RESOURCES

eGuides & White Papers

For best practice advice, have a look through our research and books

Agent Desktop - have your cake and eat it

Agent Desktop - have your cake and eat it

There’s no escaping the fact that customers now have much better technology than the enterprises that serve them. This is challenging contact centers to think about investing time and money – but should it be in IT or customer service? Our eGuide shows you how to have your cake and eat it.

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Bridging the gap - Juggling Relationships

Bridging the gap - Juggling Relationships

Real alternatives to maintaining and upgrading your contact center technology exist – even at the eleventh hour. Our eGuide highlights the challenges and your options to avoid disruption and reduce costs.

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Chatbots - are they right for you?

Chatbots - are they right for you?

Is a Chatbot the right answer for you? If your contact center agents are spending too much time answering repetitive questions, the answer is probably – yes. Find out how to decide and overcome your fears about Chatbots.

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CNP Crime in Contact Centers

CNP Crime in Contact Centers

Card-Not-Present crime continues to rise. So, if your contact center agents are still asking your callers to read out the numbers on their credit cards, then you should read this eGuide to understand how risky this is and what you can do about it.

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Customer Experience - angling for better understanding

Customer Experience - angling for better understanding

Given the competition you face today, your ability to deliver the finest customer experience is probably your top priority, and it’s linked to your revenue. Find out how good CX can really attract and retain your customers.

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Customer Power - who's in charge?

Customer Power - who's in charge?

The shift in the balance of power between companies and customers means that customers are now in charge. At Eckoh we believe customer power is a force for good and can bring huge benefits if used intelligently. Read our eGuide to find out how.

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Executive Insight - 2019 predictions for contact centers

Executive Insight - 2019 predictions for contact centers

Read Eckoh’s five predictions that will have an impact on contact center operations and priorities. You’ll also find out what you can do to manage these for your organization.

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Executive Insight - Creating a business case for de-scoping

Executive Insight - Creating a business case for de-scoping

You may know that this is the right move but how can you convince your business to see the value of de-scoping your contact center and easing the burden of PCI DSS compliance? Our Exec Briefing will show you the way.

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Executive Insight - The power of speech recognition in IVR

Executive Insight - The power of speech recognition in IVR

Read why Eckoh’s Head of Product, Ashley Burton, believes that the voice revolution is here, and here to stay. Discover where voice technology is going and how Eckoh can help you keep pace

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QSAs - how to secure contact center phone payments

QSAs - how to secure contact center phone payments

With the range of strategies being used to meet PCI Data Security Standards in contact centers, which ones work and which ones should you propose to clients? Our eGuide helps you decide.

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The Definitive Guide to PCI DSS Compliance

The Definitive Guide to PCI DSS Compliance

Potentially any organization taking card payments is at risk of fraud and vulnerable to the impacts of a data breach. To find out how to protect yourself, our jargon-free eGuide tells you everything you need to know.

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Third Party Support - Finding Contact Center Support you can trust

Third Party Support - Finding Contact Center Support you can trust

Real alternatives to maintaining and upgrading your contact center technology exist – even at the eleventh hour. Our eGuide highlights the challenges and your options to avoid disruption and reduce costs.

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Why you need to rethink your PCI DSS strategy

Why you need to rethink your PCI DSS strategy

Your contact center is under attack. Rethink your PCI DSS compliance strategy so it actually protects customer credit card data.

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