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Oct 13, 2023 | By Helen Billingham
How technology can improve the agent experience

Providing a high-quality agent experience benefits both contact center employees and the businesses they work for. Engaged agents provide better service to customers, are more productive and less likely to leave.

Aug 17, 2023 | By Helen Billingham
Why empathy in customer service is not enough

As consumer expectations rise, businesses are increasingly focusing on building empathy in customer service interactions. With agents handling more complex queries, building a rapport with customers is vital to reassure them, improve the experience, and better meet their needs.

USA Oct 27, 2021 | By LarryE
How to Understand Your Customers To Better Engage with Them

From digital natives to boomers. Anyone with a cell phone and an app, everyone expects more. Customers expect their time to be valued and that any interaction they have with your organization is efficient, leading them to their desired outcome. They also expect to be treated in a highly personalized manner.

USA Oct 12, 2021 | By LarryE
Delivering Better Customer Experiences (CX)

For organizations to improve their overall customer experience (CX), they must focus on how they engage with their customers, by listening understanding, and acting on what customers are telling you, and by ensuring that you’re providing your staff (front-line, back-office, and support) with the tools they need act efficiently and effectively.

USA Sep 20, 2021 | By LarryE
Enghouse UC
USA Sep 3, 2021 | By LarryE
Unified Communications

Unified Communications. Contact Center Solutions. Delivered from the cloud “as a Service”… enabling you to use these capabilities together across your organization as required, with the maximum amount of operational flexibility and security possible.

USA Jul 7, 2021 | By LarryE
AI-Enabled Agent Assessment

Contact Center call volumes are increasing exponentially, resulting in supervisors dealing with agent assessments on more of an exception basis than as a normal course of business. While expectations are that all agents will adhere to call scripts, manage conflicts, and comply with regulations while treating customers with empathy. How do you make sure?

USA Jun 24, 2021 | By LarryE
Video – See What You’ve Been Hearing

Integrating video will accelerate the transformation of your contact center into a powerful revenue generator.

USA Jun 11, 2021 | By LarryE
AI – Delivers The Benefits of a Complete Picture

Insightful, accurate, and comprehensive CX insights will drive greater loyalty, lower churn rates and increase revenues,

USA May 28, 2021 | By LarryE
First-Party Data is Generated by your Contact Center

Adding first-party data to your CRM, the information can be effectively utilized by all areas enabling personalized communications.

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