Blog

How you treat the agents matters! Use the following six essential people skills steps to engage agents and make their daily work experience full of meaning and importance to the business.

Contact centre choices around technology need to reflect their specific needs. This is particularly true when it comes to the cloud.

A good web UI will be tailored to the needs of the contact center user whether it’s an agent, a supervisor or senior manager.

Companies are increasingly embracing Microsoft Teams. So, what are the best options to integrate call recording with MS Teams?

All the signs are that 2023 will be a tough year for the world in general, with recessions adding to current geopolitical turmoil and an energy crisis. Customers are already worried by rising prices and how they can make ends meet. Unfortunately, this looks likely to get worse over the next 12 months.

The Power of Moving Forward Faster - Legacy Technology Affects Client/Member Identity Authentication - It's an Impediment to Successfully Serving Your Clients, Members, and Customers. Investment Firms, Insurance Companies, and Financial Services organizations (FI for short) including Credit Unions (CU) are typically limited in their operational flexibility due to the state of their existing infrastructure, systems, and the rigid, typically manual processes they rely on. The reality is that these organizations can’t or are unwilling to replace their core systems any time soon, due to cost, proprietary technologies, or archaic data structures. A Hybrid Approach Helps Things Happen. Faster and More Efficiently.

The Power of Moving Forward Faster - Legacy Technology Affects Process Modernization - It's an Impediment to Successfully Serving Your Clients, Members, and Customers. Investment Firms, Insurance Companies, and Financial Services organizations including Credit Unions (FI for short) are typically limited in their operational flexibility due to the state of their existing infrastructure, systems, and the rigid, typically manual processes they rely on. The reality is that these organizations can’t or are unwilling to replace their core systems any time soon, due to cost, proprietary technologies, or archaic data structures. Hybrid Helps Things Happen

The Power of Moving Forward Faster - Legacy Technology is the Impediment to Successfully Serving Your Clients, Members, and Customers. Investment Firms, Insurance Companies, and Financial Services organizations including Credit Unions (FSI’s for short) are typically limited in their operational flexibility due to the state of their existing infrastructure and systems. The reality is that these organizations can’t or are unwilling to replace their core systems any time soon, due to cost, proprietary technologies, or archaic data structures. Hybrid Helps Things Happen

Benefit from integrating UC into your CC for a quick ROI. The acceleration of hybrid working has made simplifying and increasing collaboration a business-critical requirement for every organization. As we have seen across a wide range of our recent deployments, integrating Unified Communications (UC) either Enghouse UC or Microsoft Teams, with the Contact Center (CC) plays a significant role in breaking down departmental silos and enabling companies to work in a more agile and effective way.  

Technology technology can make the workplace more appealing and interesting while enhancing performance. Many technologies can improve the overall agent experience, as always, starting with the basics has proven to be the best approach.  Foundational technologies include delivering (and continuously optimizing) context-sensitive prompting in your IVR, integrating your contact center with your CRM to facilitate the development of first-party data, and implementing and enhancing knowledge management systems to improve your self-service capabilities.