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So far tonyporter has created 202 blog entries.

Is Your Contact Center Toolkit Fit for Purpose?

How can you give your agents the best tools in large, complex, distributed contact centres?

Contact centres are like toolkits. They contain the tools the business needs. That seems obvious in a way, and it kind of makes sense: Toolkits usually contain tools you needed once but will probably never use again, tools you use every […]

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|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 agreement, worth a minimum of $2m over the term, is the first contract to be announced since PSS Help was acquired by Eckoh on 18th November 2015.

The Client […]

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.

November 18th, 2015|News|

What Should You Do With Your Legacy Systems?

Almost every business has legacy technology. 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|Legacy, Main Story|

Help! Aliens Have Taken over my Contact Center Application

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 switch your contact center platform or solution, there’s an important parallel here […]

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

Why Everyone Wants the Same Desktop

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.
Unified to Meet Your […]

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

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.
Change is Exciting
There’s always an air […]

September 8th, 2015|Sub Story, Transition|

IVR Development Contractor US, UK & ANZ

PSS has developed a Conversion Tool and an IVR Transition Process and the demand for which has led needing further IVR Development Contractor resources.  IVR Development Contractors are responsible for completing their portion of the project within their allotted time as contracted with the client.  They also provide input into ACD routing, and possibly other systems within the overall […]

September 7th, 2015|Career Opportunities|

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.
Contact centers are in the middle of a long-term transition from traditional TDM-based telephony to a SIP service usingVoice over […]

September 5th, 2015|Transition|