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contact center Archives - Enghouse Interactive

AIcontact centre, multi-channel, omni-channel

Embracing AI and Robotic-Driven Customer Service Without Leaving Employees Behind

We are living in a digital age. People are more willing to self-serve and the use of AI and robotics for customer service is growing. This drive to automation has the potential to benefit organisations and their customers across all sectors. Business employees understand how AI helps deliver operational efficiency and enhanced customer service. According to a recent survey we…
Helen Billingham
December 10, 2019
Cloud Contact Center, CCaaS, Remote Working, WFHCommunications Centrecontact centre, multi-channel, omni-channelCX, Customer Experience, Customer Service, SupportEnghouse InteractiveIVR/Self-Service

Raise the Bar: Top Tips to Improve the Customer Journey

Most customer service operations are on a relentless march towards omnichannel. Although digital is the way forward, no business should roll out new digital channels for their own sake. Any implementation needs to be in the context of the customer journey, with a focus on continuous improvement. In other words, a business should concentrate on the whole experience a customer…
Helen Billingham
November 19, 2019