Tag Archives: contact center optimization

4 Best Practices for Peak-Volume Customer Experience Management

More than a third of Americans (37%) admit that they’d rather eat year-old fruitcake than contact a customer service department. But times when customer complaints, questions or other issues spike doesn’t have to drain the quality from your customer experience. Heed the resounding majority of consumers (91%) who call for contact centers to be better [...]

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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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A Halloween Special – Turning Scary Customer Experiences Around for Good

The Enghouse Interactive team is busy preparing for a spooktacular Halloween. Hopefully your organization has some ghostly good times on the horizon as well. In the true spirit of the holiday, we’re sharing tales of frightening ways customer experiences can take a scary turn for the worse and how to carefully avoid them. Here are [...]

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Enghouse Interactive Communications Portal v9 Released

Enghouse Interactive announced today the release of Communications Portal v9.0 (formerly Syntellect Communications Portal / Envox Communications Development Platform). A continuing evolution of the customer self-service experience, the latest release of this industry-leading IVR platform offers new features and improved performance and density, empowering organizations to create dynamic and flexible automated voice solutions that improve customer engagement and reduce the overall cost of delivering an exceptional customer experience.

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Improve Patient Interactions and Optimize Resources

Health Reform has tasked medical providers to rethink how to provide accessible, high-quality care more efficiently and cost effectively. Improving patient-provider communications is one important part of the equation. However, distributed healthcare organizations such as hospitals, medical school campuses, pharmaceutical companies and health plans may find it difficult to make their outdated and disparate array of communications technologies work together to effectively achieve their goals.

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Multimedia Management and the Universal Queue

Customer Communication Channels

Enghouse Interactive has partnered with ContactBabel to bring you the 2013 ContactBabel Decision Makers’ Guide. The following is an excerpt from the Guide discussing Multimedia Management and the Universal Queue.

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Download the 2013 ContactBabel Decision Makers’ Guide

ContactBabel has released their US Contact Center Decision-Makers’ Guide (2013 – 6th edition) studying the performance, operations, technology and HR aspects of US contact center operations. Using random industry samples, a detailed structured questionnaire was given to 205 contact center managers and directors between January and February 2013. Results were analyzed in March and April 2013 in [...]

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Contact Center Seasonality

A contact center with seasonality is characterized by large influxes of customer interactions that correspond to annual events, such as the holiday season, sporting events, vacation season, hurricane season or back to school. Seasonality can also be a planned event such as liquidation sales, conferences or seminars. Enghouse Interactive can help seasonality contact centers problems with solutions designed to help deliver exceptional customer service during peak times.

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Exceed Customer Expectations by Providing Their Preferred Choice of Communication (VIDEO)

Exceeding customer expectations should be a primary objective for any organization. Enghouse Interactive helps you achieve this by delivering an unmatched customer experience through our industry-leading interaction management solutions. A core focus is on providing your customers with their preferred choice of communication through IVR, Voice, Email, Text, Fax, Web and Social Media. Watch the [...]

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Contact Center: SP – The Prescription for Effective Healthcare Communications

Enghouse Interactive raises health enterprises to new levels of communication and care with the most advanced all-IP contact center platform in the industry. Enghouse Interactive Contact Center: SP (formerly CosmoCom CosmoCall Universe) supports optimum care with a lower TCO and a more favorable ROI than any comparable system.

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