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 How are these ideas are being superseded?

Why contact centres need to embrace omnichannel

Published on: September 17, 2021
Author: Pauline Ashenden - Demand Generation Manager

Customers are now more demanding – and want to be able to contact organisations across more and more channels. They expect to be able to swap between these channels as their needs change, meaning the contact centre has to become omnichannel.

How emotional intelligence can help you cope with Christmas

Published on: September 10, 2021
Author: Pauline Ashenden - Demand Generation Manager

In our latest guest blog, industry expert Sandra Thompson explains what Emotional Intelligence (EI) is, and how it can help your teams better deal with the Christmas rush.

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.

Which channels do consumers prefer for customer service and why?

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

With consumers using an increasing number of channels for customer service, ensuring your company has the right mix backed by the correct level of resources is becoming even harder.