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Quality management, quality monitoring

contact centre analyticsQuality management, quality monitoring

Unlocking the real power of contact centre analytics

Effective contact centre analytics is vital to delivering efficient, high-quality customer service. However, customer service operations produce vast amounts of data. This covers everything from metrics on call length to more in-depth quality assessments of individual interactions. This data is often siloed within individual departments or software systems, adding complexity. Additionally, it can be difficult to understand or visualise by…
Carl Townley-Taylor
November 27, 2023
Call Recording with Microsoft TeamsMicrosoft TeamsQuality management, quality monitoring

3 Options to Integrate Call Recording with Microsoft Teams

3 Options to Integrate Call Recording with Microsoft Teams Recording customer interactions is essential to improving productivity, increasing satisfaction and better understanding customer needs. That’s why it is a crucial part of contact centre operations. Delivering four key benefits: It ensures compliance and security by providing information on what was said during the interaction It enables agent evaluation, highlighting opportunities…
Barbara Stuart
January 13, 2023
AICloud Contact Center, CCaaS, Remote Working, WFHCompliance, PCI-DSSContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, SupportDigital TransformationQuality 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 TransformationQuality 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 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, WFHContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, SupportDigital TransformationIntegration & 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
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, 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