Tag Archives: contact centre

How Do I Reduce Call Queuing Times

Customers hate waiting on hold and if the clock ticks away for too long they will quite often abandon the call before they have reached the front of the queue.  For a business,  long wait and hold times for their customer also means lost sales, bigger service issues and customers who are ready to jump [...]

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“The Robots are Coming”… but are they really Taking over the Contact Centre?

According to a recent study by researchers at Oxford University and Deloitte, about 35% of current jobs in the UK are at high risk of computerisation over the following 20 years. We are already seeing growing use of robot agents and other forms of automated technology across all areas of business and commerce – and [...]

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What do people really think of Skype for Business in the contact centre?

What do people really think of Skype for Business in the contact centre According to Unify-Squared, the world of Skype for Business is growing rapidly, looking to exceed 100 million enterprise seats by 2018, if it continues on its current growth trajectory. But is the contact centre really ready to embrace Skype for Business? In [...]

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An Introduction to PCI Compliance

Many people think PCI compliance is as simple as pausing and resuming a call recording at the time that sensitive credit card details are captured. In fact, there is much more to it than that. Payment card industry (PCI) compliance is adherence to a set of specific security standards that were developed to protect card [...]

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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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UK&I Channel Director speaks about the SME Market of CPE and Cloud based Contact centre solutions with Comms Business

Gary Bennett, UK & Ireland Sales Director speaks to Comms Business Magazine about the market of SME – CPE and Cloud based call and contact centres solutions: Are ‘in skin’ PBX solutions out of their depth in the mid-market? It’s not so much that they are out of their depth, it’s more that they limit [...]

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How do I… Make Webchat the Channel of Choice?

by Jeremy Payne International VP Marketing, Enghouse Interactive Make the Process Simple for Customers to Drive up Loyalty Levels One of the main benefits of webchat, especially for the younger, more tech-savvy generation, is that it offers them a simple, intuitive way of receiving quick answers to their queries. Businesses need to take advantage of [...]

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Do you really know which channels are important to your customers?

Being able to deliver high-quality customer service is arguably more critical to business success than ever. Our recentEnghouse Interactive survey highlighted that the public often take action as a result of the service they receive that significantly impacts a business’s brand reputation – either positively or negatively. 60% of respondents to the question, “what actions [...]

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An Outsourced Approach to Customer Service – How New Technologies are Making it Work

by Jeremy Payne, International VP Marketing, Enghouse Interactive The outsourcing market has undergone a revolution over recent years. At the start of the millennium, cost reduction was the primary driver for organisations outsourcing their business processes and nowhere was this better illustrated than in the contact centre. In the UK, there was a drive towards [...]

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EMEA Partner Programme – Investing in Our Partners. Are you one of them?

As an organisation, Enghouse Interactive is continuously growing, acquiring and being innovative with our solutions, therefore we need partners that follow the same strategy and path. This week we were pleased to announce the official launch of our new EMEA Partner Programme. The programme comprises a select group of Enghouse Interactive partners, who buy-in to the company’s strategic vision [...]

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