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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, 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

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

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

Five Key Trends Impacting Customer Service

As we head into 2020, now is the perfect time to evaluate how the customer service sector has performed in 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide, sponsored by Enghouse Interactive. Based on a detailed structured questionnaire, Contact Babel surveyed 226 UK contact centre managers and directors on…
Helen Billingham
January 6, 2020