Blog

The latest thinking from Eckoh

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

Wednesday, 02 September 2020 Contact Center

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

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

Wednesday, 01 July 2020 Contact Center, PCI DSS Compliance

Remote working for contact centers: 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 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 center resilience – 5 lessons learned from COVID-19

Wednesday, 10 June 2020 Contact Center

Contact center 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 center operations.

Is your Chat or Chatbot a top performing salesperson?

Tuesday, 02 June 2020 Omnichannel, PCI DSS Compliance, Self-Service

Is your Chat or Chatbot a top performing salesperson?
If you’re wondering how to get more sales or bill payments across the line, then the answer could reside with your Chat or Chatbot.

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

Wednesday, 27 May 2020 Contact Center

Are contact center agents the only way to deliver customer service?
Are you ready to gear to to handle call volumes and manage customer expectations?

Don’t deny your customers the ability to pay

Wednesday, 20 May 2020 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

Covid-19 and Contact Center Business Continuity Plan Information Security Implications

Monday, 18 May 2020 PCI DSS Compliance

Covid-19 and Contact Center Business Continuity Plan  Information Security Implications
The ongoing Covid-19 pandemic and associated social distancing requirements has caused most contact center operations to rethink and reformulate their business continuity plans (BCP).

Let customers pay in chat - don't send them away

Tuesday, 28 April 2020 Engagement, PCI DSS Compliance

Let customers pay in chat - don't send them away
Customers love to engage using chat and you can achieve a return of 20 times your investment. Think what you could achieve by being able to take a secure, PCI compliant payment within a chat session rather than sending customers elsewhere to pay!

Chatbots – now's the time to take them seriously

Tuesday, 21 April 2020 Contact Center, Engagement, 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.

Making friends with Chatbots

Tuesday, 31 March 2020 Engagement, Omnichannel

Making friends with Chatbots
It's suggested that we make friends with Chatbots because they never sleep. What else could they do for you?

Can compliance be a catalyst for transformation?

Monday, 23 March 2020 Contact Center, PCI DSS Compliance

Can compliance be a catalyst for transformation?
In our latest webinar, Ashley Burton, Eckoh’s UK Head of Product, interprets the theme of ‘time to think bigger’ from a customer perspective and asks the question ‘can compliance be a catalyst for transformation?

How to make remote working secure

Wednesday, 18 March 2020 Contact Center, 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 #4: Saving customers from repeating themselves

Tuesday, 10 March 2020 Contact Center, Engagement

Challenge #4: 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 Center of the Future Part 5 - Voice

Tuesday, 03 March 2020 Contact Center, Exec Insight

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

How can I avoid storing card data when taking payments?

Tuesday, 25 February 2020 PCI DSS Compliance

How can I avoid storing card data when taking payments?
Are you worried that storing customer card data will make you a target for criminals? If so, you're not alone. Most merchants feel the same way. But there is an answer.

Contact Center of the Future Part 4 - Payments

Tuesday, 18 February 2020 Contact Center, Exec Insight

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

Eckoh (@Eckoh)

Check out our eGuide "Evolving your IVR into multi-channel customer engagement" for helpful advice on making your IVR an effective part of your customer experience. #CustomerExperience #CustomerService #contactcenter bit.ly/3cKIk6F
Eckoh (@Eckoh)

Eckoh (@Eckoh)

Interactive quiz: Is your CX a winner or loser in the COVID-19 era? Four simple questions will help you find out, and show you what to do next. #contactcentre #CX #customerexperience #resiliency bit.ly/3bje2qM
Eckoh (@Eckoh)

Eckoh (@Eckoh)

Eckoh wins a six-year Capita and TfL contract renewal worth £4m to provide services to the Congestion Charge as well as the new Ultra and Low Emissions Zone project. bit.ly/30UoGRo #securepayments #contactcentres