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cloud based contact centre Archives - Enghouse Interactive

Cloud Contact Center, CCaaS, Remote Working, WFHCommunications Centrecontact centre, multi-channel, omni-channelCX, Customer Experience, Customer Service, Supportdigital transformationEnghouse InteractiveWebinar

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
Cloud Contact Center, CCaaS, Remote Working, WFHCommunications Centrecontact centre, multi-channel, omni-channelCX, Customer Experience, Customer Service, SupportResources

Ticking the Boxes for a Homeworking Contact Centre

COVID-19 lockdown is relaxing in many regions, but many organisations are talking about making the call to keep their staff at home indefinitely for safety reasons, where feasible. For a contact centre in particular, social distancing is a challenge with tens or hundreds of agents – previously grouped closely to achieve a tight team environment! Even when COVID-19 safety reasons…
Barbara Stuart
May 28, 2020
Lessons Learned Moving to a Cloud Contact CentreResources

Lessons Learned from Moving to a Cloud Contact Centre

John Cray (Enghouse Interactive) and Art Schoeller (Forrester Research) recently participated in an insightful webinar on the considerations organisations need to make when moving their contact centre to the cloud. You can watch the recording here. Key points made during the webinar:  John Cray – Vice President of Product Management at Enghouse Interactive, summarised some of his observations/recommendations: Customer  Feedback Cloud contact centre solutions…
Tony Athanasiou
September 24, 2019