A business wouldn’t be a business if at some point along the line it wasn’t taking a payment for it’s goods and services provided. The problem however, is that when a customer pays for said goods and services, in order to make the service fast and seamless, often, their payment card data is retained by…
Month: June 2022
Securing your customer’s telephone payments. How can this be achieved? Is it even possible?
The question about secure payments is always a tough one. Most businesses have the ability to take payments using their website, this is generally accepted as a secure method, as long as the website is secured properly. But what about telephone payments? This opens up a whole new realm of insecure payments. The range of…
Payment Security from an Agent Perspective. The big CHANGE debate.
When running any business, who do you think the most important people are? (apart from your customers/clients) It’s the front line. The people who answer the phones, the people who are the first point of contact in your business. The first impression of your entire business begins with your front line staff. Your reception, support…
AHT. Is your Contact Centre a Race Car or is it being shown the blue flag?
This weekends Formula 1 race in Barcelona showed that it’s not always the fastest car that wins the race, it’s the most consistent. Agent Handling time. AHT. It’s the words heard most often when talking to prospects about introducing new technology into their contact centre. The average agent handling time calculation is based on the…
£17 million fine for being hacked (or 4% of turnover)
Day by day, we are seeing more and more articles related to GDPR and the impact on a business if you get hacked. One of the biggest issues, I feel, is that no matter how many precautions you put in place to secure your business from hacking, there will always be new vulnerabilities, and the…
You may be owed money if you received a robocall about a free cruise.
This was an article reported in the papers today about a rare customer win for people being harassed by cold marketing calls from a robot, meaning the people affected could receive up to $900 if they received a call! Regulatory bodies across the world are finally coming down hard on the people who breach our…
I’m having a party on the 25th May 2018, and you are all invited.
Does anyone know what is special about that date? Is it my birthday? No. Is it my wedding anniversary? Also no. In my opinion, this date is has a far greater significance than either of those dates (plus, I’m not married, yet!) This date has significance because it is the launch date for the single…
“Hello, I’d like every single piece of information you hold on me to be deleted please!”
A simple (I hope) explanation of the new GDPR ‘right to erasure’ being enforced on the 25th May 2018. The phone call/email every company dreads. It’s a client/customer contacting us to ask us for all of their information to be deleted forever. At the moment, that important client database is the hub of my business,…
Digital Investigations. The easy way.
For those of you who know me, you will know that I try to integrate technology with most aspects of my life. From the health and steps tracker on my wrist, to the use of mobile devices, in-vehicle GPS, Google Home, and the various array of Raspberry Pi based hardware in my home. I consider myself…
Drone attacks. How can we fight back?
When writing on any subject, I like my articles to be read and understood by all, including professionals, and those who merely have a passing interest. This is why I’m going to try to drill down in this article to try and show the technology in its simplest terms, but also include some of the…
Could we be more proactive with the cloud for a ‘Hot’ crime scene?
Some of the difficulties being faced with any major or minor incident that occurs is that the crime scene and evidence could be contaminated or changed long before the police and forensic teams arrive on site. The evidence becomes older, and is less appropriate as time goes on. We are well and truly in the…
Triage in Digital Forensics – My View.
I was recently asked to attend a conference and speak on the subject of ‘Triage in Digital Forensics’. The presentation I had to give was based solely on my opinions, without mentioning any product names, and to give an experience to the delegates to hopefully provide them with some ideas to take away for their…
Coronavirus – Digital Investigations don’t need to stop when you self-isolate.
Its the big topic of the year. 2020, the year of Coronavirus. Countries are closing borders, governments are recommending self isolation ‘social distancing’ at best. The message from the British prime minister is “Don’t go out”. Due to these restrictions being rapidly put in place, people all over the world are beginning to self-isolate, working…
Hello? This is Microsoft calling……or is it a SCAM?
I’m fed up. Time and time again hearing about innocent people falling for scams which cost them thousands of pounds and a lot of emotional distress. These online scams are designed to prey on the young and the old although with far greater success on the elderly, mainly due to their lack of knowledge on…
They tried to charge me £216 ($296) for my data!
It’s true. A company (who shall remain nameless) tried to charge me £216 ($296) to access the data they held about me on their systems. I was moving house not too long ago, and as part of the long and tedious process, all documentation about every aspect of the property is required by your buyers solicitors…