The pandemic has forced many organisations to change how they interact with their customers. Many retailers, for example, adopted a direct-to-consumer approach, using apps and social media in place of physical outlets.
A significant number of organisations have retained remote workforces – or at least hybrid working – and these shifts have demanded a fresh approach to customer experience strategies, with an emphasis on delivering a seamless customer experience no matter where agents or customer services teams are located. Part of this is to ensure that security is woven into the heart of all customer interactions – particularly when handling customers’ card payments.
As we enter 2022, consumers want businesses to ensure their personal data, including payment information is safe, and businesses need to have a concrete game plan in motion to make consumers feel secure.
In this short episode, PCI Pal’s Data Protection Officer, Innes French, provides predictions that all CX managers should consider in order to strike a balance between providing a frictionless customer experience with the security measures that customers expect and compliance regulators will be auditing.
As we enter the season of resolutions, where many of us are trying to break habits, we discuss why compliance is one habit you...
This episode is taken from Calabrio's 'Working Smarter' podcast. PCI Pal's Chief Revenue Officer, Darren Gill, joins Calabrio to discuss PCI Compliance and common...
Managing contact centres is a tough part of doing business, with one of the major challenges being compliance with data security regulations. For any...