I was recently asked about new trends and security measures in the call center industry as it applied to Personally Identifiable Information, or as we in the industry refer to it, simply as PII.  As I pondered the question, it reminded me of a blog post I wrote for Forbes exactly 18 years ago today...

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Companies across the globe, just like yours, resort to pausing and resuming their call recording systems when an agent captures a caller's credit card details. This is done primarily for PCI Compliance purposes and to simply protect the customer's sensitive data. But is this widely used pause-resu...

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President Donald Trump wants to bring more jobs back to the U.S., and lawmakers have asked the Trump administration to pay particular attention to the call center industry. This year, senators began planning to introduce a bill aimed at discouraging federal contractors from offshoring these jobs,...

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