Blog

To optimize operations and deliver a premium customer experience, a Workforce Management (WFM) solution is a game changer for any contact center. Enghouse WFM solution specialist Mark Ligi explores the top reasons to consider adopting WFM for your contact center.

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.

How do you meet all the needs of a multigenerational contact center workforce and benefit from all of their skills and experiences?

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.

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.

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?

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

Improve your team’s performance by design. Morris Pentel look at the future of hybrid experience – what can we start to improve today?

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

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