We have reached that time of the year– when people review the highlights of the past 12 months and preview the next 12. In customer…
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Most customer service operations are on a relentless march towards omnichannel. Although digital is the way forward, no business should roll out new digital channels…
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Customer expectations are on the rise when it comes to contact centers with customers becoming more savvy with the use of mobile technology and social…
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It’s simple. Businesses that grip on to digital transformation outperform their competitors. We invite you to register for the 1-hour Digital Transformation webinar. What will I…
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With 200 employees, a leading healthcare company implemented Enghouse Interactive’s inbound support call solutions which lead to reduced costs, increased revenue, and an improved CSAT…
Leave a CommentAccording to a recent study by researchers at Oxford University and Deloitte, about 35% of current jobs in the UK are at high risk of…
Leave a CommentOur 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…
Leave a CommentMore 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,…
Leave a CommentAfter 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…
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