Category

Digital Transformation

Cloud Contact Center, CCaaS, Remote Working, WFHCompliance, PCI-DSSContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, SupportDigital TransformationIntegration & OptimisationMicrosoftQuality management, quality monitoringRetailTrainingUnified CommunicationsWorkforce 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 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
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