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The latest thinking from Eckoh

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.

Under the hood of agents’ desktops: What sets them apart?

Wednesday, 04 July 2018 Contact Center

Under the hood of agents’ desktops: What sets them apart?
There's a direct link between agent desktop optimization and customer loyalty. But when choosing a unified desktop solution, take a careful look under the hood. Details make all the difference.

Unified agent desktops: Why it's critical you aim high

Tuesday, 26 June 2018 Contact Center

Unified agent desktops: Why it's critical you aim high
Looking for a unified agent desktop for your contact center? If so, aim high: Some technology can only just manage to cope with the basics, while other solutions will deliver astonishing transformation.

Agent desktops: What vendors forgot to tell you

Tuesday, 12 June 2018 Contact Center

Agent desktops: What vendors forgot to tell you
Getting up and running with a unified agent desktop for your contact center sounds easy according to some vendors. But what's the reality? To find out, you'd better fasten your seat-belts.

PCI DSS: What's the cost of DIY compliance vs de-scoping?

Wednesday, 06 June 2018 Contact Center

PCI DSS: What's the cost of DIY compliance vs de-scoping?
Tackling PCI DSS compliance can feel like you're battling with hydra from Greek mythology ... the moment you think you’re making progress, the monster grows another head. So, is it time to hand the job to someone with more firepower?

Customers – what do they look like?

Friday, 01 June 2018 Engagement

Customers – what do they look like?
What are your characteristics, habits and preferences? Once you’ve listed those you’ve got just one customer profile – your own. Remember you’re a customer too. But, is everyone like you? Disappointed as you may be, it’s unlikely. So how do you get to know the rest?

Customer power: Who's calling the shots now?

Friday, 25 May 2018 Engagement

Customer power: Who's calling the shots now?
Organizations are waking up to a simple truth: They're not in control any more ... the customer rules. So how can companies succeed in this new world?

PCI DSS: The thrills, perils and costs of DIY compliance

Thursday, 17 May 2018 PCI DSS Compliance

PCI DSS: The thrills, perils and costs of DIY compliance
Card payment fraud is rising — and merchants need to safeguard the way they process, store and transmit cardholder data. But should PCI DSS compliance be something you tackle on your own?

CX problems? It's not you, it's them!

Monday, 14 May 2018 Engagement

CX problems? It's not you, it's them!
Are customers mysteriously falling out of love with your business — despite your contact Center trying desperately hard to please them? If so, then listen up ... because it's not you, it's them.

Help! Have aliens taken over my customers?

Wednesday, 25 April 2018 Engagement

Help! Have aliens taken over my customers?
This year is the 40th anniversary of the classic 1978 sci-fi movie Invasion of the Body Snatchers. And you could be forgiven for half-thinking there's a modern parallel happening in the customer contact arena.

PCI DSS: What's the cost of doing nothing?

Wednesday, 11 April 2018 PCI DSS Compliance

PCI DSS: What's the cost of doing nothing?
Most of us hate petty rules and red tape, and if there’s no penalty for non-compliance we tend to turn a blind eye. But is PCI DSS something that merchants can ignore or does neglect come at a devastating price?

Customer experience: What's holding us back?

Tuesday, 10 April 2018 Engagement

Customer experience: What's holding us back?
Is your contact center delivering a better customer experience than your competitors? If not, then what's the best way to transform your fortunes with a single approach?

Back to the future with shopping catalogs

Monday, 26 March 2018 Retail

Back to the future with shopping catalogs
Shopping catalogs have an illustrious past. But today's catalog businesses could learn a lot from their early forerunners — because they knew exactly how to delight entirely different groups of customers, all at the same time.

Travel agents: How to turn PCI DSS headache to your advantage

Tuesday, 13 March 2018 Travel-Leisure

Travel agents: How to turn PCI DSS headache to your advantage
While some travel agents will be dreading the arrival of new card payment rules in March, others will be looking forward to a business boost. So why all the smiles?

Break free from the contact center support trap

Wednesday, 21 February 2018 Contact Center

Break free from the contact center support trap
Is worsening vendor support for your contact center systems being used to pressure you into upgrading? If so, there's an easy way out — and it could save you a fortune.

Unified agent desktops: Five revealing questions to ask

Thursday, 01 February 2018 Contact Center

Unified agent desktops: Five revealing questions to ask
A unified desktop for agents is essential if you want your contact center to maximize efficiency and drive up sales. But which desktop solution leads the pack? It's time to ask difficult questions.

Making friends with Chatbots

Tuesday, 30 January 2018 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?

Travel agents: How to book your PCI DSS journey the easy way

Monday, 22 January 2018 Travel-Leisure

Travel agents: How to book your PCI DSS journey the easy way
Travel agents are being forced to embark on a vital journey — to PCI DSS compliance. But the question is: Do you want a first-class experience or a risky, white-knuckle ride?

Contact Centers: Five predictions for 2018

Wednesday, 17 January 2018 Contact Center, Exec Insight

Contact Centers: Five predictions for 2018
The year ahead has been proclaimed the Year of the Dog, according to the Chinese zodiac. So will your contact center take a leap forward in 2018 or be among those whimpering in the background? Here are five ways to tell...
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Tweets by @Eckoh

Eckoh (@Eckoh)

Eckoh (@Eckoh)

With Eckoh's co-browsing solution, your #contactcentre agents can mitigate customer frustration and confusion by sharing screens with them to identify their online issues promptly and direct them on how to overcome them. Find out more: bit.ly/2LZ6GzI #screenshare
Eckoh (@Eckoh)

Eckoh (@Eckoh)

Eckoh's Hosted #IVR solution delivers Self-Service customer engagement tools across phone, web, mobile app and #chatbot. We also offer a Visual IVR solution to transforms customer smartphone engagement through additional visual information and prompts. bit.ly/2x9tFxL
Eckoh (@Eckoh)

Eckoh (@Eckoh)

When your #KnowledgeBase is used by a customer, they can use their own words to find answers to their questions without having to speak directly to an agent. It learns from usage, so it presents trending themes to match user searches or channel choice. bit.ly/2Ek8VHv