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Edna Conway is globally recognized as an innovative and empowering executive who forecasts the future of business and creates clear strategies to get ahead of burgeoning trends. Her expertise and insight span the expanding arena of third-party risk, changing global government cybersecurity demands and consumer privacy expectations.

Jason Albuquerque is Chief Information Officer (CIO) and Chief Security Officer (CSO) at Carousel Industries, Inc. Headquartered in Exeter, R.I., Carousel Industries is a provider of managed services, including cloud, data center and security, as well as communication and network technologies.

As a result of major cyberattacks in 2020, security leaders were forced to be even more cognizant of their approach to protecting their organization, often forcing them to refine and future proof their approaches to this new world of security. After watching the events of 2020 and analyzing threat actors’ approaches, here’s what I expect to see in 2021:

Contact center call volumes will vary from industry to industry and from month to month, but the general trend is steeply upward.  Adding new agents isn’t the only or even the most efficient way that contact center managers can respond to the great COVID crunch of 2021. A properly deployed Interactive Voice Response system can make workloads manageable for agents while keeping customers from long and frustrating minutes on hold. Still, new options for callers may correspond to new opportunities for attackers. 

As the global pandemic forces more people to work remotely than ever before, it’s important to take steps to protect both your personal and company data from online threats.