For many contact center leaders, enhanced fraud prevention, increased data security, and regulatory compliance are on the top of the to-do list for 2018.  As you begin (or continue) the process of researching the options that are available to you, keep in mind full system disruption and a complete o...

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2018?  What?  What happened to 2017?  If you are like me, this time every year I wonder how did the year go by so fast?  I spend time reflecting about what really happened in 2017, and I also try to frame my thinking with out with the bad, in with the good. 

Data breaches seemed to take the cake t...

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The call center industry is big business with lots of moving parts.  PYMNTS estimates that the industry "brought in roughly $13 billion in the U.S. alone last year, through product sales and subscription revenue.".  With billions on the line, and employee counts in the millions, there is a lot to co...

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"PYMNTS asked nine executives from a cross-section of the payments industry for their thoughts on how Equifax changes everything, and how it doesn’t. After all, companies must still look at what data is flowing into and out of their firms. They must still endeavor to keep consumer and cardholder dat...

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Driving down call center costs and driving up customer satisfaction are two perennial focuses of every contact center. “How can we cut expenses while not impacting customer service levels?”

Take a moment to really understand that previous sentence.  How can a contact center spend less while not ad...

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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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Customer service and protecting customer information are vitally important to any business, but sometimes it can be tough to do one without impacting the other.

For WideOpenWest (WOW!), a medium-sized provider of cable, internet and phone services, its call centers and customer interaction are a...

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Best Practices for Phone Payments

Providing the option for payment over the phone is a great way for businesses to become more versatile and expand their customer base. While the option represents great opportunity for reward, collecting sensitive data over the phone also brings along risks for bo...

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