Blog

Discover effective strategies to reduce inbound call volumes with advanced contact centre solutions. Explore five key features, including omnichannel support, AI-powered virtual agents, and voice-enabled IVRs, and learn how Enghouse Interactive's CCaaS can enhance operational efficiency and customer experience.

Shep Hyken, customer service and CX expert, debunks five of the most common myths and fears associated with AI and ChatGPT-type technologies related to customer service and experience.

A lack of customer control is one of the biggest gripes people have when interacting with companies. Endless call queues, long wait times for answers and confusing online information all impact their experience.

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 centre user whether it’s an agent, a supervisor or senior manager.

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.

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.

Housing associations need to be able to combine people, processes, and technology to deliver high-quality customer service to all tenants.