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The latest thinking from Eckoh

Top 10 facts about PCI Compliance that you need to know

Tuesday, 26 September 2017 PCI DSS compliance

Top 10 facts about PCI Compliance that you need to know
What do you need to prove you can handle card payments securely — a black belt, a Michelin star, an OBE or maybe even the Nobel prize for security? The correct answer is PCI DSS. But what does this security standard really mean?

Will crossing my fingers prevent CNP fraud?

Monday, 18 September 2017 PCI DSS compliance

Will crossing my fingers prevent CNP fraud?
What's stopping card-not-present (CNP) fraud from breaking out in your contact centre? Are you wearing a magical ring of invincibility, sporting those lucky socks or crossing your fingers? If you want real protection, then read on.

Why finance & banking face a new Wild West

Tuesday, 29 August 2017 PCI DSS compliance

Why finance & banking face a new Wild West
It's almost exactly 100 years since the last stagecoach robbery. Ever since, banks and thieves have been locked in a battle of wits. But today's tussles are being fought in a new Wild West — and the criminals often appear to be winning.

Is your IVR ready to leave home?

Monday, 21 August 2017 Self-Service

Is your IVR ready to leave home?
There's a time when most youngsters yearn to spread their wings. Others need a gentle push. But is now the right moment for your IVR to leave home — and flourish in a hosted space of its own?

Five ways retailers are using technology for customer engagement

Tuesday, 15 August 2017 Engagement, Retail

Five ways retailers are using technology for customer engagement
With consumers driving channel choice you can’t afford to ignore any means of engagement but, at the same time, you’ve got to keep their data secure.

Seven reasons why customer service and secure payments are vital for energy suppliers

Monday, 07 August 2017 PCI DSS compliance, Utilities

Seven reasons why customer service and secure payments are vital for energy suppliers
Despite recent headlines over price increases and supposed consumer apathy, energy suppliers continue to install meters at quite a pace.

Is it time your IVR grew up?

Tuesday, 01 August 2017 Self-Service

Is it time your IVR grew up?
Is your IVR still in short trousers when all its peers act like adults? It's painful to be told your IVR system needs to grow up. But it's possible to intervene swiftly and propel your IVR into adulthood ... much to the relief of customers.

Are you delivering great leisure experiences, but poor customer journeys?

Thursday, 27 July 2017 Engagement, Travel-Leisure

Are you delivering great leisure experiences, but poor customer journeys?
Considering that the hospitality, leisure and travel sector is all about seamless journeys and great, relaxing experiences how come providers in this sector are anything but.

Is the customer right?

Tuesday, 04 July 2017 Engagement

Is the customer right?
In the retail world, it's always tricky to second-guess what customers want and it's impossible to please everyone, all the time.

What happens when your IVR spits the dummy?

Thursday, 01 June 2017 Self-Service

What happens when your IVR spits the dummy?
We've all watched on in horror ... as an out-of-control child creates havoc at a shopping centre, restaurant or wedding. But imagine if something similar is happening with your IVR? Will anyone intervene to make it stop?

Are you sending your agents into a gunfight armed with a penknife?

Tuesday, 30 May 2017 Contact Centre

Are you sending your agents into a gunfight armed with a penknife?
In today’s competitive field, providing best possible customer experience has to be a priority. Rising expectations put pressure on contact centre agents.

Seven ways to improve customer engagement

Tuesday, 23 May 2017 Engagement

Seven ways to improve customer engagement
Do customers feel as if they're up against an SAS assault course every time they interact with your organisation? Perhaps the really determined ones get through. But what happens to those who never complete their online orders or fail to get their questions answered?

Retailers: Playing a high-risk game with customer trust?

Tuesday, 02 May 2017 PCI DSS compliance, Retail

Retailers: Playing a high-risk game with customer trust?
How would you feel if a trusted friend looked after your house for the weekend, only to leave the key under the doormat — and a passing thief ransacked your home? Unfortunately, there's a scenario playing out in the retail world that isn't so different.

Why your website needs Web Chat

Tuesday, 02 May 2017 Omnichannel

Why your website needs Web Chat
The world's retail websites can be divided into two camps those with Web Chat, and those who haven't added it ... yet. So why is now the right time to open up a new channel to your customers?

Give your IVR its 'rock star comeback' moment

Wednesday, 22 February 2017 Self-Service

Give your IVR its 'rock star comeback' moment
Every so often, a rock band enjoys a massive comeback. They reinvent themselves — and success follows. The same could be true for your IVR ... if you show it some love.
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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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