Improved queue handling, flexibility and functionality seen as drivers for needed technology upgrades. The latest research by contact center industry analysts at ContactBabel has confirmed that joining multi-site contact center operations together into a single ‘virtual’ contact center in the cloud has reduced queue times and problems associated by call spikes.
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 [...]
Not very long ago, maybe even yesterday, it was reasonable to expect that your line of business applications looked something like this: Though Eric Burke’s comic pushes for the need for simplicity, within the context of business requirements, simplicity is rarely an option. While a deep investigation into why data is needed or why a [...]
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. [...]
As part of our evolution, and to create an even stronger organization that delivers the best range of interaction management solutions, all of our product brands have been united under a single, global entity, Enghouse Interactive.
Air Products Medical division helps improve the quality of life of some 325,000 respiratory patients worldwide. They chose BT NGCC as their global contact center platform for new projects or when existing solutions reach end of life. In Germany alone, legacy phone systems made it difficult and expensive to meet demands and they had no [...]
I am not a big fan of reality TV, but a new reality competition on television called “The Voice” compelled me to tune in just because of the name. It’s “hook” is that the celebrity coaches must decide whether or not to select a talent for their team based solely on what they hear. The [...]
You and your captive audience deserve better than bread and water!
If your call center is like most call centers, your customers spend some time on hold waiting for a company representative. And likely, your customer’s hold experience is similar to sitting in the dentist’s office… that bland classical music played while waiting for your turn. However, have you noticed that waiting rooms for dentist or doctor offices has changed? Now you get a television with infomercials that entertain, inform and even attempt to sell while you wait. Why don’t call centers do the same with their hold system?
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