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The latest thinking from Eckoh

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).

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' ...

PODCAST: Fancy increasing sales, CSAT and productivity?

Thursday, 06 December 2018 Omnichannel

PODCAST: Fancy increasing sales, CSAT and productivity?
Listen to our podcast by Omnichannel expert, Ross Sampson. We talk about Omnichannel customer engagement because we believe that this is where, and how, businesses today are seeking to differentiate themselves.

Travel & Hospitality: 'experience' can make or break you

Tuesday, 27 November 2018 Engagement, Travel-Leisure

Travel & Hospitality: 'experience' can make or break you
Customers are spending more of their money on experiences, such as travel and hotels, and less on possessions. But are travel and hospitality companies taking full advantage?

How to create a business case for de-scoping your contact centre from PCI DSS audit

Friday, 02 November 2018 PCI DSS compliance

How to create a business case for de-scoping your contact centre from PCI DSS audit
Removing your contact centre from the scope of PCI DSS audit is a smart strategy we call it ‘de-scoping’. But how are you going to convince your business and senior management that it’s the right move?

PCI DSS compliance - Ten myths busted

Monday, 29 October 2018 PCI DSS compliance

PCI DSS compliance - Ten myths busted
Confused about PCI DSS compliance? It’s not surprising with the amount of different interpretations and myths circulating.

Be ‘always open’ for anytime customer service and reduce costs at the same time

Thursday, 25 October 2018 Self-Service

Be ‘always open’ for anytime customer service and reduce costs at the same time
Customer Self-Service has been shown to reduce costs in contact centres by as much as 20%, and Chatbots could increase that to 30%. Isn’t it time you considered adding this option to your contact centre?

Tackling the pain of switching contact centre vendors

Thursday, 25 October 2018 Contact Centre

Tackling the pain of switching contact centre vendors
Worried about facing the backlash from your current contact centre technology provider when you decide to move on? It’s becoming a common occurrence and it can put organizations off.
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