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Barbara Stuart

Cloud Contact Center, CCaaS, Remote Working, WFHCommunications Centrecontact centre, multi-channel, omni-channelCX, Customer Experience, Customer Service, Supportdigital transformationEnghouse InteractiveWebinar

Challenges and Benefits from Lockdown and After: How Managers are Adapting to a Remote Contact Centre

In May 2020, towards the end of the COVID-19 lockdown, Enghouse Interactive hosted a webinar together with the Customer Contact Network of New Zealand (CCNNZ) to discuss remote working for contact centres in the region. Julie Valencia, Chair at CCNNZ, interviewed Sharyn Clements, Team Leader Customer Contact at Cessnock City Council, and Peter Cooke, Head of Customer Service at Lotto…
Barbara Stuart
June 8, 2020
Cloud Contact Center, CCaaS, Remote Working, WFHCommunications Centrecontact centre, multi-channel, omni-channelCX, Customer Experience, Customer Service, SupportResources

Ticking the Boxes for a Homeworking Contact Centre

COVID-19 lockdown is relaxing in many regions, but many organisations are talking about making the call to keep their staff at home indefinitely for safety reasons, where feasible. For a contact centre in particular, social distancing is a challenge with tens or hundreds of agents – previously grouped closely to achieve a tight team environment! Even when COVID-19 safety reasons…
Barbara Stuart
May 28, 2020
compliance, PCI DSSdigital transformationHealthcareVideoVideo Security

Why the habit of [Secure!] Video Conferencing will outlast Lockdown

For Business and Government One positive that has come out of the COVID-19 lockdown is our recognition that physical meetings aren't as essential in conducting business as we’ve always thought. No doubt millennials and gen-y knew that long ago, but finally the boomers have caught on! and post COVID-19 (whenever that is) we can expect that travel will be significantly…
Barbara Stuart
May 25, 2020