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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
Cloud Contact Center, CCaaS, Remote Working, WFHCommunications Centrecontact centre, multi-channel, omni-channelCX, Customer Experience, Customer Service, SupportEnghouse InteractiveIVR/Self-Service

Raise the Bar: Top Tips to Improve the Customer Journey

Most customer service operations are on a relentless march towards omnichannel. Although digital is the way forward, no business should roll out new digital channels for their own sake. Any implementation needs to be in the context of the customer journey, with a focus on continuous improvement. In other words, a business should concentrate on the whole experience a customer…
Helen Billingham
November 19, 2019