What is PCI Compliance Call Recording & Transcription: Definition, Expert Tips & Best Practices

PCI compliance call recording & transcription refers to the requirements set in the Payment Card Industry Data Security Standard (PCI DSS). PCI DSS is a set of strict regulations created to protect private financial information and prevent credit card fraud. To thwart would be fraudulent activity, credit card numbers (both the card number itself and […]

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Q&A on Best Practices and Guidelines for Purchasing Speech Analytics Webinar

Recently I had the pleasure of speaking on a webinar, Best Practices and Guidelines Purchasing Speech Analytics with Colin Taylor, CEO & Chief Chaos Officer of The Taylor Reach Group on guidelines to follow when purchasing speech analytics. Participants learned the importance of a request for proposal (RFP), what to include, the proper way to […]

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5 Keys to PCI Compliance in the Call Center

If the recent data breaches has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. During the 2013 holiday season, Target confirmed publically that credit and debit card information for 40 million of its customers had been compromised (as well as email and mailing addresses for […]

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3 Ways Engagement Analytics Helps Maintain PCI Compliance for Call Centers

In today’s consumer marketplace, e-commerce plays a crucial role.  Statistics show that 40% of worldwide Internet users have bought products or goods online via desktop, mobile, tablet, or other online devices.  This amounts to more than 1 billion online buyers and is projected to continuously grow. What this means is that organizations with e-commerce platforms […]

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10 Keys to PCI Compliance in the Call Center

If the Target data breach has taught us anything, it’s that failing to protect customer privacy can result in serious fines and reputation issues. During the 2013 holiday season, Target confirmed publicly that credit and debit card information for 40 million of its customers had been compromised (as well as email and mailing addresses for an additional […]

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