Blog > Contact center management
Secure call recording is a vital part of almost all contact center operations these days. Recording calls securely and in a way that is compliant with all relevant legislation can be a challenge, particularly if you’re taking payments during calls which are recorded.  Compliance with data protection and privacy regulations Recording customer calls involves …
This article explains how DTMF masking (also known as DTMF suppression or DTMF clamping) works and how a secure payment solution such as CardEasy that uses DTMF masking is the most secure and PCI compliant way to take payments over the telephone. What are DTMF tones? DTMF stands for dual tone multifrequency. Each key on …
Craig Schoeberle is Senior Director of IT and Infrastructure Management at Parts Town. Danny: Can you start off just by giving me a bit of background about Parts Town? Craig: Parts Town is one of the largest suppliers of commercial food service parts in the world. We supply only OEM replacement parts from the manufacturers …
Expert insight interview: Craig Schoeberle, Parts Town Read More »
We’ve been conducting regular research on consumers’ attitudes to telephone payments since 2014. Our most recent update of this research reviews the current state of play regarding consumers’ attitudes to card payments by phone and assesses how these have changed over the last few years, particularly considering the ongoing effect of the global COVID-19 pandemic …
Consumers’ changing attitudes to telephone payments in a post-pandemic world Read More »
Recently the CCMA released its new research report – Voice of the Contact Center Consumer 2021. There has been a huge amount of discussion about the impact of the Covid19 pandemic on contact center operations and the knock-on effect this has had on customer service/experience, not just in our industry but across the board, and the …
A customer’s experience (CX) when dealing with your contact center can be the deciding factor in whether they continue to do business with you, or decide to switch to a competitor.
