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The latest thinking from Eckoh

Omnichannel

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

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

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

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?

PODCAST: Chatbots – what’s there to be scared of?

Tuesday, 29 January 2019 Omnichannel

PODCAST: Chatbots – what’s there to be scared of?
Listen to the Ross Sampson discuss how Chatbots can bring real value to your contact centre.

PODCAST: Fancy increasing sales, CSAT and productivity?

Thursday, 06 December 2018 Omnichannel

PODCAST: Fancy increasing sales, CSAT and productivity?
Listen to our podcast by Omnichannel expert, Ross Sampson. We talk about Omnichannel customer engagement because we believe that this is where, and how, businesses today are seeking to differentiate themselves.

How to tame the Social Media monster

Thursday, 23 August 2018 Omnichannel

How to tame the Social Media monster
Social Media is the customer’s voice and your agents’ ears. But are you able to tame this powerful engagement channel - rather than letting it spin out of control? Now it's possible.

Save your customers from 'agent lucky dip' nightmare.

Wednesday, 15 August 2018 Omnichannel

Save your customers from 'agent lucky dip' nightmare.
When customers call your contact centre, is it a lottery whether they get the right answers? With one significant change, it's possible to make sure every customer gets exactly what they need and fast.

Chatbots – is it love at first click?

Thursday, 09 August 2018 Omnichannel

Chatbots – is it love at first click?
Love them or hate them, Chatbots are now being taken deadly seriously. They can boost customer loyalty and save a fortune for enterprises if contact centres use them in the right way.

Web Chat: What else delivers nearly x20 payback?

Tuesday, 24 July 2018 Omnichannel

Web Chat: What else delivers nearly x20 payback?
When it comes to return on investment, the figures for Web chat are worth shouting about: For every pound you spend, you could earn close to 20. The proof is out there.

Why Web Chat agents are super-heroes

Wednesday, 11 July 2018 Omnichannel

Why Web Chat agents are super-heroes
When customers are about to abandon your website and hate the idea of calling your contact centre, then it's time to throw them a lifeline. Overwhelming research suggests that Web Chat is a powerful way to save sales and delight customers.

How to combat customer rage on social media

Wednesday, 28 February 2018 Omnichannel

How to combat customer rage on social media
Do you often feel powerless against customers who rant about your brand on social media? If so, then it's time for your contact centre to fight back.

Making friends with Chatbots

Tuesday, 30 January 2018 Omnichannel

Making friends with Chatbots
It's suggested that we make friends with Chatbots because they never sleep. What else could they help you with?

Chatbots - what’s there to be scared of?

Monday, 13 November 2017 Omnichannel

Chatbots - what’s there to be scared of?
Fear is a funny thing. Sometimes it can drive us forward to get us out of danger and sometimes it can hold us back, crippling our decision making and preventing creativity and innovation.

Chatbots: Are you with us or against us?

Thursday, 12 October 2017 Omnichannel

Chatbots: Are you with us or against us?
What's yours called Siri, Alexa or something else? Soon, most businesses will have a chatbot, whirring away alongside human contact centre agents. In fact, all the tech you need is now within easy reach.

Why your website needs Web Chat

Tuesday, 02 May 2017 Omnichannel

Why your website needs Web Chat
The world's retail websites can be divided into two camps those with Web Chat, and those who haven't added it ... yet. So why is now the right time to open up a new channel to your customers?

Secure Payments Is a Breakthrough Moment for Web Chat

Wednesday, 08 February 2017 Omnichannel, PCI DSS compliance

Secure Payments Is a Breakthrough Moment for Web Chat
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.
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Eckoh (@Eckoh)

Eckoh (@Eckoh)

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. Read more: bit.ly/34BFL2m #PCIDSS #contactcentre
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Eckoh (@Eckoh)

It's the week of the 2019 North America Community Meeting! You'll be able to find us exhibiting at booth #6 at the Vancouver Convention Center West, on September 17- 19th. #PCISSC #SecurePaymentSolutions events.pcisecuritystandards.org/vancouver-2019/
Eckoh (@Eckoh)

Eckoh (@Eckoh)

Today your customer comes into contact with your business in new and exciting ways, which challenges how you provide good customer service. With Eckoh's Experience Portal, you can deploy #chatbots, #selfservice, automated payments, messaging and more: bit.ly/2JcdlSq

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