In 2006, the five major payment processors developed an industry-wide standard. The Payment Card Industry Data Security Standard (PSI-DSS) is a voluntary system guided by 12 tenants designed to incorporate both high technology and common sense into best practices. If your business handles payment transactions over the phone, working with

Although the terms ‘contact center’ and ‘call center’ seem synonymous, there are some key differences between the two. A contact center is a hub for managing customer communications and customer service across multiple channels, including phone, email, live chat and social media. Customer-facing teams use a contact center software as

Your internet is down. After being on hold for 20 minutes waiting for someone to answer the phone, you spend another 45 minutes going back and forth with the agent to resolve the problem. Just as you are about to end the call the agent asks, “Do you want to