Blog

What's trending in the contact centre industry? What should you know about today — to avoid losing customers and to make the most of new opportunities? Our blog provides valuable insights ...

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Nine things that bug you about PCI DSS compliance

Compliance with the Payment Card Industry Data Security Standard (PCI DSS) helps companies to demonstrate they can process card payments securely and reduce card fraud.

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

Everything’s on the up - call volumes, cost of call handling, maintaining, managing and training people, as well as customer expectations.

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Executive Insight:Continuous Customer Service from Omnichannel to Omnipresent

By Ashley Burton, Head of Product at Eckoh

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De-scoping your contact centre. What vendors won’t tell you

How many customer payment channels do you have today? Securing all of them to PCI DSS standards can sometimes prove tricky.

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Don’t let your IVR be a victim of bad publicity

Bad publicity is most definitely something to avoid. But the website GetHuman.com could be easily titled “ExposedIVRs.com.” because it lists more than 8,000 companies in 45 countries.

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Social media: Why you should be all ears

Social media is great for shouting about new products and services. But how well are you using it to listen to today's customers and engage with them on a personal level?

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The power of speech recognition in IVR

The voice revolution is here, and it’s here to stay. Alexa, Siri and Google Voice Assistant have given consumers not only the appetite to ask for whatever they want but also the technology.

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Skills on tap for contact centres in the utilities sector

Utilities companies face a vexing challenge: What happens when their supply of contact centre employees runs dry? The predictions are worrying. But there is a solution.

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Why Call Recording matters to your contact centre.

The increased range of communications devices – mobiles, home landlines, VoIP phones for example - means that contact centres today need to consider widening the types of calls that they record.

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Too many calls to handle? Automate, then celebrate.

Why are there so many painful IVR systems? It isn’t a new situation, but it has raised its head once again.

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PODCAST: Chatbots – what’s there to be scared of?

Listen to the Ross Sampson discuss how Chatbots can bring real value to your contact centre.

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PCI DSS and PA DSS – busting the myths

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).

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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.

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Travel & Hospitality boom: Keeping ahead of fraudsters

The travel and hospitality market is growing fast but do airlines, travel agents, hotels and other operators have the right security to keep pace?

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Five predictions to shake up contact centres in 2019

The world of contact centres is set for a big shake-up in 2019. That's the verdict of an Executive Insights report from Eckoh, which picks out five pressing issues and reveals how companies must respond to stay competitive.

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Panto time! is your contact centre the fairest of them all?

Does it feel like it's panto season in your contact centre every day? If so, then you need to find a fairytale ending — by taking a seat for 'Snow White and the Seven Personas' ...