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On June 7, 2007, the Chief Marketing Officer (CMO) Council turned the focus of the Secure the Trust of Your Brand program onto the challenges to brand integrity that emanate from customer record exposure and information leakage in the call centers. With an estimated 100,000 call centers employing nearly 7.5 million workers handling an average of 1,708,379 calls per center per year, the opportunity for information leakage and data corruption is staggering. For many companies, the call center is the first direct touch point to the consumer, and often an opportunity to access a consumer’s personal information.
The online interactive webcast, sponsored by Envision Telephony and powered by On24, was headlined by a powerful panel of industry leaders from worldwide brands including AAA, Expedia, GE Money and Xerox. While each speaker’s call center operations varied in size and scope, one message rang true for alll: no measure of training, safeguarding, oversight, audit and assessment is too great when working to secure customer trust, loyalty and brand affinity.
Speakers shared their own experiences in evaluating the risks and repercussions that all marketers face within call centers and provided best practices on how to protect and secure brand identity in the face of potential breeches and threats. The 1-hour webcast will be made available for on-demand video download and podcast download, and a complete report will be produced to share the insight and information exchanged during the session.
The CMO Council plans to continue its laser-focused investigation on the various customer touch-points within an organization that have the potential to also prove to be data breach point. We welcome your suggestions and requests as we map out our next focus.
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advisory board 
