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Four TCO Wins for Service Providers Using Multi-Tenant CCaaS

This post originally appeared at jackitessmer.ulitzer.com For IT systems integrators (SI) selling networking, application and infrastructure solutions, and for telcos offering broadband and voice services, expanding into selling contact center software is a natural – and smart – choice. For quite some time, communication service providers (CSPs) have offered a portfolio of applications to customers that [...]

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CCaaS is The Smart Way to Solve Customer-Facing BPO Challenges

As companies’ omni-channel customer experience demands increase, savvy BPO (Business Process Outsourcing) providers are turning to the cloud to provide flexible and scalable contact center offerings. Aberdeen research found that customers having a wealth of information on competitors and expecting a consistent experience across all channels were the two main concerns keeping Customer Experience Management [...]

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How Technology Can Increase Agent Productivity

Agent productivity has always been a key consideration for contact centres and technology can play a huge role in helping to achieve this. Here are just 3 ways that technology can deliver enhanced efficiency and drive up productivity.   1. Providing an effective interface to help agents handle interactions Businesses need to give contact centre [...]

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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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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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What Not To Do With Your Contact Centre Agent Desktop

Jeremy Payne International VP Marketing, Enghouse Interactive shares the common mistakes to avoid with your agent desktop. Don’t have too many apps open at once Overcrowding the agent’s screen with too many open applications will lead to protracted interactions and may even reduce first time call resolution levels. Instead, make sure you have a simple interface [...]

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The Latest Conference Buzz

After attending IQPC’s Call Center Week and ICMI’s Contact Center Demo & Conference, the resounding message is clear, “above all else, the customer experience reigns supreme.” The magnitude and significance of customer experience was reiterated in a multitude of ways at both events—keynote speakers evangelized it, session leaders focused on it, and contact-center professionals shared [...]

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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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LZS: The New Hero or Zero?

As self-service channels continue to gain speed, new metrics are hitting the contact center scene to help gauge overall efficiency. The latest self-service metric to arrive is Level Zero Solvable (LZS). It provides a snapshot of the self-service portal’s success by measuring the percentage of occurrences when an agent resolves an issue that could’ve been [...]

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