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SupportWorld Live - Schedule Viewer

Covering critical topics across the entire service and support industry and serving the full range of professional needs (from senior management through to the frontline), SupportWorld Live gives you several days in a welcoming, energetic community to focus solely on delivering smarter service and better business outcomes.

Click on session titles for full session descriptions. All times noted are in PT.

Session 806: Tier 1: The Frontline of Cyber-Defense

Nick Powers  (Executive VP, UNCOMN, LLC)

Location: Grand Ballroom 106/107

Date: Friday, May 20

Time: 10:20 am - 11:20 am

Pass Type: 2-day Training + Standard Conference Pass, 3-day Training + Standard Conference Pass, Premium Conference Pass, Standard Conference Pass - Get your pass now!

Track : Optimizing the Support Organization

Session Type: Session

Vault Recording: TBD

Audience Level: All

Cyber-attacks are often social engineering attacks that result from employees opening the door to hackers. Tier 1 support teams are front-and-center when those employees call to tell the support team that "something's not right". By cross-training Tier 1 professionals to react to and address threats, there's a real opportunity to make a difference in protecting organizations. In this session, we'll talk through examples of attack vectors and you'll learn how support teams can be key contributors in training, raising awareness of, and detecting cyber-incidents.


Attendees will learn:

  • How service and support professionals can help identify, react to, and prevent major cyber-outbreaks
  • Why it's worth investing in proper cyber-security training, incentive programs, and workforce development for support personnel
  • Why empowering our support teams to do more will enhance their sense of ownership and reduce turnover