PCI Compliance Best Practices
Contact centers that handle credit card transactions face
considerable risk from compromised customer payment card data.
Organizations put themselves in financial peril if they fail to
secure payment card data, resulting in monetary penalties and loss
of business due to negative publicity. This focused CallCopy
white paper provides critical details on how to comply with Payment
Card Industry Data Security Standards (PCI-DSS) v2.0. Learn how PCI
affects call recording...
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What Contact Centers Can Learn from Public Safety
To the harried managers of a modern high-octane commercial
contact center, it might seem like nothing could be more urgent
than squeezing every last drop of efficiency and productivity
out ofoperations. But they would be wrong.
There is an environment in which the stakes are higher, where
delivering top-notch “service” is a number one priority for the
organization. That is in the public safety sector, where callers
are people in intense distress...
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To the harried managers of a modern commercial contact center,
it might seem like nothing could be more urgent than squeezing
every bit of efficiency and productivity out of operations. But
they would be wrong. There is an environment in which the stakes
are higher, where delivering top-notch “service” is an
organizational number one priority. That is in the public safety
sector, where callers are people in intense distress and the
dispatcher is literally providing them a lifeline. Public...
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I'm the new kid on the block here at
CRMXchange,but since I've been involved in customer-related
issues since the prehistoric days when CTI was
the golly-gee tecnhology and it was still acceptable to
use the dreaded 'T" word to summarize the industry as a whole,
I'm not all that new and hardly a kid.
I've seen the terminology
migrate from customer service to customer
care, to customer relations management--before it became the
acronym we now all know and love. But the growing demand
for immediate...
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The main topics of interest at the IQPC Call
Center Week Las Vegas were ‘cloud’ and ‘multi-channel’.
Attendees were also concerned with the use of social media.
How customers connect to companies is evolving. Customers
want to connect on their own terms with the channel that suites
them best. Vendors are attempting to respond to the
customer’s needs with a variety of new solutions. Below is a
recap of exciting technologies and solutions that were at the
event.
360'CRM is
a full spectrum CRM...
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The current legal landscape for call recording consists of
numerous state and federal laws, along with industry mandates.
These rules and regulations have been written primarily to protect
individual rights to privacy and to protect individuals and
businesses from fraud and abuse.
It is useful for contact center managers, among others, to have a
common resource that offers useful guidance on best practices
necessary to achieve and maintain both compliance and verification.
“Call
Recording and...
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The following are some more information on the vendors who
attended the IQPC event.
Analytics
For companies frustrated with isolated or disparate data sources,
360'CRM's latest advances in its InSight data
analytics tool provides new levels of actionable information for
the Call Center or Channel Management practitioner. InSight
not only automatically draws call center performance data in to a
common, universally comparable dashboard and report analytics
library, it also integrates internal...
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The staff of CRMXchange was
present at the IQPC Las Vegas Call Center Week. IQPC did a
commendable job with the content and speakers in the
event. The exhibit hours were long, running close to 11 hours
on day one, but the vendors were pleased with the amount of
interest that people showed in their products and
services.
We traveled the exhibit
hall. Below are some vendor highlights.
Analytics
Contact Solutions
– The Continuous
Improvement Practice (CI) is based on a unique methodology and
supported...
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From June through September Opus Research mounted a Web-based
survey to gain insights into the deployment plans and levels of
interest in a variety of channels and networks for customer care
and marketing efforts. Here are the top line findings:
• Transformational times in the Contact Center – Contact center
personnel are increasingly engaged in multi-modal, multi-channel
and social interactions.
• Monitoring and call recording are high profile – In response to
questions about technology in...
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The horror stories of security breaches where millions of
consumers have had their personal information exposed are all too
familiar, TJX is probably the most infamous. Since its initial
release in 2008, the Payment Card Industry Data Security Standard
(PCI DSS) has become a sort of ‘gold-standard’ for the protection
of consumer information. In fact, some states have even written
parts of the standard, or compliance with it, into law. A trend
that is likely to continue.
A recent update to the PCI...
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after nearly three decades, the contact center quality management
(QM)/liability recording (also known as workforce optimization
(WFO)) market continues to evolve and progress at a surprisingly
rapid pace.
While many consider QM and recording solutions to be commodities,
the
2010 – 2011 Quality
Management/Liability Recording (Workforce Optimization) Product and
Market Report reveals quite the opposite. The core concepts of
QM, recording and WFO have certainly become standardized, a clear
benefit...
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If your business or organization accepts payment cards, it is in
your best interest to become compliant with PCI-DSS. In addition to
the standards, there are many other actions you can take to help
prevent breaches of sensitive card and personal information.
Below are just a few best practices. More best practices are
found in a complimentary
document from VPI CallCenter Recording
Guide to PCI-DSS Compliance.1. Work with your information technology
department before implementing contact...
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Identity theft was the
number one source of consumer complaints to the Federal Trade
Commission (FTC) in 2007. Estimates by private market research
firms peg the incidence of identity theft as high as 15 million
consumers. The most common form of identity theft, according to the
FTC, is the misuse of credit and debit card accounts. Approximately
3.4 million adults can expect to have their payment card data
compromised every year. While for most consumers the impact is
modest, according to the...
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According to the white Enkata white paper A
nalytics
Is Transforming Quality Assessment and Monitoring , typically
the core of a company’s quality monitoring process involves
listening to a very small number (sometimes less than five percent)
of randomly selected call recordings and using a single form to
score the agent’s performance. In some more mature companies, this
process is supplemented with feedback manually gathered from
completed customer survey forms. Given the nature of...
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Quality management has stood as a cornerstone of contact center
performance management for many years, and for good reason. It
focuses on the interactions between agents and customers; those
little moments of truth where customer satisfaction hangs in the
balance. For the most part, quality management hasn’t changed much
through the years. The advent and rapid adoption of analytics
technologies in the contact center is about to change that.
A new white paper from Ventana Research explores...
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The joint Speechtek/CRM Evolution conference offered attendees
ideas, strategies, and technologies to help streamline business
processes, improve customer satisfaction levels, and increase
profitability. Below is a review of just a few of the
organizations we met with at the conference.
West Interactive has been
very busy this year with the acquisition of Holly Connects, a voice
platform, and TuVox, an IVR hosting and managed services
company. The acquisitions round out West’s ability to...
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In a challenging economic environment, holding on to existing
customers is as important as attracting new ones. While it’s
recognized that First Call Resolution (FCR) is a top driver of
customer satisfac¬tion, actual usage of this metric is surprisingly
low, according to the folks at
CallCopy.
A new
eBook from
CallCopy explores the reasons why contact centers should
implement FCR as an essential key performance indicator (KPI),
discusses some of the challenges associated with definition...
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Retaining and growing a base of satisfied customers is the name
of the game. In today’s global internet-based marketplace,
customers have very high expectations and can find their next
vendor with just a few mouse clicks. The challenge for modern
contact center managers and supervisors is in determining how to
identify customer satisfaction deficiencies and provide agent
targeted coaching to improve on those deficiencies.
There are a number of best practices that should be deployed to
maximize...
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Protecting confidential customer data is a complex process. Chances
are your contact center records calls – for quality, for proof of
payment, or possibly for compliance purposes. One key question that
continues to take center stage is: how do you uphold the integrity
of those recorded interactions, while still maintaining customer
security and following business regulations?
There are both the positive effects and the challenges that contact
center managers are experiencing as they work to...
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Companies invest time, money and effort to build brands and
implement quality standards with one goal in mind: to enhance the
customer experience and t drive customer acquisition and
retention. But when you hire a partner, you give up a measure of
control over your brand and service.
In an ideal world, your partner’s performance goals and
strategies would be perfectly aligned with your own. The
reality, however, is that your partners have their own financial
goals and operational challenges....
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