How COVID19 Enabled Contact Centers to Right the Wrongs of Their Past, Leading to a Path of Improving Customer Experience

By Dan Berman, Founder and CEO of Concentra Solutions, Inc.   “The farther back you can look, the farther forward you are likely to see.” – Winston Churchill COVID19 forced contact centers to do things differently, such as center-based vendors moving to a ‘Work from Home’ model. While developing our future plan, Concentra Solutions looked…

3 Strategies To Strengthen PCI Compliance

The Payment Card Industry Data Security Standard (PCI DSS) has not addressed the overwhelming potential for compliance and HIPPA violations in the age of personal communication devices. This incredible oversight demands that businesses create their own methods of maintaining PCI DSS compliance, or subsequently be fined penalties in a range from $5,000 to $100,000 per…