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The latest thinking from Eckoh

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.

Is your PCI DSS strategy killing your agility?

Tuesday, 13 August 2019 Contact Center, PCI DSS Compliance

Is your PCI DSS strategy killing your agility?
Contact centers must protect customer card data — but the wrong PCI DSS strategy can hold back your business. Sometimes, only a security rethink will give you the freedom to thrive.

PCI DSS - are you playing whack-a-mole and losing badly?

Tuesday, 30 July 2019 Contact Center, PCI DSS Compliance

PCI DSS - are you playing whack-a-mole and losing badly?
Is your contact center protecting customer card data with expensive Band Aids? If so, then don't be surprised if fraudsters tear through. You'll need a radical rethink to stop criminals.

Contact center safe from fraud? Think again

Thursday, 11 July 2019 Contact Center, PCI DSS Compliance

Contact center safe from fraud? Think again
Contact center crime is on the rise — but the big scandal is the time and money being wasted on tackling it the wrong way. Put simply, organizations need a new strategy, fast.

PSD2 & SCA: How can we save online sales?

Wednesday, 19 June 2019 PCI DSS Compliance

PSD2 & SCA: How can we save online sales?
Will your online sales nosedive when PSD2 and SCA hit home from September 14? The fears are real. But it's possible for merchants to prevent carts from getting abandoned — and even grow their business.

PSD2 & SCA: What do we need to know, right now?

Tuesday, 11 June 2019 PCI DSS Compliance

PSD2 & SCA: What do we need to know, right now?
New EU regulations affecting electronic payments are about to impact UK consumers. But what will PSD2 and SCA mean for merchants — and what do they need to know?

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.
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Tweets by @Eckoh

Eckoh (@Eckoh)

Eckoh (@Eckoh)

4 out of 4 - Eckoh CallGuard wins PCI Excellence award once again. Well done Eckoh. bit.ly/2GlKcDe #PCIDSS #Securepayments

Eckoh (@Eckoh)

Join our 20 minute webinar in partnership with @MastercardUK. Pay by Bank app - the new way for customers to pay without using their debit/credit card. Thursday 30th January 2020 @ 14:00 GMT. @PaybyBankapp insights.eckoh.com/acton/media/63…
Eckoh (@Eckoh)

Eckoh (@Eckoh)

The Eckoh team are at PCI London in Park Plaza Victoria. Come and say hello to our team members! they would love to share insights and knowledge around secure payment solutions for your contact centre. You can find more information about the event here: lnkd.in/gNkSVrs