Since the pandemic, employers around the world have needed to change. They have needed to shift how their employees operate and tracking tools have become a highly debated topic. Remote work is very much here to stay. Organizations and employees can both benefit from the work-from-home and hybrid work revolution.
Cost savings is a driver for supporting remote work. Employee morale and productivity also can be higher when employers grant this flexibility.
A majority of organizations support some type of remote work. Statistics show that:
- 16% of companies are completely remote.
- 40% support hybrid office/remote working.
- 44% don’t allow employees to work remotely.
While there are benefits, there are also challenges to this new environment. Employers worry about the cybersecurity risks of remote teams. Managers can find it more challenging to make sure employees are doing what they should do.
The remote and hybrid work environment has led to the rise of employee monitoring tools. These tools have mixed reviews from employees.
What Is Employee Monitoring Software?
Employee monitoring software tracks digital movements. This can include everything from general clock-in and clock-out tracking to taking screenshots of an employee’s computer several times per hour.
Tracking tools like Hubstaff and BambooHR track many activities on a person's computer. The information is then sent in a daily or weekly report to the company.
Items that these tools can track are:
- Time clock
- Keyboard activity
- Keystrokes
- Mouse activity
- Websites visited
- Screenshots of the desktop
- Apps used and how long in use
The most invasive of tools can even track the sounds and video of the employee. Tracking can be visible (so the employee knows about it) or hidden from the employee. It depends on the tool used and the ethical considerations of the employer.
This type of monitoring can benefit an organization worried about “productivity theft.” It can also alienate good employees and torpedo morale and trust. We will go through the pros and cons to weigh before you set up this type of system.
Pros of Activity Monitoring Tools
Helps Managers Understand How Employees Spend Their Day
One feature of many tracking tools is the ability to track time by project. This helps managers understand where employees are prioritizing their time. Knowing how much time employees spend on a project helps with ROI projections.
Reduces Non-Work Activities During Working Hours
One thing that employers worry about with remote employees is that they will waste time. A manager doesn’t want to pay someone only to find out the employee spent half of their time on Facebook.
About half of monitored employees spend 3+ hours per day on non-work activities. When employees know that their boss is monitoring their app usage, they are less likely to goof off.
Can Be an Easy Way to Track Time for Remote Workers
Smaller companies that work with fully remote teams may find tracking tools convenient. Employees or freelancers can track their time at the click of a button. Employers can put an hour-per-week cap on time. They can also manage payments automatically through the app.
Cons of Activity Monitoring Tools
Hurts Employee Morale & Productivity
Many employees feel they are put in a cage when monitoring is introduced. Morale can plummet and that takes productivity along with it.
Instead of focusing on work completely, various thoughts go through employees’ minds.
“If I think about this problem too long, is the tracking going to give me a low productivity score?”
“What happens when I’m on the phone with a customer and not moving my mouse around? Will the tracking make it look like I’m not working?”
Some of the feelings that employees can have when monitored are:
- Betrayed
- No longer trusted
- Loss of company loyalty
- Hurt
- Treated like a number instead of a person
“Activity Monitoring” Doesn’t Mean Productivity
Many of these tracking tools send employees and employers “activity reports.” These reports simply look at keyboard and mouse activity during a specific time.
However, what if the employee must solve a workflow issue and needs to use their brain instead of a mouse? What if a salesperson is on the phone with a customer instead of using their keyboard? Zoom calls bring a similar quandary. If you’re in a Zoom call, your mouse and keyboard aren’t being actively used like they would if you are typing.
The activity report doesn’t include this information. It will simply give a score of x% based on keyboard and mouse activity. This could make an employer think a worker was goofing off when they were actually working hard.
Costs Organizations Good Employees
Nearly half (47%) of surveyed tech employees stated that they would quit if their boss tracked them. Employers implementing monitoring can alienate good employees and make them feel like they are not trusted. They can also feel unappreciated.
When you relegate everyone to a number of keyboard strokes, you constrain creativity. Good employees often stay with companies where they feel appreciated and can grow. Once that is gone, they are likely to leave.
Finding a Balance
A few things to think about when finding the right balance between tracking too much or too little are:
- What do you really need to track?
- Should you treat all employees the same?
- What do your employees think about monitoring?
- Are you trying to solve a problem that doesn’t exist?
- What features are unnecessary that you can turn off?
- Is the tool giving you accurate data related to productivity?
Get Expert Advice on the Best Tools for Your Business
Tracking tools are an important consideration in your business. You should deploy them thoughtfully. Give us a call today to schedule a chat and get valuable advice.
Virtual appointments have become increasingly popular since the start of the COVID-19 pandemic as remote working and online meetings have become the norm. Microsoft Teams is introducing a new feature that will make scheduling online meetings even easier: Virtual Appointments in MS Teams.
What are Virtual Appointments in MS Teams?
Virtual Appointments in MS Teams is a new feature that connects Microsoft Bookings with the Virtual Appointments feature in Teams. This integration allows businesses to use a scheduling calendar to book virtual appointments and meetings within the Teams platform.
Microsoft Bookings is a scheduling app that allows businesses to schedule and manage appointments with their customers. It integrates with other Microsoft applications (like Outlook and Teams) to make scheduling and organizing appointments easier.
The Virtual Appointments feature in Teams allows users to hold online meetings, webinars and video conferences. With the integration of Microsoft Bookings, businesses can now schedule and manage virtual appointments directly from Teams without needing to switch between multiple apps.
How does it work?
Businesses need to have both Microsoft Bookings and Teams. The integration of these two apps supports scheduling and managing appointments from within Teams.
The scheduling calendar in Bookings allows customers to view available appointments and book a time that works for them. When a customer books an appointment, it automatically appears in the Teams calendar and the host receives a notification.
When it is time for the appointment, the host and the customer can join the meeting from within Teams. The meeting can be held using video, audio or chat depending on the preferences of the host and the customer.
What are the Benefits of Virtual Appointments in MS Teams?
Virtual Appointments in MS Teams offer several benefits for businesses and customers including:
Streamlined Scheduling
Businesses can schedule and manage appointments directly from the Teams platform without needing to switch between multiple apps. This saves time and increases efficiency which makes scheduling appointments easier and more streamlined.
Improved Customer Experience
Virtual Appointments in MS Teams offer customers a seamless appointment scheduling and meeting experience. Customers can easily view available times and book appointments and they can join the meeting directly from Teams without needing to download any additional software.
Increased Productivity
Businesses can hold virtual appointments and meetings without needing to leave the Teams platform. This increases productivity and allows businesses to focus on what they do best.
More Flexibility
Virtual Appointments in MS Teams offer increased flexibility which makes it possible to schedule appointments and meetings from anywhere and at any time. This is especially important in today's remote working environment where businesses need to be flexible and adaptable.
How Can I Get Started With Virtual Appointments in MS Teams?
You first need to have both Microsoft Bookings and Teams. The following steps will help you set it up and start scheduling appointments:
Create a Scheduling Calendar in Bookings
Create a scheduling calendar in Bookings. This will allow customers to view available times and book appointments.
Connect Bookings to Teams
To connect Bookings to Teams, go to the Teams Admin Center and select "App Catalog". Then search for "Virtual Appointments.”
Install Virtual Appointments
Once the Virtual Appointments app is installed, you can configure it to work with your Bookings calendar.
Get Started With Virtual Appointments
The new Virtual Appointments feature makes it easier for businesses to schedule and manage virtual appointments and meetings directly from Teams. This integration offers several benefits from streamlined scheduling and improved customer experience to increased productivity and flexibility.
Virtual Appointments in MS Teams are particularly useful for businesses that rely on appointments and meetings to conduct their operations like healthcare providers, financial advisors and legal professionals. With the ability to hold virtual appointments and meetings directly from Teams, these businesses can continue to provide their services from anywhere.
Scheduling appointments and meetings remotely allows businesses to offer more flexibility to their customers. This can lead to increased customer satisfaction and loyalty which provides a much-needed edge on the competition in today’s competitive business landscape.
As businesses continue to adapt to remote working and online meetings, Virtual Appointments in MS Teams offer a convenient and efficient way to schedule and manage virtual appointments and meetings. At Sound Computers, we specialize in helping our business clients integrate Microsoft Bookings with Teams to create a more efficient workflow.
Contact us to learn more about our comprehensive IT services and the benefits that you and your customers can experience with Virtual Appointments in MS Teams. Give us a call anytime at (870) 577-8060 to get started today!
Imagine that you are going about your day when suddenly you receive a text from the CEO. The head of the company is asking for your help. They are out doing customer visits and someone else dropped the ball in providing gift cards. The CEO needs you to buy six $200 gift cards and text the information right away. This can't be a scam because it is from the boss.
The message sender promises to reimburse you before the end of the day. You won’t be able to reach them by phone for the next two hours because they will be in meetings. This is a high priority. They need those gift cards urgently.
Would this kind of request make you pause and wonder? Would you quickly pull out your credit card to do as the message asked?
A surprising number of employees fall for this gift card scam. There are also many variations such as your boss being stuck without gas or some other dire situation that only you can help with.
This scam can come by text message or via email. What happens is that the unsuspecting employee buys the gift cards. They then send the numbers back. They find out later that the real company CEO wasn’t the one that contacted them. It was a phishing scammer.
The employee is out the cash.
Without proper training, 32.4% of employees are prone to fall for a phishing scam.
Why Do Employees Fall for Phishing Scams?
Though the circumstances may be odd, many employees fall for this gift card scam. Hackers use social engineering tactics. They manipulate emotions to get the employee to follow through on the request.
Some of these social engineering tactics illicit the following:
- The employee is afraid of not doing as asked by a superior.
- The employee jumps at the chance to save the day.
- The employee doesn’t want to let their company down.
- The employee may feel they can advance in their career by helping.
The scam’s message is also crafted in a way to get the employee to act without thinking or checking. It includes a sense of urgency. The CEO needs the gift card details right away. Also, the message notes that the CEO will be out of touch for the next few hours. This decreases the chance that the employee will try to contact the real CEO to check the validity of the text.
llinois Woman Scammed Out of More Than $6,000 from a Fake CEO Email
Variations of this scam are prevalent and can lead to significant financial losses. A company isn’t responsible if an employee falls for a scam and purchases gift cards with their own money.
In one example, a woman from Palos Hills, Illinois lost over $6,000. This was after getting an email request from who she thought was her company’s CEO.
The woman received an email purporting to be from her boss and company CEO. It stated that her boss wanted to send gift cards to some selected staff that had gone above and beyond.
The email ended with “Can you help me purchase some gift cards today?” The boss had a reputation for being great to employees so the email did not seem out of character.
The woman bought the requested gift cards from Target and Best Buy. Then she got another request asking to send a photo of the cards. The wording in the message was very believable and non-threatening. It simply stated, “Can you take a picture? I’m putting this all on a spreadsheet.”
The woman ended up purchasing over $6,500 in gift cards that the scammer then stole. When she saw her boss a little while later, her boss knew nothing about the gift card request. The woman realized she was the victim of a scam.
Tips for Avoiding Costly Phishing Scams
Always Double Check Unusual Requests
Despite what a message might say about being unreachable, check in person or by phone. If you receive any unusual requests or one relating to money, verify it. Contact the person through other means to make sure it is legitimate.
Don’t React Emotionally
Scammers often try to get victims to act before they have time to think. Just a few minutes of sitting back and looking at a message objectively is often all that is needed to realize it is a scam. Don’t react emotionally. Ask if this seems real or does it seem out of the ordinary.
Get a Second Opinion
Ask a colleague your company’s IT service provider to take look at the message. Getting a second opinion keeps you from reacting right away. It can save you from making a costly judgment error.
Need Help with Employee Phishing Awareness Training?
Phishing keeps getting more sophisticated all the time. Make sure your employee awareness training is up to date. Give us a call today to schedule a training session to shore up your team’s defenses.
Misconfiguration of cloud solutions is often overlooked when companies plan cybersecurity strategies. Cloud apps are typically quick and easy to sign up for. The user often assumes that they don't need to worry about security because it is handled.
This is an incorrect assumption because cloud security is a shared model. The provider of the solution handles securing the backend infrastructure but the user is responsible for configuring security settings in their account properly.
The problem with misconfiguration is huge. It is the number one cause of cloud data breaches. It is also an unforced error. Misconfiguration means that a company has made a mistake. It hasn't adequately secured its cloud application.
Perhaps they gave too many employees administrative privileges. They may have neglected to turn on a security function that prevented the downloading of cloud files by an unauthorized user.
Misconfiguration covers a wide range of negligent behavior. It all has to do with cloud security settings and practices. A finding in The State of Cloud Security 2021 report shed light on how common this issue can be. 45% of organizations experience between 1 and 50 cloud misconfigurations per day.
Some of the main causes of misconfiguration are:
- Lack of adequate oversight and controls
- A team lacking security awareness
- Too many cloud APIs to manage
- No adequate cloud environment monitoring
- Negligent insider behavior
- Not enough expertise in cloud security
Use the tips below to reduce your risk of a cloud data breach and improve cloud security.
Enable Visibility into Your Cloud Infrastructure
Do you know all the different cloud apps employees are using at your business? If not, you’re not alone. It is estimated that shadow IT use is approximately 10x the size of known cloud use.
When an employee uses a cloud app without authorization, it is considered “shadow IT.” This is because the app is in the shadows and outside the purview of the company’s IT team.
How can you protect something you don’t know about? This is why shadow cloud applications are so dangerous and why they often result in breaches due to misconfiguration.
Gain visibility into your entire cloud environment so that you know what you need to protect. One way you can do this is through a cloud access security application.
Restrict Privileged Accounts
The more privileged accounts you have, the higher the risk of a misconfiguration. There should be very few users that can change security configurations. You don’t want someone that doesn’t know better to accidentally open a vulnerability such as removing a cloud storage sharing restriction. It could leave your entire environment open for hackers.
Audit privileged accounts in all cloud tools. Then reduce the number of administrative accounts to the least needed to operate.
Put in Place Automated Security Policies
Automation helps mitigate human error. Automating as many security policies as possible helps prevent cloud security breaches.
For example, if you use a feature like sensitivity labels in Microsoft 365, you can set a “do not copy” policy. It will follow the file through each supported cloud application. Users don’t need to do anything to enable it once you put the policy in place.
Use a Cloud Security Audit Tool (Like Microsoft Secure Score)
How secure is your cloud environment? How many misconfigurations might there be right now? It is important to know this information so you can correct issues to reduce risk.
Use an auditing tool like Microsoft Secure Score. You want a tool that can scan your cloud environment and let you know where problems exist. It should also be able to provide recommended remediation steps.
Set Up Alerts for When Configurations Change
Once you get your cloud security settings right, they won’t necessarily stay that way. Several things can cause a change in a security setting without you realizing it. These include:
- An employee with elevated permissions accidentally changes them.
- A change caused by an integrated 3rd party plug-in.
- Software updates.
- A hacker that has compromised a privileged user credential.
Be proactive by setting up alerts. You should have an alert for any significant change in your cloud environment (like when the setting to force multi-factor authentication gets turned off).
If an alert is set up, then your team knows right away when a change occurs to an important security setting. This allows them to take immediate steps to research and rectify the situation.
Have a Cloud Specialist Check Your Cloud Settings
Business owners, executives and office managers aren’t cybersecurity experts. No one should expect them to know how to configure the best security for your organization’s needs.
It is best to have a cloud security specialist from a trusted IT company check your settings. We can help ensure that they’re set up to keep your data protected without restricting your team.
Improve Cloud Security & Lower Your Chances for a Data Breach
Most work is now done in the cloud and companies store data in these online environments. Don’t leave your company at risk by neglecting misconfiguration. Give us a call today to set up a cloud security assessment.
Cybersecurity issues pose serious risks to IT and data infrastructures globally, stressing out IT professionals as well as employers who are worried about their financial stream. IT support services have worked tirelessly to assist organizations in improving their data protection plan for the rapidly evolving environment as traditional ways of protecting data grow to address new challenges.Read more
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Cybersecurity is becoming increasingly important as technology plays a more prominent role in our daily business operations in both small and large corporations. This increase in technology comes with an increased threat of cyberattacks. According to the U.S. Small Business Administration, over 700 thousand cyberattacks against small businesses resulted in damages totaling 2.8 billion in 2020. Companies must implement IT safeguards to protect themselves from the recurrent increase in these attacks.Read more
The new year has just begun and it is a time of renewal as we plan for the possibilities to come in 2023. It is also a time when you need to plan for resiliency in the event of a cybersecurity attack.
Sixty-eight percent of surveyed business leaders feel that cybersecurity risks are getting worse. They have a good reason. Attacks continue to get more sophisticated. They are also often perpetrated by large criminal organizations. These criminal groups treat these attacks like a business.
In 2021, the average number of global cyberattacks increased by 15.1%.
To protect your business in the coming year, it is important to watch the cybersecurity attack trends. What new methods are hackers using? What types of attacks are increasing in volume? Knowing these things is important. It helps you better update your IT security to mitigate the risk of a data breach or malware infection.
We have pulled out the security crystal ball for the upcoming year and we have researched what cybersecurity experts are expecting. Here are the attack trends that you need to watch out for.
Attacks on 5G Devices
The world has been buzzing about 5G for a few years. It is finally beginning to fulfill the promise of lightning-fast internet. As providers build out the infrastructure, you can expect this to be a high-attack area.
Hackers are looking to take advantage of the 5G hardware used for routers, mobile devices and PCs. Anytime you have a new technology like this, it is bound to have some code vulnerabilities. This is exactly what hackers are looking to exploit.
You can prepare by being aware of the firmware security in the devices you buy. This is especially true for those enabled for 5G. Some manufacturers will build better firmware security into their designs than others. Make sure to ask about this when purchasing new devices.
One-Time Password (OTP) Bypass
This alarming new trend is designed to get past one of the best forms of account security. Multi-factor authentication (MFA) is well-known as being very effective at preventing fraudulent sign-in attempts. It can stop account takeovers even in cases where the criminal has the user’s password.
There are a few different ways that hackers try to bypass MFA. These include:
- Reusing a token: Gaining access to a recent user OTP and trying to reuse it.
- Sharing unused tokens: The hacker uses their own account to get an OTP and then attempts to use that OTP on a different account.
- Leaked token: Using an OTP token leaked through a web application.
- Password reset function: A hacker uses phishing to fool the user into resetting a password. They then trick them into handing over their OTP via text or email.
Attacks Surrounding World Events
During the pandemic, the cybersecurity attack volume increased by approximately 600%. Large criminal hacking groups have realized that world events and disasters are lucrative.
They launch phishing campaigns for world events. Attacks come for everything from the latest hurricane or typhoon to the war in Ukraine. Unsuspecting people often fall for these scams. This is because they are often distracted by the crisis.
People need to be especially mindful of scams surrounding events like these. They will often use social engineering tactics like sad photos to play on the emotions.
Smishing & Mobile Device Attacks
Mobile devices go with us just about everywhere these days. This direct connection to a potential victim is not lost on cybercriminals. Look for more mobile device-based attacks including SMS-based phishing (“smishing”).
Many people aren’t expecting to receive fake messages to their personal numbers. However, cell numbers are no longer as private as they once were. Hackers can buy lists of them online. They then craft convincing fake texts that look like shipping notices or receipts. One wrong click is all it takes for an account or data breach.
Mobile malware is also on the rise. During the first few months of 2022, malware targeted to mobile devices rose by 500%. It is important to ensure that you have good mobile anti-malware as well as other protections on your devices like a DNS filter.
Elevated Phishing Using AI & Machine Learning
Phishing emails in today's world are not so easy to spot. It used to be that they nearly always had spelling errors or grainy images. While some still do, most don’t.
Criminal groups elevate today's phishing using AI and machine learning. Not only will it look identical to a real brand’s emails but it will also come personalized. Hackers use these tactics to capture more victims. They also allow hackers to send out more targeted phishing messages in less time than in years past.
Schedule a Cybersecurity Check-Up Today
Is your business prepared for the cyber threats coming in 2022? Don’t wait to find out the hard way! Give us a call and schedule a cybersecurity check-up to stay one step ahead of the digital criminals.
In modern terms, discussions about development in business circles (from small and medium businesses to governments to multinational corporations) must involve digital transformation to be effective. It is no different in other sectors. This transformation does not happen to every company in the same way but cyber resiliency is important to the development of companies.Read more
The global pandemic put a big emphasis on the need to run a business from anywhere. Enabling employees to work remotely requires cloud solutions. This includes collaborative platforms like Google Workspace and Microsoft 365. VoIP (Voice over Internet Protocol) phone systems have also become critical.
VoIP allows companies to stay in contact with customers and potential customers. Employees can work from anywhere and still answer the business phone line. Callers get a similar experience regardless of where employees may be working (office or home).
When you have people working from home, those old landline systems are inefficient. This has led to a large movement by businesses to VoIP because of necessity and cost-savings.
According to Microsoft, 82% of organizations have reported saving money after implementing VoIP.
While VoIP is the way to go for the future, this doesn’t mean that it is foolproof. Companies that don’t set up their system efficiently can experience issues. This includes things like dropped calls, low bandwidth and features left unused.
If you have been struggling to make your cloud phone system more efficient, check out these tips below. They provide the best setup practices for VoIP. Use these to positively impact your bottom line.
1. Check Network Capabilities
You can’t just assume that you can enable a VoIP system and all will be well. Your network may not be able to handle the extra bandwidth needs without adjustments.
Things that you want to look at include jitter and packet loss. Additionally, review router settings to make sure it can handle peak traffic times. Experiencing dropped calls or choppy audio shows a need to address issues. These may include adjusting network hardware and/or increasing your ISP bandwidth.
2. Prioritize Your VoIP Software Using QoS Rules
Quality of Service (QoS) is a router settings area that allows you to say which traffic is most important. If QoS is not in place, it means resource issues. A large cloud backup could kick in and interrupt your calls because it is taking up bandwidth.
QoS sets up “traffic lanes” that give priority to certain functions. You will want to have your VoIP software prioritized to get the bandwidth it needs. This avoids issues with less critical processes hogging up internet resources.
Using QoS keeps your calls smooth. It also improves the reliability of your cloud phone system. It is also a good idea to use these rules for other important cloud activities.
3. Provide Quality Headsets for Your Team
A cheap headset can ruin the call experience for a potential customer. If someone calls in and can’t hear anything or gets choppy reception, they will quickly get frustrated. They will most likely figure that your company doesn’t have its act together.
Your employees may not be able to afford high-quality headsets. They also may not know what type to buy. Head off potential problems by issuing quality headsets for your team to use.
4. Set Up Departments & Ring Groups
One of the great features of VoIP phone systems is the ability to set up ring groups. You first set up your department groups (accounting, marketing, etc). Then set up the included employee extensions.
Creating a ring group allows you to have a call go to your customer support department as a whole. This is better than one person who may be busy. This way the whole group gets the ring and the first available person can pick up.
Ring groups improve the caller experience by reducing the wait time. It can also mitigate the need for the caller to leave a voicemail and get stuck waiting on a call back.
5. Create Your Company Directory
Auto assistants are extremely helpful and nearly all VoIP systems have them. You set up your company directory first and then record messages to prompt the caller.
For example, you can set up a message that prompts them to input the last name of the person that they are trying to reach. If they aren’t calling a specific person, they can be routed to a department.
While setting up a company directory takes a little effort up front, it will save much more. You no longer will need to have someone specifically routing every call. Callers can also get to the person or department they need faster. This improves the customer experience and boosts office productivity.
6. Have Employees Set Up Their Voicemail & VM to Email
When you get out of a long meeting, going through a bunch of voicemails can take time. Instead of needing to listen to each one to see which calls are a priority, you could simply read through them.
The voicemail to email feature in VoIP phone systems will automatically transcribe voicemails. They are then emailed to the recipient. This improves efficiency. It also eliminates wasted time spent on listening to entire messages to know who called.
Have employees set up this feature with their extension and email address. Some VoIP systems also offer an option to have transcribed voicemails sent via SMS.
7. Train Your Team on the Call Handling Process
Don’t leave your employees to jump in and learn a VoIP system themselves. It is important to train them on the features and the company calling process. This ensures that your team can enjoy all of those time-saving features.
Get Help Enhancing Your Business Phone System
Need help improving your business phone system? Looking for a better customer experience? Give us a call and schedule a consultation. We can help!