CXM Blog

What exactly is PCI and how does it affect your contact center? The payment card industry data security standard (PCI DSS) applies to any business no matter what size they are who accepts, stores, processes, and transmits cardholder data. If your company processes debit or credit cards you are required to host your data securely with a PCI compliant hosting provider. So how does this work with contact centers?  To start with, any call recording or screen recording is considered sensitive data.  If your agent takes card payment over the phone that call is liable to follow the PCI DSS requirements. Not only are you subjected to fines, but you would easily lose clients if their card information was leaked. Let’s review a few tips to decrease vulnerability:

When It Comes to Call Recording the Best Policy is to Never Record Credit Card Information

Call recording solutions, such as CXM’s ConForm software actually pauses the call when credit card information is given during a phone call. You can eliminate all fear of having data stolen if you can’t hear it! When an agent’s cursor is moved over a field, the software actually stops recording the call making it fail proof for someone to hack the screen capture or call record.

The cost of labor is typically the largest expense in a business. Using spreadsheets and labor-intensive legacy software is not the route to go to optimize your contact center. You want to consider moving to an updated process that allows users to efficiently communicate with their supervisors and peers. Furthermore, you need to be able to see updates quickly.

Here are a few questions to ask about your contact center:

CXM is hosted a webinar on CXM Workforce Management software. Legacy workforce management software has a reputation for being a complex tool with many features, that most contact center managers rarely use.  Attend this webinar to learn five key essentials to having an effective WFM program that will simplify contact center forecasting and scheduling while optimizing your employee resources. 

Although it seems fitting to record every call in its entirety in a contact center for quality control, sometimes it’s better to leave out sensitive pieces of information. To start with, if you are storing sensitive information that could possibly breech compliance authorities like HIPAA, you want to ensure your data doesn’t get hacked leaving patient data exposed and vulnerable. Here are three things to consider with data capturing:

When was the last time you did an in-depth analysis of technology in your contact center? Software and hardware are constantly being updated by manufacturers and it’s easy to get stagnant in your current solution. With all of the different options available it can be overwhelming to make a move to a new vendor or even to upgrade.

Here are a few questions you should evaluate to see if you might need to change your vendor:

Contact centers maintain service level by relying upon key metrics. Some of these measurements revolve around how long a call might stay in queue while other times they involve agent handle time. An agent’s knowledge gap or skills are easily revealed through technology placed in the contact center to allow managers to measure KPIs otherwise known as Key Performance Indicators. Let’s look at a few ways to improve KPIs in a contact center.

PCI compliance is a regulatory standard for any company taking payments from customers using credit or debit cards. It involves a plethora of rules and regulations. If a company takes a customer’s sensitive information and then it’s stolen, the business that captured the information could be subject to major fines. There are easy ways to accomplish compliance when recording calls or capturing screens. Here are four ways CXM provides solutions to customers to minimize the threat of a security breach:

Quality control is key for contact centers to be able to provide a great customer experience. Maintaining quality can be a cumbersome task without the right processes and tools in place. The key is to automate those processes to give agents real-time feedback. Software assists in automation allowing organizations to operate more efficiently.