Archive | February, 2014

10 Trends of Today’s Successful Contact Centers

The overall trend in this new era of customer-centricity, customer advocacy, and customer lifetime value, is moving the traditional contact center to a “Customer Engagement Center” (CEC)    As Call Centers have evolved into Contact Centers, they have come to embrace the concepts of multiple modalities of communications, and other exciting innovations. The most recent [...]

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How Do You Empower the Voice of Your Customer?

The voice of your customer can be a powerful tool across company silos. From the contact center to research and development or other back office applications, closely recording and monitoring your customer feedback plays a critical role in measuring success. Enghouse Interactive’s product development team has been busy further enhancing some of our core customer [...]

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Enghouse Interactive Enhances its Cloud-based Contact Center Service Provider Platform

Advances in Cloud contact center product provide greater resiliency, flexibility and integration capabilities to contact center service providers Version 6.1.2 of the Enghouse Contact Center Service Provider (or CCSP – formerly CosmoCall Universe) is a platform currently  deployed worldwide amongst contact center service providers, business process outsourcers and large enterprises, enabling Cloud-based contact center applications [...]

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The Arthritis Foundation Chooses Safeharbor Knowledge Solutions to Help Improve Call Center Performance

Safeharbor’s knowledge base platform to help The Arthritis Foundation significantly improve call center performance and customer satisfaction ratings. The Arthritis Foundation offers useful literature and advice from medical experts to help people with arthritis live a better life. In order to streamline its massive amounts of knowledge, to enhance the efficiency of its customer support [...]

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New Whitepaper Release – Self Service Best Practices

Did you know that 90% of customers are likely to tell their network about poor customer service? Today, customers want self-service to be quick, accurate, relevant, and intuitive.  They expect to be served from anywhere, on any communication channel, and from any device. “Innovative Best Practices in Designing and Managing Self Service” presents how well-designed [...]

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