PCI Pal was invited to join our partner, 8x8 and joint customer, Liverpool City Council, to speak at this year’s SOCTIM President’s Week conference.
In 2020, spurred on by lockdown, public sector IT leaders found themselves at the forefront of a digital communications revolution. The race to keep staff and the local community connected saw many abandon their outdated on-premises systems in favour of cloud communications.
Once the immediate need to securely enable a remote contact centre was addressed, innovative organisations, like Liverpool City Council, quickly realised that cloud communications provide far-reaching opportunities to reimagine how they serve the public.
This episode is the recording, taken from the conference, where PCI Pal’s Director – Channel Sales, Phil Jude, Liverpool City Council’s Assistant Director ICT, Alison Hughes and 8×8’s Public Sector Director, Russell Tilsed, discuss service delivery best-practice beyond the cloud contact centre and why the public sector is leading the way.
- The challenges and opportunities of enabling a cloud contact centre
- Lessons learned about empowering an agile workforce
- What does good communication look like in the post-pandemic era?
- How IT leaders can shape public service delivery models
- Maximising performance using AI and IVR automation
- How public sector organisations can secure payments while operating remotely
- How having the right technology and security solutions in place are key to maximising performance, while also remaining fully compliant.
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. Reset and re-evaluate your security strategies Stop fearing the unknown and focus on existing threats Make payment security compliance a year-round concern, not an annual tick-box exercise It’s time to get serious about making cybersecurity a CX priority ...
In this episode from Secure Payments, we take the time to cover some of the intricacies and actions required of the release of PCI DSS 4.0. The newest regulations have brought with them significant changes and requirements for organisations. PCI Pal recently partnered with industry leader, Verizon, to generate a whitepaper titled ‘Keep Calm and Simplify,’ addressing contact centre best practices in the wake of the updated regulation. In this episode, Verizon’s Head of Global Business Intelligence, Ciske Van Oosten, and PCI Pal’s CISO, Geoff Forsyth, join us to dive a little deeper into the topic surrounding PCI DSS in the contact centre. Highlights include: How global contact centres are undergoing significant change How complexity is increasing in payment security The impact of PCI DSS v4.0 on the contact centre The need for the new set of standards Which PCI DSS requirements are most relevant to the contact centre Solutions to aid contact centres in an improved payment security process Reducing scope of PCI DSS DTMF interception, masking, and how the technology works Next steps following the release of PCI DSS v4.0 Join the discussion now! ...
As we enter the season of resolutions, where many of us are trying to break habits, we discuss why compliance is one habit you should maintain all year round. Jane Goodayle is joined by PCI Pal’s Data Protection Officer, Innes French, to analyse why compliance rates continue to fall and why few organisations are able to keep a minimum baseline of security controls in place. They look at why organisations let compliance slip after the ‘all-important’ first audit and Innes shares advice on how companies can turn compliance into a (good) habit. ...