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The latest thinking from Eckoh

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

How to combat customer rage on social media

Wednesday, 28 February 2018 Omnichannel

How to combat customer rage on social media
Do you often feel powerless against customers who rant about your brand on social media? If so, then it's time for your contact centre to fight back.

Break free from the contact centre support trap

Wednesday, 21 February 2018 Contact Centre

Break free from the contact centre support trap
Is worsening vendor support for your contact centre systems being used to pressure you into upgrading? If so, there's an easy way out — and it could save you a fortune.

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

Wednesday, 14 February 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?

Unified agent desktops: Five revealing questions to ask

Monday, 05 February 2018 Contact Centre

Unified agent desktops: Five revealing questions to ask
A unified desktop for agents is essential if you want your contact centre to maximise efficiency and drive up sales. But which desktop solution leads the pack? It's time to ask difficult questions.

Making friends with Chatbots

Tuesday, 30 January 2018 Omnichannel

Making friends with Chatbots
It's suggested that we make friends with Chatbots because they never sleep. What else could they help you with?

Travel agents: How to book your PCI DSS journey the easy way

Monday, 22 January 2018 PCI DSS compliance

Travel agents: How to book your PCI DSS journey the easy way
Travel agents are being forced to embark on a vital journey — to PCI DSS compliance. But the question is: Do you want a first-class experience or a risky, white-knuckle ride?
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