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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 transformationEnghouse Interactivequality 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 transformationEnghouse Interactivequality 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, WFHcompliance, PCI DSScontact centre, multi-channel, omni-channelCX, Customer Experience, Customer Service, Supportdigital transformationEnghouse InteractiveGeneralIntegration & OptimisationMicrosoftNewsPartnersquality management, quality monitoringRetailtrainingUnified CommunicationsWebinarworkforce optimization

5 Steps to Developing a Basic Business Continuity Plan

Is your business prepared for an emergency? The COVID-19 pandemic is the most recent example of why organisations of all sizes need to consider building a Business Continuity Plan. As we continue in these troubling times, we are seeing clearly that being well prepared is critical. A Business Continuity Plan’s objective is to quite simply to do everything that you possibly can…
Larry Ekiert
August 11, 2020
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
Working from homeCloud Contact Center, CCaaS, Remote Working, WFHcontact centre, multi-channel, omni-channelCX, Customer Experience, Customer Service, SupportHealthcare

When Home is the New Office – How Business Can Keep Operating in Crisis Times

We are living in unprecedented times, with workers across the UK and many other countries worldwide being urged to avoid non-essential travel and work from home where possible. Home working is nothing new of course. Its origins date from the 1980s and BBC 5 Live Wake Up To Money analysis reveals a 74% jump in the number of people working…
Helen Billingham
March 18, 2020
General

Hey You In The Office? No…Probably Not Until Next Month.

Will COVID-19 Change How Organizations Operate?    Fist bump. Foot tap. Head nod. Choose one to replace your usual handshake. Globally, people are changing the way they interact, as new cases of Coronavirus (Covid-19) are announced daily. Schools are being forced to shut and governments are mandating that businesses implement strategies to help limit the risk to their employees, and…
Larry Ekiert
March 5, 2020
General

Keep Your Customers Amazed

What is at the heart of delivering customer service success? In my experience, it comes down to the concept of amazement. This concept is an integral part of my customer service philosophy and I’ve outlined more about it in the updated edition of my book, The Cult of the Customer. What drives amazement? Delivering amazement to your customers may sound…
Helen Billingham
March 2, 2020