FEATURE
AI can help across every stage when it’ s transparent and accountable. We continuously monitor the evolving threat landscape and close the gaps that allow risk to permeate, with AI‐powered bots detecting risk before, during, and after every call.
But the best defense is people. It would need to begin with HR in partnership with security screening applicants, particularly those for prime target contact centers like( but not limited to) those in financial services. Agents would then need to be trained to spot risks and on the procedures to handle them.
Equally importantly is supporting the agents. Those who feel equipped and aligned to company culture are inherently less susceptible. Disengagement is a vulnerability; investing in agent experience is a security strategy as much as a CX strategy.
" DISENGAGEMENT IS A VULNERABILITY; INVESTING IN AGENT EXPERIENCE IS A SECURITY STRATEGY AS MUCH AS A CX STRATEGY."
When risks emerge, interaction analytics surface anomalies invisible to any supervisor— unusual data access patterns, conversational deviations, repeated unexplained account interactions— flagged in real time.
The best organizations combine intelligent monitoring with a culture where agents feel safe reporting coercion. Prevention, detection, and culture work hand in hand.
Brendan Read is Editor of Contact Center Pipeline. He has been covering and working in customer service and sales and for contact center companies for most of his career. Brendan has edited and written for leading industry publications and has been an industry analyst. He also has authored and co-authored books on contact center design, customer support, and working from home. Brendan can be reached at brendan @ contactcenterpipeline. com.
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