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The latest thinking from Eckoh

Web Chat: What else delivers nearly x20 payback?

Tuesday, 24 July 2018 Omnichannel

Web Chat: What else delivers nearly x20 payback?
When it comes to return on investment, the figures for Web chat are worth shouting about: For every pound you spend, you could earn close to 20. The proof is out there.

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

Thursday, 19 July 2018 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.

Why Web Chat agents are super-heroes

Wednesday, 11 July 2018 Omnichannel

Why Web Chat agents are super-heroes
When customers are about to abandon your website and hate the idea of calling your contact centre, then it's time to throw them a lifeline. Overwhelming research suggests that Web Chat is a powerful way to save sales and delight customers.

Self-Service - what's your emotional response?

Friday, 29 June 2018 Self-Service

Self-Service - what's your emotional response?
The words 'self service' can trigger a range of emotional responses ... fear, cynicism, wonder and maybe even bewilderment. So what's the right reaction when it comes to Self-Service for customer engagement?

PCI DSS: What's the cost of DIY compliance vs de-scoping?

Tuesday, 05 June 2018 PCI DSS compliance

PCI DSS: What's the cost of DIY compliance vs de-scoping?
Tackling PCI DSS compliance can feel like you're battling with hydra from Greek mythology ... the moment you think you’re making progress, the monster grows another head. So, is it time to hand the job to someone with more firepower?

Customers – what do they look like?

Thursday, 31 May 2018 Engagement

Customers – what do they look like?
What are your characteristics, habits and preferences? Once you’ve listed those you’ve got just one customer profile – your own. Remember you’re a customer too. But, is everyone like you? Disappointed as you may be, it’s unlikely. So how do you get to know the rest?

Customer power: Who's calling the shots now?

Friday, 25 May 2018 Engagement

Customer power: Who's calling the shots now?
Organisations are waking up to a simple truth: They're not in control any more ... the customer rules. So how can companies succeed in this new world?

PCI DSS: The thrills, perils and costs of DIY compliance

Wednesday, 16 May 2018 PCI DSS compliance

PCI DSS: The thrills, perils and costs of DIY compliance
Card payment fraud is rising — and merchants need to safeguard the way they process, store and transmit cardholder data. But should PCI DSS compliance be something you tackle on your own?

CX problems? It's not you, it's them!

Monday, 14 May 2018 Engagement

CX problems? It's not you, it's them!
Are customers mysteriously falling out of love with your business — despite your contact centre trying desperately hard to please them? If so, then listen up ... because it's not you, it's them.

Help! Have aliens taken over my customers?

Tuesday, 24 April 2018 Engagement

Help! Have aliens taken over my customers?
This year is the 40th anniversary of the classic 1978 sci-fi movie Invasion of the Body Snatchers. And you could be forgiven for half-thinking there's a modern parallel happening in the customer contact arena.

PCI DSS: What's the cost of doing nothing?

Wednesday, 11 April 2018 PCI DSS compliance

PCI DSS: What's the cost of doing nothing?
Most of us hate petty rules and red tape, and if there’s no penalty for non-compliance we tend to turn a blind eye. But is PCI DSS something that merchants can ignore — or does neglect come at a devastating price?

Customer experience: What's holding us back?

Thursday, 05 April 2018 Engagement

Customer experience: What's holding us back?
Is your contact centre delivering a better customer experience than your competitors? If not, then what's the best way to transform your fortunes with a single approach?

Back to the future with shopping catalogues

Wednesday, 21 March 2018 Experience Portal, Retail

Back to the future with shopping catalogues
Shopping catalogues have an illustrious past. But today's catalogue businesses could learn a lot from their early forerunners — because they knew exactly how to delight radically different groups of customers, all at the same time.

Travel agents - how to turn a PCI DSS headache to your advantage

Tuesday, 13 March 2018 PCI DSS compliance, Travel-Leisure

Travel agents - how to turn a PCI DSS headache to your advantage
While some travel agents will be dreading the arrival of new card payment rules in March, others will be looking forward to a business boost. So why all the smiles?

How’s your contact centre coping with the snow?

Thursday, 01 March 2018 Experience Portal

How’s your contact centre coping with the snow?
Don’t give in to the weather – enable your agents to take Secure payments and serve customers from home
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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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