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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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:

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"It's easy: we encrypt the PAN in our call recordings." Really?

1. You can't store sensitive authentication data in call recordings (for contact centres - the 3- or 4-digit CV2 security checksums).

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Latest Data Breach: Why do companies still risk storing customer data?

With yet another high profile data breach hitting the headlines this week, it emphasises the absolute necessity for organisations to protect customer data...

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"We don't ask for CV2 during phone payments." Really?

I've probably been into a few hundred contact centres, and I continue to visit them regularly as part of my work. I am genuinely flabbergasted when I hear a version of this statement:

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IVR: A Key Self-Service Tool for Contact Centres

Interactive voice response (IVR) has revolutionised the contact centre world by allowing consumers to quickly resolve basic enquiries on their own. It was the first self-service channel available to consumers.

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Bringing human intelligence to customer service technology

Customer service is all about helping people. The clue is in the name. But when handling customer phone calls somewhere along the line that basic premise has become buried.

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The Power of Speech Recognition in IVR

Recognition is so much better now than it used to be. We can now just ask our smartphone what the weather is like outside to get an accurate forecast without searching through apps and menus.

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“We’re PCI DSS compliant!” Maybe, but are you still at risk?

When questioned if their payment data is secure, a common merchant response is: “We are PCI DSS Compliant”. However, data breaches continue to make headlines.

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Seven questions to ask when outsourcing your contact centre payments

If you take contact centre payments, you will most likely be looking for ways to protect your customers’ data and achieving PCI compliance.

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Pause and Resume for PCI Call Recordings – How secure is it?

Payment card fraud is rising by an alarming rate, especially where the cardholder isn’t present for the transactions. As a result, merchants are under increasing pressure to secure their payment channels.

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[Infographic] Why good call-routing design matters

For organisations with multiple sites and departments, managing detailed call flows can be quite difficult. Various consumer surveys have shown the impact that call-routing design has on their experiences.