Blog

What's trending in the contact centre industry? What should you know about today — to avoid losing customers and to make the most of new opportunities? Our blog provides valuable insights ...

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

Removing your contact centre 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?

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PCI DSS compliance - Ten myths busted

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

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Be ‘always open’ for anytime customer service and reduce costs at the same time

Customer Self-Service has been shown to reduce costs in contact centres by as much as 20%, and Chatbots could increase that to 30%. Isn’t it time you considered adding this option to your contact centre?

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Tackling the pain of switching contact centre vendors

Worried about facing the backlash from your current contact centre technology provider when you decide to move on? It’s becoming a common occurrence and it can put organizations off.

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Make secure payments one of your USPs

How can you translate growing consumer unease about data protection into a competitive advantage for your business? The answer can be summed up in two words: Secure payments.

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Secure payments: Why they impact your CX

Today's consumers know far more about their rights than ever before. This could leave contact centres dangerously exposed in the area of secure payments unless they act fast.

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Don’t let technology vendors hold you to ransom

Many IT professionals feel that contact centre technology companies use their status as the manufacturer to ransom premium support charges.

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Data breaches: embedding security is your secret weapon

The cost of data security breaches is rising - but few companies have realised that automation can help protect sensitive information and save them a fortune, according to a top report.

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How insurers can turn toxic overnight

Are UK 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.

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Is your knitting getting in the way of great CX?

Sometimes you just have to admit it. Something you bought a while ago that, at the time, had all the bells and whistles you wanted, is now not looking so new anymore. Perhaps there are patches covering gaps in the original product. Is it a bit frayed…

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Who are the culprits?

Cardholder data can be exposed during agent-to-customer interactions, captured by call recordings, and stored within computer systems. But who’s at the heart of the fraud taking place?

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What if your contact centre was a car?

Imagine, you buy a car and you buy a three-year care plan so all your servicing and repairs are covered. After three years you opt for an extended care plan for another two years - it's a bit more expensive, but the car is doing just what you need…

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Insurers how to de-risk your home-based agents.

How can insurers boost their agility by hiring more home-based agents to handle calls without compromising data security? For forward-thinking companies there is an answer.

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There may be trouble ahead

When a vendor announces the end of support for a contact centre system or application you may feel the pressure to upgrade. But, going with the flow and upgrading brings its own set of risks. Here are some things to think about…

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Data breach bombshell: Report reveals all

A new study into the impact of a data breach makes explosive reading — especially when you discover the true cost of losing customer trust. However, with the right solutions, organisations can diffuse the problem safely.

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Combatting fraud in the contact centre – top tips

CNP crime is still predicted to rise continuously so it's important not to get complacent as there are still traps that criminals are just waiting to exploit.