Simon Beeching

Simon Beeching

After studying Modern Languages at Oxford and Business Administration at INSEAD in France, Simon joined the Executive Board of the Thomson Holidays Group and gained client-side experience of contact centre management. After setting up a consultancy firm he became a Visiting Industry Professor at Regent's Business School, London and was appointed as an executive director of Syntec in 2011 to drive its growth and strategic development. In Autumn 2020 he stepped into a non-executive role to provide ongoing support.

How can my contact center become PCI DSS compliant? A check list of considerations

PCI DSS
Written by Simon Beeching April 5, 2016

After three years of discussion, a new EU Data Protection Framework has been agreed. The new General Data Protection Regulation (GDPR) replaces the current Data Protection Directive. Whilst it won’t come into force for a couple of years, it’s important that your organization starts preparing now, as it will have a very substantial impact on all entities that …

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10 key developments for contact center managers in 2016

Contact center management
Written by Simon Beeching January 4, 2016

Companies need to consider making the move from a multichannel to an omnichannel approach It’s becoming more commonplace now for organizations to engage with customers through multiple channels. You have your call center and for most customers, talking to a live agent is still the best way to get the result they want (and many …

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Outsourcers and homeworkers need to be PCI DSS compliant too

PCI DSS
Written by Simon Beeching September 1, 2015

Organizations taking payment over the phone, both private and public sector, are now rapidly embracing the regulatory requirement to ensure that card payments over the phone are secure. In the early days of tackling compliance, ‘clean rooming’ agents was a method used to ensure card numbers couldn’t be inadvertently stored or misused, by ensuring that …

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PCI DSS compliance – why does it matter and how can you ensure your call center is compliant?

Contact center management, PCI DSS
Written by Simon Beeching December 10, 2014

PCI DSS (payment card industry data security standard) is a set of standards designed to ensure that any company which processes, stores or transmits credit card information does so securely. If you ever handle any credit or debit card payments over the phone in your contact center then PCI DSS applies to you, regardless of …

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Five ways to make your contact center more powerful

Contact center management
Written by Simon Beeching November 24, 2014

Consumers expect more from contact centers I read with interest the results of the Institute of Customer Service’s UK Customer Satisfaction Index (UKCSI) in July 2014, which confirmed a national downward trend in customer satisfaction as an increasingly empowered, digital generation puts more pressure on organizations to deliver excellent customer service in real time and, increasingly, via …

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