Contact Centre Homeworking – Webinars Series
Last year’s Covid driven mass move to homeworking has been well publicised, with many contact centre workers and their employers having experienced both the benefits and pitfalls of working from home. This urgent and necessary rapid drive to homeworking has meant that many organisations were forced into cutting corners, especially in relation to payment security, data compliance and working standards. Although the crisis is still very much upon us, many businesses are now starting to evaluate the long-term benefits of homeworking and the impact it may have on their staff, service delivery and bottom line.
In this webinar series, we are asking leading contact centre experts in the fields of payment security, data compliance, productivity, wellbeing and technology…the question…how do businesses create a sustainable, secure and productive home based contact centre service?
Coffee Table Conversations – Webinar 1
Ensuring a secure and productive homeworking environment
Clients and other companies: 12:00-12:45, 17 February 2021
Outsourcers: 13:00-13:45, 17 February 2021
In our first webinar, we will ask leading contact centre experts how can businesses create a genuinely safe, secure and flexible working environment for their teams so they can flourish and achieve wherever they work. John Greenwood, Head of Technology & Payments, Contact Centre Panel, will chair an ‘around the coffee table’ style debate to hear the views of our expert panelists. The webinar will include a short demo from SentryBay, cyber security specialists, to illustrate how using the right technology can create secure remote working environments and an audience Q & A, where you will get the opportunity to ask the panelists questions.
Expert panel
Simon Turner
PCI DSS Advisory Cloud Services & Contact Centres (QSA), BT Plc
Simon is a Qualified Security Assessor and leading expert in PCI DSS compliance and responsible for the setup of payment processes and governance within BT’s global contact centre estate. He provides specialist advice and guidance to both BT Global Services and BT Enterprise businesses to identify, reduce and validate compliance requirements to enable the Win-New-Business team.
John Greenwood
Head of Technology & Payments,
Contact Centre Panel
John is a payments specialist and leading authority in PCI DSS compliance and how this applies to customer contact centres and 3rd party service providers. He was the driver and lead content contributor to the official PCI SSC Information Supplement, published in late 2018, which gives guidance on how to protect telephone-based card payment data.
Brent Agar
Director – North America, SentryBay
Brent is a veteran of the technology industry with twenty-year’s experience dealing with fortune 500 companies in the USA and globally. He has deep understanding of secure payment technologies and their capabilities. He is a Director at SentryBay who are a Cyber Security Company specialising in Endpoint security for remote workforces.
Steve Sullivan
Head of Regulatory Compliance, Contact Centre Panel
Steve is an expert in regulatory compliance and has delivered operational change projects for many well know global brands. He has an in-depth understanding of the regulatory requirements on sales, marketing and customer service. Steve is Vice-Chair for the UK Data & Marketing Association’s Contact Centre Council and lectures on data privacy for the Institute of Data & Marketing.
Topics for discussion
- Data security
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- Identifying the risks in a non-structured environment
- Taking secure payment from a home environment
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- Data protection
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- Regulatory considerations and contractual obligations
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- Connecting workers securely to core data systems
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- BYOD – creating safe access from personal devices
- Securing endpoints
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