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The latest thinking from Eckoh

Contact Centre of the Future Part 2 - Agents

Monday, 27 January 2020 Contact Centre, Exec Insight

Contact Centre of the Future Part 2 - Agents
Who will work in the Contact Centre 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.

PCI DSS compliance – can you see the hidden threats

Tuesday, 21 January 2020 Contact Centre, PCI DSS compliance

PCI DSS compliance – can you see the hidden threats
Titanic differences in de-scoping vendors

Challenge #4: Customers get stuck serving themselves

Tuesday, 14 January 2020 Contact Centre, Engagement, Omnichannel

Challenge #4: Customers get stuck serving themselves
If your customers hit problems that stop them from purchasing online or completing important information, can you step in heroically — and save the day? Every company needs a lifeguard.

The Contact Centre of the Future - part 1 - Customers

Monday, 06 January 2020 Contact Centre, Exec Insight

The Contact Centre of the Future - part 1 - Customers
What will the Contact Centre 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.

Saving Christmas from the Contact Centre of Doom

Tuesday, 10 December 2019 Contact Centre, Engagement, Omnichannel, Self-Service

Saving Christmas from the Contact Centre of Doom
Dramatic news, just in from the North Pole: Christmas is under threat — from the Contact Centre of Doom. So what can be done? We sent our reporter, Holly Frost, to find out ...

Twist or stick? It’s your choice

Friday, 06 December 2019 Contact Centre

Twist or stick? It’s your choice
Almost every business has legacy technology. It makes perfect sense to extending its life. But it can be a burden managing legacy systems that require specialist knowledge that may not be available from your original vendor or in your organisation.

Challenge #3: Despite self-service your customers still call

Tuesday, 03 December 2019 Engagement, Self-Service

Challenge #3: Despite self-service your customers still call
Despite offering great self-service tools to your customers, are your agents still handling too many calls? If customers are stuck in their old habits, they need a nudge.

Challenge #2 – Your self-service doesn’t have all the answers

Tuesday, 26 November 2019 Engagement, Omnichannel, Self-Service

Challenge #2 – Your self-service doesn’t have all the answers
Has your company deployed a self-service app for customers — but your contact centre is still getting a constant stream of calls? When this happens, there's only one thing to do.

Stop sending your customers away

Monday, 18 November 2019 Engagement, PCI DSS compliance

Stop sending your customers away
Not so long ago, we were excited about the amazing ROI that contact centres could expect from Web Chat. It hasn’t disappointed - the proof is out there. So what more can you expect once you can pay in chat too?

Don’t deny your customers the ability to pay

Tuesday, 12 November 2019 Contact Centre, PCI DSS compliance

Don’t deny your customers the ability to pay
e-Wallet Payments mean you can offer every possible payment channel to your customers

Challenge #1: Your agents are swamped with basic questions

Wednesday, 30 October 2019 Contact Centre, Engagement

Challenge #1: Your agents are swamped with basic questions
Are your contact centre agents getting swamped with repetitive low-value questions — preventing callers with bigger issues from getting through? If so, it's time to take action.

Cyber Security Month: Beware emerging tech's dark side

Monday, 21 October 2019 PCI DSS compliance

Cyber Security Month: Beware emerging tech's dark side
Consumers adore new technology — but criminals love it too. So what safety principles should innovative companies be taking to heart during October, European Cyber Security Month?

Cyber Security Month: How clean is your contact centre?

Wednesday, 09 October 2019 Contact Centre, PCI DSS compliance

Cyber Security Month: How clean is your contact centre?
Cyber Security Month aims to teach 'cyber hygiene' tips to consumers— but companies need to scrub up too, because contact centres can have dark corners where fraud festers.

Ouch! Is your PCI DSS solution a bad fit?

Tuesday, 10 September 2019 PCI DSS compliance

Ouch! Is your PCI DSS solution a bad fit?
Imagine wearing a pair of flip-flops on a mountain hike! For contact centres, selecting the wrong secure payment solution can prove just as uncomfortable — and have painful consequences.

Is your PCI DSS strategy killing your agility?

Tuesday, 13 August 2019 Contact Centre, PCI DSS compliance

Is your PCI DSS strategy killing your agility?
Contact centres 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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We will be @CustContactWeek starting tomorrow! Come join us at Booth #122 in the Expo Hall. This is the last chance to claim 20% off your registration using our code: 2020CCWN_ECKOH We hope to see you there! #CCWNashville20 ow.ly/HeeN30q6i9g
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4 out of 4 - Eckoh CallGuard wins PCI Excellence award once again. Well done Eckoh. bit.ly/2GlKcDe #PCIDSS #Securepayments

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Join our 20 minute webinar in partnership with @MastercardUK. Pay by Bank app - the new way for customers to pay without using their debit/credit card. Thursday 30th January 2020 @ 14:00 GMT. @PaybyBankapp insights.eckoh.com/acton/media/63…

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