All Posts By

Barbara Stuart

AICX, Customer Experience, Customer Service, Support

The benefits of Generative AI in customer service

With the arrival of ChatGPT, businesses have begun to understand the potential benefits of Generative AI in customer service. What is Generative AI? Many of us have started to learn about Generative AI thanks to ChatGPT. Generative AI is an artificial intelligence technology that can generate text, images and audio (amongst other formats), typically in response to a prompt or…
Barbara Stuart
June 5, 2023
Contact centre leadership skillsContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, Support

10 important attributes of a great contact centre leader

Successful customer service isn’t just about the frontline agents that interact with customers - it’s also about the contact centre leaders that manage agents and drive strategy. Having strong managers is essential at all levels of the contact centre, from the head of customer service and Chief Experience Officer (CXO), to team leaders and supervisors. They all need the right…
Barbara Stuart
April 6, 2023
Call Recording with Microsoft TeamsMicrosoft TeamsQuality management, quality monitoring

3 Options to Integrate Call Recording with Microsoft Teams

3 Options to Integrate Call Recording with Microsoft Teams Recording customer interactions is essential to improving productivity, increasing satisfaction and better understanding customer needs. That’s why it is a crucial part of contact centre operations. Delivering four key benefits: It ensures compliance and security by providing information on what was said during the interaction It enables agent evaluation, highlighting opportunities…
Barbara Stuart
January 13, 2023
Microsoft Teams Contact Centre cover imageMicrosoft Teams

Native Teams Contact Centre – The New Era

Anna Stokes, Director of Product Management at Enghouse, talks about the 2022 release of Enghouse’s native Teams Contact Centre. Benefits of a Microsoft Teams Contact Centre Anna, could you outline the primary drivers for organisations who want to move their contact centre to Teams? (more…)
Barbara Stuart
August 26, 2022
Digital self service cover imageAIContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, SupportDigital TransformationIVR/Self-Service

How to deliver ROI from your digital self-service

How to deliver ROI from your digital self-service We all have heard about the unprecedented digital transformation that was accelerated by the recent pandemic. Consumers turned to shopping online and suddenly online retail became hugely competitive, forcing retailers to adopt the latest and greatest technology to stay ahead. However, it wasn’t only retail that was affected. As a result of…
Barbara Stuart
March 8, 2022
Prediction image crystal ball 2022Contact centre, Multi-channel, Omni-channel

2022 Contact Centre Predictions

With every full turn of the earth around the sun we ask each other what the next 365 days will bring. It's a tradition, right? And the contact centre industry is no different. When we look at contact centre trends, research shows own local APAC contact centres don’t differ much from our counterparts around the world. We're a little faster…
Barbara Stuart
January 17, 2022
Market analysis - writing pen on screenCloud Contact Center, CCaaS, Remote Working, WFHCommunications CentreContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, SupportDigital TransformationMicrosoftMicrosoft Teams

Measuring the Value (ROI) of a Microsoft Teams Contact Centre

The recent pandemic forced us into remote working... …Remote working forced many organisations to implement collaboration solutions. …And collaboration solutions brought unforeseen improvement. The rate of the implementation of collaboration and other solutions – which would have not arrived in many organisations for another 8-10 years (or so Gartner and McKinsey estimate) – is what is being called the dramatic…
Barbara Stuart
June 14, 2021
Risk Management image - Microsoft Teams office meetingCloud Contact Center, CCaaS, Remote Working, WFHCommunications CentreContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, SupportDigital TransformationMicrosoft Teams

4 Steps to Mitigating Risk in your Teams Contact Centre Migration

4 Steps to Mitigating Risk in your Teams Contact Centre Migration With Teams adoption fast outpacing all other UC and collaboration platforms, more and more businesses are looking seriously at its feasibility for their own needs. If you’re one of them, DON’T leave your contact centre behind! A Teams environment adds huge benefits to the contact centre, arguably even more…
Barbara Stuart
May 25, 2021
AICloud Contact Center, CCaaS, Remote Working, WFHCompliance, PCI-DSSContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, SupportDigital TransformationQuality management, quality monitoringVideo

2020 shaped our 2021 CX trends – Now what? (Two-Part Blog Series; Part 2: The Customer)

How the events of 2020 have shaped the Customer Experience technology trends of 2021 (Part 2) The global COVID-19 pandemic changed the lives of millions, and the way we do business. It changed our day-to-day habits, as families, as workers, and as customers. It changed our needs, our priorities, our buying habits, and our expectations. So it’s a given that…
Barbara Stuart
April 13, 2021
Woman smiling laptop online meetingAICloud Contact Center, CCaaS, Remote Working, WFHContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, SupportDigital TransformationQuality management, quality monitoring

2020 shaped our 2021 CX trends – Now what? (Two-Part Blog Series; Part 1: The Contact Centre)

How the events of 2020 have shaped the Customer Experience technology trends of 2021 (Part 1) The global COVID-19 pandemic changed the lives of millions, and the way we do business. It changed our day-to-day habits, as families, as workers, and as customers. It changed our needs, our priorities, our buying habits, and our expectations. So it’s a given that…
Barbara Stuart
April 13, 2021