6 attributes to look for in your CCaaS provider
Published on: November 03, 2023
Not all CCaaS solutions, or vendors, are the same. We examine what to look for when picking a partner to ensure long-term success.
Best Practice
Improve the agent experience with the right technology
Published on: October 13, 2023
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
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
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.
Answering your questions about Microsoft Teams and the contact centre
Published on: June 16, 2023
While organisations are increasingly adopting Teams, they want to ensure it works effectively in their contact centre...
Let your employees work from anywhere with a web UI
Published on: April 14, 2023
Contact centres increasingly needing to support remote working – increasing the need for web user interfaces (UIs).
Tactics to improve the contact centre experience
Published on: March 17, 2023
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
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.
Understanding the options for call recording in Microsoft Teams
Published on: January 13, 2023
Recording calls and other customer service interactions is key for compliance, quality control and improving the overall experience.
2022 highlights from our customer service blog
Published on: January 06, 2023
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?