Not all CCaaS solutions, or vendors, are the same. We examine what to look for when picking a partner to ensure long-term success.
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.
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.
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.
While organisations are increasingly adopting Teams, they want to ensure it works effectively in their contact centre...
Contact centres increasingly needing to support remote working – increasing the need for web user interfaces (UIs).
Companies that invest in CX technology outperform their peers according to research. But where should organisations spend their budgets for best results?
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.
Recording calls and other customer service interactions is key for compliance, quality control and improving the overall experience.
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?