Tag Archives: customer experience

Unified Communications and the Contact Center – Better Together

Enterprises tend to take a silo-based approach to operations, and technology vendors aren’t much different when it comes to their offerings. Unified Communications (UC) evolved out of the PBX market, so not surprisingly, these solutions were telephony-centric. Things have certainly progressed, but today’s UC is still built around the needs of employees as end users [...]

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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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“GOING FOR GOLD” – Enghouse Interactive and Olympic Gold Medalist Rower, Ben Hunt-Davis share Best Practices for enhancing customer service performance by “Making the boat go faster”

This time of year, you take time to reflect and consider what strategies you can put in place to achieve your goals. Enghouse Interactive were privileged to explore business goals with sporting legend and Olympic Gold Medalist, Ben Hunt-Davis. Following a series of disappointments, Hunt-Davis and the rest of the GB team realised that their [...]

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4 Best Practices for Peak-Volume Customer Experience Management — Part II

Our previous blog post provided two of the four best practices for peak-volume customer experience management where we explained that when customer complaints, questions or other issues spike, the situation doesn’t have to drain the quality from your customer experience. Here we address two additional best practices of critical importance to contact centers that will [...]

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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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How to Get the Response Right When Providing Customer Support via Social Media

Social media can be a blessing or a curse, providing instant access to customers, a way to reach them on their own terms, and offering them a platform to complain can be challenging. Getting social media interaction right is not easy and many companies have learned that the hard way. So, what represents best practice [...]

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IVR: Shaping the Future of Self-Service

Self-service channels, namely interactive voice response (IVR), have revolutionized the contact center world by allowing consumers to quickly resolve basic inquiries on their own. This technology is deemed a contact-center mainstay for a variety of reasons, including the ability to handle larger quantities of customers and slash costs. However, business value aside, consumer behavior has [...]

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12 Holiday-Service Headaches

The customer service industry is no stranger to everyday hassles, and for most, the holidays can bring even more headaches. While other organizations may be merry and bright during the holiday season, is this jingle on repeat in your contact center? The Bright Side There’s no need to feel like the Grinch stole all the [...]

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Season’s Greetings from Enghouse Interactive

As the year draws to a close, we wanted to take this opportunity to extend our best wishes for a very happy holiday and a New Year filled with health, happiness and spectacular success. In the New Year, we look forward to continuing to provide exceptional solutions to help you deliver memorable customer experiences.

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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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