Archive | March, 2016

“Weathering the Storm” – How Contact Centres Can Protect Themselves

In Britain, we spend an unhealthy amount of time discussing the weather, but the horrendous storms of the past few months have wreaked havoc across the UK and the disastrous consequences are rightly dominating the headlines. The storms forced many people to abandon their homes and latest estimates suggest that it will be the wettest [...]

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“The Robots are Coming”… but are they really Taking over the Contact Centre?

According to a recent study by researchers at Oxford University and Deloitte, about 35% of current jobs in the UK are at high risk of computerisation over the following 20 years. We are already seeing growing use of robot agents and other forms of automated technology across all areas of business and commerce – and [...]

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Contact Centre Insights from 7-Eleven, Griffith University, Telnet and Corporate Connect

This month saw the Enghouse ‘Interact’ road show tour ANZ. As with last year, we held events in Brisbane, Melbourne and Sydney in Australia, and then headed across the Tasman for stops in Auckland and Wellington. Each event featured a panel discussion with Enghouse Interactive customers from those cities, as well as our very own [...]

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Contact Center Service Provider (CCSP) estimated as the most widely-used global Cloud Contact Center Platform

DMG Consulting, founded by Donna Fluss, has long been one of my favorite analyst firms because of the depth and breadth of their understanding and expertise in the contact center (as well as other) application space. They are known for publishing very detailed, informative and comprehensive reports no matter the topic. That’s why we are [...]

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