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The latest thinking from Eckoh

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.

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.
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Tweets by @Eckoh

Eckoh (@Eckoh)

Eckoh (@Eckoh)

Want to get more sales or bill payments across the line, then the answer could reside with your Chat or Chatbot. #webchat #chatbots #securepayments #chatguard eckoh.com/chatguard
Eckoh (@Eckoh)

Eckoh (@Eckoh)

We are very pleased to announce that Eckoh has won both the Judges Award and Customer Choice Award for the Best Contact Center Solution at the 2020 Card Not Present (CNP) Awards. eckoh.com/resources/news… #Awards #paymentsecurity
Eckoh (@Eckoh)

Eckoh (@Eckoh)

Eckoh is urging UK companies to take security seriously in their contact centres when adapting their home-working and office working routines as the lockdown is eased. eckoh.com/resources/news… #contactcentre #remoteworking

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