Latest Contact Center Best Practices

Sep 23

How to Facilitate PCI Compliance in Your Call Center

Posted by Rachel Brink on Sep 23, 2016 11:29:35 AM
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In today’s digital economy where millions of transactions are occurring at any given moment, it is absolutely critical that businesses and vendors maintain the most stringent security measures to protect their customers’ payment card information. Which is why the major credit card institutions (American Express, Discover, MasterCard, Visa, JCB International) created the PCI Security Standards Council in 2006, outlining a number of rules and regulations businesses and vendors should follow in order to prevent potential breaches. But for businesses and call centers collecting sensitive payment information over the phone, what measures should be taken to protect their customers and maintain PCI compliance?

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Topics: pci compliance, call center compliance, call center security, PCI

Jan 15

4 TCPA Compliance Traps—and how to protect your call center

Posted by Rachel Brink on Jan 15, 2016 9:02:00 AM

The regulatory environment faced by today’s contact centers has become far stricter and more complex than ever before, requiring organizations to take a number of precautions in order to remain compliant with the latest standards and regulations. But as technology evolves and regulations continue to change, many businesses are finding it increasingly difficult to keep up with and understand the latest legal boundaries (TCPA, PCI-DSS, HIPAA, etc.) impacting their contact centers. But what are some of these pitfalls? And what are some actions businesses can take to mitigate the risk of violating them? Let’s break down some of the hidden traps of the Telephone Consumer Protection Act (TCPA), a standard that was created to protect consumers from unsolicited and inconvenient phone calls, faxes, and texts.

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Topics: call center, contact center, tcpa, tcpa compliance, tcpa regulations, call center compliance