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As contact centres embrace the world of remote and hybrid working, Rob Crutchington, Managing Director of Encoded, discusses how the cloud, open banking and the latest SCA regulations help protect the customer, agents and merchants when taking payments.The new world...
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...
Organisations with an online presence need to be sure they are ready for full Strong Customer Authentication (SCA) compliance (i) for e-commerce transactions. From 14 March 2022 any merchant that fails to comply with the requirements could be subject to Financial...
“Encoded is a dream to work with. They are efficient, reliable and totally professional with highly flexible technology to match. Always open to new ideas, they truly listen to what we want and go the extra mile to achieve it. That’s what makes them different and sets them apart from the competition.”
- Head of Customer Contact, Park Group.
“The people at Encoded blended well with our own team and understood our culture perfectly. They appreciated our requirement for a user-friendly solution that reflected Virgin’s own unique sense of style.”
- Operations Analyst, Virgin Holidays.
“Encoded has enabled us to build a truly round-the-clock operation without the need to increase our customer service headcount. To deal with the calls currently handled by IVR we estimate we would need to increase the existing number of agents by around 20%.”
- Managing Director, Green Star Energy.
Encoded is a leading Payment Service Provider and pioneer of new and innovative secure payment solutions for contact centres. Encoded offers a range of card payment solutions designed to help organisations comply with PCI DSS, GDPR and the newly introduced Strong Customer Authentication (SCA). Encoded’s products work with each other to allow your customers to pay by their preferred payment process in an easy and secure way.
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