Contact Center Solutions Featured Article

Frost & Sullivan Report Focuses on Contact Center Customer Security, Service

May 28, 2013

Frost & Sullivan has just released a couple of new studies that take a look at what companies can do in order to address online credit card payment security and social media customer service. The report focuses on the potential security breaches that can occur when those payments are going through a customer contact center and is geared towards helping the managers of those centers understand what actions need to be taken to protect the data.      


The report indicates that protecting this data involves a multilayered response that includes meeting and complying with PCI DSS standards. These standards can only be met if a call center is allowing itself to be routinely being scoped, assessed and validated by an outside entity whose chief purpose is to help companies see where their security issues might lie. Hackers are becoming increasingly skilled in finding out which companies have a large amount of payment data and hitting those data centers that are weakest.

When it comes to social media and customer care centers, the report makes it very clear that the most important aspect is interacting with the customers. More and more customers are using social media these days and companies who do not adapt to new standards are not going to be successful. Frost & Sullivan pointed out that companies cannot just jump into social media and be successful. There is planning and strategy that goes into using social media networking tools, which needs to be part of a more aggressive approach to reaching out to customers.

Utilizing social media is a way in which companies can find out what their customers are happy about and what their customers are not remotely pleased about. By using social media, they can correct issues before they rear their ugly heads again.




Edited by Alisen Downey



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