According to some studies, the voice of the customer is a key pillar in the strategy of 85% of companies.

Integrating workforce management with an omni-channel contact centre, such as Presence Suite All-in-One, allows for efficient planning and management of personnel.

Microsoft Teams and other collaboration tools are transforming customer service, says Helen Billingham, EMEA marketing manager at Enghouse Interactive.

Active listening can improve job effectiveness for agents, customer satisfaction and first contact resolution, says Niels Richthof, product manager at Enghouse Interactive.

Enghouse Interactive outlines the benefits of an effective quality management tool.

Transforming contact centres is essential to improving the customer experience.

Companies must learn how to optimise the customer journey and improve customer satisfaction rates to increase ROI, says Enghouse Interactive.

Why is the transformation of the contact centre an opportunity for business process outsourcing providers? 

Artificial intelligence optimises decision-making so contacting debtors and management of negotiators is more effective.

The company is pioneering automated customer experience interactions on digital channels by using bots programmed with artificial intelligence.

Presence Suite 11.1 incorporates new features and integrations with other products from the Enghouse Interactive portfolio.

Just like a human, a robot needs to have access to the latest relevant knowledge and information to do its best job, says Enghouse Interactive.