Welcome to the CardEasy blog

If you don’t need the card data, don’t touch it!

PCI DSS
Written by Kevin Dowd July 18, 2015

Call centers, when it comes to PCI DSS compliance give the problem to someone else I have been a PCI DSS QSA for seven years now, and involved in the information security industry for 15. In that time I have assessed and advised all manner of customers, large and small, across various sectors and in various aspects […]

If you don’t need the card data, don’t touch it! Read More »

Call centers, when it comes to PCI DSS compliance give the problem to someone else I have been a PCI DSS QSA for seven years now, and involved in the information security industry for 15. In that time I have assessed and advised all manner of customers, large and small, across various sectors and in various aspects

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

Contact center management
Written by Danny Cresswell June 9, 2015

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

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

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

Ten tips for offering your callers a positive IVR experience

Contact center management
Written by Alex Cooksey March 18, 2015

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

Ten tips for offering your callers a positive IVR experience Read More »

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

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

Contact center management
Written by Colin Westlake January 13, 2015

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

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

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

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

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

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

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

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

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