In this blog we discuss the phrase "Because Your Call is Important to Us", as it does not always ring true as organizations look to just “handle” the calls in the most inexpensive way- normally via IVR.
Customers are increasing their use of multiple channels such as email, web and chat—often in tandem—for business dealings, growing the number of interactions and driving the traditional contact center to become a customer experience media center.
Target Breach Highlights the Importance of PCI DSS Compliance
While the US retail industry is reeling from what has been declared by some as the ‘worst breach in history’, the payment breach at retail giant Target has put a very real perspective on the importance of PCI DSS compliance.
Spending all day, every day more or less consumed by the vagaries of the “contact center world” can sometimes lead to the development of a particular blindfold to the points of view of those on the outside of this world.