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1:30

Carrying out effective analysis of VOC

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

1:30

Manage your personnel efficiently

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

4:00

Bringing people together

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

4:10

Active listening in the contact centre

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

1:00

White paper: Quality management as the cornerstone to customer service

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

1:10

How to ensure ROI with chatbots

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

1:00
Jun 19, 2019

Contact centre modernisation imminent for BPOs

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

0:40
May 30, 2019

eBook: Four benefits of implementing AI in debt collections

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

2:20

Enghouse Interactive sets up digital contact centre

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

0:50

Enghouse Interactive presents Presence Suite version 11.1

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

7:00

AI and the contact centre: avoid the mistakes

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.

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