Archive by Author

Self Service Can Be The Best Help During a Crisis

In January my colleague in the UK, Helen Billingham, wrote an interesting blog ‘weathering the storm’. It highlighted the challenges contact centres face when mother nature decides to unleash some harsher conditions upon us. This is as relevant in ANZ as it is in the UK, although as with so many things over here, it [...]

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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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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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Skype for Business in ‘The Age of the Customer’

This week Generation-e hosted Microsoft’s Australian Skype for Business launch at Dockside in Sydney’s Darling Harbour, and as a partner of Generation-e and Microsoft, we were proud to be a silver sponsor of the event. There was a great turn out of partners and customers who came along to learn about the benefits of Skype [...]

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Good Unified Communications leads to 99.98% Accuracy for Health World

All good things must come to an end, and after a few weeks touring ANZ, the Enghouse Interactive Customer Interaction Tour made the final stop on our travels in Brisbane. It has been great to meet up with our partners and resellers. It is always good to meet in person and talk through the various [...]

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Contact Centres Need Different Answers to the Same Questions

After visiting our customers and partners in Auckland and Wellington, the Enghouse Interactive Customer Interaction Tour rolled on last week. This time the events took place in Sydney and Melbourne, again featuring panel discussions around the contact centre space. Before the panel discussions kicked off, I told a story about Einstein that I believe perfectly [...]

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Contact Centre Nirvana – Improving Services While Reducing Costs

This week, Enghouse Interactive kicked off its Customer Interaction Tour in ANZ. Visiting five cities across the region, each one features a panel discussion with various partners and/or customers, John Cray, Enghouse Interactive’s VP of Product Marketing, and myself. The first stops on the tour were Auckland and Wellington. Our panel Guest of Honour was [...]

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The Top Five Contact Centre Considerations for 2015

2014 is now behind us, and 2015 is here. And as with the start of each New Year, we will now look at what we want to achieve during the next twelve months. As always there will be plenty of people within your organisation flagging important things that are essential and ‘need’ to be placed [...]

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