Contact Center of the Future Part 2 - Agents
27 Jan 2020
Who will work in the Contact Center of the Future? In this second part of our series, Ashley Burton, Head of Product at Eckoh, profiles the Agent of the Future - and the exciting ways they will evolve.
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Contact Center of the Future part 1 - Customers
6 Jan 2020
What will the Contact Center of the Future look like? In a five-part series, Ashley Burton, Head of Product at Eckoh, explores the radical changes ahead - starting with a new breed of customer that's emerging.
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Is your PCI DSS strategy killing your agility?
13 Aug 2019
Contact centers must protect customer card data - but the wrong PCI DSS strategy can hold back your business. Sometimes, only a security rethink will give you the freedom to thrive.
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How to create a business case for de-scoping your contact center from PCI DSS audit
2 Nov 2018
Removing your contact center from the scope of PCI DSS audit is a smart strategy - we call it 'de-scoping'. But how are you going to convince your business and senior management that it's the right move?
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Agent desktops: Seven ways to get the best ROI
24 Jul 2018
Unified agent desktops can transform the fortunes of US contact centers and enhance their relationships with customers. But why do some deliver a much faster payback than others?
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Agent desktops: Unified agent desktops: Ready to unleash some magic?
13 Jul 2018
The right agent desktop can do magical things transforming relationships between businesses and customers. But what's the secret behind it all? You may be surprised.
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PCI DSS: What's the cost of DIY compliance vs de-scoping?
6 Jun 2018
Tackling PCI DSS compliance can feel like you're battling with hydra from Greek mythology ... the moment you think you're making progress, the monster grows another head. So, is it time to hand the job to someone with more firepower?
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Are you delivering great leisure experiences, but poor customer journeys?
27 Jul 2017
Your idea of the perfect vacation this summer may be relaxing by the pool - but the travel and hospitality industry is anything but relaxed. So what's happening and how can it be fixed?
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The PCI DSS compliance checklist for contact centers
16 Jan 2016
Suppose your contact center handles customer transactions and sensitive card data. In that case, the Payment Card Industry Data Security Standard (PCI DSS) is most likely something you've heard of, but how prepared are you?
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