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Contact centre management

Voice of the Contact Center Consumer 2021

Recently the CCMA released its new research report – Voice of the Contact Center Consumer 2021. There has been a huge amount of discussion about the impact of the Covid19 pandemic on contact center operations and the knock-on effect this has had on customer service/experience, not just in our industry but across the board, and the …

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How using tokenization can improve the customer experience offered by your contact center

A customer’s experience (CX) when dealing with your contact center can be the deciding factor in whether they continue to do business with you, or decide to switch to a competitor.

Digital Transformation – The Future of Contact Centers

Digital channels have become an integral part of the way that organizations connect with their customers. Consumers expect reliable and secure solutions for their platform of choice whether that’s email, social media, webchat, SMS, or good old-fashioned telephone calls. Digital channels continue to shape the way we all live, work, shop, and communicate. Having the …

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Why PCI DSS matters (and what you can do to protect your business by ensuring you’re compliant)

If your company processes card payments, then it’s likely that you have heard of the Payment Card Industry Data Security Standard (or the PCI DSS as it is more commonly known). In this blog we take a deep dive into what PCI DSS is and if it is something that affects your business. What is …

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Processing secure ACH payments with CardEasy

Firstly, what is an ACH payment? An ACH (Automated Clearing House) payment is a type of electronic bank-to-bank payment commonly used in the United States for processing low-value domestic transactions. ACH offers a simple way for customers to schedule recurring payments – think monthly insurance premium payments, utility bills, and other similar payments. ACH payments …

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Agent assisted versus self-service IVR payments – what’s the difference?

Our flagship CardEasy solution enables customers to pay securely using the touch-tone keypad of their phone, either whilst on a call with an agent (so-called ‘agent assist’ mode) or using a self-service IVR. The technology underpinning both options is DTMF masking. In this blog we’re going to explore these two options in more detail and …

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