Some of our North American team have just returned from an exciting week at CCW Vegas 2018. Hosted at The Mirage in Las Vegas, Nevada, Customer Contact Week held a week-long event packed with forward thinking sessions, challenging discussion, and advanced solutions.

Several strong themes were spread throughout the agenda, Customer Experience being at the forefront. Automation, Simplified Call Journeys, Compliance, and Agent Empowerment were all heavily discussed and explored throughout the week as companies from across the globe brought forward their latest solutions and industry knowledge.

This year’s keynote speaker, Barbara Corcoran, Best Selling Author and Business Mogul, Leading Shark on ABC’s “Shark Tank”, gave a challenging and engaging message on leadership within the business. A sincere look at her struggles and victories to get her where she is today challenged countless businesses in the room to take a reflective look on their priorities, their relationships with their customers and employees, and their ability to bounce back in both mediocrity and hardship. She included, “Success is about making customers confident in you. How confident does the guy on the other end of the line feel in your agent’s ability to solve the problem?” We took this to heart and our team is taking it a step further and asking, “How confident does the guy on the other end of the line feel that his payment and personal identifiable information is secure with you?”

Amid the packed agenda, PCI Pal’s Vice President of North American Sales, Grafton Potter, led an Interactive Discussion Group at one of Wednesday’s sessions. He was joined by Macy’s VP Credit Services and Operational Support, Michael Cohen. They unpacked PCI DSS Compliance, highlighted why compensating controls are no longer sufficient for a secure contact centre, and discussed the difference between de-scoping and compliance. CCW Vegas attendees left the round-table discussion with questions answered by industry experts and a better understanding of how advanced solutions such as PCI Pal’s Agent Assist can deliver the higher level of customer service they are looking to deliver while bringing their contact center into compliance at the same time. In recap of the event, Grafton states, “It was a fantastic event where we met with current partners as well as prospective partners to join to PCI Pal reseller channel.  We led three IDG sessions and continued to receive strong interest in our PCI DSS de-scoping payment solutions for the contact centre.”


It was an exciting and full week with many of our partners in attendance with us, including Genesys, NICE inContact, and 8×8.

For questions about PCI Pal solutions, PCI compliance, or to begin your PCI journey, contact us here. Our team is happy to speak with you.