This company is trying out remote control software for the help desk staff, reports a pilot fish on the scene.
"The software would allow both the customer and help desk personnel to share control of a workstation and view its display, allowing the staff to better help customers address any problems they were having," says fish.
"As a security precaution, the software would always prompt the customer beforehand with an 'OK' button for permission to establish the remote control connection.
"In one test, the customer was to call the help desk with a problem while our observers monitored the exercise at the customer's workstation. Part of the help desk script was to warn customers that before they clicked 'OK,' they needed to hide any sensitive information on their displays so the help desk people would not see it.
"The customer put his hand over the display and clicked 'OK.'"
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