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The latest thinking from Eckoh

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.

Need to escape - from a 'forced' contact center upgrade?

Monday, 23 October 2017 Contact Center

Need to escape - from a 'forced' contact center upgrade?
'You can take it or leave it!' Ever had that said to you? Maybe the last time it happened was after you complained about a terrible meal at a roadside diner? But have you ever heard it from your contact center technology vendor?

Seven global trends are combining to whip up a perfect security storm

Tuesday, 17 October 2017 PCI DSS Compliance

Seven global trends are combining to whip up a perfect security storm
Why take secure payments more seriously today? After all, people have been paying for products using credit and debit cards for decades.

Chatbots: Are you with us or against us?

Friday, 13 October 2017

Chatbots: Are you with us or against us?
What's yours called — Siri, Alexa or something else? Soon, most businesses will have a chatbot, whirring away alongside human contact center agents. In fact, all the tech you need is now within easy reach.

Who can you really trust with your contact center tech?

Monday, 02 October 2017

Who can you really trust with your contact center tech?
Trust is a rare commodity in these days of 'fake news', dodgy diesel emissions and less-than-honest social media profiles. But trust is essential for business ... especially when it relates to the smooth-running of your contact center systems.

Top 10 facts about PCI DSS Compliance that you need to know

Tuesday, 26 September 2017

Top 10 facts about PCI DSS Compliance that you need to know
What do you need to prove you can handle card payments securely — a black belt, a Michelin star, or maybe even the Nobel prize for security? The correct answer is PCI DSS. But what does this security standard really mean?

Will crossing my fingers prevent CNP fraud?

Monday, 18 September 2017

Will crossing my fingers prevent CNP fraud?
What's stopping card-not-present (CNP) fraud from breaking out in your contact center? Are you wearing a magical ring of invincibility, sporting those lucky socks or crossing your fingers? If you want real protection, then read on.

Why finance & banking face a new Wild West

Tuesday, 29 August 2017

Why finance & banking face a new Wild West
It's almost exactly 100 years since the last stagecoach robbery. Ever since, banks and thieves have been locked in a battle of wits. But today's tussles are being fought in a new Wild West — and the criminals often appear to be winning.

The importance of secure payments in the utility sector

Tuesday, 08 August 2017

The importance of secure payments in the utility sector
Utility companies in the US experienced 40% more data breaches in 2016 than in 2015 [1]. With the ever increasing sophistication of hackers it’s becoming even more critical to ensure that your customers’ personal and payment card data is protected.

Are you delivering great leisure experiences, but poor customer journeys?

Thursday, 27 July 2017

Are you delivering great leisure experiences, but poor customer journeys?
Your idea of the perfect vacation this summer may be relaxing by the pool — but the travel and hospitality industry is anything but relaxed. So what's happening and how can it be fixed?

Is the customer right?

Tuesday, 04 July 2017 Engagement

Is the customer right?
In the retail world, it's always tricky to second-guess what customers want — and it's impossible to please everyone, all the time.

Are You Sending Your Agents into a Gunfight Armed with a Penknife?

Tuesday, 30 May 2017

Are You Sending Your Agents into a Gunfight Armed with a Penknife?
In today’s competitive field, providing best possible customer experience has to be a priority. Rising expectations put pressure on Contact Center agents.

Retailers: Playing a high-risk game with customer trust?

Tuesday, 02 May 2017 PCI DSS Compliance

Retailers: Playing a high-risk game with customer trust?
How would you feel if a trusted friend looked after your house for the weekend, only to leave the key under the doormat — and a passing thief ransacked your home? Unfortunately, there's a scenario playing out in the retail world that isn't so different.

Secure Payments Is a Breakthrough Moment for Web Chat

Wednesday, 08 February 2017 PCI DSS Compliance

Secure Payments Is a Breakthrough Moment for Web Chat
The advance of Live Chat as a customer contact channel seems unstoppable — and now it's just stepped up a gear with news that agents can take secure payments during sessions for the first time.
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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