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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The Journey of Speech Recognition IVR

In the last 15 years, technology has advanced rapidly, delivering everyday electronics we take for granted including smartphones, consumer Satellite-Navigation systems and Apple’s iPod.

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Living in a omni-channel world

It started with a text…This morning I received a text from my bank advising me of my latest balance. I wanted to query a payment and so went onto the smartphone app.

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Six Myths of PCI DSS Compliance

A lot has been written about PCI DSS compliance in recent years. With the recent heightened attention on merchants’ payment systems, there still seems to be a large degree of confusion around.

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10 Years of PCI DSS: What Has it Really Achieved?

Can you remember what you were doing a decade ago? A lot can happen in 10 years.

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Smart Meters - Big Brother in a Good Way

The drive to install smart meter technology across the UK was big news a couple of years ago, with its connections to the Internet of Things, intelligent fridges, and even fears that your energy suppliers might want to sell data on when you do your…

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Are your callers trapped inside the IVR that time forgot?

Businesses get excited about rebrands, unveiling new websites, publishing ultra-elegant apps and attracting big followings on their social media channels.

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Fine Tuning Your IVR Can Win You Customers

If you’re looking for new ways to improve customer service, then why don’t you look at refining your old ways? The phone channel is still a hugely important channel.

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Five dangerous misconceptions of telephone payments

UK consumers have little understanding of the complexities surrounding the security of their personal data. They often fall prey to myths that could put them at risk, and expose their valuable data to hackers and criminals.

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Why do Consumers Take Risks With Phone Payments?

Sitting on a hot crowded train from London at the end of a working day tends to put people into a rather lethargic mood. The only thing breaking the silence of passengers reading or tapping away on laptops is often someone speaking on the phone.

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GDPR and secure payments: What if we Brexit?

For the past few months we’ve heard a lot about how the General Data Protection Regulations (GDPR) are going to harmonise the current data protection laws in place across the EU member states.

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Customers Will Walk if You Suffer a Data Breach

It's becoming a common theme- businesses are simply not taking security seriously enough, hackers are finding their way in and customers are simply finding their way out.

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Should we use pause and resume to meet PCI compliance?

Are you seeking solutions to mitigate possible fraud, more specifically in your contact centres? If you process card payments on behalf of customers, you may have heard of the quick-fix pause and resume technology.

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The PCI Compliance Checklist for Contact Centres

If your contact centre handles customer transactions and sensitive card data- the Payment Card Industry Data Security Standard (PCI DSS) is most likely something you’ve heard of.

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Improve Customer Experience with Intelligent Call Routing

Having a modern call routing strategy in place is beneficial for any company, because it essentially makes for a great customer experience.

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Omnichannel vs. Multichannel Customer Service

In an age where technology is rapidly changing and evolving, so too does the terminology that is partnered with it. Often this terminology is unclear.

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"But we NEED to keep the PAN in call recordings." Really?

As I've discussed before, I often hear call centre executives tell me that they retain the PAN in call recordings. One point which they claim makes it acceptable or sensible is: