Securing Contact Centres: Beyond Pause and Resume Recording
Pause and resume call recording: time to calculate the risk
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 Unfortunately, too many businesses still use outdated Pause and Resume call recording methods in an attempt to tick the compliance checklist.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In this episode Nikki Von Seggern is joined by PCI Pal’s CISO, Geoff Forsyth, as he explains the threats posed by outdated Pause and Resume call recording technology.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.
Secure Payments Podcast Channel
PCI Pal’s Podcast channel ‘Secure Payments’ provides useful insights, fireside discussions and knowledge sharing on CX, payments and compliance. Tune in for easy-to-digest advice, guidance and interesting discussions on a range of issues. Our monthly schedule will look at different industries, territories and include guests speakers who are experts in their fields. Don’t forget to subscribe and receive updates on new episodes released every month.