{"id":1056,"date":"2011-03-25T09:48:32","date_gmt":"2011-03-25T09:48:32","guid":{"rendered":"http:\/\/www.mycontactcentre.com\/?p=1056"},"modified":"2011-03-25T09:48:32","modified_gmt":"2011-03-25T09:48:32","slug":"voice-security-in-the-contact-centre","status":"publish","type":"post","link":"https:\/\/blogs.poly.com\/voice-security-in-the-contact-centre\/","title":{"rendered":"Voice Security in the contact centre"},"content":{"rendered":"<p>Most of us are aware of the impact of the Payment Card Industry (PCI) regulations. They have recently issued a clarification <a href=\"https:\/\/www.pcisecuritystandards.org\/documents\/protecting_telephone-based_payment_card_data.pdf\">document<\/a> covering voice recording here. One area that hasn\u2019t been covered well, if at all yet, is the inadvertent overhearing of data by other customers.<\/p>\n<p>I may be sensitive to this, when I call into a contact centre I\u2019m naturally interested in how they sound, what they do, and how they approach customer service as a whole. So when I can overhear other conversations going on, I lose some trust in that company and their ability to keep my personal data secure.<\/p>\n<p>Overhearing other conversations can be caused by a number of issues.<br \/>\n1) Crowding people into spaces with insufficient acoustic barriers,<br \/>\n2) Poor quality headsets,<br \/>\n3) Headsets positioned wrongly<\/p>\n<p>1) A fairly difficult one to resolve, contact centres are starting to grow again so space is going to be squeezed and no-one wants to ask for another floor or a new building just yet. We in Plantronics have been able to keep our contact centre size at a constant level (despite increasing employee numbers) by using a flexible work at home policy.<br \/>\n2) Nice and easy to solve ;-) The Plantronics EncorePro has an innovative design that allows the microphone to be positioned in exactly the right place. This gives the best noise cancelling performance<br \/>\n3) This one should be simple to solve also. Start with <a href=\"http:\/\/www.youtube.com\/watch?v=MAFFVb-bdw8\">this video<\/a> to help your employees understand how to set their headsets up. Check on the positioning regularly to make sure you are getting the best performance.<\/p>\n<p>Given the potential fines that can be imposed for non-compliance, the above approaches are easy simple steps that can help you keep your customers data secure.<\/p>\n","protected":false},"excerpt":{"rendered":"<p>Most of us are aware of the impact of the [&hellip;]<\/p>\n","protected":false},"author":50,"featured_media":0,"comment_status":"open","ping_status":"open","sticky":false,"template":"","format":"standard","meta":[],"categories":[509],"tags":[],"_links":{"self":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts\/1056"}],"collection":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts"}],"about":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/types\/post"}],"author":[{"embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/users\/50"}],"replies":[{"embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/comments?post=1056"}],"version-history":[{"count":0,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/posts\/1056\/revisions"}],"wp:attachment":[{"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/media?parent=1056"}],"wp:term":[{"taxonomy":"category","embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/categories?post=1056"},{"taxonomy":"post_tag","embeddable":true,"href":"https:\/\/blogs.poly.com\/wp-json\/wp\/v2\/tags?post=1056"}],"curies":[{"name":"wp","href":"https:\/\/api.w.org\/{rel}","templated":true}]}}