Tag Archives: Enghouse Interactive

What’s Next with Cloud Contact Centres?

Like many other sectors, the contact centre market has been hugely changed by the emergence of cloud. In the last few years, this has become a central part of how many companies conduct their operations, and it’s a trend that’s only set to continue in the coming years. So what’s next for Cloud Contact Centres? [...]

Continue Reading

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 [...]

Continue Reading

“Weathering the Storm” – How Contact Centres Can Protect Themselves

In Britain, we spend an unhealthy amount of time discussing the weather, but the horrendous storms of the past few months have wreaked havoc across the UK and the disastrous consequences are rightly dominating the headlines. The storms forced many people to abandon their homes and latest estimates suggest that it will be the wettest [...]

Continue Reading

“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 [...]

Continue Reading

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 [...]

Continue Reading

A Quick Glance Back at 2014

It’s finally that fun time where we all get the opportunity to reflect on the past year (and marvel at how quickly it manages to fly by!)—accomplishments, trying times, and everything in between. Your contact center year-in-review, rewind, look back, or however you choose to refer to it is just as vitally important. After all, [...]

Continue Reading

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 [...]

Continue Reading

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.

Continue Reading

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 [...]

Continue Reading

Why There’s Still a Place for Personal Service in the “Age of Interruption”

It was American author and columnist, Thomas Friedman who first popularised the phrase, ‘The Age of Interruption’. It’s a term that still resonates with many senior executives working in a world dominated by digital technology, where doing battle with a continuous stream of emails, instant messages and mobile phone calls has become a daily fact [...]

Continue Reading