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“Weathering the Storm” – How Customer Communications Can Cope in a Crisis

Once again weather is making the headlines – and the forecasts make grim reading. Freezing winds, thunder snow, dangerous black ice, are all apparently in the offing. For businesses, disruption is almost inevitable at this time of year as employees struggle to make it in to work, find offices closed when they get there, or [...]

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How do I predict my customers’ behaviour?

Predicting your customers’ behaviour and and using this information to optimise the customer journey can lead to an excellent customer experience. The following article discusses some of the methods you can use to predict behaviour and how it can be utilised within the customer journey.   Make use of business analytics and business activity monitoring [...]

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The Case for Proactive Outbound Notifications in Healthcare Contact Centers

This post originally appeared at Healthcare Facilities Today As technology advances, contact centers need to keep evolving, especially in terms of being more customer-centric. In every sector, customers seek a more personalized experience, and most contact centers struggle to keep up with rising expectations for service. This is perhaps most evident in the healthcare sector, [...]

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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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Split Decision? – Fierce Debate Rages in Contact Centres across the Land as Poll Decision Nears

As we enter the last week of the EU referendum campaign, the overall decision remains on a knife edge – and it’s clear that across the contact centre industry, the choice of whether to stay or leave remains the focus for passionate and heated debate. A snapshot poll of a small sample of senior decision-makers [...]

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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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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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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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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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