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The latest thinking from Eckoh

Five dangerous misconceptions of telephone payments

Monday, 18 July 2016 PCI DSS compliance

Five dangerous misconceptions of telephone payments
UK consumers have little understanding of the complexities surrounding the security of their personal data. They often fall prey to myths that could put them at risk, and expose their valuable data to hackers and criminals.

Why do consumers take risks with phone payments?

Wednesday, 22 June 2016 PCI DSS compliance

Why do consumers take risks with phone payments?
Sitting on a hot crowded train from London at the end of a working day tends to put people into a rather lethargic mood. The only thing breaking the silence of passengers reading or tapping away on laptops is often someone speaking on the phone.

GDPR and secure payments: What if we Brexit?

Thursday, 16 June 2016 PCI DSS compliance

GDPR and secure payments: What if we Brexit?
For the past few months we’ve heard a lot about how the General Data Protection Regulations (GDPR) are going to harmonise the current data protection laws in place across the EU member states.

Customers will walk if you suffer a data breach

Monday, 16 May 2016 PCI DSS compliance

Customers will walk if you suffer a data breach
It's becoming a common theme- businesses are simply not taking security seriously enough, hackers are finding their way in and customers are simply finding their way out.

Should we use pause and resume to meet PCI DSS compliance?

Wednesday, 04 May 2016 PCI DSS compliance

Should we use pause and resume to meet PCI DSS compliance?
Are you seeking solutions to mitigate possible fraud, more specifically in your contact centres? If you process card payments on behalf of customers, you may have heard of the quick-fix pause and resume technology.

The PCI DSS compliance checklist for contact centres

Thursday, 21 January 2016 PCI DSS compliance

The PCI DSS  compliance checklist for contact centres
If your contact centre handles customer transactions and sensitive card data- the Payment Card Industry Data Security Standard (PCI DSS) is most likely something you’ve heard of.

Omnichannel vs. Multichannel customer service

Friday, 13 November 2015 Experience Portal

Omnichannel vs. Multichannel customer service
In an age where technology is rapidly changing and evolving, so too does the terminology that is partnered with it. Often this terminology is unclear.

'But we NEED to keep the PAN in call recordings.' Really?

Wednesday, 04 November 2015 PCI DSS compliance

'But we NEED to keep the PAN in call recordings.' Really?
As I've discussed before, I often hear call centre executives tell me that they retain the PAN in call recordings. One point which they claim makes it acceptable or sensible is:

'It's easy: we encrypt the PAN in our call recordings.' Really?

Wednesday, 04 November 2015

'It's easy: we encrypt the PAN in our call recordings.' Really?
1. You can't store sensitive authentication data in call recordings (for contact centres - the 3- or 4-digit CV2 security checksums).

Latest Data Breach: Why do companies still risk storing customer data?

Wednesday, 04 November 2015 PCI DSS compliance

Latest Data Breach: Why do companies still risk storing customer data?
With yet another high profile data breach hitting the headlines this week, it emphasises the absolute necessity for organisations to protect customer data...

'We don't ask for CV2 during phone payments.' Really?

Wednesday, 04 November 2015 PCI DSS compliance

'We don't ask for CV2 during phone payments.' Really?
I've probably been into a few hundred contact centres, and I continue to visit them regularly as part of my work. I am genuinely flabbergasted when I hear a version of this statement:

“We’re PCI DSS compliant!” Maybe, but are you still at risk?

Wednesday, 04 November 2015 PCI DSS compliance

“We’re PCI DSS compliant!” Maybe, but are you still at risk?
When questioned if their payment data is secure, a common merchant response is: “We are PCI DSS Compliant”. However, data breaches continue to make headlines.

Seven questions to ask when outsourcing your contact centre payments

Wednesday, 04 November 2015 PCI DSS compliance

Seven questions to ask when outsourcing your contact centre payments
If you take contact centre payments, you will most likely be looking for ways to protect your customers’ data and achieving PCI compliance.

Pause and Resume – How secure is it?

Monday, 02 November 2015 PCI DSS compliance

Pause and Resume – How secure is it?
Payment card fraud is rising by an alarming rate, especially where the cardholder isn’t present for the transactions. As a result, merchants are under increasing pressure to secure their payment channels.

What’s in a number? Tokenisation

Monday, 02 November 2015 PCI DSS compliance

What’s in a number? Tokenisation
Recently, Visa Europe launched its Private BIN (Bank Identification Numbers) range for organisations that want to create internal identifiers. These have the same format as Visa Primary Account Numbers (PANs) but will never be used in the ‘real world’. There are three main reasons to do this:
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