Blog

What's trending in the contact centre industry? What should you know about today — to avoid losing customers and to make the most of new opportunities? Our blog provides valuable insights ...

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Is contact centre conflict sabotaging your profitability?

Is your contact centre hiding a dark secret: Important systems are simply refusing to share the same desktop? If so, then your agents, customers and sales will pay a heavy price.

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Is your contact centre the panto villain?

Is your contact centre more of an Ugly Sister than a potential princess? If so, take action — before you hear the boos coming from customers.

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Agent desktops: How to have your cake and eat it

The iPhone X has arrived — 10 years since Apple launched its first iconic handset. Today, contact centres should learn a simple truth from the device's runaway success: It's possible to have your cake and eat it.

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Not yet convinced about PCI DSS compliance?

Recent survey commissioned by Eckoh and carried out by Contact Babel reveals some very interesting evidence that not all contact centres are complying with the PCI DSS.

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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.

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Who's planning to spoil your contact centre upgrade party?

New call centre technology on the way? If so, then what might stop you from capitalising on all the benefits? You may be surprised at what's worrying senior executives.

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Why what you say matters in contact centres

Like so many things, the more we learn and evolve the more aspects emerge that reveal potentially dangerous or risky activities.

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Need to escape - from a 'forced' contact centre upgrade?

"You can take it or leave it!" Ever had that said to you? Maybe the last time it happened was after you complained about a terrible meal at a charmless restaurant? But have you ever heard it from your contact centre technology vendor?

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Seven global trends are combining to whip up a perfect security storm

Why take secure payments more seriously today? After all, people have been paying for products using credit and debit cards for decades.

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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.

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Who can you really trust with your contact centre tech?

Trust is a rare commodity in these days of 'fake news', dodgy diesel emissions and less-than-honest social media profiles. But trust is essential for business ... especially when it relates to the smooth-running of your contact centre systems.

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Top 10 facts about PCI Compliance that you need to know

What do you need to prove you can handle card payments securely — a black belt, a Michelin star, an OBE or maybe even the Nobel prize for security? The correct answer is PCI DSS. But what does this security standard really mean?

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Will crossing my fingers prevent CNP fraud?

What's stopping card-not-present (CNP) fraud from breaking out in your contact centre? Are you wearing a magical ring of invincibility, sporting those lucky socks or crossing your fingers? If you want real protection, then read on.

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Why finance & banking face a new Wild West

It's almost exactly 100 years since the last stagecoach robbery. Ever since, banks and thieves have been locked in a battle of wits. But today's tussles are being fought in a new Wild West — and the criminals often appear to be winning.

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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?

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Five ways retailers are using technology for customer engagement

With consumers driving channel choice you can’t afford to ignore any means of engagement but, at the same time, you’ve got to keep their data secure.