Blog

The latest thinking from Eckoh

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.

Why Do Consumers Take Risks With Phone Payments?

Wednesday, 22 June 2016 PCI DSS Compliance

Why Do Consumers Take Risks With Phone Payments?
Sitting on a hot crowded train at the end of a working day tends to put people into a rather lethargic mood. The only thing breaking the silence of passengers reading or tapping away on laptops is often someone speaking on the phone.

Agent Desktop Gains in Performance

Tuesday, 14 June 2016 Contact Center

Agent Desktop Gains in Performance
The agent desktop is an area where significant gains in agent performance and therefore customer experience can be obtained through the clever use of technology.

Should We Use Pause and Resume to Meet PCI Compliance?

Wednesday, 04 May 2016 PCI DSS Compliance

Should We Use Pause and Resume to Meet PCI Compliance?
Are you seeking solutions to mitigate possible fraud, more specifically in your contact centers? If you process card payments on behalf of customers, you may have heard of the quick-fix pause and resume technology.

The PCI Compliance Checklist for Contact Centers

Thursday, 21 January 2016 PCI DSS Compliance

The PCI Compliance Checklist for Contact Centers
If your contact center handles customer transactions and sensitive card data - the Payment Card Industry Data Security Standard (PCI DSS) is most likely something you’ve heard of.

Is Your Contact Center Toolkit Fit for Purpose?

Tuesday, 19 January 2016

Is Your Contact Center Toolkit Fit for Purpose?
Contact Centers are like toolkits. They contain the tools the business needs. That seems obvious in a way, and it kind of makes sense.

PCI: Don’t Throw the Baby Out With the Bathwater

Tuesday, 08 December 2015 PCI DSS Compliance

PCI: Don’t Throw the Baby Out With the Bathwater
PCI DSS compliance is a concern for any call center taking payments. It may even be a driver to upgrade or replace recording solutions or even the entire contact center software, an expensive and risky project, which still leaves large areas of the contact center in scope for PCI.

'We need keep PAN call recordings!' Really?

Wednesday, 04 November 2015 PCI DSS Compliance

'We need keep PAN call recordings!' Really?
As I've discussed before, I often hear call center executives tell me that they retain the PAN in call recordings. One point which they claim makes it acceptable or sensible is:

'It's easy: we encrypt the PAN in our call recordings.' Really?

Wednesday, 04 November 2015 PCI DSS Compliance

'It's easy: we encrypt the PAN in our call recordings.' Really?
1. You can't store sensitive authentication data in call recordings (for contact centres - the 3- or 4-digit CV2 security checksums).

“We’re PCI DSS compliant!” Maybe, but are you still at risk?

Wednesday, 04 November 2015 PCI DSS Compliance

“We’re PCI DSS compliant!” Maybe, but are you still at risk?
When questioned if their payment data is secure, a common merchant response is: “We are PCI DSS Compliant”. However, data breaches continue to make headlines.

Seven questions to ask when outsourcing your contact center payments

Wednesday, 04 November 2015 PCI DSS Compliance

Seven questions to ask when outsourcing your contact center payments
If you take contact center payments, you will most likely be looking for ways to protect your customers’ data and achieving PCI compliance.

Pause and Resume for PCI Call Recordings – How Secure Is It?

Monday, 02 November 2015 PCI DSS Compliance

Pause and Resume for PCI Call Recordings – How Secure Is It?
Payment card fraud is rising by an alarming rate, especially where the cardholder isn’t present for the transactions. As a result, merchants are under increasing pressure to secure their payment channels.

Card Theft From Contact Center Payments is About to Rocket

Monday, 02 November 2015 PCI DSS Compliance

Card Theft From Contact Center Payments is About to Rocket
In 2014, the Aite Group published a report on the way in which Card Not Present (CNP) fraud is expected to change over 2015 and beyond.

De-Scoping Your Contact Center for PCI DSS Compliance

Monday, 02 November 2015 PCI DSS Compliance

De-Scoping Your Contact Center for PCI DSS Compliance
PCI compliance is viewed as an expensive burden with concerns including disruption to daily business, budget restrictions, the complexity of the PCI DSS audit process, the potential training of staff, and so on.

Contact Center Migration: Help! Aliens have taken over!

Tuesday, 22 September 2015

Contact Center Migration: Help! Aliens have taken over!
Ever seen the cult movie Invasion of the Bodysnatchers? The film’s heroes discover that humans are being taken over…one-by-one…by aliens. Their friends look exactly the same as before. But now they behave very differently.

Agent Desktop – How A Unified Solution Can Help You

Thursday, 10 September 2015

Agent Desktop – How A Unified Solution Can Help You
Desktop tool sets used to be highly customized, built to order, difficult to change and slow to evolve.
<<  1 2 3 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