Why your website needs Web chat

20 Nov 2018

The world's retail websites can be divided into two camps those with Live chat, and those who haven't added it ... yet. So why is now the right time to open up a new channel to your customers?

How to create a business case for de-scoping your contact center from PCI DSS audit

2 Nov 2018

Removing your contact center from the scope of PCI DSS audit is a smart strategy - we call it 'de-scoping'. But how are you going to convince your business and senior management that it's the right move?

PCI DSS compliance - Ten myths busted

31 Oct 2018

Confused about PCI DSS compliance? It's not surprising with the amount of different interpretations and myths circulating.

How insurers can turn toxic overnight

27 Sep 2018

Are US insurance companies in danger of shooting themselves in the foot? Even the best of brands are at risk - if they get exposed in one vital area of customer care.

How to de-risk your at-home agents

16 Aug 2018

How can US health insurers boost their agility by hiring more at-home agents to handle calls - without compromising data security? Forward-thinking companies have found the answer.

BCBS companies lead way in medical data breach battle

3 Aug 2018

Healthcare identity theft and fraud is a fast-growing threat in the US, but some insurance organizations are getting the diagnosis spot on and the remedy is working.

Agent desktops: Seven ways to get the best ROI

24 Jul 2018

Unified agent desktops can transform the fortunes of US contact centers and enhance their relationships with customers. But why do some deliver a much faster payback than others?

Agent desktops: Unified agent desktops: Ready to unleash some magic?

13 Jul 2018

The right agent desktop can do magical things transforming relationships between businesses and customers. But what's the secret behind it all? You may be surprised.

PCI DSS: What's the cost of DIY compliance vs de-scoping?

6 Jun 2018

Tackling PCI DSS compliance can feel like you're battling with hydra from Greek mythology ... the moment you think you're making progress, the monster grows another head. So, is it time to hand the job to someone with more firepower?

PCI DSS: The thrills, perils and costs of DIY compliance

17 May 2018

Card payment fraud is rising - and merchants need to safeguard the way they process, store and transmit cardholder data. But should PCI DSS compliance be something you tackle on your own?

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