Blog

The latest thinking from Eckoh

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.

Don’t let technology vendors hold you to ransom

Wednesday, 19 September 2018 Contact Center

Don’t let technology vendors hold you to ransom
Many IT professionals feel that contact center technology companies use their status as the manufacturer to ransom premium support charges.

What if your contact center was a car?

Thursday, 13 September 2018 Contact Center

What if your contact center was a car?
Imagine, you buy a car and you buy a three-year care plan so all your servicing and repairs are covered. After three years you opt for an extended care plan for another two years it's a bit more expensive, but the car is doing just what you need and you don't want to change.

Who are the culprits?

Tuesday, 11 September 2018 PCI DSS Compliance

Who are the culprits?
Cardholder data can be exposed during agent-to-customer interactions, captured by call recordings, and stored within computer systems. But who’s at the heart of the fraud taking place?

Insurers how to de-risk your home-based agents.

Wednesday, 05 September 2018 Insurance, PCI DSS Compliance

Insurers how to de-risk your home-based agents.
How can insurers boost their agility by hiring more at-home agents to handle calls without compromising data security? For forward-thinking companies there is an answer.

Data breach bombshell: Report reveals all

Tuesday, 04 September 2018 PCI DSS Compliance

Data breach bombshell: Report reveals all
A new study into the impact of a data breach makes explosive reading especially when you discover the true cost of losing customer trust. However, with the right solutions, organisations can diffuse the problem safely.

There may be trouble ahead

Thursday, 30 August 2018 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…

Combatting fraud in the contact center – top tips

Wednesday, 29 August 2018 Contact Center, PCI DSS Compliance

Combatting fraud in the contact center – top tips
CNP continues to rise so it's not a time to get complacent, there are still traps that criminals are just waiting to exploit.

Good news - great CX without the disruption

Thursday, 23 August 2018 Engagement

Good news - great CX without the disruption
The nirvana of Omnihannel CX may seem a million miles away, especially if you lack many of the new channels that people expect today. Perhaps your current contact center infrastructure feels dated and you’re worried how you’re going to achieve that differentiation over your competitors.

How to de-risk your at-home agents

Thursday, 16 August 2018 PCI DSS Compliance

How to de-risk your at-home agents
How can US health insurers boost their agility by hiring more at-home agents to handle calls - without compromising data security? Forward-thinking companies have found the answer.

Twist or stick? It’s your choice

Monday, 06 August 2018 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 also be a burden managing legacy systems that requires specialist knowledge. That knowledge may not be available from your original vendor nor from your organization.

BCBS companies lead way in medical data breach battle

Friday, 03 August 2018 Insurance, PCI DSS Compliance

BCBS companies lead way in medical data breach battle
Healthcare identity theft and fraud is a fast-growing threat in the US, but some insurance organizations are getting the diagnosis spot on and the remedy is working.

Agent desktops: Seven ways to get the best ROI

Tuesday, 24 July 2018 Contact Center

Agent desktops: Seven ways to get the best ROI
Unified agent desktops can transform the fortunes of US contact centers and enhance their relationships with customers. But why do some deliver a much faster payback than others?

Steering clear of the vendor agenda

Monday, 23 July 2018 Contact Center

Steering clear of the vendor agenda
Ever thought third party contact center support was a bluff? After all, surely the vendor knows their product best and is therefore in the best place to support it – aren’t they? Well, think again, there’s more to this than meets the eye.

Agent desktops: Unified agent desktops: Ready to unleash some magic?

Friday, 13 July 2018 Contact Center

Agent desktops: Unified agent desktops: Ready to unleash some magic?
The right agent desktop can do magical things transforming relationships between businesses and customers. But what's the secret behind it all? You may be surprised.
<<  1 [23 4 5  >>  

Tweets by @Eckoh

Eckoh (@Eckoh)

Eckoh (@Eckoh)

Navigating through an online issue with a customer can be difficult when you cannot see what the customer is experiencing. But with Eckoh's co-browsing solution, contact centre agents and customers can share screens for better clarity and demonstration: bit.ly/2LZ6GzI
Eckoh (@Eckoh)

Eckoh (@Eckoh)

Contact centres 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. Read more: bit.ly/34C3mjt #PCIDSS #contactcentre
Eckoh (@Eckoh)

Eckoh (@Eckoh)

Here are a few benefits of our Knowledge Base Internal solution: ✔Agents can respond faster ✔Improves the consistency and accuracy of responses ✔Make the most of your existing knowledge assets ✔Agents can search in their own words bit.ly/2Ek8VHv #contactcentres