Best Practice

6 attributes to look for in your CCaaS provider

Published on: November 03, 2023
Author: Pauline Ashenden - Demand Generation Manager

Not all CCaaS solutions, or vendors, are the same. We examine what to look for when picking a partner to ensure long-term success.

Improve the agent experience with the right technology

Published on: October 13, 2023
Author: Pauline Ashenden - Demand Generation Manager

Not only is improving the agent experience in the contact centre good for agents, it’s also good for business. Our latest blog covers the role of technology in making the agent experience better.

Use Dynamic Customer Engagement to deliver proactive customer service

Published on: September 21, 2023
Author: Pauline Ashenden - Demand Generation Manager

Gartner’s Dynamic Customer Engagement (DCE) framework helps companies provide more proactive customer service. Our latest blog discusses DCE in-depth and how it benefits customers time while increasing efficiency.

Getting the most from email customer service

Published on: August 24, 2023
Author: Pauline Ashenden - Demand Generation Manager

Email customer service remains popular among businesses and their customers. In our latest blog we share key tips to help customer service teams optimise and get the most from the email channel.

Tactics to improve the contact centre experience

Published on: March 17, 2023
Author: Pauline Ashenden - Demand Generation Manager

Companies that invest in CX technology outperform their peers according to research. But where should organisations spend their budgets for best results?

Overcoming the challenges to effective interaction recording

Published on: February 17, 2023
Author: Pauline Ashenden - Demand Generation Manager

Call recording has moved far beyond its roots in the voice channel to deliver quality assurance a nd insights around every type of interaction. Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome. Read the full article on our parent company Enghouse Interactive’s site.

2022 highlights from our customer service blog

Published on: January 06, 2023
Author: Pauline Ashenden - Demand Generation Manager

2023 promises to be a challenging year economically, directly impact customer service teams. What can we learn from 2022 as we set out strategies for the year ahead?

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