Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK
BECOME
A MEMBER
TODAY TO:
CLICK HERE
TELL A
FRIEND
[HIDE]

Here are some suggested Connections for you! - Log in to start networking.

How to make remote working secure - Eckoh - ContactCenterWorld.com Blog

How to make remote working secure

Considering enabling your agents to work remotely? If so, you’re probably most concerned with being able to maintain PCI DSS compliance and security.

What’s the risk?

Having a remote contact centre workforce comes with some risks. The prospect of allowing credit/debit card details, national insurance, driving licence and other sensitive numbers and personal details to run freely through the hands of unmonitored home-based agents is a major concern. Rogue agents can undermine the benefits and fraudsters could find it easier to gain access to your systems.

It isn't alarmist to be worried about this: It's realistic.

There are over 770,000 contact centre agents across all sectors in the UK, accounting for approximately 4% of the workforce[1]. The traditional approach of safeguarding sensitive data within contact centres by using 'clean rooms' is deeply flawed anyway but even the weak protection it provides cannot be transferred to the home. Bans on mobile phones, other strict rules and constant monitoring cannot be applied to a someone's spare bedroom in Bromley, Birmingham or Bristol.

The rewards - there are stand-out advantages…

Regardless of the reason for embracing remote working there are some compelling benefits such as…

  • The ability to flex to cover peaks, so callers spend less time waiting
  • Reduced need for office space
  • Easier to hire agents and reduce attrition rates
  • And it's not just older, experienced employees you'll be likely to attract. Huffpost reports that 64% of millennials would like the opportunity to work from home.[2]

So, what’s the answer?

With Secure Payment tools you can hide sensitive data from all your agents whether they're based within your contact centre or work from home. With Customer Engagement tools you can maintain connected customer journeys, including taking payments, across all channels and actually improve the customer experience.

Put simply, remote agents can: 

  • Take secure payments remotely in just the same way as in your contact centre
  • Take payments within as many channels as possible – telephone, online, chat, chatbot or IVR
  • Engage with customers in their choice of channel so the customer experience remains unaffected

Eckoh’s payment and engagement tools are all delivered via the Eckoh Experience Portal which allows you to take the solutions you need today and add new ones as you need them so you’re ready and agile to meet future needs.

If you’d like some advice and guidance on making remote working a reality, get in touch.

*Source:

[1] 'UK Contact Centres 2018-2022' - ContactBabel

[2] 'How Millennials Are Shaking Up American Work Culture From Their Parents’ Basements' - Huffpost

Publish Date: June 2, 2020 4:26 PM


2021 Buyers Guide Employee Engagement Solutions

 
1.) 
ContactCenterWorld

TopPlace2Work.com
Typical Problem!

In-house surveys can be time consuming, cumbersome at best and many staff often don't provide valid feedback as they fear ‘being too honest' with their employer for fear of retribution.

Even some 3rd party ‘managed' surveys can be challenging, costly and then there is no benchmark or significant value other than ‘managed by a 3rd party' approach, which leads to the problem of validity of data, security and integrity plus costs and time required by you.

The Solution!

TopPlace2Work is an easy to use program that allows you to gather valuable data on employee morale and engagement.
 



View more from Eckoh

Recent Blog Posts:
Contact centre resilience – 5 lessons learned from COVID-19June 16, 2020 5:26 PM
How to make remote working secureJune 2, 2020 4:26 PM
Self-Service - what's in it for me?June 2, 2020 4:22 PM
How can I avoid storing card data when taking payments?June 2, 2020 4:16 PM
Your PCI DSS compliance – can you see the hidden threatsJune 2, 2020 4:13 PM
Are your callers trapped inside the IVR that time forgot?August 9, 2016 5:00 AM
Fine Tuning Your IVR Can Win You CustomersJuly 28, 2016 5:00 AM
What to do — if your IVR behaves badly?July 14, 2016 5:00 AM
Should we use Pause-and-resume call recording to meet PCI Compliance?May 4, 2016 5:00 AM
It’s true- IVR Systems don’t have to be frustratingMarch 30, 2016 5:00 AM

About us - in 60 seconds!

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =