During the IQPC Future Contact Center Summit earlier this month Enghouse Interactive participated in a panel conducted by CRMXchange to discuss contact center and customer service trends to look out for in 2015.
Buster Hansen, Director of Solutions Engineering, represented Enghouse Interactive and answered questions regarding significant developments that provide superior customer experiences and further insight into the omni-channel approach. Touching on the positive impact of proactive outbound contact as well as the necessity of empowering agents with the full knowledge of customers’ past interactions, he emphasized the key role of utilizing a unified queue to deliver an effortless customer experience.
He described the cumbersome nature of multi-tasking across channels and suggested, “Integrating all contact center interactions into a single interface can streamline the experience for agents and customers alike. Queues from every channel are consolidated through a single decision-making engine, so supervisors can actually manage efficiency and productivity, rather than manually assigning agents to certain channel silos.”
Check out the full Future Contact Center Summit review with more insight from Buster and others in attendance at the Conference.