Contact Centre

Give your IVR its ‘rock star comeback’

Wednesday, 30 September 2020 Contact Centre, Self-Service

Give your IVR its ‘rock star comeback’
Every so often, a rock band reinvents itself — and success follows. The same could be true for your IVR ... a technology which is enjoying its re-discovered popularity.

Winning, losing & regaining customers in the COVID-19 era

Wednesday, 02 September 2020 Contact Centre

Winning, losing & regaining customers in the COVID-19 era
What was the impact on your customer journey?

Remote working for contact centres: Critical next steps, beyond the crisis

Wednesday, 01 July 2020 Contact Centre, Experience Portal, PCI DSS compliance

Remote working for contact centres: Critical next steps, beyond the crisis
Remote working — is here to stay. How to make sure security is not compromised

Nine things that bug you about PCI DSS compliance

Friday, 19 June 2020 Contact Centre, Experience Portal, PCI DSS compliance

Nine things that bug you about PCI DSS compliance
Compliance with the Payment Card Industry Data Security Standard (PCI DSS) helps companies to demonstrate they can process card payments securely and reduce card fraud.

Contact centre resilience – 5 lessons learned from COVID-19

Wednesday, 10 June 2020 Contact Centre

Contact centre resilience – 5 lessons learned from COVID-19
In the words of Elvis, we’re ‘all shook up’. Not surprising after the initial reaction to the global pandemic that is COVID-19. It’s changed how we think, live and work and why it’s important to build resiliency into contact centre operations.

Don’t deny your customers the ability to pay

Wednesday, 20 May 2020 Contact Centre, PCI DSS compliance

Don’t deny your customers the ability to pay
Alternative Payments mean you can offer every possible payment channel to your customers

Chatbots – now's the time to take them seriously

Tuesday, 21 April 2020 Contact Centre, Omnichannel, PCI DSS compliance, Self-Service

Chatbots – now's the time to take them seriously
Chatbots are now being taken seriously because they support your agents, take secure payments and reduce queues.

Challenge #7: Saving customers from IVR maze misery

Tuesday, 24 March 2020 Contact Centre, Engagement

Challenge #7: Saving customers from IVR maze misery
Are customers calling your contact centre, navigating your IVR and ending up in the wrong place? If so, there's a fast way to solve the problem painlessly.

How to make remote working secure

Wednesday, 18 March 2020 Contact Centre, PCI DSS compliance

How to make remote working secure
Considering enabling your agents to work remotely? If so, you’re probably most concerned with being able to maintain PCI DSS compliance and security.

Challenge #6: Saving customers from repeating themselves

Tuesday, 10 March 2020 Contact Centre, Engagement

Challenge #6: Saving customers from repeating themselves
Are your customers having to repeat themselves every time they switch contact channels? If they are, you can expect satisfaction levels to nosedive. So, what's the answer?

Contact Centre of the Future Part 5 - Voice

Tuesday, 03 March 2020 Contact Centre, Exec Insight

Contact Centre of the Future Part 5 - Voice
Voice channels will have a bigger say in how customers interact with the Contact Centre of the Future. So says Ashley Burton, Head of Product at Eckoh, in this final instalment of his five-part series.

What if your contact centre was a car?

Wednesday, 19 February 2020 Contact Centre

What if your contact centre was a car?
Imagine, you buy a car and you buy a three-year care plan so all your servicing and repairs are covered. After three years you opt for an extended care plan for another two years - it's a bit more expensive, but the car is doing just what you need and you don't want to change.

Contact Centre of the Future Part 4 - Payments

Tuesday, 18 February 2020 Contact Centre, Exec Insight

Contact Centre of the Future Part 4 - Payments
How will customers make purchases via the Contact Centre of the Future? In the fourth part of our series, Ashley Burton, Head of Product at Eckoh, examines what's ahead for payments.

There may be trouble ahead

Wednesday, 05 February 2020 Contact Centre

There may be trouble ahead
When a vendor announces the end of support for a contact centre system or application you may feel the pressure to upgrade. But, going with the flow and upgrading brings its own set of risks. Here are some things to think about…

Contact Centre of the Future Part 3 - Managers

Tuesday, 04 February 2020 Contact Centre, Exec Insight

Contact Centre of the Future Part 3 - Managers
The Contact Centre of the Future will be a finely-tuned machine – using real-time data to optimise experiences. So who’s at the controls? In this third instalment in our series, Ashley Burton, Head of Product at Eckoh, explores the future for Managers.
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