November 18, 2010

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Mobile phone recording & the FSA new ruling: what it means to you

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Categories: Call Center Best Practices | Risk & Compliance Management

November 12, 2010

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The New FSA Mobile Phone Recording Ruling: What Does it Mean and How Can You Comply

Audelia Boker

It’s now official. The FSA announced yesterday the expansion of its call recording requirements to cover all relevant mobile phone conversations.

 

What does it mean?

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Categories: Risk & Compliance Management

November 17, 2009

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PCI DSS: Protecting Credit Card Security in the Call Center Or “Honey, Did We Buy a MacBook?”

Eyal Kirshner

A few months back, as I went through my credit card statement, I found to my surprise a $1,500 charge for a MacBook I couldn’t recall purchasing. My wife looked puzzled as well. We both stared suspiciously at our two-year-old daughter. She stared back, but didn’t crack. I called the credit card company.

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Categories: Risk & Compliance Management

November 11, 2009

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Call Recording in the Small Contact Center: Vanilla Isn’t Good Enough Anymore

David Geffen

Simple call recording in today’s small to medium contact center (SMCC) is regarded as a standard vanilla-flavored ice cream. It’s a no-brainer commodity solution supplied today by a number of vendors which, all in all, don’t differ that much from one another (the working ones, that is…).

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Categories: Risk & Compliance Management