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Securing Contact Centers: Beyond Pause and Resume Recording

Pause and resume call recording: time to calculate the risk

Managing contact centers is a tough part of doing business, with one of the major challenges being compliance with data security regulations. For any organization handling customer payments in the contact center, having a failsafe approach to managing both security and compliance is of strategic importance. Aside from any potential financial penalties from non-compliance, your organization’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 Unfortunately, too many businesses still use outdated Pause and Resume call recording methods in an attempt to tick the compliance checklist.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 organizations and contact centres to unnecessary risks, possible threats and incidences of non-compliance. Especially with more organizations 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In this episode Nikki Von Seggern is joined by PCI Pal’s CISO, Geoff Forsyth, as he explains the threats posed by outdated Pause and Resume call recording technology.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.

Listen to the episode on PCI Pal’s Podcast Channel, Secure Payments.


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.