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Using CIM Systems for Regulatory Compliance

July 28th, 2015

The list of rules and regulations covering contact centre operations seems to be continually growing, with potentially significant fines for any breaches that occur. Scripting has a major part to play in ensuring that your agents not only act the right way and say the ‘right thing’, but also allows management to produce compliance reports that demonstrate that adherence is being achieved.

Retaining customers’ personal financial details safely and securely is an onerous task. The major credit card companies have become so concerned about credit card theft that they have produced an international standard (The Payment Card Industry Data Security Standard) that all organisations that handle credit card information must implement. This specification is complex (a 75-page requirements document and numerous supporting documents), and implementing it within the contact centre environment is a major project for any business.

While the Payment Card Industry (PCI) specifications are involved, Customer Interaction Management (CIM) systems can be used to help meet vital parts of these requirements.

This document presents an overview of the PCI standard and how modern CIM systems can be used to help achieve compliance.

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