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The latest thinking from Eckoh

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.

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.
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Tweets by @Eckoh

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
Eckoh (@Eckoh)

Eckoh (@Eckoh)

Eckoh has joined the #Five9 App Marketplace as the only approved Secure Payments partner for Five9’s customers who can now access Eckoh's expertise in compliance and #securepayment technology. #CallGuard #ChatGuard

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