Will AI replace contact centers? It’s a firm No – and here’s why

10 Jun 2024

Ashley Burton, Head of Product at Eckoh, talks about why AI won't be replacing contact centers. Instead, he hopes to see AI aid with routine tasks and help improve overall efficiency.

PCI DSS compliance and payment card security – what’s the cost of doing nothing?

8 May 2024

Molly Shane, Senior Account Executive at Eckoh, speaks with many businesses each day about their compliance needs. In her blog, she outlines one of the more surprising aspects of her conversations.

Cloud contact center 'shared responsibility': There is no cheat code for security

17 Apr 2024

If you’re powering up your contact center, you need to know that there are no cheat codes, and the cloud doesn’t come with a ‘shield of invincibility’

Card security enters a new era – and it’s personal for the C-suite

28 Mar 2024

A new era in payment card security arrived on April 1. But is the C-suite ready for new data protection responsibilities? Should warning lights be flashing in the boardroom?

PCI DSS 4.0: Order your rocket-boosters for April onwards

8 Jan 2024

How’s your diary looking for Spring 2024? For anyone involved in contact center security around payments, life could suddenly hit warp speed. Here’s what you need to know.

Blizzards ahead? Contact centers dash for compliance base camp

31 Oct 2023

Unfortunately, meeting the March 2024 deadline for the first phase of PCI DSS 4.0 could feel like getting to Everest base camp for contact centers. But how should you press on to reach the summit of the new payment security standard in 2025? Here’s some expert advice.

Seven customer engagement trends to watch

31 Oct 2023

Market forecasts are fiendishly tricky to make, especially during global economic turbulence. But it’s possible to identify trending shifts in strategy, technology and behavior in the contact center world. Here are seven trends to watch out for.

Latest data breach costs make chilling reading

30 Oct 2023

The cost of data breaches has reached an all-time high, according to hard-hitting research. But don’t look away now – because the solutions available to contact centers have kept pace too.

Cloud contact centers: Avoid a costly security headache

19 Oct 2023

cloud contact center

Why do many organizations hit unexpected turbulence when moving their contact centers to the cloud? Here’s an insight into a stormy issue – and how to avoid it.

Does contact center compliance give you security?

2 Aug 2023

Will PCI DSS 4.0 compliance give your contact center robust security — creating a force field around sensitive information? At a time when data breaches can run into millions of dollars, it’s important to know the difference between compliance and security.

Blog