Welcome to the CardEasy blog

Outsourcers and homeworkers need to be PCI DSS compliant too

PCI DSS
Written by Simon Beeching September 1, 2015

Organizations taking payment over the phone, both private and public sector, are now rapidly embracing the regulatory requirement to ensure that card payments over the phone are secure. In the early days of tackling compliance, ‘clean rooming’ agents was a method used to ensure card numbers couldn’t be inadvertently stored or misused, by ensuring that […]

Outsourcers and homeworkers need to be PCI DSS compliant too Read More »

Organizations taking payment over the phone, both private and public sector, are now rapidly embracing the regulatory requirement to ensure that card payments over the phone are secure. In the early days of tackling compliance, ‘clean rooming’ agents was a method used to ensure card numbers couldn’t be inadvertently stored or misused, by ensuring that

Telephone number changes – 0845 ain’t dead yet!

Contact center management
Written by Jonathan Graham July 28, 2015

You’re probably aware that the regulator Ofcom imposed a change to the revenue regime on all UK numbers beginning 08, 09 and 118, which took effect on the 1st of July 2015.  This suggests another review of inbound telephony numbering may be worthwhile, after CCICACR (the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations) which

Telephone number changes – 0845 ain’t dead yet! Read More »

You’re probably aware that the regulator Ofcom imposed a change to the revenue regime on all UK numbers beginning 08, 09 and 118, which took effect on the 1st of July 2015.  This suggests another review of inbound telephony numbering may be worthwhile, after CCICACR (the Consumer Contracts (Information, Cancellation and Additional Charges) Regulations) which

If you don’t need the card data, don’t touch it!

PCI DSS
Written by Kevin Dowd July 18, 2015

Call centers, when it comes to PCI DSS compliance give the problem to someone else I have been a PCI DSS QSA for seven years now, and involved in the information security industry for 15. In that time I have assessed and advised all manner of customers, large and small, across various sectors and in various aspects

If you don’t need the card data, don’t touch it! Read More »

Call centers, when it comes to PCI DSS compliance give the problem to someone else I have been a PCI DSS QSA for seven years now, and involved in the information security industry for 15. In that time I have assessed and advised all manner of customers, large and small, across various sectors and in various aspects

10 simple ways to reduce average call handling time in your contact center

Contact center management
Written by Danny Cresswell June 9, 2015

Average call handling time is one of the most common metrics that call center managers use to measure the performance of their teams. It’s an easy metric to measure and provides a clear indication of how efficiently the call center is operating. Reducing average call handling time can lead to significant gains in productivity but

10 simple ways to reduce average call handling time in your contact center Read More »

Average call handling time is one of the most common metrics that call center managers use to measure the performance of their teams. It’s an easy metric to measure and provides a clear indication of how efficiently the call center is operating. Reducing average call handling time can lead to significant gains in productivity but

Ten tips for offering your callers a positive IVR experience

Contact center management
Written by Alex Cooksey March 18, 2015

IVR (interactive voice response) is a powerful tool and, when used well, can help you significantly improve the service that you offer callers to your contact center as well as offer you greater operational efficiency. However when it’s badly used, IVR can be a huge source of frustration for callers and ultimately results in lost

Ten tips for offering your callers a positive IVR experience Read More »

IVR (interactive voice response) is a powerful tool and, when used well, can help you significantly improve the service that you offer callers to your contact center as well as offer you greater operational efficiency. However when it’s badly used, IVR can be a huge source of frustration for callers and ultimately results in lost

Managing multi-channel communication in contact centers – challenges and opportunities

Contact center management
Written by Colin Westlake January 13, 2015

The way customers interact with business is changing. The phone is being replaced as the first point of contact by the company website, often reached from a mobile device, allowing for an interaction far richer than can be achieved by phone alone. Customer interactions can  now move from one channel to another, escalating in the depth

Managing multi-channel communication in contact centers – challenges and opportunities Read More »

The way customers interact with business is changing. The phone is being replaced as the first point of contact by the company website, often reached from a mobile device, allowing for an interaction far richer than can be achieved by phone alone. Customer interactions can  now move from one channel to another, escalating in the depth