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USA Jan 27, 2022 | By LarryE
Integrate UC and CC

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.  

USA Dec 22, 2021 | By LarryE
How to Empower and Increase Agent Engagement with AI

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.

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.

UK Aug 30, 2021 | By Helen Billingham
Successfully scaling the peaks of customer service demand

Peak periods can have an outsize impact on a company’s sales and brand reputation. Relying on the flexibility of the cloud is therefore vital, ensuring that customer service scales to meet demand.

USA Jul 29, 2021 | By LarryE
Mitigate Agent, Customer, Operational and Regulatory Risk

Using the right approach will enable your organization to mitigate risk, deliver better service, protect customers and agents, and ensure that all customer contacts result in positive outcomes.

UK Jul 16, 2021 | By Helen Billingham
Your Questions Answered: Moving Your Contact Centre to the Cloud

Cloud solutions are now mature. That means moving some or all of your systems is now a much more streamlined process, with minimal disruption and risk.

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?

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