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The latest thinking from Eckoh

Five Ways to Boost Your Agent's Productivity in the Contact Centre

Wednesday, 15 February 2017 Contact Centre

Five Ways to Boost Your Agent's Productivity in the Contact Centre
Contact centre agents are at the sharp end of soaring customer expectations. When things go wrong, they have to deal with furious callers and email rants.

Secure Payments Is a Breakthrough Moment for Web Chat

Wednesday, 08 February 2017 Omnichannel, PCI DSS compliance

Secure Payments Is a Breakthrough Moment for Web Chat
The advance of Live Chat as a customer contact channel seems unstoppable — and now it's just stepped up a gear with news that agents can take secure payments during sessions for the first time.

Why PCI DSS advice from a QSA is increasingly vital

Monday, 06 February 2017 PCI DSS compliance

Why PCI DSS advice from a QSA is increasingly vital
Achieving PCI compliance standards isn't a 'set and forget' activity like getting a car MoT. Just because you passed in November doesn't mean you're safe in February.

Holiday fraud — could it happen to you?

Tuesday, 17 January 2017 PCI DSS compliance, Travel-Leisure

Holiday fraud — could it happen to you?
Booked your summer holiday yet? February is one of the busiest months of the year for booking trips. But, despite making every effort to avoid getting scammed, some consumers could still end up falling victim to fraud — in a way they'd least expect.

Gearing up Your Call Centre for the Next Generation

Friday, 11 November 2016 Experience Portal

Gearing up Your Call Centre for the Next Generation
Millenials or ‘Generation Y’ (those born between 1980 and 2000) will form 75% of the working population by 2025 – yes, that’s less than a decade away.

Alarm Bells over Insurance Contact Centres and CNP

Thursday, 03 November 2016 PCI DSS compliance

Alarm Bells over Insurance Contact Centres and CNP
Imagine getting a burglar alarm fitted to your home. The company does a great job and you feel really secure. But then you overhear the fitters yelling your alarm's entry code to each other, across the crowded street outside.

What to do — if your IVR behaves badly?

Tuesday, 27 September 2016 Self-Service

What to do — if your IVR behaves badly?
As many parents will know, it's a painful experience when the headteacher calls to explain that your child has misbehaved. The story unfolds and you react with surprise, then horror, then embarrassment.

Hanging on the IVR: From Call Centre to Stall Centre

Tuesday, 27 September 2016 Self-Service

Hanging on the IVR: From Call Centre to Stall Centre
When Bell Labs created the blueprint for an Interactive Voice Recognition (IVR) system in 1962, little did they know that this invention would go on to cause such misery for millions of people.

Multi-Channel or Multi-Flannel?

Tuesday, 27 September 2016 Experience Portal

Multi-Channel or Multi-Flannel?
There’s been a lot of coverage in the customer service and contact centre media around companies being urged to ramp up multi-channel and omni-channel service for customers.

What’s next for Contact Centre Solutions?

Tuesday, 27 September 2016 Contact Centre

What’s next for Contact Centre Solutions?
The leaders of evolutionary customer service, are successful because they deliver a stress-free, personalised customer experience. But there are still many organisations that are focusing on an “inside-out” approach.

Best practices for a modern IVR system

Tuesday, 27 September 2016 Self-Service

Best practices for a modern IVR system
As internet-enabled technologies rapidly evolve and increase in popularity, it is commonly thought that customers resolve their issues by using these platforms.

Living in a Omnichannel world

Tuesday, 27 September 2016 Omnichannel

Living in a Omnichannel world
It started with a text…This morning I received a text from my bank advising me of my latest balance. I wanted to query a payment and so went onto the smartphone app.

Six Myths of PCI DSS Compliance

Tuesday, 27 September 2016 PCI DSS compliance

Six Myths of PCI DSS Compliance
A lot has been written about PCI DSS compliance in recent years. With the recent heightened attention on merchants’ payment systems, there still seems to be a large degree of confusion around.

10 years of PCI DSS: What has it really achieved?

Monday, 19 September 2016 PCI DSS compliance

10 years of PCI DSS: What has it really achieved?
Can you remember what you were doing a decade ago? A lot can happen in 10 years.

Are your callers trapped inside the IVR that time forgot?

Tuesday, 09 August 2016 Self-Service

Are your callers trapped inside the IVR that time forgot?
Businesses get excited about rebrands, unveiling new websites, publishing ultra-elegant apps and attracting big followings on their social media channels.
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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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