PCI, HIPAA, Telemarketing Sales Rule and many other regulations today are all about protecting personal customer data such as credit card numbers, social security numbers, etc. To help keep this data secure, many call centers restrict the contact center agent's desktop from plugging in thumb drives...

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What drives customer satisfaction? Depending on the type of organization, the answer can vary. Some customers might say providing a high-quality product that makes their lives easier; others might say performing a valuable, time-saving service.

Regardless of an enterprise’s industry, size, or geog...

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TOOLS & METHODS

Contact center metrics have really changed over the past 15 years. We now have tools such as screen pops (CTI), workforce management (WFM), speech analytics, desktop analytics, eLearning, Quality Monitoring (QM), Net Promoter Scoring (NPS), Voice of the Customer (VOC) and many othe...

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Developed to encourage and enhance cardholder data security, the Payment Card Industry Data Security Standards (PCI-DSS), facilitates the broad adoption of consistent data security measures globally. It applies to all entities involved in payment card processing, and is specifically designed to prot...

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