All Posts By

Barbara Stuart

Cloud Contact Center, CCaaS, Remote Working, WFHCommunications CentreContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, SupportDigital TransformationHealthcareIntegration & OptimisationResourcesRetailVideo

Video-Enable Your Contact Centre to Enhance CX

There’s a well-known maxim for online meeting participants: When some of the group are on headshot video and some aren’t, participation almost invariably devolves to just those who are on video – while the invisible people become merely observers. It doesn’t seem as if it should be that way – since no one has muted them after all – but…
Barbara Stuart
February 20, 2021
Cloud Contact Center, CCaaS, Remote Working, WFHCommunications CentreContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, SupportDigital TransformationIntegration & OptimisationIVR/Self-ServiceMicrosoftQuality management, quality monitoringResourcesRetailTraining

How to Choose a Contact Centre

Shopping for a contact centre? The first step is to understand how important this purchase is to the business, and then work out your contact centre strategy. Read our eBook "How to Choose a Contact Centre - Buyers Guide"  for advice on tackling key challenges and templates to help you understand your needs, as well as tailored examples of successful…
Barbara Stuart
February 20, 2021
AICloud Contact Center, CCaaS, Remote Working, WFHContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, SupportDigital TransformationIntegration & OptimisationQuality management, quality monitoring

Super-Agents Are Real (Series: Blog #3 of 3)

AI Makes It Possible (Blog Series) Access the On-Demand Webinar Playback of  “How AI-Enabled Super-Agents Improve CX” with Kate Legget, Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress, Director, R&D and Jacki Tessmer, Vice President – Product Marketing, Enghouse Interactive. Blog #3 of 3: The MORE you know. The more YOU KNOW. Key Learnings from Forrester and Eptica Experts…
Barbara Stuart
December 21, 2020
AICloud Contact Center, CCaaS, Remote Working, WFHCommunications CentreCX, Customer Experience, Customer Service, SupportDigital TransformationQuality management, quality monitoring

Super-Agents Are Real (Series: Blog #2 of 3)

AI Makes It Possible (Blog Series) Access the On-Demand Webinar Playback of  “How AI-Enabled Super-Agents Improve CX” with Kate Legget, Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress, Director, R&D and Jacki Tessmer, Vice President – Product Marketing, Enghouse Interactive. Blog #2 of 3: With context, AI seeks to improve more quickly than ever. Constant Learning Improves AI Recommendations…
Barbara Stuart
December 8, 2020
AICloud Contact Center, CCaaS, Remote Working, WFHCommunications CentreCX, Customer Experience, Customer Service, SupportDigital TransformationQuality management, quality monitoring

Super-Agents Are Real (Series: Blog #1 of 3)

AI Makes It Possible (Blog Series) Access the On-Demand Webinar Playback of  “How AI-Enabled Super-Agents Improve CX” with Kate Legget, Vice President and Principal Analyst Service Application Development and Delivery, Forrester Research, with Steve Nattress, Director, R&D and Jacki Tessmer, Vice President – Product Marketing, Enghouse Interactive. Blog #1 of 3: The Customer Experience. Remember: A Customer’s Perception is their Reality What exactly is the “customer experience”…
Barbara Stuart
November 26, 2020
Cloud Contact Center, CCaaS, Remote Working, WFHCommunications CentreContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, SupportDigital Transformation

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. 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 reduced –…
Barbara Stuart
May 25, 2020