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The latest thinking from Eckoh

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...

Travel agents: Why new card payment rules could leave you out in the cold

Tuesday, 09 January 2018 Travel-Leisure

Travel agents: Why new card payment rules could leave you out in the cold
A winter wind is howling through the travel industry — at exactly the time when travel agents want to be cashing in on summer bookings. So why the big chill?

Is contact center conflict sabotaging your profitability?

Tuesday, 12 December 2017 Contact Center

Is contact center conflict sabotaging your profitability?
Is your contact center hiding a dark secret: Important systems are simply refusing to share the same desktop? If so, then your agents, customers and sales will pay a heavy price.

Agent desktops: How to have your cake and eat it

Wednesday, 29 November 2017 Contact Center

Agent desktops: How to have your cake and eat it
The iPhone XS has arrived - 10 years since Apple launched its first iconic handset. Today, contact centers should learn a simple truth from the device's runaway success: It's possible to have your cake and eat it.

Not yet convinced about PCI DSS compliance?

Thursday, 23 November 2017 PCI DSS Compliance

Not yet convinced about PCI DSS compliance?
Recent survey commissioned by Eckoh and carried out by Contact Babel reveals some very interesting evidence that not all contact centers are complying with the PCI DSS.

Chatbots - what’s there to be scared of?

Monday, 13 November 2017 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.

Who's planning to spoil your contact center upgrade party?

Thursday, 02 November 2017 Contact Center

Who's planning to spoil your contact center upgrade party?
New call center technology on the way? If so, then what might stop you from capitalizing on all the benefits? You may be surprised at what's worrying senior executives.

Why what you say matters in contact centers

Monday, 30 October 2017 PCI DSS Compliance

Why what you say matters in contact centers
Like so many things, the more we learn and evolve the more aspects emerge that reveal potentially dangerous or risky activities.
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Understanding a #customer's issue over the phone can be difficult without being able to see what they are experiencing, but with Eckoh's Co-Browsing solution, #contactcentre agents can view the customer's screen and can also share their own. bit.ly/2LZ6GzI