Archive | January, 2016

What’s Next for Multi-channel Contact Centres?

Q: What is on the horizon for multi-channel contact centres?  A: The debate about whether businesses should adopt a digital by design or digital by default operational model will move up the agenda as organisations simultaneously recognise the benefits and significant cost savings a well-designed digital engagement strategy can deliver. Yet many will continue to grapple with [...]

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“GOING FOR GOLD” – Enghouse Interactive and Olympic Gold Medalist Rower, Ben Hunt-Davis share Best Practices for enhancing customer service performance by “Making the boat go faster”

This time of year, you take time to reflect and consider what strategies you can put in place to achieve your goals. Enghouse Interactive were privileged to explore business goals with sporting legend and Olympic Gold Medalist, Ben Hunt-Davis. Following a series of disappointments, Hunt-Davis and the rest of the GB team realised that their [...]

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Exploring the Link Between Customer Experience and Agent Experience

Providing exceptional customer experience requires an exceptional staff of customer service associates. That is why there is such a strong correlation between improving quality management in the contact center and improving the customer experience being delivered by your company. While routing applications address getting an interaction to the right agent resource, quality management helps contact [...]

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Is 2016 going to be the true start to omni-channel adoption?

76% of organisations aspire to have an omni-channel contact centre. Is 2016 going to be the true start to omni-channel adoption? Happy New Year to you and welcome to 2016. How did you do your Christmas shopping last year, was it online or instore.? I am sure like me, you shopped last minute online, then worried [...]

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