In Enghouse we follow closely the evolution of the situation caused by the global COVID-19 crisis and, as a result of it, we have adopted all necessary measures for you to be able to continue your act…
The Voice of the customer in the Contact Center An intrinsically human act, talking is an incredible skill and yet in modern times. In a world dominated by hashtags, humans can talk endlessly, but it…
Today's contact centers are increasingly complex. Now your employees need a robust combination of tools, information and support to quickly meet changing customer expectations. The efficient manage…
It is a fact that contact centers are moving into the digital age, but it is true that it could also be called the data age. The point is to know what to do with it, how to manage it intelligently. …
The transformation to the contact center of the future relies on a combination of 3 elements: Human Intelligence, artificial intelligence, and business intelligence. The business Intelligence Tool is …
One of the great challenges faced by contact centers today is to guarantee and maintain, as part of continuous improvement, the quality of service they offer and the CX of their customers. The key to …
We explain in detail the trends that will impact customer service in 2020. We identify the main weaknesses that will affect the sector, but most importantly we show you specific solutions to solve the…
Technology, over the years, has become a commodity. The key is the implementation of the most appropriate one for each business, and the alignment of it to the strategy and processes of each company. …
The digital transformation has brought new ways of relating between users and companies, thanks to the appearance of new channels. However, 85% of companies are aware that as customers become more inf…
Although only 44% of companies have adapted to the digital transformation, the interactions between companies and customers have long evolved. Information that used to be exchanged on a call or in an …
According to Gartner Group, today nearly 89% of companies are competing based on the level of customer experience they offer. This experience has become one of the critical differentiating factors of …
80% of contact center managers find the seamless consolidation of management systems a challenge. Moreover, a solution that is easy to use, not complex to implement and provides improvements such as i…