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

Wednesday, 15 February 2017 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

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

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

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

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

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

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

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

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

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

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

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

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

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

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

Wednesday, 01 July 2020 Remote working for contact centres: Critical next steps, beyond the crisis
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Friday, 19 June 2020 Nine things that bug you about PCI DSS compliance
Compliance with the Payment Card Industry Data Security Standard (PCI DSS) helps companies to demonstrate they can process card payments securely and reduce card fraud.
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Wednesday, 10 June 2020 Contact centre resilience – 5 lessons learned from COVID-19
In the words of Elvis, we’re ‘all shook up’. Not surprising after the initial reaction to the global pandemic that is COVID-19. It’s changed how we think, live and work and why it’s important to build resiliency into contact centre operations.
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The latest thinking from Eckoh

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

Secure Payments Is a Breakthrough Moment for Web Chat

Why PCI DSS advice from a QSA is increasingly vital

Holiday fraud — could it happen to you?

Gearing up Your Call Centre for the Next Generation

Alarm Bells over Insurance Contact Centres and CNP

What to do — if your IVR behaves badly?

Hanging on the IVR: From Call Centre to Stall Centre

Multi-Channel or Multi-Flannel?

What’s next for Contact Centre Solutions?

Best practices for a modern IVR system

Living in a Omnichannel world

Six Myths of PCI DSS Compliance

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

Are your callers trapped inside the IVR that time forgot?

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