Blog

The latest thinking from Eckoh

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.

Why PCI DSS advice from a QSA is increasingly vital

Monday, 06 February 2017 PCI DSS Compliance

Why PCI DSS advice from a QSA is increasingly vital
Achieving PCI compliance standards isn't a 'set and forget' activity like getting a health check. Just because you were healthy in November doesn't mean you're healthy in February.

Travel fraud — could it happen to you?

Tuesday, 17 January 2017 PCI DSS Compliance

Travel fraud — could it happen to you?
Booked your summer vacation yet? February is one of the busiest months of the year for booking vacations. But, despite making every effort to avoid getting scammed, some consumers could still end up falling victim to fraud — in a way they'd least expect.

Call Recording Compliance: Banks Hit by Spiralling Costs

Thursday, 01 December 2016 Contact Center

Call Recording Compliance: Banks Hit by Spiralling Costs
In recent years we have seen banks hit by weighty regulation, fines and face the spiralling costs of call recording compliance. When added together have taken their toll on profits and on brand value.

Alarm bells over insurance contact centers and CNP

Thursday, 17 November 2016 Insurance, PCI DSS Compliance

Alarm bells over insurance contact centers and CNP
Imagine getting a burglar alarm fitted to your home. The company does a great job and you feel really secure. But then you overhear the fitters yelling your alarm's entry code to each other, across the crowded street outside. Would you be worried? If so, here's something that'll nag away at you about the insurance industry.

Six Myths of PCI DSS Compliance

Tuesday, 27 September 2016 PCI DSS Compliance

Six Myths of PCI DSS Compliance
A lot has been written about PCI DSS compliance in recent years. With the recent heightened attention on merchants’ payment systems, there still seems to be a large degree of confusion around.

10 Years of PCI DSS: What Has it Really Achieved?

Monday, 19 September 2016 PCI DSS Compliance

10 Years of PCI DSS: What Has it Really Achieved?
Can you remember what you were doing a decade ago? A lot can happen in 10 years.

The Reality Gap: Five Dangerous Misconceptions of Telephone Payments

Monday, 18 July 2016 Retail

The Reality Gap: Five Dangerous Misconceptions of Telephone Payments
UK consumers have little understanding of the complexities surrounding the security of their personal data. They often fall prey to myths that could put them at risk, and expose their valuable data to hackers and criminals.
<<  1 2 3 [45  >>  

Tweets by @Eckoh

Eckoh (@Eckoh)

Eckoh (@Eckoh)

At Eckoh we offer world-class third-party support for legacy #Aspect® systems. If you are worried about rising costs, falling service levels or being pushed to upgrade, get a lower cost, highly responsive service that extends the life of your systems. bit.ly/2YqhzMp
Eckoh (@Eckoh)

Eckoh (@Eckoh)

With the rise in e-wallet #payments for online purchases, the convenience and security of these alternative payment methods make them a popular option. With Eckoh, your #contactcentre can take e-wallet payments over the phone. #PayPal #GooglePay #ApplePay bit.ly/2WwdJnm
Eckoh (@Eckoh)

Eckoh (@Eckoh)

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