CSM Magazine

JUNE 23, 2021

Whitepaper explores how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and looks ahead to the forthcoming PCI DSS 4.0. The paper looks at how data breaches impact customer confidence and brand loyalty, the current PCI DSS requirements, and a look ahead to PCI DSS 4.0,

Finance 52

Finance Government SaaS Best practices 52

CSM Magazine

NOVEMBER 25, 2021

PCI Pal , the global provider of cloud-based secure payment solutions – has upgraded Chill Insurance’s payment security solution to aid secure and compliant payment card transactions, regardless of whether contact centre agents are working onsite or remotely from home. That objective has been achieved and it’s working well.”.

Metrics 52

Metrics Feedback Sales Management 52

CSM Magazine

AUGUST 4, 2022

Rob Crutchington at payment service provider Encoded discusses how choosing the right gateway services solution can help increase e-commerce transactions, reduce costs and improve customer experience (CX). For online and MOTO* merchants ensuring transactions are processed quickly and securely, and at least cost, is business critical.

Banking 59

Banking Interactive Voice Response APIs Technology 59

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

JUNE 17, 2022

Following a review and upgrade of its UK contact centre infrastructure, British bed manufacturer and retailer Bensons For Beds has moved to Freshdesk from Freshworks , and added to its existing PCI Pal® deployment by integrating PCI Pal Digital to enable a true omnichannel secure payment solution.

Customer Support 52

Customer Support Technology Customer Service 52

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

CSM Magazine

SEPTEMBER 9, 2020

New capability provides an added secure payment option for PCI Pal customers, allowing callers to speak payment details securely. PCI Pal ® , the global provider of cloud-based secure payment solutions, has announced the addition of Speech Recognition capability for both its Agent Assist and IVR Payment solutions. About PCI Pal.

Interactive Voice Response 90

Interactive Voice Response Feedback Management Customer Service 90

CSM Magazine

JUNE 7, 2022

As contact centres embrace the world of remote and hybrid working, Rob Crutchington, Managing Director of Encoded, discusses how the cloud, open banking and the latest SCA regulations help protect the customer, agents and merchants when taking payments. There has been a rapid change in recent years in how people live and work.

Banking 52

Banking APIs Interactive Voice Response Surveys 52

CSM Magazine

MAY 19, 2021

Customers often have preferences in terms of how they pay, and it makes good sense to look at what works for existing customers and whether adding new ways might attract extra business. Ensuring payment security and protection from fraud. The original Roaring Twenties were mirrored by an economic boom in the US.

Interactive Voice Response 59

Interactive Voice Response Banking Customer Experience Management 59

CSM Magazine

SEPTEMBER 9, 2021

PCI Pal – the global cloud provider of secure payment solutions for business communications – has been announced as a finalist in no less than five categories across two payment industry award programmes. . For more information on PCI Pal visit www.pcipal.com , call +44 207 030 3770 to arrange a demonstration or follow PCI Pal on Twitter.

Government 52

Government SaaS Technology Marketing 52

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

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. You’ve decided to outsource customer service to a third-party provider. Now you just have to choose which one—and where.

Call Center 62

Call Center Telemarketing Government Healthcare 62

Global Response

OCTOBER 27, 2022

How well your inbound call center delivers exceptional service can significantly impact your brand image and your bottom line. But it’s important to note that your call center outsourcing partner must know your industry, be committed to security and compliance, and seamlessly represent your brand. Who Needs Inbound Call Centers?

Call Center 62

Call Center Inbound sales Automotive Upselling 62

JustCall

OCTOBER 25, 2023

Here’s looking at how businesses can ensure that they never miss an international call ever again! Here’s looking at how businesses can ensure that they never miss an international call ever again! As virtual distances grow smaller, it also becomes easier to communicate with each other.

Interactive Voice Response 52

Interactive Voice Response CRM Call Center Management 52

CSM Magazine

MAY 13, 2021

PCI Pal , the global provider of cloud-based secure payment solutions, is delighted to have supported UK-based retailer Halfords in ensuring that all customer payments processed in its contact centre are handled securely and adhere to the requirements of the Payment Card Industry Data Security Standards (PCI DSS).

Cloud contact 52

Cloud contact Government SaaS CRM 52

Calltools

SEPTEMBER 30, 2020

This review of the regulatory environment will help you to ensure that your call center compliance measures are right for your specific industry and business. And, like all regulations, the phrase “ignorance is no excuse” applies. Even if you unintentionally violate a regulation, you may still be subject to hefty fines and penalties.

Call Center 59

Call Center Telemarketing Government Accountability 59

ConvergeOne

JUNE 21, 2022

How was the “right agent” trained? To ensure the quality of every customer interaction, contact center managers need a business system – a repeatable approach. Many industries have compliance needs with call-recording requirements, so the journey to WEM usually begins with call/contact recording and screen capture.

Management 66

Management Contact Center Coaching Analytics 66

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

Noble Systems

JANUARY 7, 2019

How can contact centers and their agents provide the secure environment that will protect their customers’ data? Managing PCI DSS Compliance. PCI DSS compliance, which deals strictly with payment card data and cardholder information, is a time-consuming and difficult goal. Factoring in the GDPR.

Contact Center 48

Contact Center Enterprise Sales Accountability 48

Eckoh

SEPTEMBER 10, 2019

For contact centers, selecting the wrong PCI DSS compliance solution can prove just as uncomfortable — and with painful consequences. What you're really buying into There are many aspects of a PCI DSS secure payment solution to consider. Imagine wearing a pair of flip-flops on a mountain hike?

Contact Center 40

Contact Center Upselling Technology Customer Experience 40

OrecX

APRIL 6, 2020

This absence of proper call recording software can have a significant impact on an organization's ability to capture some or all of these conversations to ensure regulatory compliance (HIPAA, PCI-DSS, GDPR, MiFID II, TCPA.) Fair Debt Collection Practices Act to ensure protection against abusive debt collection practices).

voip 79

voip 79

Comm100

SEPTEMBER 29, 2021

By the end of the article, you’ll understand how to navigate common security pitfalls, and which security features will matter most to you and your organization. By choosing a vendor that takes security seriously, reflected by the number and standard of its security compliances, you can be confident that your and your customers’ data is safe.

Customer Service 77

Customer Service Best practices Chatbots Personalization 77

ConvergeOne

SEPTEMBER 28, 2022

Ensure proper cloud security. IT leaders must keep cloud data confidential and protect its integrity, ensuring no one can change it. A good compliance program can help prevent your data from being altered and keep your data from being compromised. It determines how much data can be lost before it must be backed up.

Real estate 72

Real estate Healthcare Consulting Consulting 72

SmartAction

NOVEMBER 1, 2023

The question is “how.” Of course, where and how you start are essential in any technology initiative, so in this article, we’ll provide a roadmap to ensure project success. For contact center supervisors, the question isn’t whether to implement conversational AI – the benefits are obvious.

Contact Center 63

Contact Center Virtual Agent Interactive Voice Response Chatbots 63

Calltools

JULY 27, 2022

Learn some best practices to maintain call compliance in your center below. . TCPA and DNC Compliance. The above call compliance regulations apply to both residential landline and wireless numbers. . Penalties for TCPA non-compliance can be as high as $1,500 per violation—a cost many call centers can’t afford. .

Best practices 52

Best practices Wireless Government Call Center 52

Eckoh

JUNE 25, 2020

So how do we start to remedy the risks? Your people: How to avoid having any 'soft targets'. Your employees' security awareness and vigilance is critical to your protection and compliance — and should now play a greater role in company culture. Remote working — an overnight transformation that's here to stay. But that's not all.

Contact Center 52

Contact Center Technology Personalization Surveys 52

CSM Magazine

JANUARY 21, 2021

So you must ensure that their data is safe from cyberattacks and data breaches. GDPR Compliance. GDPR regulates what you do with the personal information that you access, what happens to the sensitive data, and how it’s shared and stored. The amount of time we spend on the Internet rocketed last year due to the global pandemic.

Scripts 52

Scripts Personalization 52

Eckoh

OCTOBER 21, 2019

But when launching new tech-driven consumer services, companies shouldn't just be thinking about innovation, sales and how to deliver a great customer experience — data security must be a priority. Consumers adore new technology — but criminals love it too. We all value new technology if it gives us more choice, convenience and control.

Entertainment 40

Entertainment APIs Banking Technology 40

CSM Magazine

OCTOBER 5, 2022

Read on to learn how to outsource effectively. Ensure that the prospective BPO firm will provide you with a specialist team focusing entirely on your activities. Can the BPO Provider Help With Compliance? The third-party vendor must help you complete compliance requirements. Use these in your ecommerce business strategy.

outsourcing 52

outsourcing Customer Service Multichannel Business Process Outsourcing 52

CSM Magazine

MARCH 3, 2022

Organisations with an online presence need to be sure they are ready for full Strong Customer Authentication (SCA) compliance for e-commerce transactions. Encoded’s Fraud Prevention Platform (FPP) is a new payment solution to speed-up fraud checks and ensure more transactions are processed successfully.

Banking 59

Banking APIs Interactive Voice Response Management 59

OrecX

NOVEMBER 5, 2018

In addition to Workforce Management and Customer Relationship Management software, there is a real need for compliance recording and quality monitoring software – sometimes one or the other and sometimes both. Ideally, contact centers should have both compliance recording and quality monitoring. Compliance Recording.

Telemarketing 54

Telemarketing Contact Center Government Healthcare 54

NobelBiz

MARCH 14, 2023

Therefore, compliance is critical to maintain a healthy and sustainable business. One of the major issues faced by debt collection agencies and contact centers when it comes to compliance is the lack of the right solutions to be compliant. For debt collection agencies, following compliance is of very crucial essence.

Contact Center 52

Contact Center Scripts Call Center Government 52

Talkdesk

FEBRUARY 25, 2020

Becoming customer-centric is key for organizations to survive. Companies must focus on the customer at every interaction, including sales, marketing, support and others. Talkdesk® believes that a successful digital transformation is a strategy that applies to all stages of a business. Embrace the cloud. Transform your business.

Cloud contact 56

Cloud contact contact center solutions Customer centricity Contact Center 56

teleopti

MAY 20, 2019

My two previous blogs discussed how resistance to change is the arch nemesis of customer service and five ways to redefine traditional key performance indicators (KPIs). Yet it is time to rethink how you can you use WFM, as a data source and processor, to drive wider transformation. Five ways to maximize workforce management and data.

Customer Service 85

Customer Service Technology Service level Management 85

BlueOcean

JUNE 22, 2022

How do you ensure resiliency and business continuity? When it came to the contact center RFP, companies consistently required bidders to “Describe your telephony platform” and those with best-in-class products had a definite edge. Fast-forward a couple of years and the whole premise of on-prem is disappearing. See what we did there? ).

Contact Center 62

Contact Center Technology outsourcing contact center solutions 62

Blueship Call Center

DECEMBER 12, 2023

How do you guarantee outcomes and who oversees your vendor partners’ daily performance? During its early stages, business process outsourcing (BPO) has become a well-recognised method utilised by organisations across several industrial sectors. Establish your vendor management procedure and framework. P roposal Request (RFP).

outsourcing 73

outsourcing Call Center Business Process Outsourcing Contact Center 73

OrecX

FEBRUARY 19, 2018

Three primary areas in which call recording helps businesses include (C) Compliance, (P) Performance and (R) Risk. Compliance - recording customer calls and agent screens to ensure internal and external compliance. Compliance - recording customer calls and agent screens to ensure internal and external compliance.

Telemarketing 48

Telemarketing Best practices Contact Center Sales 48