Hybrid Architectures Unlock CCaaS Benefits and Accelerate Digital Channel Adoption Organizations traditionally invested in their contact center infrastructure, as a standalone premise-based solution, with a…
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Enghouse Interactive Blog Posts
The last twelve months have been difficult for everyone working in customer service. As we move forward with new hybrid ways of working, agents, managers…
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An effective call recording or call monitoring system is essential for today’s contact centre. Not only does it help organisations meet regulatory compliance obligations, but…
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Customer experience has never been more important. Customer service teams are under increased pressure to deliver the right answers to a growing volume of calls,…
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The last twelve months have seen a major acceleration in the use of collaboration and communication tools across businesses thanks to the pandemic and…
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Your people are your greatest asset, and this is particularly true when it comes to the contact centre. Your agents are the frontline representatives of…
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Over last year we’ve seen tremendous growth in Microsoft Teams, with the number of daily users nearly trebling to 115 million between March and October…
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By Dr Nicola J. Millard, Principal Innovation Partner at BT. “The times they are a changing”…according to Bob Dylan anyway. It is fair to say…
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Customer needs are always changing, while expectations are constantly rising. For example, the questions customers ask are growing in complexity and come through a widening…
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The last year has seen unparalleled change in the contact centre, with the acceleration of remote working due to the pandemic and lockdowns. As the…
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