Call Stream

by Audrey Oh Businesses across a variety of sectors rely on contact centres to ensure sales continue to rise and customers receive a consistently high standard of service. Whether your company operates in the insurance sector, the travel industry, retail,

by Audrey Oh In 2025, British Telecom (BT) will permanently switch off analogue phone lines. This may seem some time away, something to worry about later, but businesses must understand the implications of the change and how to prepare for it in good time

by Audrey Oh Call management generally refers to the processes and systems businesses use to handle incoming calls. If your company uses a call centre, you'll need an efficient call management system to track calls, collect useful data and route calls to

by Audrey Oh Any business or organisation that processes credit card payments must comply with the Payment Card Industry Data Security Standard (PCI DSS). This standard was introduced in 2004 by a group of the major credit card companies to protect person

by Audrey Oh The General Data Protection Regulation (GDPR) came into force on May 25 2018. It is one of the most significant changes in data privacy regulation in over 20 years and replaces the previous 1995 data protection directive. GDPR changes the way

by Audrey Oh Outbound diallers are an essential resource for contact centres. They can minimise errors, reduce the cost of calls, increase efficiency and enhance the customer experience. But what exactly are they and which outbound dialler type is best fo

by Audrey Oh If you process credit card payments as part of your business, you will need to prove PCI compliance, regardless of the size of your company. The Payment Card Industry Data Standard (PCI DSS) was introduced in December 2004 by the five largest

by Audrey Oh As we move closer to a cashless society, the number of people choosing to make mobile payments continues to increase. Mobile payment apps allow anyone with a smartphone to store their payment information and use their phone to purchase goods

by Audrey Oh There are currently more than 3 billion smartphone users worldwide and this figure is projected to increase year-on-year. Unsurprisingly, businesses are increasingly using SMS (Short Message Service) messaging as part of their customer servic

by Audrey Oh In recent years it seems a month barely passes without a new data breach scandal hitting the headlines. In 2018, the hotel group Marriott International revealed that around 500 million customers had been affected by a data hack in which credi