Are contact center agents the only way to deliver customer service?
27 May 2020
Are you ready to gear to to handle call volumes and manage customer expectations?
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Covid-19 and Contact Center Business Continuity Plan Information Security Implications
18 May 2020
The ongoing Covid-19 pandemic and associated social distancing requirements has caused most contact center operations to rethink and reformulate their business continuity plans (BCP).
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How to make remote working secure
18 Mar 2020
Considering enabling your agents to work remotely? If so, you're probably most concerned with being able to maintain PCI DSS compliance and security.
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Contact Center of the Future Part 5 - Voice
3 Mar 2020
Voice channels will have a bigger say in how customers interact with the Contact Center of the Future. So says Ashley Burton, Head of Product at Eckoh, in this final instalment of his five-part series.
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Contact Center of the Future Part 4 - Payments
18 Feb 2020
How will customers make purchases via the Contact Center of the Future? In the fourth part of our series, Ashley Burton, Head of Product at Eckoh, examines what's ahead for payments.
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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.
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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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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.
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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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