Month: July 2025

The top six best practices to implement PCI compliance in call centers include understanding what PCI requires; mapping out cardholder data flows; implementing technical safeguards; training and enabling agents; establishing ongoing monitoring and QA; and, documenting everything.

The Complete Guide to PCI Compliance for Call Centers in 2025

Chris Kontes

If your agents collect credit card numbers over the phone, your contact center is responsible for protecting that data, or risking major fines and customer trust. That’s where call center PCI compliance comes in. The Payment Card Industry Data Security Standard (PCI DSS) is a global framework of controls that any business handling payment card…

The top six best practices to implement PCI compliance in call centers include understanding what PCI requires; mapping out cardholder data flows; implementing technical safeguards; training and enabling agents; establishing ongoing monitoring and QA; and, documenting everything.

Agent Performance & Coaching

The Complete Guide to PCI Compliance for Call Centers in 2025

Chris Kontes

Features to look for in a customer-focused contact center solution include omnichannel support; AI and automation; real-time analytics and dashboards; CRM and workflow integrations; customizable call flows and routing; workforce optimization tools; security, compliance, and reliability; and, scalability and support.

Industry-Specific Solutions

The 9 Best Call Center Software Solutions in 2025

Chris Kontes

This image shows 10 technology and AI trends impacting contact center automation in 2025, including: AI-powered agent assistance; intelligent call routing; voice analytics; self-service automation; automated QA and compliance; Robotic Process Automation (RPA); omnichannel workflows; coaching and training; cloud-based solutions; and security and privacy.

Industry Trends

11 Call Center Automation Trends That Will Shape 2025

Chris Kontes

n infographic shows the top ten contact center future trends for 2025, including: real-time agent assistance; AI-powered QA; cloud contact centers; omnichannel customer engagement; conversational intelligence and sentiment analysis; predictive analytics and forecasting; workflow automation and agent productivity tools; video chat, screen sharing, and visual IVRs; voice biometrics and secure authentication; and data-driven coaching and agent enablement.

Industry Trends

The Top 10 Contact Center Technology Trends That Will Define 2025

Chris Kontes

This table shows how to calculate call abandonment rate in excel. Column A shows the date, Column B shows the number of calls, Column C shows the number of abandoned calls, and Column D shows the overall abandonment rate as a percentage.

Customer Experience

What Is Abandonment Rate in a Call Center? A Complete Guide

Chris Kontes

Defining your net promoter score is the first step in improving NPS in your call center. The formula for measuring NPS is the percent of promoters minus the percent of detractors.

Agent Performance & Coaching, Customer Experience

8 Proven Ways to Improve Net Promoter Score (NPS) in Your Call Center

Chris Kontes