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July/August 2016
Telecom Reseller 3

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Phishing The Power of “Old School” Service

and Vishing
(Part 1 of a Two-Part Series)
SJOUWERMAN
A
s the tech industry has exploded over the MICHELLI
past couple of decades and Millennials By Stu Sjouwerman, founder and CEO of KnowBe4 (www.
.part1of3
have risen to power, companies have
knowbe4.com)
innovated wildly to keep up with relentless By Joseph Michelli, PhD, CSP
customer expectations. Better, faster, easier! is
the author of Driven to Delight
Phishing tricks victims, whether at home or in the battle cry. Oh, and make sure there’s an app e Basic Mechanics of Phishing
(www.josephmichelli.com)
the workplace, into revealing private or sensitive for that! It’s no surprise that sleek, streamlined, Social engineering is a mind game. Social
data to an unknown party. Phishing attempts to lightning-paced organizations abound these days. engineers play with human psychology to gain they also crave is an “old school” company that
fool victims into acting on bogus requests for Yes, it is what customers wanted—but isn’t there con dence and win con dential information. takes the time to really know them, engage them,
personal, organizational or private data that only something cold and impersonal about many 21st Cyberthieves use social engineering to realize a and nurture them.
authorized parties should know. Typical phishing transactions?
number of rewards: identity the , nancial fraud, No matter how high-tech service becomes,
attacks occur over email and instant messages, You’re not imagining it. Yes, customers demand or unauthorized access to protected systems.
you’re still serving human beings. Humans don’t
but what began as computer fraud now also the speed and e ciency at an unprecedented Cyberthieves can apply manipulation
want to feel like a URL or a Twitter handle or
targets mobile phones and other wireless devices.
level and those service components are largely
the result of technology breakthroughs. But what
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