Callminer

APRIL 22, 2019

Learn more about PCI compliance call recording and transcription and read expert tips and best practices for PCI compliance in the contact center.

Best practices 207

Best practices Contact Center 207

Callminer

MARCH 12, 2020

Accommodating regulatory guidelines and remaining compliant with strict mandates can be tough for any call center organization to do. Call centers are at the bullseye in terms of their strategic attractiveness for malicious actors. Regulations That Impact Call Centers. The Six Goals of the PCI-DSS.

Call Center 182

Call Center Analytics Best practices Government 182

Callminer

APRIL 23, 2019

PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). PCI DSS is a set of strict regulations created to protect private financial information and prevent credit card fraud. To train and evaluate call center staff.

Best practices 159

Best practices Call Center Banking Contact Center 159

NICE inContact

APRIL 1, 2020

The news cycle is full of stories about data breaches and cybersecurity threats, including massive attacks on well known enterprises such as Marriott, Equifax and Yahoo. In most cases, it is personal information that is leaked, but those problems compound for both users and companies when payment information is exposed.

Contact Center 62

Contact Center Enterprise Personalization Best practices 62

Concentrix

SEPTEMBER 8, 2023

Learn how Transurban achieved PCI compliance with an expedited cloud transformation to an Amazon Web Services (AWS) Connect contact center.

Contact Center 71

Contact Center Technology 71

Interactions

DECEMBER 9, 2022

With this new normal, we believe one of the most important areas that needs to be addressed is the area of compliance. But even with background checks and comprehensive training, compliance has always been a potential source of fraud. Agents in the new work-from-anywhere model remain PCI compliant and customer experience remains high.

Average Handle Time 118

Average Handle Time Banking Engineering CRM 118

Global Response

NOVEMBER 6, 2023

Although call centers provide essential support and benefit to your business—including increased customer service availability, improved productivity and efficiency, stronger service levels and more—if a legal dispute or non-compliance issue is uncovered, your call center can end up costing you more than you imagined.

Call Center 62

Call Center outsourcing Telemarketing Healthcare 62

Global Response

OCTOBER 28, 2022

But compliance is often a moving target. To maintain compliance and avoid putting your brand at risk, organizations have to understand the ever-changing regulatory environment and monitor changes closely. What Is Regulatory Compliance? HIPAA requirements apply to private practice, hospitals, and treatment centers.

Government 62

Government Education Call Center Best practices 62

Interactions

MARCH 29, 2023

It highlights the significance of AI in protecting sensitive data from access by unauthorized users, ensuring compliance with Payment Card Industry Data Security Standards (PCI DSS). Any delays mean the agent hears the PCI. Trustera should not interrupt the natural flow of the conversation.

Average Handle Time 62

Average Handle Time Contact Center Metrics Technology 62

MiaRec

JANUARY 19, 2023

To comply with regulatory compliance, such as GDPR or PCI-DSS , and data security policies, contact centers use r edaction to remove sensitive content from the transcripts and audio recordings.

Contact Center 88

Contact Center Accountability Personalization Analytics 88

Quality Contact Solutions

JULY 21, 2021

If the answer is yes, here’s why it’s necessary to work with a PCI DSS Certified contact center. What is PCI DSS? In short, PCI-DSS was designed to improve account security throughout the transaction process for consumer credit cards. Why Choose a PCI DSS-Certified Contact Center?

Contact Center 98

Contact Center outsourcing Call Center Consulting 98

Interactions

JANUARY 26, 2023

Humans remain the number one driver of the need for compliance and data breaches today, demonstrating that security is no longer just a technical challenge but a human one as well. Verizon ) 44% of data breaches include PCI or PII. ( IBM ) On average, 5% of contact center agents intentionally participate in some form of insider fraud.

Contact Center 62

Contact Center Customer Experience 62

Calltools

NOVEMBER 15, 2023

Following federal regulations for call centers can be difficult, particularly when the rules continually evolve. What is Call Center Compliance? Call center compliance protects consumers from predatory and unwanted solicitation. Also, contact centers may not contact anyone on the National Do Not Call Registry.

Call Center 52

Call Center Telemarketing Contact Center CRM 52

Interactions

JANUARY 23, 2023

Especially for any contact center that accepts payments over the phone. In order to protect sensitive customer data and maintain trust, these organizations must comply with the Payment Card Industry Data Security Standard (PCI-DSS), which includes strict standards for storing and handling credit card data. Credit card security?

Contact Center 62

Contact Center Personalization Customer Experience 62

CX Global Media

JULY 13, 2017

Small Call Centers Go Big with Speech Analytics. This is often the reply leaders of smaller call centers use when they look at many of the contact center solutions in the marketplace. They just think they can’t have what the larger centers can because of their size. But we’re small.” Eureka Starter is here.

Analytics 185

Analytics Call Center Contact Center contact center solutions 185

Callminer

MARCH 3, 2016

Here’s how to maintain PCI compliance in the contact center. Companies that regularly handling financial transactions have a responsibility to protect consumer data.

Contact Center 182

Contact Center 182

Interactions

JANUARY 26, 2023

The telephone is still a popular customer service and support channel, but unstructured voice communications present security risks and compliance challenges, particularly in a work-from-home (WFH) environment. However, it’s much harder to fully safeguard PCI and PII remotely — until now.

Customer Service 62

Customer Service Healthcare Contact Center Surveys 62

Callminer

AUGUST 19, 2019

A simple, yet often overlooked solution to data security in the contact center is to not record sensitive data. By introducing redaction technology into your contact center or voice capturing technology you can ensure sensitive data removal for voice and text-based communications.

Enterprise 140

Enterprise Contact Center Banking Technology 140

Noble Systems

FEBRUARY 11, 2019

With a single fine for non-compliance costing €20 million or 4% of global annual revenue (whichever is largest), banks can’t afford to fall short with GDPR. One aspect of your business that needs to adapt to GDPR is the contact center. By addressing these conditions, you can record calls without breaking compliance.

Contact Center 75

Contact Center Banking contact center solutions Metrics 75

Calltools

MARCH 30, 2022

All outbound contact centers should comply with regulations to protect data and ensure safe and ethical calling practices. While there are overarching procedures for outbound dialing, your organization might need to adhere to additional call compliance regulations depending on your industry. Telephone Consumer Protection Act.

Healthcare 52

Healthcare Government Education Telemarketing 52

Global Response

JANUARY 31, 2024

Today, we will explore how call centers in the USA have an advantage when adhering to regulatory compliance. We’ll look at several key regulations that affect call center compliance. Call centers must legally respect this list and cannot call registered customers. Let’s dive in.

Call Center 62

Call Center Telemarketing Government Healthcare 62

Fonolo

FEBRUARY 23, 2022

For contact center management, ensuring the safety of customers, call center agents, and all other employees should always be a top priority. Maintaining a thorough understanding of cybersecurity threats and how to stop cybercriminals in their tracks is key to keeping everyone’s data secure and remaining PCI compliant.

Call Center 87

Call Center Contact Center Technology Personalization 87

Global Response

OCTOBER 17, 2023

As a result, many companies are moving their outsourcing operations to onshore models in hopes of increasing call center security and providing additional protection for sensitive data. But onshore call centers aren’t always inherently more secure than offshore models. However, is this really the best solution?

Call Center 62

Call Center outsourcing Technology Finance 62

OrecX

MARCH 3, 2022

Call recording provides a wealth of opportunity for businesses, most notably for agent performance management, quality assurance, customer intelligence, compliance, and risk mitigation. Another recording might show an agent who is not properly complying with government regulations like GDPR, TSR, PCI, etc.

Average Handle Time 118

Average Handle Time Analytics Engineering Government 118

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. First contact resolution (FCR) measures might be…”. Kaye Chapman @kayejchapman.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Tethr

NOVEMBER 5, 2021

Whether you’re a sales leader, a customer experience guru, or an enterprising contact center operator, you want to improve your business’s operations in order to protect your existing revenue… and grow more revenue opportunities. Ensure regulatory compliance. And at the end of the day, it all boils down to the same need.

Average Handle Time 100

Average Handle Time Sales Enterprise Contact Center 100

Global Response

OCTOBER 27, 2022

An inbound call center is specifically designed and trained to handle the variety of incoming communications, quickly identifying customer needs and resolving each contact to grow your relationships with customers. And increasingly, customer contacts aren’t just calls. And increasingly, customer contacts aren’t just calls.

Call Center 62

Call Center Inbound sales Automotive Upselling 62

Etech GS

JULY 16, 2019

However, when it comes to regulatory compliance in the contact center industry, taking risks should never be considered as an option. Adhering to the Payment Card Industry Data Security Standard (PCI DSS) is one of the most important ways to operate your business with integrity. Ensure your web hosting is PCI compliant.

Call Center 68

Call Center industry standards Contact Center Personalization 68

CSM Magazine

DECEMBER 20, 2021

Joint Talkdesk and PCI Pal customer relationships expand to include Air Business, Metabolic Living, Resideo, Scotts, Tucows, and Weekendesk. Our partnership with PCI Pal continues to grow as organizations increase their focus on security measures,” said Robert Gavin, Vice President, Alliances at Talkdesk. “By About PCI Pal.

Contact Center 52

Contact Center Government contact center solutions SaaS 52

NobelBiz

JUNE 26, 2023

Managing a call center goes beyond delivering exceptional customer service. It requires a deep understanding of the importance of call center infrastructure to maintain a seamless operation. A reliable infrastructure enables scalability and flexibility, allowing call centers to adapt to changing business needs and customer demands.

Call Center 52

Call Center Interactive Voice Response call center software CRM 52

Balto

AUGUST 29, 2023

Call center compliance involves meeting certain regional and international requirements and guidelines related to security and collecting and storing sensitive customer data. Relevant compliance standards help call centers maintain a positive reputation, earn customers’ trust, ensure business continuity, and avoid fines and penalties.

Call Center 52

Call Center Interactive Voice Response Telemarketing Contact Center 52

Eckoh

JUNE 19, 2020

Compliance with the Payment Card Industry Data Security Standard (PCI DSS) helps companies to demonstrate they can process card payments securely and reduce card fraud. But the road to compliance can be fraught with wrong turns, unexpected risks and confusing myths. 1: Compliance doesn’t equal security.

Interactive Voice Response 52

Interactive Voice Response Contact Center At home agents Sales 52

Noble Systems

FEBRUARY 11, 2019

With a single fine for non-compliance costing €20 million or 4% of global annual revenue (whichever is largest), banks can’t afford to fall short with GDPR. One aspect of your business that needs to adapt to GDPR is the contact center. By addressing these conditions, you can record calls without breaking compliance.

Contact Center 56

Contact Center Banking contact center solutions Metrics 56

Eckoh

JANUARY 21, 2020

Similar hidden dangers exist in the PCI DSS compliance market. There may be providers or compliance solutions that offer to secure your payments and give you broad promises about de-scoping, but their solutions only tackle surface-level threats and often rely on compensating controls. And that’s just the tip of the iceberg.

Contact Center 59

Contact Center Marketing 59

Outsource Consultants

JULY 13, 2020

Call center agents are talking to your retail customers 24/7 — and these chats represent an opportunity to make life easier for customers. Retailers should work with their call center agents to identify new ways to clarify topics of interest via your website or automated across other channels, like email, IVR, or chat. .

Customer Experience 76

Customer Experience outsourcing Call Center Consulting 76

Eckoh

FEBRUARY 25, 2020

So it's no surprise that the majority of merchants feel the same about the precious customer card data they're holding onto in their contact centers — especially as it places them within scope for PCI DSS compliance. PCI DSS noncompliance isn't an option. So, what's the answer? Where is card data hiding?

Contact Center 52

Contact Center industry standards Interactive Voice Response CRM 52

CSM Magazine

SEPTEMBER 29, 2022

KM 2 Solutions , a leader in nearshore business process outsourcing with contact centers across the Caribbean and Latin America, is pleased to announce further expansion to its Caribbean operations. A trend KM 2 predicts will continue well into the future. About KM² Solutions.

Business Process Outsourcing 59

Business Process Outsourcing outsourcing Telecommunications Technical Support 59