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The latest thinking from Eckoh

Are contact centre agents the only way to deliver customer service?

Wednesday, 27 May 2020 Engagement, Omnichannel, Self-Service

Are contact centre agents the only way to deliver customer service?
Are you ready to gear up to handling call volumes and managing customer expectations?

Don’t deny your customers the ability to pay

Wednesday, 20 May 2020 Contact Centre, PCI DSS compliance

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

Let customers pay in chat rather than send them away

Tuesday, 28 April 2020 Engagement, PCI DSS compliance

Let customers pay in chat rather than send them away
Customers love to engage using chat and you can achieve a return of 20 times your investment. So, think what you could achieve by being able to take a secure, PCI compliant payment within a chat session rather than sending them elsewhere to pay?

Chatbots – now's the time to take them seriously

Tuesday, 21 April 2020 Contact Centre, Omnichannel, PCI DSS compliance, Self-Service

Chatbots – now's the time to take them seriously
Chatbots are now being taken seriously because they support your agents, take secure payments and reduce queues.

Turn your IVR into your best asset

Thursday, 09 April 2020 Self-Service

Turn your IVR into your best asset
IVRs are still a valuable part of customer engagement. Changing customer demands, fierce competition plus globalisation are pushing companies to seek better ways to manage customer relationships.

Making friends with Chatbots

Tuesday, 31 March 2020 Engagement, Omnichannel

Making friends with Chatbots
It's suggested that we make friends with Chatbots because they never sleep. What else could they help you with?

Challenge #7: Saving customers from IVR maze misery

Tuesday, 24 March 2020 Contact Centre, Engagement

Challenge #7: Saving customers from IVR maze misery
Are customers calling your contact centre, navigating your IVR and ending up in the wrong place? If so, there's a fast way to solve the problem painlessly.

Can compliance be a catalyst for transformation?

Monday, 23 March 2020 PCI DSS compliance

Can compliance be a catalyst for transformation?
In our latest webinar, Ashley Burton, Eckoh’s Head of Product, interprets the theme of ‘time to think bigger’ from a customer perspective and asks the question ‘can compliance be a catalyst for transformation?

How to make remote working secure

Wednesday, 18 March 2020 Contact Centre, PCI DSS compliance

How to make remote working secure
Considering enabling your agents to work remotely? If so, you’re probably most concerned with being able to maintain PCI DSS compliance and security.

Self-Service: Why we've hit the sweet spot ... right now

Tuesday, 17 March 2020 Self-Service

Self-Service: Why we've hit the sweet spot ... right now
It's easy to dismiss bold new ideas as passing fads. But when they lead to increased sales, greater customer satisfaction and reduced costs, they can't be ignored. And in the contact centre arena, Self-Service tools are doing just that.

Challenge #6: Saving customers from repeating themselves

Tuesday, 10 March 2020 Contact Centre, Engagement

Challenge #6: Saving customers from repeating themselves
Are your customers having to repeat themselves every time they switch contact channels? If they are, you can expect satisfaction levels to nosedive. So, what's the answer?

Contact Centre of the Future Part 5 - Voice

Tuesday, 03 March 2020 Contact Centre, Exec Insight

Contact Centre of the Future Part 5 - Voice
Voice channels will have a bigger say in how customers interact with the Contact Centre of the Future. So says Ashley Burton, Head of Product at Eckoh, in this final instalment of his five-part series.

Self-Service: So what's in it for me?

Thursday, 27 February 2020 Self-Service

Self-Service: So what's in it for me?
Customer engagement can be delicate at the best of times, so why risk throwing a whole bunch of new Self-Service tools into the mix? The answer is easy because everyone wins when you get it right.

How can I avoid storing card data when taking payments?

Tuesday, 25 February 2020 PCI DSS compliance

How can I avoid storing card data when taking payments?
Are you worried that storing customer card data will make you a target for criminals? If so, you're not alone. Most merchants feel the same way. But there is an answer.

What if your contact centre was a car?

Wednesday, 19 February 2020 Contact Centre

What if your contact centre was a car?
Imagine, you buy a car and you buy a three-year care plan so all your servicing and repairs are covered. After three years you opt for an extended care plan for another two years - it's a bit more expensive, but the car is doing just what you need and you don't want to change.
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Eckoh is urging UK companies to take security seriously in their contact centres when adapting their home-working and office working routines as the lockdown is eased. eckoh.com/resources/news… #contactcentre #remoteworking

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RT @UKCCForum: Just 2 hours to go! Its not too late to join our FREE webinar today! Register your place now! ‘Risks and rewards of contact…
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Maintaining payment security in these difficult times can be very challenging. If you're looking to enable your contact centre agents to take payments securely from home or remote locations, then CallGuard Remote is the choice for you. eckoh.com/secure-payment… #paymentsecurity

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