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Self-Service

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.

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.

Too many calls to handle? Automate, then celebrate.

Thursday, 31 January 2019 Self-Service

Too many calls to handle? Automate, then celebrate.
Why are there so many painful IVR systems? It isn’t a new situation, but it has raised its head once again.

Turn your IVR into your best asset

Friday, 18 January 2019 Self-Service

Turn your IVR into your best asset
IVRs are still a valuable part of customer engagement. Changing customer demands, fierce competition plus globalisation are pushing companies to seek better ways to manage customer relationships.

Be ‘always open’ for anytime customer service and reduce costs at the same time

Thursday, 25 October 2018 Self-Service

Be ‘always open’ for anytime customer service and reduce costs at the same time
Customer Self-Service has been shown to reduce costs in contact centres by as much as 20%, and Chatbots could increase that to 30%. Isn’t it time you considered adding this option to your contact centre?

Self-Service: So what's in it for me?

Friday, 27 July 2018 Self-Service

Self-Service: So what's in it for me?
Customer engagement can be delicate at the best of times, so why risk throwing a whole bunch of new Self-Service tools into the mix? The answer is easy because everyone wins when you get it right.

Self-Service: Why we've hit the sweet spot ... right now

Thursday, 19 July 2018 Self-Service

Self-Service: Why we've hit the sweet spot ... right now
It's easy to dismiss bold new ideas as passing fads. But when they lead to increased sales, greater customer satisfaction and reduced costs, they can't be ignored. And in the contact centre arena, Self-Service tools are doing just that.

Self-Service - what's your emotional response?

Friday, 29 June 2018 Self-Service

Self-Service - what's your emotional response?
The words 'self service' can trigger a range of emotional responses ... fear, cynicism, wonder and maybe even bewilderment. So what's the right reaction when it comes to Self-Service for customer engagement?

Is your IVR ready to leave home?

Monday, 21 August 2017 Self-Service

Is your IVR ready to leave home?
There's a time when most youngsters yearn to spread their wings. Others need a gentle push. But is now the right moment for your IVR to leave home — and flourish in a hosted space of its own?

Is it time your IVR grew up?

Tuesday, 01 August 2017 Self-Service

Is it time your IVR grew up?
Is your IVR still in short trousers when all its peers act like adults? It's painful to be told your IVR system needs to grow up. But it's possible to intervene swiftly and propel your IVR into adulthood ... much to the relief of customers.

What happens when your IVR spits the dummy?

Thursday, 01 June 2017 Self-Service

What happens when your IVR spits the dummy?
We've all watched on in horror ... as an out-of-control child creates havoc at a shopping centre, restaurant or wedding. But imagine if something similar is happening with your IVR? Will anyone intervene to make it stop?

Give your IVR its 'rock star comeback' moment

Wednesday, 22 February 2017 Self-Service

Give your IVR its 'rock star comeback' moment
Every so often, a rock band enjoys a massive comeback. They reinvent themselves — and success follows. The same could be true for your IVR ... if you show it some love.

What to do — if your IVR behaves badly?

Tuesday, 27 September 2016 Self-Service

What to do — if your IVR behaves badly?
As many parents will know, it's a painful experience when the headteacher calls to explain that your child has misbehaved. The story unfolds and you react with surprise, then horror, then embarrassment.

Hanging on the IVR: From Call Centre to Stall Centre

Tuesday, 27 September 2016 Self-Service

Hanging on the IVR: From Call Centre to Stall Centre
When Bell Labs created the blueprint for an Interactive Voice Recognition (IVR) system in 1962, little did they know that this invention would go on to cause such misery for millions of people.

Best practices for a modern IVR system

Tuesday, 27 September 2016 Self-Service

Best practices for a modern IVR system
As internet-enabled technologies rapidly evolve and increase in popularity, it is commonly thought that customers resolve their issues by using these platforms.
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