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The latest thinking from Eckoh

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

Monday, 18 March 2019 Engagement, Omnichannel, Self-Service

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.

Executive Insight - continuous customer service from Omnichannel to Omnipresent

Thursday, 14 March 2019 Engagement, Exec Insight, Experience Portal

Executive Insight - continuous customer service from Omnichannel to Omnipresent
Ashley Burton, Head of Product at Eckoh identifies the underlying trends that will keep contact centres one step ahead.

De-scoping your contact centre - what vendors won't tell you.

Monday, 11 March 2019 PCI DSS compliance

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.

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

Tuesday, 05 March 2019 Engagement, Self-Service

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.

Social media: why you should be all ears

Thursday, 21 February 2019 Engagement, Omnichannel

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?

The power of speech recognition in IVR

Friday, 15 February 2019 Exec Insight, PCI DSS compliance

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.

Why Call Recording matters to your contact centre.

Friday, 08 February 2019 Contact Centre

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.

Too many calls to handle? Automate, then celebrate.

Thursday, 31 January 2019 Self-Service

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.

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

Tuesday, 29 January 2019 Omnichannel

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.

PCI DSS and PA DSS – busting the myths

Tuesday, 22 January 2019 PCI DSS compliance

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).

Turn your IVR into your best asset

Friday, 18 January 2019 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.

Travel & Hospitality boom: Keeping ahead of fraudsters

Tuesday, 15 January 2019 PCI DSS compliance, Travel-Leisure

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?

Five predictions to shake up contact centres in 2019

Wednesday, 02 January 2019 Exec Insight

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.

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

Wednesday, 12 December 2018 Experience Portal

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' ...
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Eckoh’s Knowledge Base can also provide contact centre agents with consistent and correct information to relay to customers when they are uncertain of an answer – improving customer service and efficiency. bit.ly/2Ek8VHv #contactcentres #customerservice
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For second to none third-party support for your #Avaya systems, you can trust Eckoh to deliver. We offer 24 x 7 x 36 first-rate support and can help extend the life of your technology, allowing you to upgrade when you're ready! bit.ly/2VO3B9x #contactcentres
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The key to getting your Digital Transformation journey right is to understand the customer experience and match the technology to it, not the other way around. Eckoh can help you with this: bit.ly/2oX62ru #digitaltransformation #contactcentres #customerservice

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