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 [...]
In the past ten years, SMS messaging has grown from a mere curiosity to something most everyone is involved in. Recent media and legislative attention has been paid to this issue and the truth is more people are using text as their preferred method of communication than ever before, even while driving down the road. [...]
The New Year often inspires us to start fresh, reassess and refocus, or reboot. Lists of resolutions abound! As it usually trends, many businesses use the new calendar (or fiscal) year to build a resolution list of their own. The common denominators on these lists often include worthwhile objectives to be more efficient, provide higher levels of service, and build stronger business relationships.
The good news is that a great number of companies in several industries may be closer to achieving their goals than they realize. Some companies have the solution already in-house!
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 [...]
In an effort to optimize the customer experience, Metro Bank chose to implement Syntellect Communications Portal (SCP) as their interactive voice response (IVR) platform. As a start-up organization, Metro Bank sought a solution that supports strong authentication technologies, and that would flexibly scale with their business needs.
Enabling the University of Wolverhampton to Deliver Exceptional Customer Service The University of Wolverhampton, located across the West Midlands and Shorpshire in the United Kingdom, has eight academic schools and cross-disciplinary research centers and institutes. As a place of knowledge and innovation, the University plays a critical role in the region’s economic and cultural development. [...]
With more than 40 million subscribers on its GSM network, Smart Communications, Inc. (SMART) is the Philippines’ leading wireless service provider. SMART fully upgraded their 1,200 seat multi-site customer contact center from a collection of legacy technologies that were no longer meeting their business needs to a CosmoCom-powered next generation contact center solution delivered by ePLDT – Unified Contact Center Plus (UCCP).
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