Harnessing the benefits of Cloud Contact Centre as a Service (CCaaS) solutions helps customer service teams overcome a wide range of pressing challenges. They can improve the agent experience, increase productivity and efficiency, and deliver a better customer experience. If you face any of these six pain-points in your contact centre, CCaaS could well be the answer to your problems….
Over 70% of contact centres now use the cloud in some form, up from 52% in 2018. This growth is one of the headline findings of the ContactBabel Inner Circle Guide to Cloud-Based Contact Centre Solutions, sponsored by Enghouse Interactive. Cloud contact centre questions As cloud usage deepens, companies are now looking to take the next steps on their cloud…
As businesses adapt to a fast-changing world, they are increasingly moving key parts of the contact centre to the cloud. This shift accelerated during the pandemic lockdowns: with offices suddenly closing, companies were forced to move to home working. Cloud-enabled systems allowed them to continue operating seamlessly. Now, post-pandemic this trend is continuing with contact centres using the cloud to…
There are multiple reasons why brands might choose to work with outsourcers to help deliver their customer service. For example, they might be a new or small firm that has yet to establish an in-house contact centre. Or they aren’t in a position to invest in one. Alternatively, they might be entering a new market where they need on-the-ground support….
The trend for contact centres to embrace the cloud is accelerating as businesses see the benefits of greater efficiency, scalability, and flexibility. In our previous post we answered some of the most common questions about migrating your contact centre to the cloud. Now, we’re going to explore five useful tips to ensure your migration runs smoothly, while also delving into the key capabilities…
A growing number of organisations are moving their contact centre infrastructure to the cloud. Across a whole range of industries, from housing and local government to retail and financial services, they are benefiting from greater flexibility and increased cost-effectiveness. However, many organisations still have questions about whether they should move their contact centre to the cloud. In this blog we therefore…
Driven primarily by the impact of the pandemic, 2020 has been a year of dramatic change in the way contact centres are run. We’ve seen the kind of evolution that you might expect to happen gradually over 5 years compressed into 5 months, as companies were forced to embrace remote working for the majority of their employees overnight. The positive…
This year, thanks to the coronavirus pandemic, Black Friday is even more challenging than normal. This means there’s likely to be a greater impact on contact centres during Black Friday. For example, the increase in online sales will lead to an even greater spike in calls and emails about deals. All of which will require fast responses. And of course,…
© 2023 Enghouse Interactive. All Rights Reserved. Various trademarks held by their respective owners.
