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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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What do people really think of Skype for Business in the contact centre?

What do people really think of Skype for Business in the contact centre According to Unify-Squared, the world of Skype for Business is growing rapidly, looking to exceed 100 million enterprise seats by 2018, if it continues on its current growth trajectory. But is the contact centre really ready to embrace Skype for Business? In [...]

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Rectify your call scripting mistakes in real time to improve performance

The use of scripts in the contact centre can bring businesses many benefits, reducing agent training time and helping eliminate errors and compliance issues; supporting better customer engagement while promoting consistency in customer service.  Yet, there are also many pitfalls in rolling out a call scripting strategy. And where businesses do get things wrong, they [...]

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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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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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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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Outbound Dialing & Compliance

Since the July 10th Declaratory Ruling on the TCPA, there has been a lot of talk about compliance in regards to outbound dialing. If this is a topic that’s been weighing on your mind, you’re not alone—professionals like you have felt the same confusion and unease surrounding the regulation since its announcement. At first glance [...]

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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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Are you Winning the Waiting Game?

The waiting game in contact centers is never enjoyable. In order to keep your company’s customer service ahead of the competition and provide an effortless experience for agents and customers alike, it’s essential to incorporate true predictive dialing. Your call center can earn a reputation as a smooth operator by providing customers with valuable information [...]

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