Why Data Security in Contact Centers Is a Revenue and Compliance Problem, Not Just an IT Problem
By Ronnie Mize, Chief Technology & Security Officer, Etech Global Services
Most contact center data breaches do not start in the IT stack. They start with agent behavior, process gaps, and the 95-98% of interactions that sampling-based QA never reviews. This piece argues that real PCI, HIPAA, and SOC 2 compliance rests on one operational foundation: 100% interaction coverage paired with automatic redaction. It also shows what a defensible compliance posture requires across offshore delivery, drawing on Etech's 25-year, zero-breach record across 200 million+ interactions a year.