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customer experience Archives - Enghouse Interactive

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
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
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