Managing contact centres is a tough part of doing business, with one of the major challenges being compliance with data security regulations. For any organisation handling customer payments in the contact centre, having a failsafe approach to managing both security and compliance is of strategic importance. Aside from any potential financial penalties from non-compliance, your organisation’s reputation and customer trust could be severely damaged.

Unfortunately, too many businesses still use outdated Pause and Resume call recording methods in an attempt to tick the compliance checklist.

Pause and Resume has the potential to expose organisations and contact centres to unnecessary risks, possible threats and incidences of non-compliance. Especially with more organisations operating remote or hybrid working, which means sensitive payment data could be captured or stored illegally by employees.

In this episode Nikki Von Seggern is joined by PCI Pal’s CISO, Geoff Forsyth, as he explains the threats posed by outdated Pause and Resume call recording technology. Helping listeners find an easier path to compliance with data security regulations, and less chance of being fined for a data breach.

With customer service a top priority for companies, and consumers open to new options, the payments landscape is primed to expand and evolve over the coming year. In this episode, PCI Pal’s CMO, Jane Goodayle, is joined by the company’s VP of Product, Alessandro Dalla Volta, who outlines key payment trends and his predictions for 2023.

Highlights include:

• The emergence of Open Banking powered payments within the contact centre
• Developments in AI in the contact centre and the benefits
• What payment methods can consumers trust? 
• Recommendations for organisations looking to re-asses their payment process in 2023

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!

The compliance landscape is changing, with the recent release of the updated PCI DSS standard, PCI DSS v4.0.

Back in 2020 PCI Pal's CISO, Geoff Forsyth, chatted with Jane Goodayle about 'Compliance in the Cloud'. In the episode, Geoff discussed designing and delivering a global cloud platform for achieving PCI DSS compliance and offered his advice and considerations to organisations embarking on their own cloud journey. 

The latest episode of Secure Payments sees Jane and Geoff revisit the topic and analyse how the release of PCI DSS v4.0 affects achieving and maintaining Compliance in the Cloud going forward.

We recently held our inaugural virtual event Payments: The Future of Security and CX.

Speakers from our global ecosystem came together to discuss the trends in the market, showcase innovative solutions, and provide insights into the future of payment security and compliance.

In this episode we are joined by some of the event’s speakers where, together, we delve further into the pressing topics for the payments and CX industries in 2022.

Guests include:

Jennifer Rossi – Senior Sales Executive, Worldpay

Mayur Pitamber – Senior Director of International Product Marketing, 8x8

Colin Crowley – CX Advisor, Freshworks

Jayesh Patel - PCI Pal Advisory Committee

Paul Rogers - Chairman, Vendorcom

In this episode PCI Pal's SVP Global Marketing, Jane Goodayle, discusses how excellent customer experiences can be maintained in tandem with the best practice in payment security.

A common concern we hear when organisations review their payment security technology is the potential disruption to the end user.

Nothing sees customers' trust erode quicker than their personal data being stolen. With loyalty on the line, there is no bigger challenge for a business than the fall-out of a data breach. 

It's time to invest in customer relationships. At what intersections do compliance and customer experience combine? Can they ever be a match made in heaven or will one always compromise the other? Today we explore five security and CX potions to make your customers love you.

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

This episode is taken from Calabrio's 'Working Smarter' podcast. PCI Pal's Chief Revenue Officer, Darren Gill, joins Calabrio to discuss PCI Compliance and common misconceptions around the standard before offering businesses advice on how to secure card payments.