× Globe

We notice that you’re on our UK site, the version that serves your region is the US Eckoh site.

Go to US site. Stay on UK site

Blog

The latest thinking from Eckoh

Contact Centre

Challenge #7: Saving customers from IVR maze misery

Tuesday, 24 March 2020 Contact Centre, Engagement

Challenge #7: Saving customers from IVR maze misery
Are customers calling your contact centre, navigating your IVR and ending up in the wrong place? If so, there's a fast way to solve the problem painlessly.

How to make remote working secure

Wednesday, 18 March 2020 Contact Centre, PCI DSS compliance

How to make remote working secure
Considering enabling your agents to work remotely? If so, you’re probably most concerned with being able to maintain PCI DSS compliance and security.

Challenge #6: Saving customers from repeating themselves

Tuesday, 10 March 2020 Contact Centre, Engagement

Challenge #6: Saving customers from repeating themselves
Are your customers having to repeat themselves every time they switch contact channels? If they are, you can expect satisfaction levels to nosedive. So, what's the answer?

Contact Centre of the Future Part 5 - Voice

Tuesday, 03 March 2020 Contact Centre, Exec Insight

Contact Centre of the Future Part 5 - Voice
Voice channels will have a bigger say in how customers interact with the Contact Centre of the Future. So says Ashley Burton, Head of Product at Eckoh, in this final instalment of his five-part series.

What if your contact centre was a car?

Wednesday, 19 February 2020 Contact Centre

What if your contact centre was a car?
Imagine, you buy a car and you buy a three-year care plan so all your servicing and repairs are covered. After three years you opt for an extended care plan for another two years - it's a bit more expensive, but the car is doing just what you need and you don't want to change.

Contact Centre of the Future Part 4 - Payments

Tuesday, 18 February 2020 Contact Centre, Exec Insight

Contact Centre of the Future Part 4 - Payments
How will customers make purchases via the Contact Centre of the Future? In the fourth part of our series, Ashley Burton, Head of Product at Eckoh, examines what's ahead for payments.

There may be trouble ahead

Wednesday, 05 February 2020 Contact Centre

There may be trouble ahead
When a vendor announces the end of support for a contact centre system or application you may feel the pressure to upgrade. But, going with the flow and upgrading brings its own set of risks. Here are some things to think about…

Contact Centre of the Future Part 3 - Managers

Tuesday, 04 February 2020 Contact Centre, Exec Insight

Contact Centre of the Future Part 3 - Managers
The Contact Centre of the Future will be a finely-tuned machine – using real-time data to optimise experiences. So who’s at the controls? In this third instalment in our series, Ashley Burton, Head of Product at Eckoh, explores the future for Managers.

Contact Centre of the Future Part 2 - Agents

Monday, 27 January 2020 Contact Centre, Exec Insight

Contact Centre of the Future Part 2 - Agents
Who will work in the Contact Centre of the Future? In this second part of our series, Ashley Burton, Head of Product at Eckoh, profiles the Agent of the Future – and the exciting ways they will evolve.

PCI DSS compliance – can you see the hidden threats

Tuesday, 21 January 2020 Contact Centre, PCI DSS compliance

PCI DSS compliance – can you see the hidden threats
Titanic differences in de-scoping vendors

Challenge #4: Customers get stuck serving themselves

Tuesday, 14 January 2020 Contact Centre, Engagement, Omnichannel

Challenge #4: Customers get stuck serving themselves
If your customers hit problems that stop them from purchasing online or completing important information, can you step in heroically — and save the day? Every company needs a lifeguard.

The Contact Centre of the Future - part 1 - Customers

Monday, 06 January 2020 Contact Centre, Exec Insight

The Contact Centre of the Future - part 1 - Customers
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.

Saving Christmas from the Contact Centre of Doom

Tuesday, 10 December 2019 Contact Centre, Engagement, Omnichannel, Self-Service

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 Contact Centre

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.

Don’t deny your customers the ability to pay

Tuesday, 12 November 2019 Contact Centre, PCI DSS compliance

Don’t deny your customers the ability to pay
e-Wallet Payments mean you can offer every possible payment channel to your customers
[12 3  >>  

Latest Blog Items

Tweets by @Eckoh

Eckoh (@Eckoh)

Eckoh (@Eckoh)

insights.eckoh.com/acton/media/63… Join our free, 15-minute webinar to see real examples of how some contact centres have adapted under pressure to maintain customer service and business continuity. #CustomerExperience #contactcentre #homeworking #businesscontinuity

Eckoh (@Eckoh)

Don't forget to register for our next webinar ‘Can compliance be a catalyst for transformation?' starting Tomorrow, 31 March @ 11am. Can’t make it? Sign up anyway and we'll email you a recording. #webinar #digitaltransformation #pcidss #pcicompliance insights.eckoh.com/acton/media/63…
Eckoh (@Eckoh)

Eckoh (@Eckoh)

Home-working agents can still take secure payments. Eckoh is providing free consultative advice that can help you get up and running fast. We’re ready to help so get in touch. #heretohelp #contactcentre #remoteworking #PCIDSS eckoh.com/homeworking-so…

  • icon facebook
  • icon twitter
  • icon linkedin
  • icon youtube