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The latest thinking from Eckoh

Contact Center

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.

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.

Agent desktops: Seven ways to get the best ROI

Tuesday, 24 July 2018 Contact Center

Agent desktops: Seven ways to get the best ROI
Unified agent desktops can transform the fortunes of US contact centers and enhance their relationships with customers. But why do some deliver a much faster payback than others?

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.

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.

Are contact center agents the only way to deliver customer service?

Wednesday, 27 March 2019 Contact Center

Are contact center agents the only way to deliver customer service?
Everything’s on the up - call volumes, cost of call handling, maintaining, managing and training people, as well as customer expectations.

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.

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.

Combatting fraud in the contact center – top tips

Wednesday, 29 August 2018 Contact Center, PCI DSS Compliance

Combatting fraud in the contact center – top tips
CNP continues to rise so it's not a time to get complacent, there are still traps that criminals are just waiting to exploit.

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...

Don’t let technology vendors hold you to ransom

Wednesday, 19 September 2018 Contact Center

Don’t let technology vendors hold you to ransom
Many IT professionals feel that contact center technology companies use their status as the manufacturer to ransom premium support charges.

Five predictions to shake up contact centers in 2019

Thursday, 03 January 2019 Contact Center, Exec Insight

Five predictions to shake up contact centers in 2019
The world of contact centers is set for a big shake-up in 2019. That's the verdict of an Executive Insights report from Eckoh, which picks out five pressing issues and reveals how companies must respond to stay competitive.

How to create a business case for de-scoping your contact center from PCI DSS audit

Friday, 02 November 2018 Contact Center, PCI DSS Compliance

How to create a business case for de-scoping your contact center from PCI DSS audit
Removing your contact center from the scope of PCI DSS audit is a smart strategy – we call it ‘de-scoping’. But how are you going to convince your business and senior management that it’s the right move?

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.

Is your contact center the fairest of them all?

Monday, 10 December 2018 Contact Center

Is your contact center the fairest of them all?
Does it feel like it's Christmas in your contact center every day? If so, then you need to find a fairy tale ending — by taking a seat for 'Snow White and the Seven Personas' ...

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?

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?

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.

Tackling the pain of switching contact center vendors

Thursday, 01 November 2018 Contact Center

Tackling the pain of switching contact center vendors
Worried about facing the backlash from your current contact center technology provider when you decide to move on? It’s becoming a common occurrence and it can put organizations off.

Teach an old dog new tricks? Yes Sir!

Thursday, 25 October 2018 Contact Center

Teach an old dog new tricks? Yes Sir!
As the consumer takes greater control over how they engage with an organization, so the number of different contact channels and devices they choose to use rises.
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When #Avaya announced they would be ending their support for their legacy systems, a lot of organizations felt like their investments in these products would go to waste, but with Eckoh, you can get first-rate third-party support. Read more: bit.ly/2VO3B9x #contactcentre