Thomas Rodseth, VP of Product & Marketing at Puzzel says ignoring PCI DSS is like leaving the house without locking the front door or closing the windows but some contact centres are doing just that by paying lip service to security. It’s time to safeguard customer data by improving processes around people, storage and infrastructure. Continue reading Facing up to the scary truth of customer security in contact centres, by Puzzel
Category Archives: Guest Content
Looking back on the cloud
Years after predicting the future of cloud-based workforce management, Teleopti’s Product Manager Jeremy Hamill-Keays reveals the real state of affairs in contact centers today. Continue reading Looking back on the cloud
Scrapping Card Fees – A Bureaucratic waste of time or a benefit to consumers?
Rob Crutchington, Director at Encoded, discusses the changes for consumers in light of the latest government legislation banning credit and debit card surcharges and who will really benefit as a result. Continue reading Scrapping Card Fees – A Bureaucratic waste of time or a benefit to consumers?
‘Support personalisation’ dominates modern brand-consumer connectivity
Over the years, rapid advancement of digital marketing technologies and evolution in the e-commerce landscape has catapulted organisations into a new phase of connectivity, dominated by personalisation. Today, businesses operate amidst fierce competition to win customers who now demand more than just a good customer experience. The contact centre industry must reassess its operations to successfully address and deliver a personalised experience that meets the demands of consumers today. Eli Fillmore, Director, Customer Success, Contact Centres at InMoment talks about the growing importance of support personalisation. Continue reading ‘Support personalisation’ dominates modern brand-consumer connectivity
Why GDPR is a business blessing in disguise
GDPR is intimidating – that much is undeniable. Compliance is demanded by all businesses handling EU citizens’ data by 25 May 2018. However, for all the work it raises, GDPR also presents a wealth of business benefits. Here, Howard Williams, marketing director of Parker Software, highlights the positive elements of GDPR, and explain why the austere regulations are actually rich with reward. Continue reading Why GDPR is a business blessing in disguise
Tips for contact centre agents, from contact centre agents
Call centres are worth £21 billion to the British economy and a colossal 1.1 million people are employed to work in them. Those 1.1 million people are often the subject of customer frustration, criticism and outright anger. Continue reading Tips for contact centre agents, from contact centre agents