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Contact centre management

How to make IVR payments (and your call center) PCI DSS compliant

Let me start with an important distinction here first. If you want to take payment over the phone via an automated IVR system without call center agents involved, then it’s correct to talk about this as ‘an IVR payment system’.  But if it’s compliant card payments between customers and call center agents that you are …

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Confidence tricks – how PCI DSS compliance helps you win your customers’ trust

Loss of confidence in online transactions and data held on individuals is amongst the greatest potential risks facing any on line retailer, financial institution or public facing body. Headlines abound on data losses from banks, social websites and health providers. Each breach represents a significant blow to the reputation of the business suffering it and …

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Telephone number changes – 0845 ain’t dead yet!

You’re probably aware that the regulator Ofcom imposed a change to the revenue regime on all UK numbers beginning 08, 09 and 118, which took effect on the 1st of July 2015.  This suggests another review of inbound telephony numbering may be worthwhile, after CCICACR (the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations) which …

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10 simple ways to reduce average call handling time in your contact center

Average call handling time is one of the most common metrics that call center managers use to measure the performance of their teams. It’s an easy metric to measure and provides a clear indication of how efficiently the call center is operating. Reducing average call handling time can lead to significant gains in productivity but …

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Ten tips for offering your callers a positive IVR experience

IVR (interactive voice response) is a powerful tool and, when used well, can help you significantly improve the service that you offer callers to your contact center as well as offer you greater operational efficiency. However when it’s badly used, IVR can be a huge source of frustration for callers and ultimately results in lost …

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Managing multi-channel communication in contact centers – challenges and opportunities

The way customers interact with business is changing. The phone is being replaced as the first point of contact by the company website, often reached from a mobile device, allowing for an interaction far richer than can be achieved by phone alone. Customer interactions can  now move from one channel to another, escalating in the depth …

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