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The latest thinking from Eckoh

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.

Challenge #3: Help when purchasers wobble at the checkout

Tuesday, 11 February 2020 Engagement

Challenge #3: Help when purchasers wobble at the checkout
Are your online customers getting cold feet on the final payment screen — and giving up? If so, there's an effective tool you can use to get them over line.

There may be trouble ahead

Wednesday, 05 February 2020 Contact Center

There may be trouble ahead
When a vendor announces the end of support for a contact center 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 Center of the Future Part 3 - Managers

Tuesday, 04 February 2020 Contact Center, Exec Insight

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

Contact Center of the Future Part 2 - Agents

Monday, 27 January 2020 Contact Center, Exec Insight

Contact Center of the Future Part 2 - Agents
Who will work in the Contact Center of the Future? In this second part of our series, Ashley Burton, Head of Product at Eckoh, profiles the Agent of the Future – and the exciting ways they will evolve.

PCI DSS compliance – can you see the hidden threats

Tuesday, 21 January 2020 Contact Center, PCI DSS Compliance

PCI DSS compliance – can you see the hidden threats
Titanic differences in de-scoping vendors

The Contact Center of the Future part 1 - Customers

Monday, 06 January 2020 Contact Center

The Contact Center of the Future part 1 - Customers
What will the Contact Center of the Future look like? In a five-part series, Ashley Burton, Head of Product at Eckoh, explores the radical changes ahead – starting with a new breed of customer that's emerging.

Saving Christmas from the Contact Center of Doom

Tuesday, 10 December 2019 Contact Center, Omnichannel

Saving Christmas from the Contact Center of Doom
Dramatic news, just in from the North Pole: Christmas is under threat — from the Contact Center of Doom. So what can be done? We sent our reporter, Holly Frost, to find out ...

Twist or stick? It’s your choice

Friday, 06 December 2019 Contact Center

Twist or stick? It’s your choice
Almost every business has legacy technology. It makes perfect sense to extending its life. But it can be a burden managing legacy systems that require specialist knowledge that may not be available from your original vendor nor from your organization.

Challenge #2 – Your self-service doesn’t have all the answers

Tuesday, 26 November 2019 Engagement, Omnichannel, Self-Service

Challenge #2 – Your self-service doesn’t have all the answers
Has your company deployed a self-service app for customers — but your contact center is still getting a constant stream of calls? When this happens, there's only one thing to do.

Stop sending your customers away

Monday, 18 November 2019 Engagement, PCI DSS Compliance

Stop sending your customers away
Not so long ago, we were excited about the amazing ROI that contact centers could expect from Web Chat. It hasn’t disappointed - the proof is out there. So what more can you expect once you can pay in chat too?

Challenge #1: Your agents are swamped with basic questions

Wednesday, 30 October 2019 Contact Center, Engagement, Self-Service

Challenge #1: Your agents are swamped with basic questions
Are your contact center agents getting swamped with repetitive low-value questions — preventing callers with bigger issues from getting through? If so, it's time to take action.

Cyber Security Month: Beware emerging tech's dark side

Monday, 21 October 2019 PCI DSS Compliance

Cyber Security Month: Beware emerging tech's dark side
Consumers adore new technology — but criminals love it too. So what safety principles should innovative companies be taking to heart during October, European Cyber Security Month?

Cyber Security Month: How clean is your contact center?

Wednesday, 09 October 2019 Contact Center, PCI DSS Compliance

Cyber Security Month: How clean is your contact center?
Cyber Security Month aims to teach 'cyber hygiene' tips to consumers— but companies need to scrub up too, because contact centers can have dark corners where fraud festers.

Ouch! Is your PCI DSS solution a bad fit?

Tuesday, 10 September 2019 PCI DSS Compliance

Ouch! Is your PCI DSS solution a bad fit?
Imagine wearing a pair of flip-flops on a mountain hike! For contact centers, selecting the wrong secure payment solution can prove just as uncomfortable — and have painful consequences.
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Eckoh (@Eckoh)

Eckoh (@Eckoh)

Home-working agents can still take secure payments. Eckoh is providing free consultative advice that can help you get up and running fast. We’re ready to help so get in touch. #heretohelp #contactcentre #remoteworking #PCIDSS eckoh.com/homeworking-so…
Eckoh (@Eckoh)

Eckoh (@Eckoh)

For free advice and guidance on how to maintain secure payment controls and PCI DSS compliance for remote/homeworking agents, contact us now. #contactcentre #remoteworking #homeworking #PCIDSS eckoh.com/homeworking-so…

Eckoh (@Eckoh)

Our latest webinar, by Ashley Burton, Eckoh’s 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? Book your Webinar slot today! bit.ly/2wdUBj3