CSM Magazine

APRIL 25, 2023

The report records the use of Interactive Voice Response (IVR) for payments, both post call and mid-call to have increased by a full percentage point this year over last year’s findings – from 4% this year to 5% and from 17% to 18% respectively. What’s next? Rob Crutchington is Director of Encoded.

Omni-Channel 52

Omni-Channel Self Service Abandon Rate Return on Investment 52

CSM Magazine

NOVEMBER 25, 2021

PCI Pal , the global provider of cloud-based secure payment solutions – has upgraded Chill Insurance’s payment security solution to aid secure and compliant payment card transactions, regardless of whether contact centre agents are working onsite or remotely from home.

Insurance 52

Insurance Metrics System Feedback 52

CSM Magazine

SEPTEMBER 9, 2021

PCI Pal – the global cloud provider of secure payment solutions for business communications – has been announced as a finalist in no less than five categories across two payment industry award programmes. . For more information on PCI Pal visit www.pcipal.com , call +44 207 030 3770 to arrange a demonstration or follow PCI Pal on Twitter.

Industry 52

Industry Hotels Government Technology 52

CSM Magazine

MARCH 16, 2022

PCI Pal , the global provider of cloud-based secure payment solutions – has supported restaurant group Fridays UK with the implementation of its PCI Pal Agent Assist solution, to ensure full PCI compliance when handling customers’ telephone-based card payments. About PCI Pal.

Groups 52

Groups Multi-Channel Guest Experience Government 52

CSM Magazine

SEPTEMBER 8, 2021

For customers to buy from an organisation either in person, online or via a contact centre they need to be confident that their payment cards will not be compromised, their personal details are secure and their identities cannot be stolen. . PCI DSS was created to protect consumers and merchants against security breaches.

eBook 52

eBook Banking Financial System 52

CSM Magazine

JUNE 7, 2022

As contact centres embrace the world of remote and hybrid working, Rob Crutchington, Managing Director of Encoded, discusses how the cloud, open banking and the latest SCA regulations help protect the customer, agents and merchants when taking payments. There has been a rapid change in recent years in how people live and work.

Banking 52

Banking e-support Financial Report 52

CSM Magazine

JULY 27, 2021

PCI Pal , the global provider of cloud-based secure payment solutions, has been announced as a finalist in the 2021 Computing Cloud Excellence Awards for the ‘Best Cloud Finance Solution’ category. For more information on PCI Pal visit www.pcipal.com , call +44 207 030 3770 to arrange a demonstration or follow PCI Pal on Twitter.

Government 52

Government Communication Innovation Industry 52

BlueOcean

JUNE 22, 2022

Read on to unpack our recommendations as an outsourcer supporting some of the world’s best brands in verticals from SaaS to travel and tourism. RFP Question: Describe your technical infrastructure relative to the remote work model. The pandemic only accelerated the growing trend of remote work. Technical Resiliency.

Contact Center 156

Contact Center Technology Tourism Exceptional Customer Service 156

CSM Magazine

MAY 19, 2021

With shops, pubs and restaurants re-opening their doors and hairdressers working all hours to keep up with demand, the future looks promising for business. Customers often have preferences in terms of how they pay, and it makes good sense to look at what works for existing customers and whether adding new ways might attract extra business.

Multi-Channel 59

Multi-Channel Banking Retail Ecommerce 59

CSM Magazine

NOVEMBER 24, 2020

PCI Pal, the global provider of secure payment solutions, today announced it is a finalist in the Card and Payments Awards 2021 for the ‘Best Technology Initiative’. For more information on PCI Pal visit www.pcipal.com , call +44 207 030 3770 to arrange a demonstration. For more information, visit: www.cardandpaymentsawards.com.

Technology 52

Technology Innovation Industry Examples 52

CSM Magazine

APRIL 20, 2021

The UK’s largest equine charity, The British Horse Society (BHS), has selected PCI Pal to secure all of its cardholder-not-present telephone-based payments for memberships, renewals and educational materials. We’re PCI compliant, have enhanced the member journey and are providing confidence all round.”. About PCI Pal.

Management 52

Management Government Communication Industry 52

CSM Magazine

MARCH 11, 2021

Manchester’s Royal Exchange Theatre has selected PCI Pal to securely manage telephone-based payments and refunds via its cloud-based Agent Assist solution and ensure it complies with PCI DSS rules. PCI Pal’s Agent Assist solution was selected as its solution of choice and has been implemented remotely. About PCI Pal.

Government 52

Government Communication System Data 52

BirdEye

OCTOBER 20, 2021

Table of contents How SMS payments can help you get paid faster: SMS payments for home services SMS payments for automotive companies SMS payments for healthcare & dental practices SMS for retail businesses Frequently asked questions Make every day payday with Birdeye. SMS payments work for every industry. SMS payments!

Automotive 97

Automotive Healthcare Insurance Retail 97

CSM Magazine

APRIL 2, 2020

Ecotricity leads the charge to improved CX and telephone payment security with New Voice Media and PCI Pal Agent Assist. PCI DSS compliance. To serve its growing customer base, Ecotricity has a multi-site contact centre in Stroud, UK, with 450 contact centre agents working across the business. Value added by Vonage.

Multi-Channel 52

Multi-Channel Self Service System Interaction 52

CSM Magazine

JANUARY 13, 2022

PCI Pal survey compares opinion between consumers and contact centre professionals in the UK and USA. For more information on PCI Pal visit www.pcipal.com , call +44 207 030 3770 to arrange a demonstration or follow PCI Pal on Twitter. About PCI Pal. About the Research.

Consumers 52

Consumers Self Service Survey Customer Service 52

Calabrio

JULY 25, 2019

From day one, we designed Calabrio ONE to quickly deliver tangible business value to contact centers around the world. Radial’s Nicole Price also took home the “Champion” award for invaluable contributions she’s made to improving the Calabrio ONE product suite while advocating on our behalf.

Contact Center 153

Contact Center Abandon Rate Innovation Government 153

Think Customers

FEBRUARY 15, 2022

Even without a vaccine mandate, employers face major hurdles when it comes to luring workers back to in-person work. Look at-home for the long term. If the pandemic has taught anything, it’s that employees want flexible and supportive work environments. is that is works quickly. So, now what? That’s where TTEC’s Retain 2.0

Contact Center 52

Contact Center Policies Brands Innovation 52

CSM Magazine

JANUARY 26, 2022

Add remote and hybrid working into the mix and things have become even more uncertain when it comes to providing easy and secure payment methods. Frictionless payments and protection from fraudulent transactions are priorities for both contact centres and customers. Suddenly everything changed with people working at home.

e-support 59

e-support Banking Financial Innovation 59

Comm100

APRIL 30, 2020

Most live chat teams around the world have found themselves working from home, possibly for the first time ever. Thanks to the flexibility of live chat – if cloud-based – most teams have been able to transition smoothly into remote working. But managing agents working from home still poses many difficulties.

Knowledge Base 131

Knowledge Base Omni-Channel Self Service Social Media 131

CSM Magazine

JANUARY 21, 2021

We buy online, spend our free time surfing the web, work in the digital space, and open web-based businesses. So you must ensure that their data is safe from cyberattacks and data breaches. GDPR Compliance. One of the most significant preventive measures to prevent cyberattacks is resigning from a shared server to host files.

Data 52

Data Guidelines Measurement Policies 52

Comm100

JANUARY 21, 2021

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. Small businesses around the world are adopting live chat to offer customer support at home, in the office, or even on-the-go.

Video 246

Video Social Media Software Knowledge Base 246

John Paul

JUNE 5, 2020

In this interview, he talks about his daily life at work. Each person manages his region, but we work as a team. I am also working on future short, medium, and long-term developments. We accomplished all this while keeping in compliance with the PCI-DSS security standards! Hello Anthony!

Management 78

Management Exercises Call Center Travel 78

CSM Magazine

AUGUST 29, 2022

To prevent cyber attacks, customer service teams should implement security measures to protect themselves while working online. Customer service teams often use third-party apps as part of their work, which makes them vulnerable to phishing. This typically happens via email or social media message, but can also happen over the phone.

Customer Service 52

Customer Service System Social Media Customer Service Representative 52

NobelBiz

MAY 16, 2023

However, COVID-19 proved to be a catalyst for adopting the cloud-based model due to its work-from-home capabilities. What was initially perceived as a temporary fix soon revealed its potential to deliver benefits beyond remote work. How Do Hosted Contact Centers Work?

Contact Center 52

Contact Center Customer Service Contact Center Software Call Center 52

COPC

MAY 4, 2016

On a recent flight home, I was reflecting on the themes that I have been hearing. A few topics have continued to come up in my conversations, so I thought I would share them with you: PCI Compliance: One of the things that I continue to hear through my travels is how some organizations are much more lax than others about PCI compliance.

Contact Center 40

Contact Center Travel Comparison Survey 40

NobelBiz

MAY 16, 2023

However, COVID-19 proved to be a catalyst for adopting the cloud-based model due to its work-from-home capabilities. What was initially perceived as a temporary fix soon revealed its potential to deliver benefits beyond remote work. How Do Hosted Contact Centers Work?

Contact Center 40

Contact Center Customer Service Contact Center Software Call Center 40

Magellan Solutions

AUGUST 8, 2022

But this can potentially deplete a startup company’s resources, as many budding entrepreneurs or home business owners learn. TYPES OF OFFICE ARRANGEMENTS: WHICH ONE WORKS FOR YOU? . Large internal initiatives may benefit from managed services, and they may also provide creative ideas for building a strong, secure IT strategy.

Management 40

Management e-support Call Center Software 40

Comm100

JANUARY 5, 2021

On top of this, some industries require compliance with specific security measures to protect their customers’ data. These work by stealing a company’s sensitive data and then demanding a ransom fee to have them returned. How can a cyber-attack affect my company? Ransomware attacks are the most common. Software updates.

Chatbots 130

Chatbots Exercises Banking Airlines 130

BlueOcean

FEBRUARY 17, 2022

The business continuity benefits of having both on-premises and at-home built into your solution are broader and more cost-effective than the old school hot site model. When the world came to a stop in March of 2020, we transitioned almost all our on-site agents to work-at-home over the course of three days. Stay Involved.

Contact Center 156

Contact Center Customer Care eBook Course 156

Interactions

MARCH 29, 2023

It highlights the significance of AI in protecting sensitive data from access by unauthorized users, ensuring compliance with Payment Card Industry Data Security Standards (PCI DSS). Any delays mean the agent hears the PCI. Trustera should not interrupt the natural flow of the conversation.

Interaction 62

Interaction Data Average Handle Time Contact Center 62

Comm100

FEBRUARY 25, 2021

Others lack any remote options for care, which is critical for at-risk customers and patients who need access to a pharmacist or medical provider from home. They needed to find a digital channel to help them reduce abandonment rates and increase bookings from donors. . AI doesn’t only work in the customer’s favor though.

Healthcare 130

Healthcare Customer Service Omni-Channel Multi-Channel 130

NobelBiz

JUNE 26, 2023

In order to fully grasp the inner workings of a call center, it’s essential to delve into the fundamental components that lay the foundation for its success. Telecom Services Telecommunication services are the veins of a call center, transporting voice data from one point to another.

Call Center 52

Call Center Contact Center CRM Social Media 52

CSM Magazine

APRIL 27, 2023

The Compliance Challenge In May 2020, the Council was launching a new paid-for Garden Waste Collection service. It received political approval to proceed in January 2020, with the launch to take place from the start of May. Here, residents use a special payment reference to input their details.

Case Study 52

Case Study Study System Meeting 52

BlueOcean

MAY 20, 2020

As a client, what are you looking for in a redundancy model from your strategic partner now? In recent years, we have been supporting clients with frequent unforecasted spikes in volume with a hybrid of brick-and-mortar and at-home support. Is 100% at-home the approach you’ll be seeking in your next partner?

Customer Care 156

Customer Care Course Customers Industry 156

CSM Magazine

DECEMBER 13, 2022

Channel Islands based global telecoms firm simplifies processes, meets payment security compliance and improves customer services in its contact centre. Tim Peach, Finance Operations Manager from JT said; “Encoded provided us with the suite of solutions that we needed to give us secure payment choices that benefit our customers.

Omni-Channel 52

Omni-Channel e-support Customer Experience Government 52

CSM Magazine

JUNE 11, 2020

In recent times, the same technology has been instrumental in boosting consumer confidence when it comes to paying household bills or purchasing goods from favourite brands using debit or credit cards. While customers feel secure in the knowledge that their card details are kept away from prying eyes and ears. Reduced processing costs.

Omni-Channel 52

Omni-Channel Self Service CRM Customer Confidence 52

Magellan Solutions

MAY 21, 2021

ECommerce Outsourcing comes from the idea that SMEs should have the opportunity to level the playing field with big companies. Outsourcing allows you to have trained employees to work for you without breaking a sweat. They might not work directly for you, but they must follow your goals and help your business in certain areas to grow.

Ecommerce 52

Ecommerce Call Center e-support Guidelines 52