management and service management, leadership soft skills and a full suite of assessment tools which can be used for recruitment, talent management, succession planning and coaching/mentoring. We deliver our solutions to global community and all of our solutions are delivered digitally.

13.) 
Vads

VADS Training Center
PT VADS Indonesia as a Learning Center provides trainers, modules, development programs for individuals and teams. VADS Indonesia owns a vast curriculum for training provided by local trainers with flexible training locations that can be arranged at the client's place or PT VADS Learning Center. VADS Provide knowledge process, transformation consultancy, customer service training, leadership training, interpersonal development, and training for trainers.

Benefit :
- Customizable training by experienced trainers
- Increase motivation and engagement
- Improves customer service skills and knowledge

14.) 
Service Quality Institute

Customer Service Training Programs
We have over 20 customer service training programs you can use on-site. With our technology, we eliminate 95% of all travel expenses for participants and trainers. The design of our programs reduces the training time by 80% which is the most expensive part of training and we eliminate the need for professional trainers and facilitators.

15.) 
The Forum

Get connected to raise standards. Established in 2000, we are celebrating 20 years of best practice, our community of professionals is recognised as the ‘go-to place’ for innovation in customer operations, from contact centre and digital to field, back office, branch & retail services, working across all industry sectors.

We offer an independent and trusted space for learning and sharing, proud to welcome members are into a thriving and active community to network with other like-minded professionals. Benchmark against the best in class and learn from innovators and pioneers. Our team of independent experts can also offer bespoke advice, consultancy and training. We have helped many organisations develop the capability of their vital support functions.
 

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