Contact Center of the Future Part 3 - Managers
4 Feb 2020
The Contact Center of the Future will be a finely-tuned machine - using real-time data to optimize experiences. So, who's at the controls? In this third instalment of our series, Ashley Burton, Head of Product at Eckoh, explores the future for Managers.
Read more
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.
Read more
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.
Read more
Point-to-point encryption (P2PE) vs. DTMF masking for call center PCI DSS compliance
6 Dec 2019
Call center managers face an array of technical solutions to meet the requirements of PCI DSS and the necessary protection of payment card data for their customers. Two solutions often considered by merchants are point-to-point encryption (P2PE) and DTMF masking. In this blog post we consider the pros and cons of each option.
Read more
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.
Read more
DTMF masking doesn’t just enable secure keypad payment by phone, it also offers a much better customer experience
20 Jun 2019
The decision to switch to DTMF masking in order to take secure keypad payments by phone is often presented as something that’s for the benefit of the organization taking the payments. What’s often overlooked is the fact that switching to DTMF masking also offers significant benefits to end- customers.
Read more
De-scoping your contact center - what vendors won't tell you
11 Mar 2019
How many customer payment channels do you have today? Securing all of them to PCI DSS standards can sometimes prove tricky.
Read more
PCI DSS and PA DSS - busting the myths
22 Jan 2019
At Eckoh we speak to hundreds of customers and suppliers in the secure payment industry. As a result, we come across a number of misbeliefs surrounding compliance to PA and PCI Data Security Standards (DSS).
Read more
Why your website needs Web chat
20 Nov 2018
The world's retail websites can be divided into two camps those with Live chat, and those who haven't added it ... yet. So why is now the right time to open up a new channel to your customers?
Read more
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?
Read more