Archive | April, 2016

How to Identify the Omni-Channel Superstars in your Contact Centre

Last month I penned a blog on the latest Enghouse ‘Interact’ road show, which rolled across ANZ at the beginning of March. As always, we had some great insights from the customers that joined us on the speaking panel in each city, which included Sydney, Brisbane, Melbourne, Auckland and Wellington. This year Enghouse Interactive’s CTO, [...]

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What’s Next with Cloud Contact Centres?

Like many other sectors, the contact centre market has been hugely changed by the emergence of cloud. In the last few years, this has become a central part of how many companies conduct their operations, and it’s a trend that’s only set to continue in the coming years. So what’s next for Cloud Contact Centres? [...]

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How Do I Reduce Call Queuing Times

Customers hate waiting on hold and if the clock ticks away for too long they will quite often abandon the call before they have reached the front of the queue.  For a business,  long wait and hold times for their customer also means lost sales, bigger service issues and customers who are ready to jump [...]

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