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The latest thinking from Eckoh

Contact Centre

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

Challenge #1: Your agents are swamped with basic questions

Wednesday, 30 October 2019 Contact Centre, Engagement

Challenge #1: Your agents are swamped with basic questions
Are your contact centre agents getting swamped with repetitive low-value questions — preventing callers with bigger issues from getting through? If so, it's time to take action.

Cyber Security Month: How clean is your contact centre?

Wednesday, 09 October 2019 Contact Centre, PCI DSS compliance

Cyber Security Month: How clean is your contact centre?
Cyber Security Month aims to teach 'cyber hygiene' tips to consumers— but companies need to scrub up too, because contact centres can have dark corners where fraud festers.

Is your PCI DSS strategy killing your agility?

Tuesday, 13 August 2019 Contact Centre, PCI DSS compliance

Is your PCI DSS strategy killing your agility?
Contact centres must protect customer card data — but the wrong PCI DSS strategy can hold back your business. Sometimes, only a security rethink will give you the freedom to thrive.

PCI DSS - are you playing whack-a-mole and losing badly?

Tuesday, 30 July 2019 Contact Centre, PCI DSS compliance

PCI DSS - are you playing whack-a-mole and losing badly?
Is your contact centre protecting customer card data with expensive sticking plasters? If so, then don't be surprised if fraudsters tear through. You'll need a radical rethink to stop criminals.

Contact centre safe from fraud? Think again

Thursday, 11 July 2019 Contact Centre, PCI DSS compliance

Contact centre safe from fraud? Think again
Contact centre crime is on the rise — but the big scandal is the time and money being wasted on tackling it the wrong way. Put simply, organisations need a new strategy, fast.

Nine things that bug you about PCI DSS compliance

Tuesday, 16 April 2019 Contact Centre, Experience Portal, PCI DSS compliance

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.

Why Call Recording matters to your contact centre.

Friday, 08 February 2019 Contact Centre

Why Call Recording matters to your contact centre.
The increased range of communications devices – mobiles, home landlines, VoIP phones for example - means that contact centres today need to consider widening the types of calls that they record.

Tackling the pain of switching contact centre vendors

Thursday, 25 October 2018 Contact Centre

Tackling the pain of switching contact centre vendors
Worried about facing the backlash from your current contact centre technology provider when you decide to move on? It’s becoming a common occurrence and it can put organizations off.
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Join our 20 minute webinar in partnership with @MastercardUK. Pay by Bank app - the new way for customers to pay without using their debit/credit card. Thursday 30th January 2020 @ 14:00 GMT. @PaybyBankapp insights.eckoh.com/acton/media/63…

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