Blog > Contact centre management

Contact centre management

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

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 …

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

Five ways to make your contact center more powerful

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 …

Five ways to make your contact center more powerful Read More »

Call recording in your contact center – advice, hints and tips for wise practice

Many organizations use some form of call recording. If yours is one of them then it’s important to be sure that you’re complying with the law on call recording. Prompted by a recent enquiry from one of our customers, here is a quick health-check review of the most common legal issues relating to call recording. …

Call recording in your contact center – advice, hints and tips for wise practice Read More »

Ten of the best ways to efficiently manage inbound calls in your call center

Call center-based businesses often find themselves investing huge sums of money in technology, especially when it comes to efficient call management, distribution and routing. Either that or they try to cope without the functionality that they require due to the costs involved in deployment. This should no longer be the case due to the rapid …

Ten of the best ways to efficiently manage inbound calls in your call center Read More »