Since
it was first published in October 2005, the ISO 27001 certification has been a
critical indicator of how reliable an organization’s information security
standards are, with regulatory organizations, such as the British Assessment
Bureau, assigning this accreditation only after a thorough review of data
security procedures.
With
the CX industry adopting omnichannel CCaaS platforms, obtaining an ISO27001
certificate will be critical for their success in the future.
Read on
to explore what ISO 27001 certification brings to the organization and why it
is essential.
Benefits of ISO 27001 Information
Security Management
Reduces incidences of data breaches
The
obvious benefit behind ISO 27001 certification is preventing data breaches. A
few years ago, data breaches would not have been an issue because CX centers
were using on-premise solutions; however, migrating to cloud-based channels
raises cyber security concerns.
Having
an ISO27001 certification ensures that your day-to-day protocols, frameworks,
and platforms contribute to security. While cyber-attacks cannot be avoided
100%, ISO27001 indicates that your processes meet rigorous security standards
and reduce the chance of a cyber breach occurring.
Improve customer trust and business
partners
Partnerships
are becoming an integral part of the CX industry. Whether it is a prominent
CCaaS vendor, like Avaya, deciding to deepen their relationship with Microsoft
to access Azure infrastructure or CCaaS firms signing contracts with support
solutions, organizations are improving their service offering to customers by
partnering with other firms.
With
the CX industry making this shift for better collaboration, getting ISO
certified is critical because it is proof of trustworthiness and
professionalism.
Business
and technology partners are more willing to trust their valuable data to an
organization if they have proof that their security processes remain safe and
secure. Hence, obtaining ISO certification is evidence that you are a
trustworthy business partner.
Avoid fines, breaches, and legal
problems
As
governing blocs, like the EU, take a greater interest in information security,
data security is rapidly transforming from a "nice-to-do" option into
an integral process that must be followed.
Failure
to meet data security requirements could lead to compliance violations, which
could lead to severe fines and penalties. This not only leads to a monetary
cost but also a loss in business reputation.
In this
environment of tightening data security, an ISO 27001 certification could help
you with regulations and other legal requirements, helping you avoid legal
penalties and compliance violations, while also improving CX compliance enforcement. This would help you build a reputation for
being a trustworthy, compliant organization.
Create a secure information
infrastructure
A large
percentage of breaches occur due to the mishandling of information by
unauthorized employees. Considering that several CX agents, business users, and
engineers could access data at any time, it places information at severe risk.
An ISO
27001 information security management system encourages organizations to set up
rules and functions on internal/external communication along with the handling
of communication data.
What
sets apart ISO 27001 from other security certificates is the focus on
company-wide security measures where employees are forced to work together to
create a suitable information security management framework, which leads to a
more comprehensive security framework.
Evaluates the impact of possible and
realized security breaches
Ascertaining
the impact of risk that your organization faces can be difficult to measure.
Internal and external factors could affect your company, and the way
information is communicated could contribute to risk.
Moreover,
it can be difficult to determine how a data breach could affect an
organization's performance. However, one of the advantages of the ISO27001 certificate
encourages organizations to measure the potential for a breach and the
likelihood of it happening.
This
will encourage organizations to adopt a more holistic approach to information
security. Furthermore, it can help you better quantify the impact of a
potential cyber breach, which is critical for winning over business holders.
Taking the CX industry into a new era
With
the shift towards omnichannel CX platforms and the expansion to cloud
infrastructure, we are seeing the CX industry making a tectonic shift toward
cloud-based technology.
While
this will lead to more advanced, sophisticated operations that could empower
agents to handle agent call volume, it also prompts concern about data
security.
To
ensure that organizations do not suffer from data breaches that could hurt them
in the future, we need to adopt complete, sophisticated information security
systems.
Hence
why ISO 27001 information security management becomes invaluable, for it is a sign
that an organization is trustworthy and reliable to work with.
In the
future, organizations will have to pay special attention to their security
policies and procedures to successfully pursue their business goals.
