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The latest thinking from Eckoh

Is your mending getting in the way of great CX?

Monday, 10 September 2018 Engagement

Is your mending getting in the way of great CX?
Sometimes you just have to admit it. Something you bought a while ago that, at the time, had all the bells and whistles you wanted, is now not looking so new anymore. Perhaps there are patches covering gaps in the original product. Is it a bit frayed around the edges? The same could be true for your IVR.

Who are the culprits?

Monday, 10 September 2018 PCI DSS compliance

Who are the culprits?
Cardholder data can be exposed during agent-to-customer interactions, captured by call recordings, and stored within computer systems. But who’s at the heart of the fraud taking place?

What if your contact centre was a car?

Thursday, 06 September 2018 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.

Insurers how to de-risk your home-based agents.

Wednesday, 05 September 2018 Insurance, PCI DSS compliance

Insurers how to de-risk your home-based agents.
How can insurers boost their agility by hiring more home-based agents to handle calls without compromising data security? For forward-thinking companies there is an answer.

There may be trouble ahead

Wednesday, 05 September 2018 Contact Centre

There may be trouble ahead
When a vendor announces the end of support for a contact centre system or application you may feel the pressure to upgrade. But, going with the flow and upgrading brings its own set of risks. Here are some things to think about…

Data breach bombshell: Report reveals all

Thursday, 30 August 2018 PCI DSS compliance

Data breach bombshell: Report reveals all
A new study into the impact of a data breach makes explosive reading — especially when you discover the true cost of losing customer trust. However, with the right solutions, you can diffuse the problem safely.

Combatting fraud in the contact centre – top tips

Wednesday, 29 August 2018 PCI DSS compliance

Combatting fraud in the contact centre – top tips
CNP crime is still predicted to rise continuously so it's important not to get complacent as there are still traps that criminals are just waiting to exploit.

How to tame the Social Media monster

Thursday, 23 August 2018 Omnichannel

How to tame the Social Media monster
Social Media is the customer’s voice and your agents’ ears. But are you able to tame this powerful engagement channel - rather than letting it spin out of control? Now it's possible.

BCBS companies lead way in medical data breach battle

Thursday, 23 August 2018 PCI DSS compliance

BCBS companies lead way in medical data breach battle
Healthcare identity theft and fraud is a fast-growing threat in the US, but some insurance organisations are getting the diagnosis spot on and the remedy is working.

Good news - great CX without the disruption

Tuesday, 21 August 2018 Engagement

Good news - great CX without the disruption
The nirvana of Omni-Channel CX may seem a million miles away, especially if you lack many of the new channels that people expect today. Perhaps your current contact centre infrastructure feels dated and you’re worried how you’re going to achieve that differentiation over your competitors.

Save your customers from 'agent lucky dip' nightmare.

Wednesday, 15 August 2018 Omnichannel

Save your customers from 'agent lucky dip' nightmare.
When customers call your contact centre, is it a lottery whether they get the right answers? With one significant change, it's possible to make sure every customer gets exactly what they need and fast.

Chatbots – is it love at first click?

Thursday, 09 August 2018 Omnichannel

Chatbots – is it love at first click?
Love them or hate them, Chatbots are now being taken deadly seriously. They can boost customer loyalty and save a fortune for enterprises if contact centres use them in the right way.

Customer power: Threat or opportunity?

Thursday, 02 August 2018 Engagement

Customer power: Threat or opportunity?
Are you finding today's customers more demanding, volatile and ready to flex their muscles? If so, then a new e-Guide will help your contact centre to engage with them not as enemies but as allies.

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

Friday, 27 July 2018 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 to thrive in travel & hospitality boom

Wednesday, 25 July 2018 Experience Portal, Travel-Leisure

How to thrive in travel & hospitality boom
Travel and hospitality is a booming sector world-wide. But how can existing players compete successfully against waves of agile start-ups, eager to plunder their market share?
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Eckoh can help you fix problems with your #Avaya systems, and can also take the lead in resolving issues with integrated components, such as Web Services/CTI/ PBX. Come to Eckoh for cost-effective expert Avaya support: bit.ly/2VO3B9x #contactcentres
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Eckoh has been shortlisted for the Best Use of Technology in Risk Management in The 2019 Risk Management Awards, as well as being announced as a Finalist for The Credit & Collections Technology Award 2019. For more information, please visit: eckoh.com/resources/news…
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Whether you already offer Web Chat or would like to add Web Chat to your website, why not advance your customer engagement even further by offering secure payment within the chat session with Eckoh's ChatGuard? Find out more: bit.ly/2LJYrXY #securepayments

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