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The latest thinking from Eckoh

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?

Travel agents: Why card payment rules could leave you out in the cold

Tuesday, 09 January 2018 PCI DSS compliance, Travel-Leisure

Travel agents: Why card payment rules could leave you out in the cold
A winter wind is howling through the travel industry — at exactly the time when travel agents want to be cashing in on summer bookings. So why the big chill?

Is contact centre conflict sabotaging your profitability?

Monday, 11 December 2017 Contact Centre

Is contact centre conflict sabotaging your profitability?
Is your contact centre hiding a dark secret: Important systems are simply refusing to share the same desktop? If so, then your agents, customers and sales will pay a heavy price.

Is your contact centre the panto villain?

Wednesday, 06 December 2017 Experience Portal

Is your contact centre the panto villain?
Is your contact centre more of an Ugly Sister than a potential princess? If so, take action — before you hear the boos coming from customers.

Agent desktops: How to have your cake and eat it

Tuesday, 28 November 2017 Contact Centre

Agent desktops: How to have your cake and eat it
The iPhone X has arrived — 10 years since Apple launched its first iconic handset. Today, contact centres should learn a simple truth from the device's runaway success: It's possible to have your cake and eat it.

Not yet convinced about PCI DSS compliance?

Thursday, 23 November 2017 PCI DSS compliance

Not yet convinced about PCI DSS compliance?
Recent survey commissioned by Eckoh and carried out by Contact Babel reveals some very interesting evidence that not all contact centres are complying with the PCI DSS.

Chatbots - what’s there to be scared of?

Monday, 13 November 2017 Omnichannel

Chatbots - what’s there to be scared of?
Fear is a funny thing. Sometimes it can drive us forward to get us out of danger and sometimes it can hold us back, crippling our decision making and preventing creativity and innovation.

Who's planning to spoil your contact centre upgrade party?

Thursday, 02 November 2017 Contact Centre

Who's planning to spoil your contact centre upgrade party?
New call centre technology on the way? If so, then what might stop you from capitalising on all the benefits? You may be surprised at what's worrying senior executives.

Why what you say matters in contact centres

Monday, 30 October 2017 PCI DSS compliance

Why what you say matters in contact centres
Like so many things, the more we learn and evolve the more aspects emerge that reveal potentially dangerous or risky activities.

Need to escape - from a 'forced' contact centre upgrade?

Monday, 23 October 2017 Contact Centre

Need to escape - from a 'forced' contact centre upgrade?
'You can take it or leave it!' Ever had that said to you? Maybe the last time it happened was after you complained about a terrible meal at a charmless restaurant? But have you ever heard it from your contact centre technology vendor?

Seven global trends are combining to whip up a perfect security storm

Monday, 16 October 2017 PCI DSS compliance

Seven global trends are combining to whip up a perfect security storm
Why take secure payments more seriously today? After all, people have been paying for products using credit and debit cards for decades.

Chatbots: Are you with us or against us?

Thursday, 12 October 2017 Omnichannel

Chatbots: Are you with us or against us?
What's yours called Siri, Alexa or something else? Soon, most businesses will have a chatbot, whirring away alongside human contact centre agents. In fact, all the tech you need is now within easy reach.

Who can you really trust with your contact centre tech?

Monday, 02 October 2017 Contact Centre

Who can you really trust with your contact centre tech?
Trust is a rare commodity in these days of 'fake news', dodgy diesel emissions and less-than-honest social media profiles. But trust is essential for business ... especially when it relates to the smooth-running of your contact centre systems.
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Latest Blog Items

  • Saving Christmas from the Contact Centre of Doom

    Tuesday, 10 December 2019 Saving Christmas from the Contact Centre of Doom

    Dramatic news, just in from the North Pole: Christmas is under threat — from the Contact Centre of Doom. So what can be done? We sent our reporter, Holly Frost, to find out ...
  • Twist or stick? It’s your choice

    Friday, 06 December 2019 Twist or stick? It’s your choice

    Almost every business has legacy technology. It makes perfect sense to extending its life. But it can be a burden managing legacy systems that require specialist knowledge that may not be available from your original vendor or in your organisation.
  • Challenge #3: Despite self-service your customers still call

    Tuesday, 03 December 2019 Challenge #3: Despite self-service your customers still call

    Despite offering great self-service tools to your customers, are your agents are still handling too many calls? If customers are stuck in their old habits, they need a nudge.

Tweets by @Eckoh

Eckoh (@Eckoh)

Eckoh (@Eckoh)

How can you achieve a strong ROI from your self-service tools if some customers still prefer to call up anyway? Well, for speed, choice and control it’s got to be Visual IVR. For more information read the latest blog to find out why. bit.ly/2si36Hl #selfservice
Eckoh (@Eckoh)

Eckoh (@Eckoh)

Eckoh’s Knowledge Base can also provide contact centre agents with consistent and correct information to relay to customers when they are uncertain of an answer – improving customer service and efficiency. bit.ly/2Ek8VHv #contactcentres #customerservice
Eckoh (@Eckoh)

Eckoh (@Eckoh)

For second to none third-party support for your #Avaya systems, you can trust Eckoh to deliver. We offer 24 x 7 x 36 first-rate support and can help extend the life of your technology, allowing you to upgrade when you're ready! bit.ly/2VO3B9x #contactcentres

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