Blog & News

Wow - How things have changed...or have they?

Posted on: 6/30/2017

I was recently asked about new trends and security measures in the call center industry as it applied to Personally Identifiable Information, or as us 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 titled “Are Your PCs and phones still not talking?” In that article I talked about an experience of when I called my credit card company to retrieve my balance.  I did receive my balance and opted to be connected to a live agent.  I was then transferred a second time – requiring me to yet again provide my PII.  Back then the lack of automation was detrimental to the experience.

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An End to Pause and Resume Call Recording?

Posted on: 6/21/2017


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-resume approach efficient, effective and even necessary?

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Safeguarding Customer Payments For The At-Home Call Agent Boom

Posted on: 6/20/2017

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, a measure that would propel a trend in recent years that sees more of these jobs remaining in the country.

According to George McDonough, vice president of client relations at call center software company IntraNext, these efforts are forcing U.S. companies to examine their strategies. For many firms, that means facilitating work-from-home call agents.  Read the full article here Safeguarding Customer Payments for the At-Home Call Agent Boom

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You’re going to do “WHAT” to my call center metrics?

Posted on: 8/24/2016

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 others to measure our contact center agents

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PCI-DSS 3.2: What call centers need to know

Posted on: 8/17/2016

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.

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DID PCI Compliance start in WWII?

Posted on: 7/20/2016

“Loose lips, sink ships…” was a popular US Idiom meaning “Beware of unguarded talk.” or “Do not speak publicly about sensitive information”. It was coined during War War II by the War Advertising Council and was illustrated on posters from the United States Office of War Information.

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