Enghouse Interactive

JULY 7, 2020

In our previous post, under the Helping Customers Help Themselves with Self-Service heading, we alluded to the cross-over benefits for agents that result from Teams enabled applications. Teams complements the contact center resources to help agents provide better levels of service to their customers.

Self service 52

Self service Contact Center CRM Quality management 52

Enghouse Interactive

JUNE 9, 2021

By using tools such as chatbots, biometric authentication, self-service, and natural language processing (NLP), organizations can listen to the voice of the customer (VOC) to gather first-party data and then extract the contextual information needed to complete customer profiles which are foundational to personalization (1:1 targeting).

Contact Center 97

Contact Center Self service Chatbots CRM 97

Enghouse Interactive

OCTOBER 21, 2020

That “ any desired information or service should be available on any device, whenever they need it or want it, and that it be delivered in a personalized manner. That self-service will be their first point of contact and they are willing to deal with digital assistants (chatbots, knowledge bases, voice authentication, etc.)

Self service 76

Self service Contact Center Benchmark Chatbots 76

Enghouse Interactive

JUNE 17, 2020

Simultaneously, improving collaboration will also decrease the Average Hold Times (AHT) while increasing customer-servicing capabilities, by complementing agents with “always-on” self-service capabilities that increase customer autonomy and satisfaction. Help Customers Help Themselves with Self-Service.

Interactive Voice Response 52

Interactive Voice Response Self service Abandon rate Contact Center 52

Enghouse Interactive

MAY 27, 2021

By using tools such as chatbots, biometric authentication, self-service, and natural language processing (NLP), organizations can listen to the voice of the customer (VOC) to gather first-party data and then extract the contextual information needed to complete customer profiles which are foundational to personalization (1:1 targeting).

Contact Center 52

Contact Center Self service Chatbots CRM 52

Enghouse Interactive

JULY 10, 2018

Provide simple digital self-service touch points. With the rise of rise digital technologies members are looking to self-service first. In both cases, providing simple web self-service options is in the best interests of the business and ultimately the members. Members expect simple and convenient support.

Self service 40

Self service CRM Contact Center Analytics 40

Enghouse Interactive

JUNE 11, 2021

In today’s business environment, organizations must adjust to rapidly evolving realities, quicker than ever before. To do so, organizations must quickly assess situations as they arise, anticipating emerging needs while also meeting current expectations. The Upside?

Feedback 105

Feedback Technology Customer Experience Customer Service 105

Enghouse Interactive

JULY 29, 2021

Call Recorders Can Save You from Disaster. Customer experience (CX) expectations have changed. Today, customers expect helpful, accurate, and insightful responses from empowered agents that can resolve any situation, on the first call. All this while new regulations and obligations rapidly accelerate business process change.

Scripts 96

Scripts Contact Center Benchmark CRM 96

Enghouse Interactive

JANUARY 13, 2021

AI, Teams UC and Video. . Better Together to Optimize CX. . Blog Series #1 of 4: New decade! New approach? Not necessarily…. For some, it’s more of the same, but better.

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Enghouse Interactive

OCTOBER 13, 2020

AI Makes It Possible (Blog Series). Understanding Why Transforms the Customer Experience.

Scripts 95

Scripts Interactive Voice Response Analytics Contact Center 95

Enghouse Interactive

SEPTEMBER 10, 2020

As is typical of unforeseen events of great magnitude, the pandemic has undermined all existing customer experience (CX) and Self-Service planning assumptions used by Contact Center administrators and operational management teams. Proactive Outbound Engagement + Self-Service = More Success.

Self service 52

Self service Abandon rate Contact Center First call resolution 52

Enghouse Interactive

OCTOBER 12, 2021

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Customer Experience 72

Customer Experience contact center solutions Morale Self service 72

Enghouse Interactive

OCTOBER 19, 2020

AI Makes It Possible (Blog Series). Constant Learning Improves AI Recommendations.

First call resolution 52

First call resolution Feedback Enterprise Contact Center 52

Enghouse Interactive

OCTOBER 4, 2019

Visit us at kiosk #507 to find out how. Click here for discounted tickets! Organizations with Contact Centers are in an enviable position – each and every day, they gather customer data that is constantly refreshed and upgraded. When you think about it, they are getting a steady stream of new information from an unbiased focus group.

Contact Center 40

Contact Center contact center solutions Customer Experience Marketing 40

Enghouse Interactive

SEPTEMBER 20, 2021

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contact center solutions 52

contact center solutions Self service Quality management Education 52

Enghouse Interactive

JULY 19, 2019

Key points made during the webinar: John Cray – Vice President of Product Management at Enghouse Interactive, summarized some of his observations/recommendations: Customer Feedback Cloud solutions do NOT eliminate the need for APPLICATION management (handling moves, adds and changes to queues, agents, workflow, etc.)

Cloud contact 40

Cloud contact Contact Center Service level Best practices 40

Enghouse Interactive

OCTOBER 12, 2021

Add self-service so that customers can have control of how they engage with you. Integrate a Knowledge Base into your self-service process to ensure specific help can be provided quickly via text, documents, or text-to-speech. Use Artificial Intelligence to listen to what is being said, “why”, and the “what” behind it.

Customer Experience 86

Customer Experience Self service Banking Employee engagement 86

Talkdesk

FEBRUARY 5, 2021

By having influencers or beauty consultants do their makeup on video, talk about how the products feel, mention what the ingredients of the products are and educate users on how to use the product, consumers feel engaged and included. They began sending shipping delay notification emails and are now expanding their self-service options.

Contact Center 87

Contact Center Brand ambassadors Consulting Consulting 87

Enghouse Interactive

JULY 27, 2020

Register for our webinar with Dane Smith, Enghouse Education and Training Manager, and Jacki Tessmer, VP Product Marketing. By integrating the Contact Center with Teams , organizations can significantly improve customer service levels they provide by ensuring their agents are supported with the best possible tools to meet their needs.

Contact Center 52

Contact Center Education First call resolution Cloud contact 52

ProProfs Blog

MAY 1, 2020

And, undoubtedly, a commendable customer service representative training program is able to educate and train employees in all these spheres. . At such times, it becomes important to have a crisis training program in place and educate your employees regarding the protocol, job responsibilities, and workflow, etc. Self-service.

Customer Service 128

Customer Service Customer Support Education Feedback 128

Enghouse Interactive

SEPTEMBER 20, 2021

In addition, numerous recently launched (or enhanced) Enghouse applications can be combined to create a comprehensive, high-performance, single-source solution including AI Insights, SmartQuality, Call Recording and Quality Management Suite (QMS), Analytics. Find out more.

contact center solutions 67

contact center solutions Contact Center Call flow Quality management 67

Enghouse Interactive

FEBRUARY 18, 2021

There are 3 technologies to consider adding to your customer experience environment: AI-enabled Self-Service, Sentiment Analysis, and Predictive Analytics. Providing the customer with the option of helping themselves, makes them happier and reduces issues and costs. They can be stand-alone but work best when used together.

Contact Center 56

Contact Center Analytics Self service Finance 56

Enghouse Interactive

SEPTEMBER 29, 2020

Start by using Automated Conversations – as discussed in our recent self-service blog series , an organization has many options to improve the overall experience. Source: PWC/Bains and Co. So, how best to improve the customer experience, and then, the business outcomes?

Interactive Voice Response 80

Interactive Voice Response Chatbots Self service Enterprise 80