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Published on 26 July 2018
Recent research in the States has indicated that as many as 45 per cent of employees have mistakenly shared emails containing key data with unintended recipients.
From inadvertently forwarding emails that have sensitive information included in the history, not removing payment information before sharing more widely or including spreadsheet attachments with hidden columns including sensitive data, there are many ways that this can happen.
Having some ‘fail proof’ restrictions built in to your processes is helpful but in a time where people are racing to complete as much work as possible, responding to customer demands and striving to meet targets, it’s inevitable that human intervention will result in errors being made.
Too many organisations focus Quality Assurance on voice interactions alone which means they may be missing a trick when it comes to data governance and compliance.
So, how effective is your framework and what can others learn from it. Or, what do you want to know from those who are doing this well? Let’s get the conversation started.
Read the article that inspired this post, from peoplemanagement.co.uk here.
Date Published: 26/07/2018
Author: Leanne McNamee
Categories: Library, Quality & Customer Experience