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Articles/ Top Tips Sponsored Reports Surveys Whitepapers

Enghouse Interactive’s Top Tips / Articles

Top Tips: Customer Experience

Whitepaper / Artikel

Can Contact Centres Benefit from ‘Skype for Business’?

The adoption of collaboration tools within many enterprises has created a revolution that’s driving a new age of customer service.  This revolution is shifting to an evolution as businesses seek to extract added value from services such as Microsoft Lync and now Skype for Business.  These changes are impacting how businesses approach unified communications as they embrace omnichannel customer interaction.

Top Tips: Unified Communications

Whitepaper / Artikel

UC doesn’t mean a U-turn in your Customer Communications

UC technology has made a transition as organisations first use applications like Microsoft Lync, Cisco Jabber internally to check presence and route calls. Realising this new methodology could also support external communications, enabling them to quickly route customers to the individual best placed to respond. Here are our top tips on how businesses can make the most of the approach.

Top Tips: Customer Experience

Whitepaper / Artikel

Emotional Intelligence in the age of interruption Most people are looking for effortless customer service. This is being driven at least in part by the need for speed. If people are interrupted multiple times during a day, they will increasingly want and need to get their own issues and concerns rapidly resolved. We discover more about emotional intelligence in the age of continuous interruption.

Top Tips: Customer Experience

Whitepaper / Artikel

Are you giving your customers, an easy life ?

Read our top tips to see how to make your services as easy as possible for your customers to deal with your organisation. It’s an important lesson for businesses to learn as 60% of respondents to recent survey said they had never done business with a brand again as a result of poor customer service.

Top Tips: Customer Experience

Whitepaper / Artikel

Get in shape – Put Your Contact Centre on Diet

Many customer-facing organisations, wrestling with the aftermath of the festive splurge, and are looking to get into shape to deal with new services, products. Now is the perfect time to put in place a new fitness regime. But it’s not always easy. Here are some simple steps you can take to shed the bad habits and get your contact centre fighting fit

Top Tips: Customer Experience

Whitepaper / Artikel

Be proactive with your customers

We are now seeing a growing number of businesses learning lessons and achieving excellent results by adopting a proactive approach to customer service. So how are successful businesses going about being proactive today? Here are some top tips to keep you on the front foot as you look to deliver effortless customer service. Take a look at our top tips with real practicals examples.

Article: Unified Communications

Whitepaper / Artikel

Age of Interruption

With the world being dominated by digital technology where doing battle with a continuous stream of emails, instant messages and mobile phone calls has become a daily fact of life this is resulting in the “Age of Interruption” whereby workers are becoming “skimmers”, is this the same case when talking to your customers? Read our article to learn more.

Article: Customer Experience

Whitepaper / Artikel

The New Age of Polarised Customer Service

We are entering a new age of customer service, characterised by a stark generational divide in consumer likes and dislikes. This polarisation around age is the overriding lesson is that a one-size-fits-all approach no longer works in today’s complex market. Read our article to learn more

Article: Customer Experience

Whitepaper / Artikel

How to optimise customer access

Intelligently providing your customers with a choice of channels through which to communicate, based upon the nature of their need, can deliver a more efficient, lower effort experience and will differentiate your service from that of your competitors. Read our article to learn more

Article: Customer Experience

Whitepaper / Artikel

How can businesses deliver true self-service without damaging customer experience?

All that every customer wants is a quick and accurate answer to their question. Most don’t mind how they receive it. Yet, the days when organisations were advised to bury their contact details deep in their website so that customers had no alternative but to take the self-service option are well and truly over. Read our article to learn how to make your customers work for you.

Whitepapers/ Guides

Whitepapers: Customer Experience

Whitepaper / Artikel

Are you listening to your customers and agents? Traditionally, you build an approach around measuring statistics related to call handling from call volumes to call answer time; average call handle time; abandonment rates and queue time, for example. However, there are clearly some significant limitations with this approach to quality of the service and performance. Read our whitepaper to learn a new approach.

Whitepaper: Unified Communications

Whitepaper / Artikel

The Connected Enterprise It’s a balancing act but for many companies today, the potential benefits outweigh the perceived risks, especially as UC platforms can be the catalyst that helps make the connected enterprise a reality. So, how can businesses start to put in place the building blocks of the connected enterprise by using unified communications technology together with the latest customer interaction technology? View some top tips to avoid the pitfalls and capitalise on the opportunities of a connected enterprise.

Whitepaper: Qualität im Kundenservice

Whitepaper / Artikel

Wie nehmen Konsumenten den Service von Unternehmen wahr und welche Kriterien sind ihnen wirklich wichtig? Wie lässt sich Qualität definieren und bestmöglicher Service garantieren? Antworten auf diese Kernfragen gibt eine bundesweite Repräsentativbefragung die Enghouse Anfang des Jahres zum Thema „Qualität im Kundenservice“ in Auftrag gegeben hat. In unserem Whitepaper stellen wir Ihnen die Ergebnisse dieser Studie vor und behandeln dabei Themen wie Top-of-Mind Anforderungen und Zufriedenheit mit dem Kundenservice, Präferenz von Kommunikationskanälen, Servicequalität und ihre Auswirkungen auf die Kundenbeziehung, Akzeptanz von Self-Service-Angeboten, Rolle von Social Media und Datenschutz Aspekte.

Whitepapers: Customer Experience

Whitepaper / Artikel

The Evolution of the Contact Centre Over the past few years we have seen dramatic changes in the relationship between corporate business and customer. Download our whitepaper to help make the right choices in a rapidly changing world.

Whitepaper: Unified Communications

Whitepaper / Artikel

Building a Business Case for Cloud Contact Centres This white paper takes a look at the issues businesses face in enhancing customer interactions and optimising their customer  service; examines the on-going move away from physical contact centres towards a more virtual approach and explores the elements of building a business case for cloud.

Whitepaper: Customer Experience

Whitepaper / Artikel

How to Build A Customer Centric Enterprise Customers are the lifeblood of your organisation and should be at the heart of everything your employees do and should not solely be the concern of those in the front line of your organisation.  It’s only when every employee defines their actions by the impact they have on the customer experience, can you consider yourself a truly Customer Centric Enterprise. Read our article to becoming a truly Customer Centric Enterprise.

Sponsored Report:  Contact Centres

Branchenbericht

Contact Babel: UK Inner Circle to Multichannel Customer Contact Enghouse Interactive has partnered with ContactBabel to bring you the UK Inner Circle Guide to Multichannel Customer Contact. We hope that this guide will answer any questions you may have about the major issues affecting the contact centre industry and future multichannel strategy.

Sponsored Report: Contact Centre

Branchenbericht

IQPC – Omni-Channel Report Organisations believe „omni-channel“ is the correct approach to customer engagement, but many of those businesses find themselves grappling with less aspirational requirements of „multi-channel.Take a look at Call Center IQ: Executive Report on the Omni-Channel Customer Experience.

Sponsored Report: Contact Centres

Branchenbericht

Contact Babel: UK Contact Centre Decision Makers Guide Enghouse Interactive has partnered with ContactBabel to bring you the 2014 UK Contact Centre Decision Makers‘ Guide. We hope that this guide will answer any questions you may have about the major issues affecting the contact centre industry and future customer strategy.

Sponsored Report:  Unified Communications

Branchenbericht

Contact Babel: The Inner Circle Guide to Self Service Guide Enghouse Interactive are pleased to be a key sponsor of the Inner Circle Guide to Self Service 2014. Within this definitive analyst study of how intelligent automated service – via IVR, speech, virtual agents, mobile and social channels – fits into the customer contact mix.

Enghouse Interactive Surveys

Survey: Customer Experience

Branchenbericht

Consumer Survey Report: Covering all bases Enghouse Interactive has run a Consumer survey to over 2000 people across different age ranges to identify the trends on consumer’s thoughts on customer experience. Download the free survey to learn the findings.