Archive | November, 2015

What Not To Do With Your Contact Centre Agent Desktop

Jeremy Payne International VP Marketing, Enghouse Interactive shares the common mistakes to avoid with your agent desktop. Don’t have too many apps open at once Overcrowding the agent’s screen with too many open applications will lead to protracted interactions and may even reduce first time call resolution levels. Instead, make sure you have a simple interface [...]

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Enghouse Interactive Partners are Leaders in the Gartner Magic Quadrant for Contact Centre as a Service, Western Europe

By Andy Clune Over the last 3-4 years, we’ve seen tremendous growth experienced by our CCSP partners. The positive evolution was highlighted further at this year’s User Forum in Amsterdam and verified through the Leaders position of Enghouse Interactive partners on this years – Magic Quadrant for Contact Center as a Service, Western Europe – [...]

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4 Best Practices for Peak-Volume Customer Experience Management — Part II

Our previous blog post provided two of the four best practices for peak-volume customer experience management where we explained that when customer complaints, questions or other issues spike, the situation doesn’t have to drain the quality from your customer experience. Here we address two additional best practices of critical importance to contact centers that will [...]

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UK&I Channel Director speaks about the SME Market of CPE and Cloud based Contact centre solutions with Comms Business

Gary Bennett, UK & Ireland Sales Director speaks to Comms Business Magazine about the market of SME – CPE and Cloud based call and contact centres solutions: Are ‘in skin’ PBX solutions out of their depth in the mid-market? It’s not so much that they are out of their depth, it’s more that they limit [...]

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How do I… Make Webchat the Channel of Choice?

by Jeremy Payne International VP Marketing, Enghouse Interactive Make the Process Simple for Customers to Drive up Loyalty Levels One of the main benefits of webchat, especially for the younger, more tech-savvy generation, is that it offers them a simple, intuitive way of receiving quick answers to their queries. Businesses need to take advantage of [...]

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4 Best Practices for Peak-Volume Customer Experience Management

More than a third of Americans (37%) admit that they’d rather eat year-old fruitcake than contact a customer service department. But times when customer complaints, questions or other issues spike doesn’t have to drain the quality from your customer experience. Heed the resounding majority of consumers (91%) who call for contact centers to be better [...]

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Top Tips for Keeping your Processes up to Date

Change your Company Structure and Put Cross-Functional Process Owners in Place Getting your processes right and keeping them current relies heavily on the coming together of three different enterprise-wide initiatives. Company policies and practices being up-to-date; Systems being integrated and well connected to allow seamless handoffs; And arguably the hardest of all to achieve, a [...]

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The Latest Conference Buzz

After attending IQPC’s Call Center Week and ICMI’s Contact Center Demo & Conference, the resounding message is clear, “above all else, the customer experience reigns supreme.” The magnitude and significance of customer experience was reiterated in a multitude of ways at both events—keynote speakers evangelized it, session leaders focused on it, and contact-center professionals shared [...]

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