Katie Sekelsky

Data Security Laws

Data Security Laws and How They Affect Your Call Center

Whether your contact center handles sensitive information such as payment credentials, SSN’s, and medical history or merely names and phone numbers, data security should be a priority, especially when bringing in new technology vendors or expanding your operations. Depending on your industry and what type of information you handle, different rules and regulations may apply. …

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Virtual Payment Assistant

Plum’s Virtual Payment Agent That Conferences Into Calls to Descope Contact Centers from PCI-DSS

Over 40 billion credit card transactions are processed annually, and contact centers handle about 4 percent. There is growing pressure to improve the security of payments involving contact center agents, particularly as PCI-DSS standards become stricter and as agents increasingly work at home.  With this growing pressure to improve the security of payments involving contact …

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how to simplify pci compliance

How To Simplify PCI Compliance With Descoping

In 2020, the voice channel still accounts for a great deal of credit card transactions, whether for bill pay, purchases, or account renewals. Contact centers handle 1.6 billion credit card transactions annually.  With this in mind, and with the technology used by fraudsters growing ever more complex, security should be a top priority, especially considering …

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The Automation Powerhouse of the Contact Center

If you’re wondering how best to automate your contact center’s customer service options, you’re certainly not alone. Contact centers are still going strong in 2020, but self-service processes powered by artificial intelligence are increasingly seen as a must for any successful customer service operation. Here’s why:  71% of customers across all age demographics still prefer the voice channel for customer service inquiries, …

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