× 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

Engagement

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.

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 ...

Challenge #3: Despite self-service your customers still call

Tuesday, 03 December 2019 Engagement, Self-Service

Challenge #3: Despite self-service your customers still call
Despite offering great self-service tools to your customers, are your agents still handling too many calls? If customers are stuck in their old habits, they need a nudge.

Challenge #2 – Your self-service doesn’t have all the answers

Tuesday, 26 November 2019 Engagement, Omnichannel, Self-Service

Challenge #2 – Your self-service doesn’t have all the answers
Has your company deployed a self-service app for customers — but your contact centre is still getting a constant stream of calls? When this happens, there's only one thing to do.

Stop sending your customers away

Monday, 18 November 2019 Engagement, PCI DSS compliance

Stop sending your customers away
Not so long ago, we were excited about the amazing ROI that contact centres could expect from Web Chat. It hasn’t disappointed - the proof is out there. So what more can you expect once you can pay in chat too?

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.

Are contact centre agents the only way to deliver customer service?

Monday, 18 March 2019 Engagement, Omnichannel, Self-Service

Are contact centre agents the only way to deliver customer service?
Everything’s on the up - call volumes, cost of call handling, maintaining, managing and training people, as well as customer expectations.

Executive Insight - continuous customer service from Omnichannel to Omnipresent

Thursday, 14 March 2019 Engagement, Exec Insight, Experience Portal

Executive Insight - continuous customer service from Omnichannel to Omnipresent
Ashley Burton, Head of Product at Eckoh identifies the underlying trends that will keep contact centres one step ahead.

Don't let your IVR be a victim of bad publicity

Tuesday, 05 March 2019 Engagement, Self-Service

Don't let your IVR be a victim of bad publicity
Bad publicity is most definitely something to avoid. But the website GetHuman.com could be easily titled “ExposedIVRs.com.” because it lists more than 8,000 companies in 45 countries.

Social media: why you should be all ears

Thursday, 21 February 2019 Engagement, Omnichannel

Social media: why you should be all ears
Social media is great for shouting about new products and services. But how well are you using it to listen to today's customers and engage with them on a personal level?

Travel & Hospitality: 'experience' can make or break you

Tuesday, 27 November 2018 Engagement, Travel-Leisure

Travel & Hospitality: 'experience' can make or break you
Customers are spending more of their money on experiences, such as travel and hotels, and less on possessions. But are travel and hospitality companies taking full advantage?

Is your mending getting in the way of great CX?

Monday, 10 September 2018 Engagement

Is your mending getting in the way of great CX?
Sometimes you just have to admit it. Something you bought a while ago that, at the time, had all the bells and whistles you wanted, is now not looking so new anymore. Perhaps there are patches covering gaps in the original product. Is it a bit frayed around the edges? The same could be true for your IVR.

Good news - great CX without the disruption

Tuesday, 21 August 2018 Engagement

Good news - great CX without the disruption
The nirvana of Omni-Channel CX may seem a million miles away, especially if you lack many of the new channels that people expect today. Perhaps your current contact centre infrastructure feels dated and you’re worried how you’re going to achieve that differentiation over your competitors.

Customer power: Threat or opportunity?

Thursday, 02 August 2018 Engagement

Customer power: Threat or opportunity?
Are you finding today's customers more demanding, volatile and ready to flex their muscles? If so, then a new e-Guide will help your contact centre to engage with them not as enemies but as allies.

Customers – what do they look like?

Thursday, 31 May 2018 Engagement

Customers – what do they look like?
What are your characteristics, habits and preferences? Once you’ve listed those you’ve got just one customer profile – your own. Remember you’re a customer too. But, is everyone like you? Disappointed as you may be, it’s unlikely. So how do you get to know the rest?
[12  >>  

Latest Blog Items

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

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