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The latest thinking from Eckoh

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.

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?
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Tweets by @Eckoh

Eckoh (@Eckoh)

Eckoh (@Eckoh)

De-risking vs de-scoping your contact centre - PCI DSS can you see the hidden threats? bit.ly/2G9KvRL #contactcentre #PCIDSS #securepayment
Eckoh (@Eckoh)

Eckoh (@Eckoh)

Eckoh is attending the PCI London Conference on the 23rd January 2020. Come and visit us! We would love to share insights and knowledge around secure payment solutions for your contact centre. For more information visit lnkd.in/gNkSVrs #pcilondon
Eckoh (@Eckoh)

Eckoh (@Eckoh)

What will the Contact Centre of the Future look like? In a five-part series, Ashley Burton, Head of Product at Eckoh, explores the radical changes ahead – starting with a new breed of customer that's emerging. bit.ly/2NlXljG

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