Best Practice

Migrating call accounting to the cloud? Here’s what to consider

Published on: October 15, 2021
Author: Trevor Davies, Head of Products, Enghouse Interactive

Many businesses are migrating to cloud-based unified communications solutions (such as Microsoft Teams) and want their related software, such as call accounting, to also be available in the cloud. Here are the key considerations when choosing a cloud-based call accounting solution and how to pick the perfect partner.

5 ways to make your customer service more agile and flexible

Published on: October 08, 2021
Author: Pauline Ashenden - Demand Generation Manager

From fuel shortages to freak weather events, businesses are facing a range of disruptions caused by factors outside their control. Many of these are impossible to plan for or predict. Here are five ways to ensure your contact centre can cope with unplanned disruptions...

The 4 pillars of a successful customer service strategy

Published on: October 04, 2021
Author: Pauline Ashenden - Marketing Manager

As we celebrate National Customer Service Week, it is the perfect time for senior management to focus on the area and re-evaluate their customer service strategy.

Why we need to think of the contact centre as a revenue engine

Published on: September 27, 2021
Author: Pauline Ashenden - Demand Generation Manager

In the old days, the contact centre was seen primarily as a cost centre. Managing it successfully relied on improving productivity and keeping costs low, without impacting the service that was delivered. How are these ideas are being superseded?

Moving to the cloud – 5 tips for a winning strategy

Published on: September 06, 2021
Author: Pauline Ashenden - Demand Generation Manager

More and more contact centres are recognising the benefits of adopting cloud technologies or moving their entire infrastructure into the cloud. But planning a successful cloud migration can be a challenge.

How to plan for customer service success at peak times

Published on: August 30, 2021
Author: Pauline Ashenden - Demand Generation Manager

Every sector faces peaks in demand, where delivering excellent customer service becomes even more business-critical. Being able to scale up (and down) resources to meet changing demand is therefore vital.

Understanding the benefits of moving your contact centre to the cloud

Published on: July 16, 2021
Author: Pauline Ashenden - Demand Generation Manager

Embracing the cloud delivers major benefits for contact centres in terms of efficiency and flexibility. However, many businesses still have questions about the impact that moving their operations to the cloud would have...

5 ways universities can prepare for a successful clearing

Published on: July 07, 2021
Author: Pauline Ashenden - Demand Generation Manager

Clearing is the busiest time of the year for universities and colleges. Get it right and they can fill courses and guarantee revenues. Fail to respond quickly enough to students and their questions, and they will take up offers from other institutions.

The 3 business benefits of focusing on your agents

Published on: June 25, 2021
Author: Pauline Ashenden - Demand Generation Manager

Looking after your agents has always been important to successful customer service. However, the pressures of the pandemic and remote working have brought it centre stage.