Today, 1to1 Media published an article penned by Enghouse Interactive’s CTO, Alex Black. The article, “IT’s Role in Delivering Top-Notch Customer Service,” provides insights into why successful, strategically focused IT executives are taking a holistic approach to improving customer service.
Enghouse Interactive has partnered with ContactBabel to bring you the 2012 ContactBabel Decision Makers’ Guide. The following is an excerpt from the Guide discussing Customer Interaction Analytics. The term Customer Interaction Analytics refers to the analysis of all interactions between contact centers and customers, whether that interaction was via telephone, email, a web chat session, or even [...]
Enghouse Interactive has partnered with ContactBabel to bring you the 2012 ContactBabel Decision Makers’ Guide. The following is an excerpt from the Guide discussing new customer service media channels for contact centers. For the past decade, there has been increasing desire within contact centers to improve upon customer satisfaction and experience, in order to keep customers loyal [...]
Enghouse Interactive has partnered with ContactBabel to bring you the 2012 ContactBabel Decision Makers’ Guide. The following is an excerpt from the Guide discussing new customer service media channels for contact centers. The most widely-used forms of non-voice customer contact (apart from letters and fax) are email and self-service, followed by SMS, text chat and web [...]
Enghouse Interactive reveals U.S. IT Executive’s thoughts on handling of customer communications and interactions. Enghouse Interactive shared deeper insights from the recent Enghouse Interactive Customer Interaction Index on the mindset of U.S. IT executives when it comes to addressing three distinct classifications of customer interactions: structured, unstructured and self-service. Structured interactions are defined as transactional [...]
According to the Enghouse Interactive Customer Interaction Index, a survey released by Enghouse Interactive today, U.S. IT decision makers say good customer service is more important that managing costs. The Customer Interaction Index captures the state of customer interactions in U.S. businesses from the perspective of technology decision makers. Kelton Research, a leading national public opinion company, conducted the survey among 227 senior IT professionals from U.S.-based companies with revenues between $50 million and $1 billion annually.
The holidays are around the corner… are you ready? Will your telephones be ringing off the hooks with orders, or will your agents be filling their idle time waiting for the telephone to ring? How are you forecasting and scheduling your contact center staff this holiday season?
National Customer Service Week takes place the first week of October every year and is an opportunity to celebrate the front-line staff that are regularly surprising and delighting your customers. Customer service teams are the lifeblood of many companies, helping retain customers through random acts of service. How are you celebrating Customer Service Week? Companies [...]
Today, CosmoCom announced in a press release that Sensée, the leading UK-based provider of home working strategies for the contact centre market, has selected CosmoCom to power their fully outsourced and homeworking-on-demand services, and to provide an exceptional customer experience. CosmoCom technology extends Sensée’s innovative homeworking-on demand service while providing their clients with greater flexibility and functionality. [...]
These days, many companies are recording telephone interactions, conducting surveys, and collecting customer satisfaction data. But are companies really listening?
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