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contact centre, multi-channel, omni-channel

Digital self service cover imageAIcontact centre, multi-channel, omni-channelCX, Customer Experience, Customer Service, Supportdigital transformationIVR/Self-Service

How to deliver ROI from your digital self-service

How to deliver ROI from your digital self-service We all have heard about the unprecedented digital transformation that was accelerated by the recent pandemic. Consumers turned to shopping online and suddenly online retail became hugely competitive, forcing retailers to adopt the latest and greatest technology to stay ahead. However, it wasn’t only retail that was affected. As a result of…
Barbara Stuart
March 8, 2022
Prediction image crystal ball 2022contact centre, multi-channel, omni-channel

2022 Contact Centre Predictions

With every full turn of the earth around the sun we ask each other what the next 365 days will bring. It's a tradition, right? And the contact centre industry is no different. When we look at contact centre trends, research shows own local APAC contact centres don’t differ much from our counterparts around the world. We're a little faster…
Martin Zhong
January 17, 2022
Market analysis - writing pen on screenCloud Contact Center, CCaaS, Remote Working, WFHCommunications Centrecontact centre, multi-channel, omni-channelCX, Customer Experience, Customer Service, Supportdigital transformationEnghouse InteractiveMicrosoftMicrosoft 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 TeamsPartners

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
AICloud Contact Center, CCaaS, Remote Working, WFHcompliance, PCI DSScontact centre, multi-channel, omni-channelCX, Customer Experience, Customer Service, Supportdigital transformationEnghouse InteractiveGeneralquality management, quality monitoringVideo

2020 shaped our 2021 CX trends – Now what? (Two-Part Blog Series; Part 2: The Customer)

How the events of 2020 have shaped the Customer Experience technology trends of 2021 (Part 2) The global COVID-19 pandemic changed the lives of millions, and the way we do business. It changed our day-to-day habits, as families, as workers, and as customers. It changed our needs, our priorities, our buying habits, and our expectations. So it’s a given that…
Barbara Stuart
April 13, 2021
Woman smiling laptop online meetingAICloud Contact Center, CCaaS, Remote Working, WFHcontact centre, multi-channel, omni-channelCX, Customer Experience, Customer Service, Supportdigital transformationEnghouse Interactivequality management, quality monitoring

2020 shaped our 2021 CX trends – Now what? (Two-Part Blog Series; Part 1: The Contact Centre)

How the events of 2020 have shaped the Customer Experience technology trends of 2021 (Part 1) The global COVID-19 pandemic changed the lives of millions, and the way we do business. It changed our day-to-day habits, as families, as workers, and as customers. It changed our needs, our priorities, our buying habits, and our expectations. So it’s a given that…
Barbara Stuart
April 13, 2021
Cloud Contact Center, CCaaS, Remote Working, WFHCommunications Centrecontact centre, multi-channel, omni-channelCX, Customer Experience, Customer Service, Supportdigital transformationEnghouse InteractiveGeneralHealthcareIntegration & OptimisationMicrosoftResourcesRetailUncategorizedVideoWebinar

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 transformationEnghouse InteractiveIntegration & 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 transformationEnghouse InteractiveIntegration & 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
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