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eGuides & White Papers

For best practice advice, have a look through our research and books

Agent Desktop - have your cake and eat it

Agent Desktop - have your cake and eat it

There’s no escaping the fact that customers now have much better technology than the enterprises that serve them. This is challenging contact centres to think about investing time and money – but should it be in IT or customer service? Our eGuide shows you how to have your cake and eat it.

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Bridging the gap - juggling relationships

Bridging the gap - juggling relationships

If you’ve made the decision to switch to new contact centre technology you’ll need this helpful eGuide to show you how to juggle the relationships while bridging the gap in moving to new a new platform.

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Chatbots - are they right for you?

Chatbots - are they right for you?

Is a Chatbot the right answer for you? If your contact centre agents are spending too much time answering repetitive questions, the answer is probably – yes. Find out how to decide and overcome your fears about Chatbots.

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CNP Crime in Contact Centres

CNP Crime in Contact Centres

Card-Not-Present crime continues to rise. So, if your contact centre agents are still asking your callers to read out the numbers on their credit cards, then you should read this eGuide to understand how risky this is and what you can do about it.

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Customer Experience - angling for better understanding

Customer Experience - angling for better understanding

Given the competition you face today, your ability to deliver the finest customer experience is probably your top priority, and it’s linked to your revenue. Find out how good CX can really attract and retain your customers.

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Customer Power - who's in charge?

Customer Power - who's in charge?

The shift in the balance of power between companies and customers means that customers are now in charge. At Eckoh we believe customer power is a force for good and can bring huge benefits if used intelligently. Read our eGuide to find out how.

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Executive Insight - 2019 predictions for contact centres

Executive Insight - 2019 predictions for contact centres

Read Eckoh’s five predictions that will have an impact on contact centre operations and priorities. You’ll also find out what you can do to manage these for your organisation.

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Executive Insight - Creating a business case for de-scoping

Executive Insight - Creating a business case for de-scoping

You may know that this is the right move but how can you convince your business to see the value of de-scoping your contact centre and easing the burden of PCI DSS compliance? Our Exec Briefing will show you the way.

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Executive Insight - The power of speech recognition in IVR

Executive Insight - The power of speech recognition in IVR

Read why Eckoh’s Head of Product, Ashley Burton, believes that the voice revolution is here, and here to stay. Discover where voice technology is going and how Eckoh can help you keep pace

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Omnichannel engagement

Omnichannel engagement

What’s holding back your customer engagement? Why isn’t sales revenue growing fast enough? Our eGuide to Omnichannel identifies 5 key questions to ask to help you deliver the real thing.

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PCI DSS de-scoping your contact centre, what you need to know

PCI DSS de-scoping your contact centre, what you need to know

De-scoping your contact centre from PCI DSS - what vendors won't tell you, but you need to know.

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QSAs - how to secure contact centre phone payments

QSAs - how to secure contact centre phone payments

With the range of strategies being used to meet PCI Data Security Standards in contact centres, which ones work and which ones should you propose to clients? Our eGuide helps you decide.

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Self Service - finding the right balance of tools

Self Service - finding the right balance of tools

If you’re confused about which customer engagement channels to implement you won’t be alone. IF you’re considering how to deliver the best CX our eGuide will help you cut through the mass of information and options.

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Self Service - is your IVR behaving badly?

Self Service - is your IVR behaving badly?

Do you love your IVR? If not, your customers won’t either. If it's starting to play up like a naughty child our eGuide will show you what you can do to fall in love with it again.

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Support sales trap

Support sales trap

You want to maximise your contact centre investment, but your vendor’s agenda is to get you to upgrade at vast expense. Our Exec Briefing shows you how can you avoid falling into the trap.

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The Definitive Guide to PCI DSS Compliance

The Definitive Guide to PCI DSS Compliance

Potentially any organisation taking card payments is at risk of fraud and vulnerable to the impacts of a data breach. To find out how to protect yourself, our jargon-free eGuide tells you everything you need to know.

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Third Party Support - Finding contact centre support you can trust

Third Party Support - Finding contact centre support you can trust

Real alternatives to maintaining and upgrading your contact centre technology exist – even at the eleventh hour. Our eGuide highlights the challenges and your options to avoid disruption and reduce costs.

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