Companies forever have relied on live, manual capture of sensitive customer data via the telephone by the customer verbalizing their information. While this approach still works and most companies are still using it in their everyday workflow, times are changing, and so are the ways in which we now...

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The call center agent’s desktop is a collecting ground for personally identifiable information (PII), and sometimes efforts to control the secrecy of this data falls short and also inhibits customer service delivery. 

Consider the agent’s desktop/workstation and all the elements at play, including...

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Lawsuits, bad press, compliance infractions and displeased customers are just some of the many reasons the world is so focused on the protection of personally identifiable information (credit card data, pin numbers, social security numbers, etc.). As a result, we are constantly seeing innovative new...

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Call centers are starting to offer new payment options to customers in an effort to shore up security, boost efficiency and increase compliance. These methods, however, are leaving in their wake potential customer dissatisfaction.

Recently I learned of a new way to make a payment when you call int...

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PCI Compliance continues to prove challenging to organizations across the U.S. and beyond, particularly with regard to protecting credit card and social security data.  The main problem is that this sensitive information can be exposed when verbally transmitted by a customer to an agent.

There are...

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A primary means today of complying with PCI data privacy regulations for contact centers is to pause and resume the call recording system so as not to capture parts of the customer call in which sensitive information (i.e. credit card data, social security number, etc.) is being given.  In many case...

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Most call center operations today rely on IVR technology to support customer self-care and reduce live agent staffing requirements. But, there are many instances in which live agent assistance is a necessity. When these situations require the caller to provide personally identifiable information (PI...

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Touchtone/DTMF capture is gaining ground as a means of securely capturing sensitive customer data over the telephone such as a credit card or social security number, e.g.  DTMF (dual tone multi frequency) is essentially using a touch tone phone to collect data based on the tones each number makes. D...

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Companies of all sizes and in all industries care about keeping customers. And it’s a fact of business: If customers aren’t comfortable with you, your products, or your level of service, there are usually other options available to them. For businesses in the “customer” business (and that means any...

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Lexis Nexus sponsored a study by the Javelin Research firm regarding e-merchant security.  One of my conclusions from this study was that preventing fraud is good for business in many ways aside from the obvious.  Preventing fraud also results in increased customer loyalty and increased sales.  The...

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