Archive | October, 2015

Businesses Are Failing to Measure or Monitor Customer Service Quality – Make sure you’re not one of them!

Our latest new survey from Enghouse Interactive polling the views of more than 200 senior employees in UK organisations reveals that many businesses are struggling to define quality customer service delivery, and thanks to cost and integration challenges, often failing to implement the necessary recording, monitoring and analytics tools to deliver it. Research highlights lack [...]

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How do I Make Time for Agent Training

Today, a potent combination of quality monitoring, call recording and real-time speech analytics deployed in the contact centre is helping organisations make time for agent training.   Here, we offer some top tips as to how you can best use these approaches to get the most from your training process. Listen and learn from your sales [...]

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Building Contact Centers for the Future of Customer Service

We recently wrapped up our webinar series highlighting tons of new features and customer service best practices. With today’s ever-changing consumer mentality, it’s challenging—to say the least—to keep up with the latest trends, tools, and customer-experience expectations. The ongoing slew of changes makes empowering agents, managers, and customers with seamless omni-channel support now more crucial [...]

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Cheers to You, Customer Service Professionals!

National Customer Service Week is here, and we’d like to take this opportunity to applaud all customer service professionals for your effort, dedication, and patience. You are an integral part of your organization’s success. You’re the first line of defense, often the first point of contact, the one who sets the stage for your company’s [...]

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