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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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Unified Communications and the Contact Center – Better Together

Enterprises tend to take a silo-based approach to operations, and technology vendors aren’t much different when it comes to their offerings. Unified Communications (UC) evolved out of the PBX market, so not surprisingly, these solutions were telephony-centric. Things have certainly progressed, but today’s UC is still built around the needs of employees as end users [...]

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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 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 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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Exploring the Link Between Customer Experience and Agent Experience

Providing exceptional customer experience requires an exceptional staff of customer service associates. That is why there is such a strong correlation between improving quality management in the contact center and improving the customer experience being delivered by your company. While routing applications address getting an interaction to the right agent resource, quality management helps contact [...]

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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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The Omnichannel Demands of Today’s Consumers

To stay competitive, retailers have embraced new models for serving customers. From online stores to social and visual commerce, this industry is neck deep in omni-channel – whether they know it or not. As I detailed in a recent article, now published on Total Retail, research shows that most retailers are woefully unprepared for this [...]

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The One Contact Center Practice that Could Redeem Customer Service

I recently came across a couple of industry trend articles that are highly relevant to our audience and worth discussing. The first one is, “4 Customer Service Trends That Will Impact the Contact Center,” by Donna Fluss, president of DMG Consulting LLC. In the article, she talks about how customers want the companies they do [...]

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Building Contact Centers for the Future of Customer Service

We recently wrapped up our webinar series highlighting tons of new features and customer service best practices. With today’s ever-changing consumer mentality, it’s challenging—to say the least—to keep up with the latest trends, tools, and customer-experience expectations. The ongoing slew of changes makes empowering agents, managers, and customers with seamless omni-channel support now more crucial [...]

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