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The latest thinking from Eckoh

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?

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.

Steering clear of the vendor agenda

Monday, 23 July 2018 Contact Centre

Steering clear of the vendor agenda
Ever thought third party contact centre support was a bluff? Afterall, surely the vendor knows their product best and is therefore in the best place to support it – aren’t they? Well, think again, there’s more to this than meets the eye.

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?
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We have a fantastic opportunity to join our Sales team in Hemel Hempstead as an Inside Sales New Business Specialist. We are offering a salary of £30,000+ and excellent benefits. If you are target driven with sales experience, please apply: bit.ly/2oXJ7wo #careers #jobs
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The Eckoh Experience Portal delivers all of our solutions (from chatbot and email management to web chat automated payments) via the cloud-based portal - dramatically improving your #customersatisfaction and reducing costs. Find out more: bit.ly/2JcdlSq #contactcentres
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