Explore our customer experience resources

A great source of information for customer experience case studies, best practices, videos and more…

Customer Experience Resources

Video – Rise Up With CCaaS of Tomorrow

Learn all about how you can utilise an Enghouse CCaaS solution

Contactbabel Report: 2023 Australia and New Zealand Contact Centre Decision Makers’ Guide

Download your copy today to help guide your contact centre now and into the future.

Navigating change: Contact Centre Challenges Guide

How can companies transform their contact centres to manage changing customer needs successfully?

Brochure: Microsoft Teams Contact Centre

Bring your contact centre with the rest of your organisation when you migrate to Teams.

How to Reduce Customer Service Response Times eBook

Download this eBook for a step-by-step guide on reducing customer service response times.

Enghouse CCaaS Brochure

Download this brochure for more information about Enghouse CCaaS

Checklist for a Successful Cloud Contact Centre Migration

This checklist will help you plan, execute, and monitor your cloud migration for sustained success.

Worksheet for Creating your Contact Centre Strategy

Use this worksheet to confidently shape your contact centre into a powerful and efficient solution.

Ultimate Guide to an AI-Enabled Contact Centre

Learn how you can utilise valuable data from AI to drive effective business decisions

Infographic – The Future of Customer Service

Download this infographic to see what the future has in store for customer service.

Buyer’s Guide to Choosing a Contact Centre Solution

In need of a new contact centre solution? This Buyer’s Guide will help you understand all the considerations.

2021 Australia & New Zealand Contact Centre Industry Report

Download your copy today to help guide your contact centre now and into the future.

2022 Contact Centre Decision Makers’ Guide

Download this ContactBabel research report for HR and Operational Benchmarking, technology adoption rates, side-by-side comparisons for Australia and New Zealand against the US and UK contact centre industries, plus much more.

7 Steps to Reduce Call Abandon Rates Guide

Reducing contact centre abandon rates is key to maintaining customer experience. Customers often abandon due to long wait times, however there are other factors that lead to abandonment.

Case Study: The cloud-based call centre that weathers every storm

When Whangrei District Council needed an urgent update to its telephony system across two contact centres, it called on specialist Enghouse Interactive to ring in the changes with a cloud-based Microsoft Teams solution.

Hitachi Case Study: Hybrid working in a Cloud Contact Centre with Microsoft Teams

Learn how businesses can extend their Microsoft Teams collaboration environment to the contact centre facilitating secure hybrid working practices and distributed teams.

eBook: Microsoft Teams User Stories

Enabling and Using Microsoft Teams in the Contact Centre

Webinar: Teams contact centre User Stories

In this webinar Hear from panellists from Whangarei District Council (NZ) and Maurice Blackburn Lawyers (Aus) who were closely involved in recent projects to enable Microsoft Teams for their own contact centres.

Video: Enghouse Interactive Ignite 2020

Enghouse Interactive offers a fully integrated Microsoft Teams contact centre solution. Front line staff collaborate seamlessly with the rest of the organisation.

Microsoft discusses its tight integration with Enghouse

The importance of the tight integration between Microsoft technology and Enghouse solutions to facilitate and simplify the experience for the business and its customers.

UC Today: Moving your contact centre to Microsoft Teams

 Moving your contact centre to Microsoft Teams.

Infographic: The Journey – Make the move to a collaborative contact centre

Make the move to a collaborative contact centre.

eBook: The Future of the Teams Omnichannel Contact Centre

Leverage your investment in Microsoft Teams technology and embrace its phenomenally successful collaboration for your own customer communications.

Watch on Demand: A closer look at an integrated Teams contact centre

Interested in seeing exactly what a Microsoft Teams Contact Centre looks like….?

Playbook: Contact Centre for Microsoft Teams

Find out more about contact centre technology that can be usefully integrated with Microsoft Teams

Whitepaper: Collaboration benefits of integrating your contact centre with Microsoft Teams

A recent Nemertes survey found that organisations with an integrated Microsoft Teams Contact Centre saw a 30% improvement in employee productivity.

eBook: The ROI of Microsoft Teams for your contact centre

To effectively calculate ROI for a new Microsoft Teams Contact Centre, you need to capture all costs and measure each outcome.

Webinar on Demand: Contact Centre for Microsoft Teams Tech Clinics

Build a collaborative contact centre with Microsoft Teams.

The connected contact centre. Native integration with Microsoft Team

If you’re thinking about integrating Microsoft Teams with your contact centre, this eGuide is for you.

eGuide: Microsoft Teams Call Recording

An introductory guide to successfully integrating compliance recording with Microsoft Teams.