Fraud Prevention v Customer Experience – Getting the Balance Right in Contact Centres

by Encoded News Team | Apr 22, 2022 | Agent Assisted Payments, Fraud Prevention, IVR Payments, PayByLink

The UK Contact Centre Decision Makers Guide (DMG) 2022 highlights the latest trends in contact centres. Reviewing this year’s report, Rob Crutchington discusses the challenges of balancing customer service with ID verification to prevent fraud and how it continues to...

Strong Customer Authentication: Three things every merchant needs to know

by Encoded News Team | Jun 28, 2021 | Agent Assisted Payments, Fraud Prevention

With online fraud on the increase, companies must take action to make sure they meet the updated version of the Payment Services Directive, PSD2, which will mandate Strong Customer Authentication (SCA), later this year. Adam Bromage-Hughes, Technical Director at...

The return of the ‘Roaring Twenties’ – prepare to capitalise on the boom

by Encoded News Team | May 13, 2021 | Agent Assisted Payments, PCI DSS

With shops, pubs and restaurants re-opening their doors and hairdressers working all hours to keep up with demand, the future looks promising for business. Rob Crutchington of Encoded shares his three-point checklist for businesses as they prepare to welcome back...

UK Contact Centre Decision-Maker’s Guide 2020-21

by Encoded News Team | Dec 21, 2020 | Agent Assisted Payments, IVR Payments

The latest UK Contact Centre Decision Makers Guide (DMG) reports on the current trends in what has been a challenging year for contact centres. Rob Crutchington takes a closer look at how businesses are tackling card fraud reduction and security. One of the largest...

Milk & More carries on in a crisis with secure automated IVR and Agent Assisted payments from Encoded

by Encoded News Team | Nov 20, 2020 | Agent Assisted Payments, IVR Payments

Encoded, a leading Payment Service Provider and pioneer of innovative secure payment solutions for contact centres, has announced that Milk & More has successfully deployed its IVR and Agent Assisted Payment technology to boost time and cost efficiencies. Using...

How to choose the right secure automated payment solution

by Encoded News Team | Nov 2, 2020 | Agent Assisted Payments, IVR Payments

Contactless payments are now a ‘must have’ rather than a ‘nice to have’ but with so many automated services on the market, where do you start? Ask the right questions to find the right solution for you and your customers. Rob Crutchington shares his quick and easy...