Category

Communications Centre

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
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, 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
Cloud Contact Center, CCaaS, Remote Working, WFHCommunications CentreContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, SupportIVR/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