tonyporter

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So far tonyporter has created 183 blog entries.

Is Your Contact Center Toolkit Fit for Purpose?

Contact Centers are like toolkits. They contain the tools the business needs.  That seems obvious in a way, and it kind of makes sense. Toolkits, however, usually contain tools you needed once but will probably never use again, tools you use every day, tools you thought you had to have, and some things that [...]

January 19th, 2016|Agent Desktop|

PCI: Don’t Throw the Baby Out With the Bathwater

PCI DSS compliance is a concern for any call center taking payments. It may even be a driver to upgrade or replace recording solutions or even the entire contact center software, an expensive and risky project, which still leaves large areas of the contact center in scope for PCI. Fortunately, there is now a watertight [...]

December 8th, 2015|Main Story, PCI, Security|

Global Communication Giant Selects Latest Agent Desktop to Service Customers

PSS Help - an Eckoh company, announces that it has been selected by a major North American global communications company to provide its Agent Desktop solution. The multi-year Agent Desktop solutions contract, worth a minimum of $2m over the term, is the first contract to be announced since PSS Help was acquired by Eckoh on [...]

November 24th, 2015|News|

PSS Become Part of Eckoh Group

PSS Help, the leading contact center third party support company, is pleased to announce its acquisition by Eckoh, the global provider of secure payment and multi-channel customer service solutions. To Accelerate Growth and Support International Expansion The acquisition will support Eckoh’s continued expansion in the US where PSS has a significant presence, and further scale [...]

November 18th, 2015|News|

Legacy Systems…..What Should You Do with Them?

Almost every business has legacy systems. It’s not a bad idea extending its life, sweating your assets, but it can also be a headache because managing legacy systems requires specialist knowledge. That knowledge may not be available from the original vendor, and it may not be easy to retain the knowledge within your own organisation. [...]

November 11th, 2015|Main Story, Support and Maintainance|

Contact Center Migration: Help! Aliens have taken over!

Contact Center Migration Ever seen the cult movie Invasion of the Bodysnatchers?  The film's heroes discover that humans are being taken over ... one-by-one ... by aliens. Their friends look exactly the same as before. But now they behave very differently. And if you're about to perform a contact center migration then there's an important [...]

September 22nd, 2015|Main Story, Support and Maintainance, Transition|

Agent Desktop – How A Unified Solution Can Help You

Desktop tool sets used to be highly customized, built to order, difficult to change and slow to evolve. They were tailored to the needs of a particular business, a particular group of users, and the unique set of back-end processes and applications which were used in that business. But that’s all changed. Agent Desktop: Unified [...]

September 10th, 2015|Agent Desktop, Sub Story|

Application Migration: Bridge the Gap or Your Treasured Apps Will Disappear

When you next move house, imagine something bizarre happens; CDs play backwards, the TV changes channels every five seconds, and your family photo albums are mysteriously blank. This sounds like a goofy B-movie. But there’s an eerie parallel that can happen when you move to a new contact center platform or solution or try for an application [...]

September 8th, 2015|Sub Story, Transition|

SIP Services Using Voip

Customers are increasing their use of multiple channels such as email, web and chat—often in tandem—for business dealings, growing the number of interactions and driving the traditional contact center to become a customer experience media center. VOIP Contact centers are in the middle of a long-term transition from traditional TDM-based telephony to a SIP [...]

September 5th, 2015|Transition|

Call Recordings..How to Break Free From Tangled Tape

Most of us own a box of audio cassettes … recordings of a top 40 radio chart show, an album loaned by a trusting friend in 1990 and a mix tape we made for a classroom crush (but never had the courage to give them). When it comes to moving home, you just take the [...]

September 2nd, 2015|Call Recording Compliance|