Enghouse Interactive

JUNE 11, 2021

In today’s business environment, organizations must adjust to rapidly evolving realities, quicker than ever before. To do so, organizations must quickly assess situations as they arise, anticipating emerging needs while also meeting current expectations. The Upside?

Feedback 105

Feedback Technology Customer Experience Customer Service 105

NobelBiz

FEBRUARY 22, 2023

However, mutual assistance amongst colleagues becomes more difficult when they are separated… which can result in a lengthier processing time for client requests or possibly a deterioration in the quality of the responses supplied. So, what should be done? This includes individual exchanges and discussion groups.

Gamification 52

Gamification Contact Center contact center solutions Coaching 52

NobelBiz

FEBRUARY 22, 2023

However, mutual assistance amongst colleagues becomes more difficult when they are separated… which can result in a lengthier processing time for client requests or possibly a deterioration in the quality of the responses supplied. So, what should be done? This includes individual exchanges and discussion groups.

Gamification 52

Gamification Contact Center contact center solutions Coaching 52

Enghouse Interactive

JUNE 17, 2020

Yet, even after having fully integrated Teams with an advanced omni-channel Contact Center solution, there are significant opportunities to further enhance a contact center’s ability to engage with customers. Microsoft Teams Collaboration Still Needs More Tools…Close those Gaps.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Enghouse Interactive

JULY 29, 2021

Call Recorders Can Save You from Disaster. Customer experience (CX) expectations have changed. Today, customers expect helpful, accurate, and insightful responses from empowered agents that can resolve any situation, on the first call. All this while new regulations and obligations rapidly accelerate business process change.

Scripts 97

Scripts Contact Center Benchmark CRM 97

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience.

Scripts 96

Scripts Interactive Voice Response Analytics Contact Center 96

Enghouse Interactive

OCTOBER 4, 2019

Drop by kiosk #507 and we’ll show you how Enghouse Interactive can improve your Customer Experience (CX) and help you increase your revenue generation capabilities by using the industry’s most reliable Contact Center solutions. Click here for discounted tickets!

Contact Center 40

Contact Center contact center solutions Customer Experience Marketing 40

Enghouse Interactive

JUNE 9, 2021

Today’s Privacy Regulations and Data Deprecation Requirements Diminish your Data Collection and Use Options. What to do? .

Contact Center 97

Contact Center Self service Chatbots CRM 97

Enghouse Interactive

JULY 7, 2020

Studies have shown that the use of Knowledge Base typically reduces support costs by $1-3 Million for organizations with 500+ seat contact centers, while also helping to improve Customer Satisfaction and NPS scores. Protect Your Experts with Call Recording and Quality Management.

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

OCTOBER 12, 2021

Focus on Speed, Empathy, Convenience.

Customer Experience 89

Customer Experience Self service Banking Employee engagement 89

Enghouse Interactive

SEPTEMBER 1, 2020

Register for our upcoming webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. It’s Not an Option – It’s Expected (Blog Series).

Self service 83

Self service Contact Center Chatbots First call resolution 83

Enghouse Interactive

OCTOBER 21, 2020

AI Makes It Possible (Blog Series). Key Learnings from Kate Leggett and Steve Nattress.

Self service 79

Self service Contact Center Benchmark Chatbots 79

Enghouse Interactive

SEPTEMBER 29, 2020

AI Makes It Possible (Blog Series).

Interactive Voice Response 83

Interactive Voice Response Self service Chatbots Enterprise 83

Enghouse Interactive

JUNE 24, 2021

Video Outperforms All Other Contact Center Communications Channels. With digital transformation accelerating across all industries, companies are now leveraging video-based capabilities to transform their customer experience (CX).

Contact Center 72

Contact Center Customer centricity Technology Customer Experience 72

Enghouse Interactive

OCTOBER 12, 2021

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Customer Experience 75

Customer Experience contact center solutions Morale Self service 75

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Better Together to Optimize CX. . Blog Series #1 of 4: New decade! New approach? Not necessarily…. For some, it’s more of the same, but better.

Contact Center 61

Contact Center Scripts Cloud contact Technology 61

Enghouse Interactive

FEBRUARY 18, 2021

Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes. Trends and Realities of Successful Organizations (Blog Series). Here’s how to do the right thing, right now.

Contact Center 56

Contact Center Analytics Self service Metrics 56

Enghouse Interactive

MAY 27, 2021

Today’s Privacy Regulations and Data Deprecation Requirements Diminish your Data Collection and Use Options. What to do? .

Contact Center 52

Contact Center Self service Chatbots CRM 52

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Constant Learning Improves AI Recommendations.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Enghouse Interactive

SEPTEMBER 10, 2020

Access the on-demand playback of our recent webinar “When, How and Why Customers Self-Help” with Steve Morrell, Managing Director and Principal Analyst of Contact Babel and John Cray, Vice President – Product Management, Enghouse Interactive. It’s Not an Option – It’s Expected (Blog Series).

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Enghouse Interactive

SEPTEMBER 20, 2021

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contact center solutions 52

contact center solutions Self service Quality management Education 52

Enghouse Interactive

APRIL 16, 2020

Is your business prepared for an emergency? The COVID-19 pandemic is the most recent example of why organizations of all sizes need to consider building a Business Continuity Plan.

Healthcare 41

Healthcare Contact Center Sales contact center solutions 41

Enghouse Interactive

MAY 25, 2020

Best Practices for Securing Video Calls. The transformation of business has never been more rapid, nor as uniformly focused on digital transformation as it has been with the recent pandemic. Industry experts have been touting the operational and business advantages of adopting digital technologies for years, but with limited uptake or success.

Healthcare 40

Healthcare Best practices Government Enterprise 40

Enghouse Interactive

JULY 19, 2019

Key points made during the webinar: John Cray – Vice President of Product Management at Enghouse Interactive, summarized some of his observations/recommendations: Customer Feedback Cloud solutions do NOT eliminate the need for APPLICATION management (handling moves, adds and changes to queues, agents, workflow, etc.)

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Serenova

MAY 29, 2020

A cloud contact center solution is the default choice for contact centers focused on improving customer experience, and its benefits have never been clearer than now. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents.

Best practices 83

Best practices Contact Center Interactive Voice Response Average Handle Time 83

Serenova

MAY 29, 2020

Components of an effective WFO system include: Workforce Management ( WFM ) for intelligent staffing and scheduling based on real-time forecasts and historical data. Quality Management for call center recording software and screen recording to effectively monitor, evaluate and coach agents. Smart Quality Management.

Best practices 84

Best practices Contact Center Interactive Voice Response Average Handle Time 84

Aspect

JULY 15, 2020

Contact center s see the opportunity to r educe their real estate costs, but they are not confident in the long-term success of work-from-home. On July 14, Aspect released a new version of the Aspect Workforce Optimization Suite including Workforce Management (WFM) , Quality Management (AQM) and Performance Management (APM).

contact center workforce 118

contact center workforce Contact Center Real estate Average Handle Time 118