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The latest thinking from Eckoh

Are contact center agents the only way to deliver customer service?

Wednesday, 27 March 2019 Contact Center

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

De-scoping your contact center - what vendors won’t tell you

Monday, 11 March 2019 PCI DSS Compliance

De-scoping your contact center - what vendors won’t tell you
How many customer payment channels do you have today? Securing all of them to PCI DSS standards can sometimes prove tricky.

Skills on tap for contact centers in the utilities sector

Monday, 11 February 2019 Utilities

Skills on tap for contact centers in the utilities sector
Utilities companies face a vexing challenge: What happens when their supply of contact center employees runs dry? The predictions are worrying. But there is a solution.

Why Call Recording matters to your contact center

Friday, 08 February 2019 Contact Center

Why Call Recording matters to your contact center
The increased range of communications devices – mobiles, home landlines, VoIP phones for example - means that contact centers today need to consider widening the types of calls that they record.

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

Tuesday, 29 January 2019 Engagement, 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 center.

PCI DSS and PA DSS – busting the myths

Tuesday, 22 January 2019 PCI DSS Compliance

PCI DSS and PA DSS – busting the myths
At Eckoh we speak to hundreds of customers and suppliers in the secure payment industry. As a result, we come across a number of misbeliefs surrounding compliance to PA and PCI Data Security Standards (DSS).

Travel & Hospitality boom: Keeping ahead of fraudsters

Tuesday, 15 January 2019 Travel-Leisure

Travel & Hospitality boom: Keeping ahead of fraudsters
The travel and hospitality market is growing fast but do airlines, travel agents, hotels and other operators have the right security to keep pace?

Five predictions to shake up contact centers in 2019

Thursday, 03 January 2019 Contact Center, Exec Insight

Five predictions to shake up contact centers in 2019
The world of contact centers is set for a big shake-up in 2019. That's the verdict of an Executive Insights report from Eckoh, which picks out five pressing issues and reveals how companies must respond to stay competitive.

Is your contact center the fairest of them all?

Monday, 10 December 2018 Contact Center

Is your contact center the fairest of them all?
Does it feel like it's Christmas in your contact center every day? If so, then you need to find a fairy tale ending — by taking a seat for 'Snow White and the Seven Personas' ...

Travel & Hospitality: Why 'experience' can make or break you

Tuesday, 27 November 2018 Travel-Leisure

Travel & Hospitality: Why 'experience' can make or break you
Customers are spending more of their money on experiences, such as travel and hotels, and less on possessions. But are travel and hospitality companies taking full advantage?

Why your website needs Web chat

Tuesday, 20 November 2018 Engagement, 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?

How to create a business case for de-scoping your contact center from PCI DSS audit

Friday, 02 November 2018 Contact Center, PCI DSS Compliance

How to create a business case for de-scoping your contact center from PCI DSS audit
Removing your contact center from the scope of PCI DSS audit is a smart strategy – we call it ‘de-scoping’. But how are you going to convince your business and senior management that it’s the right move?

Tackling the pain of switching contact center vendors

Thursday, 01 November 2018 Contact Center

Tackling the pain of switching contact center vendors
Worried about facing the backlash from your current contact center technology provider when you decide to move on? It’s becoming a common occurrence and it can put organizations off.

PCI DSS compliance - Ten myths busted

Wednesday, 31 October 2018 PCI DSS Compliance

PCI DSS compliance - Ten myths busted
Confused about PCI DSS compliance? It’s not surprising with the amount of different interpretations and myths circulating.

Chatbots - what’s there to be scared of?

Wednesday, 31 October 2018 Engagement, 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.

Teach an old dog new tricks? Yes Sir!

Thursday, 25 October 2018 Contact Center

Teach an old dog new tricks? Yes Sir!
As the consumer takes greater control over how they engage with an organization, so the number of different contact channels and devices they choose to use rises.

Make secure payments one of your USPs

Wednesday, 17 October 2018 PCI DSS Compliance

Make secure payments one of your USPs
How can you translate growing consumer unease about data protection into a competitive advantage for your business? The answer can be summed up in two words: Secure payments.

Secure payments: Why they impact your CX

Tuesday, 09 October 2018 Engagement, PCI DSS Compliance

Secure payments: Why they impact your CX
Today's consumers know far more about their rights than ever before. This could leave contact centers dangerously exposed in the area of secure payments unless they act fast.

How insurers can turn toxic overnight

Thursday, 27 September 2018 Insurance

How insurers can turn toxic overnight
Are US insurance companies in danger of shooting themselves in the foot? Even the best of brands are at risk — if they get exposed in one vital area of customer care.

Data breaches: embedding security is your secret weapon

Tuesday, 25 September 2018 PCI DSS Compliance

Data breaches: embedding security is your secret weapon
The cost of data security breaches is rising - but few companies have realized that automation can help protect sensitive information and save them a fortune, according to a top report.
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