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This research updates CardEasy’s 2018 white paper De-scoping from PCI DSS in Contact Centers by reviewing the current state of play regarding consumers’ attitudes to card payments by phone and assessing how these have changed over the last few years, particularly taking into account the ongoing effect of the global COVID-19 pandemic and how that has changed consumer behaviour.
We’ve conducted this ‘state of the industry’ research regularly since 2014. This latest update comes at a time of huge upheaval and change for contact centers. The pandemic has been a real game changer in several different ways so this is the ideal time to look back at what’s changed from the perspective of both consumers and industry experts and consider the extent to which these changes might be permanent and what their ongoing effect on the industry is likely to be.
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