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Contact center management

The history of DTMF in contact centers

Contact center management, GDPR, PCI DSS
Written by Simon Beeching February 7, 2018

The image of dual tone multi frequency signalling (DTMF) has come in for a makeover recently in  contact centers.  The engine behind automated IVR menus for many years, it also now facilitates new ‘keypad payment by phone’ technology to help keep customers’ card numbers safe when paying over the phone for goods and services. The […]

The history of DTMF in contact centers Read More »

The image of dual tone multi frequency signalling (DTMF) has come in for a makeover recently in  contact centers.  The engine behind automated IVR menus for many years, it also now facilitates new ‘keypad payment by phone’ technology to help keep customers’ card numbers safe when paying over the phone for goods and services. The

Cash is no longer king – how does this affect the payment card industry?

Contact center management, PCI DSS
Written by Jonathan Graham July 20, 2017

It’s just been reported by the British Retail Consortium that payment by card now accounts for more transactions than all other payment types combined in the UK. In particular, there’s been a massive growth in the use of contactless card payments, so much so that there’s speculation that we may be moving towards becoming a

Cash is no longer king – how does this affect the payment card industry? Read More »

It’s just been reported by the British Retail Consortium that payment by card now accounts for more transactions than all other payment types combined in the UK. In particular, there’s been a massive growth in the use of contactless card payments, so much so that there’s speculation that we may be moving towards becoming a

Why US contact centers need to wake up to the EU’s new GDPR data protection legislation and other new security requirements

Contact center management, GDPR, PCI DSS
Written by Simon Beeching May 17, 2017

A recent survey by PWC found that over 90% of US companies surveyed viewed GDPR compliance as one of their top data security priorities in 2017, and over half of those stated that it was their single most important issue of concern. Why is this? In May 2018 the EU’s general data protection regulation (GDPR)

Why US contact centers need to wake up to the EU’s new GDPR data protection legislation and other new security requirements Read More »

A recent survey by PWC found that over 90% of US companies surveyed viewed GDPR compliance as one of their top data security priorities in 2017, and over half of those stated that it was their single most important issue of concern. Why is this? In May 2018 the EU’s general data protection regulation (GDPR)

DTMF ‘card payment by phone’ technology: customer experience and average handling time

Contact center management
Written by Simon Beeching March 2, 2017

We are often asked whether consumers using DTMF ‘keypad payment by phone’ systems like it; whether there are any barriers to take-up; and whether it increases or reduces average (call) handling times (AHT) in contact centers. Taking these in turn: Customer preference and experience Consumers generally hate reading their card numbers out over the phone to

DTMF ‘card payment by phone’ technology: customer experience and average handling time Read More »

We are often asked whether consumers using DTMF ‘keypad payment by phone’ systems like it; whether there are any barriers to take-up; and whether it increases or reduces average (call) handling times (AHT) in contact centers. Taking these in turn: Customer preference and experience Consumers generally hate reading their card numbers out over the phone to

Five ways to reduce queuing time in your contact center

Contact center management
Written by Danny Cresswell April 19, 2016

Customers generally hate waiting on hold, and the longer that they have to hold the more chance there is that they’ll abandon the call. High call abandon rates are never good but they’re particularly problematic if your business is running any kind of inbound marketing campaign when every call abandoned can mean lost business. Even

Five ways to reduce queuing time in your contact center Read More »

Customers generally hate waiting on hold, and the longer that they have to hold the more chance there is that they’ll abandon the call. High call abandon rates are never good but they’re particularly problematic if your business is running any kind of inbound marketing campaign when every call abandoned can mean lost business. Even

12 New Year’s resolutions for your contact center

Contact center management
Written by Danny Cresswell January 10, 2016

Tips and ideas for 2016 based on new features and developments of Syntec’s integrated contact center systems   Cloud contact center management innovation Effectively track call outcomes – Using Syntec’s AgentCall contact center management system, your agents can mark the outcome of each telephone call they handle using the call history tab, either during or after

12 New Year’s resolutions for your contact center Read More »

Tips and ideas for 2016 based on new features and developments of Syntec’s integrated contact center systems   Cloud contact center management innovation Effectively track call outcomes – Using Syntec’s AgentCall contact center management system, your agents can mark the outcome of each telephone call they handle using the call history tab, either during or after