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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 May 2020 Contact Center

Are contact center agents the only way to deliver customer service?
Are you ready to gear to to handle call volumes and manage 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.

Can compliance be a catalyst for transformation?

Monday, 23 March 2020 Contact Center, PCI DSS Compliance

Can compliance be a catalyst for transformation?
In our latest webinar, Ashley Burton, Eckoh’s UK Head of Product, interprets the theme of ‘time to think bigger’ from a customer perspective and asks the question ‘can compliance be a catalyst for transformation?

Challenge #1: Your agents are swamped with basic questions

Wednesday, 30 October 2019 Contact Center, Engagement, Self-Service

Challenge #1: Your agents are swamped with basic questions
Are your contact center agents getting swamped with repetitive low-value questions — preventing callers with bigger issues from getting through? If so, it's time to take action.

Challenge #4: Saving customers from repeating themselves

Tuesday, 10 March 2020 Contact Center, Engagement

Challenge #4: Saving customers from repeating themselves
Are your customers having to repeat themselves every time they switch contact channels? If they are, you can expect satisfaction levels to nosedive. So, what's the answer?

Chatbots – now's the time to take them seriously

Tuesday, 21 April 2020 Contact Center, Engagement, PCI DSS Compliance, Self-Service

Chatbots – now's the time to take them seriously
Chatbots are now being taken seriously because they support your agents, take secure payments and reduce queues.

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 Center of the Future Part 2 - Agents

Monday, 27 January 2020 Contact Center, Exec Insight

Contact Center of the Future Part 2 - Agents
Who will work in the Contact Center of the Future? In this second part of our series, Ashley Burton, Head of Product at Eckoh, profiles the Agent of the Future – and the exciting ways they will evolve.

Contact Center of the Future Part 3 - Managers

Tuesday, 04 February 2020 Contact Center, Exec Insight

Contact Center of the Future Part 3 - Managers
The Contact Center of the Future will be a finely-tuned machine – using real-time data to optimize experiences. So, who’s at the controls? In this third instalment of our series, Ashley Burton, Head of Product at Eckoh, explores the future for Managers.

Contact Center of the Future Part 4 - Payments

Tuesday, 18 February 2020 Contact Center, Exec Insight

Contact Center of the Future Part 4 - Payments
How will customers make purchases via the Contact Center of the Future? In the fourth part of our series, Ashley Burton, Head of Product at Eckoh, examines what's ahead for payments.

Contact Center of the Future Part 5 - Voice

Tuesday, 03 March 2020 Contact Center, Exec Insight

Contact Center of the Future Part 5 - Voice
Voice channels will have a bigger say in how customers interact with the Contact Center of the Future. So says Ashley Burton, Head of Product at Eckoh, in this final instalment of his five-part series.

Contact center resilience – 5 lessons learned from COVID-19

Wednesday, 10 June 2020 Contact Center

Contact center resilience – 5 lessons learned from COVID-19
In the words of Elvis, we’re ‘all shook up’. Not surprising after the initial reaction to the global pandemic that is COVID-19. It’s changed how we think, live and work and why it’s important to build resiliency into contact center operations.

Contact center safe from fraud? Think again

Thursday, 11 July 2019 Contact Center, PCI DSS Compliance

Contact center safe from fraud? Think again
Contact center crime is on the rise — but the big scandal is the time and money being wasted on tackling it the wrong way. Put simply, organizations need a new strategy, fast.

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...
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