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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"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.

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Card theft from contact centre payments is about to rocket

In 2014, the Aite Group published a report on the way in which Card Not Present (CNP) fraud is expected to change over 2015 and beyond.

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Beat Credit Card Fraud This Christmas With PCI DSS

As we all hit the streets, the web and our phones to buy Christmas gifts, we’re possibly treating our payment card purchases with a little more concern and care than we gave them this time last year, and with good reason.

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De-Scoping Your Contact Centre for PCI DSS Compliance

PCI compliance is viewed as an expensive burden with concerns including disruption to daily business, budget restrictions, the complexity of the PCI DSS audit process, the potential training of staff, and so on.

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What’s in a number? Tokenisation

Recently, Visa Europe launched its Private BIN (Bank Identification Numbers) range for organisations that want to create internal identifiers. These have the same format as Visa Primary Account Numbers (PANs) but will never be used in the ‘real…

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6 ways to get your IVR working better for your customers

With the explosion of smartphones, tablets and social media, it’s becoming ever more challenging to provide the kind of service your customers want. While many companies are now offering support through more channels, it’s a fact that customers still…

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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 within large…