Kevin Dowd, PCI DSS QSA and Group Chairman of the CNS Group, has worked as a QSA assessor for seven years. During this time he's worked with all manner of industries and businesses, and consistently found that the contact centre is always the most difficult part of the project.
In this blog post he talks about why this is and identifies the particular issues that can make handling sensitive payment card data so challenging in the contact centre environment, and recommends the best way in which contact centre managers can deal with these problems.
Read more.