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The latest thinking from Eckoh

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.

The Contact Center of the Future - part 1 - Customers

Tuesday, 01 October 2019 Contact Center, Exec Insight

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.

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.

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?
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𝗡𝗘𝗪𝗦: Eckoh comments on the recently released Verizon Payment Security Report 2019, which highlights the disappointing drop in PCI DSS compliance for the second year in a row. Compliance now stands at just 36.7% worldwide. Read more: bit.ly/2Kja1WW #PCIDSS #Verizon