Phil Robson
@PhilRobsonCX
Head in the cloud (CCaaS) but feet firmly on the ground, with over 20 years experience working in the contact centre industry. @EnghouseInterac
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Great article in @callcentrehelp. How far do our CX quality assurance practices need to change to cater for today's AI enhanced environment? Enjoy. #genAI #AI #artificialintelligence #CX #qualityassurance #contactcentre #customerexperience #automation share.engh.to/2zakt
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How to Maintain High Quality on Self-Service Channels
Find out how to adapt your QA strategy for AI and self-service, with expert insights on automation, metrics, and customer experience consistency....
Who is still using #Wallboards? @callcentrehelp examines the relevance of wallboards in today's #contactcentre. Enjoy. #CX #realtimeanalytics #customerexperience #contactcenter #CCaaS share.engh.to/y7j7k
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Have Wallboards Had Their Day?
Find out if the experts think wallboards still matter in modern contact centres, and how to make them meaningful for agents and supervisors....
Great article from @callcentrehelp. Their expert panel explores how #AI is used in the real world. Jeff Lear from @EnghouseInterac talks about the importance of uncovering conversation trends and the game change that AI brings to #IVR. #CX #contactcentre share.engh.to/nvtwj
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What Are Intelligent Contact Centres Doing Right Now?
Explore expert insights into how top contact centres are using AI and automation to personalize journeys, boost agent performance, and transform CX....
Don’t let slow service hurt your e-commerce brand. Improve #CX and #CSAT with smarter contact center solutions. Learn more now. #customerservice #contactcentre #ecommerce #contactcenter share.engh.to/bmfh7
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5 Ways to Transform E-Commerce CX with Contact Centers - Enghouse Interactive
Don’t let slow service hurt your e-commerce brand. Improve CX and CSAT with smarter contact center solutions. Learn more now....
How are you measuring success? According to @callcentrehelp latest research, First Contact Resolution (#FCR) is still king. But how do you improve this critical metric to drive all-round better service? #CX #CustomerExperience #ContactCentreExcellence share.engh.to/8w9b4
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Top Tactics to Improve First Contact Resolution (FCR)
Uncover 15 expert-backed strategies to improve First Contact Resolution (FCR) and deliver faster, higher-quality service across every customer interaction....
Interesting article in @callcentrehelp that highlights how personal experiences of #chatbots can vary drastically – from excellent to the downright terrible. Enjoy. #genAI #AI #artificialintelligence #cx #contactcentre #customerexperience #automation share.engh.to/2yx5c
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Are Chatbots the Tech We All Love to Hate?
Find out why chatbots continue to rise in popularity - despite the criticism - and explore expert insights into what makes them succeed (or fail....
The #CX decisions you make in 2025 will define the future of your #contactcentre. @cxtodaynews lists five questions for #contactcenter leaders to ask themselves so they can steer the ship in the best possible direction. #genAI #AI #CustomerExperience share.engh.to/zs9t7
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Just a moment...
Just a moment......
This month's @callcentrehelp magazine expert panel looks at the future of emotion in the #contactcentre now that #AI is here to help. Enjoy. #genAI #artificialintelligence #cx #customerexperience #contactcenter share.engh.to/m9d99
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10 Game-Changing Ways Emotion Will Shape the Future of CX
Find out how tapping into customer emotions is set to transform the future of CX and drive deeper, more meaningful customer connections....
The ethical use of AI, alongside stringent adherence to data privacy regulations, is now a critical factor when selecting a contact centre. Read more in this blog from @enghouseinterac #genAI #cx #customerexperience #contactcenter #ethicalAI share.engh.to/j3zyu
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AI in Contact Centers: Why Ethics & Privacy Matter - Enghouse Interactive
AI is transforming customer experience, but ethical risks remain. Learn how to choose a secure, compliant AI contact center partner that prioritizes trust...
Exciting news! @EnghouseInterac is one of only seven #contactcentre vendors globally to have announced integration with Microsoft's new #TeamsPhone extensibility. #MicrosoftTeams #CX #MicrosoftPartner #contactcenter #customerexperience #Teams share.engh.to/6p58v
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Enghouse Interactive Announces a New Microsoft Teams Phone Integration
Enghouse Interactive has announced support for Microsoft Teams Phone extensibility in its contact centre solutions, coinciding with Microsoft's official release....
Gartner says the only way to get a 360-degree view of the customer in the #contactcentre is by combining #QualityInsights, #ConversationalAnalytics and #VoC. @cxtodaynews talks to @EnghouseInterac who are one of the few vendors that has all the tools! share.engh.to/6qmzh
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Contact Center Trends for 2025: What's Hot and What's Not?
CX Today covers Contact Center news including Artificial Intelligence, CCaaS, CRM, Workforce Management and more....
Great article in @callcentrehelp where industry experts provide insights on how #AI can handle customer complaints effectively, from dialogue management to escalation, and when you may need a live agent. #genAI #csat #cx #contactcentre #customerexperience share.engh.to/wrrhp
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Can AI Really Handle Customer Complaints?
Discover expert insights on how AI can handle customer complaints effectively, from dialogue management to escalation, and when you may need a live agent....
Ramp up #CX with a focus on #Quality – @CXTodayNews examines how you can achieve an awesome quality assurance strategy and build better outcomes for your customers and improved support for your teams. #contactcentre #AI #customerexperience #QA share.engh.to/msgmg
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An Awesome Contact Center QA Strategy: What Does It Look Like?
CX Today covers Workforce Engagement Management news including Artificial Intelligence, Automation, Workforce Management, Workforce Optimization and more....
Nice article on how AI-powered automated agent evaluations improve efficiency, accuracy, and coaching in contact centres, replacing outdated manual methods. #AI #CX #contactcentres #agentevaluation #customerexperience share.engh.to/g8b9r
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Automated Agent Evaluations: Better Contact Centre Performance
Discover how AI-powered automated agent evaluations improve efficiency, accuracy, and coaching in contact centres, replacing outdated manual methods....
Discover the top CX tech trends for 2025 with Frost & Sullivan, including hyper-connected contact centers, AI automation, and VoC insights. #AI #CX #customerexperience #contactcentre #VoC #Insights share.engh.to/p2tzt
#AI is making waves, and business leaders are pushing internal teams to catch up. Steve Nattress from @EnghouseInterac talks to @CXTodayNews about Generative AI in the #contactcenter, covering AI fundamentals & best practices. #GenAI #customerexperience share.engh.to/67q5v
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Where Should I Start with Contact Center GenAI?
CX Today covers Contact Center news including Artificial Intelligence, Automation, CCaaS, Chatbots, Generative AI, Virtual Agent and more....
Can implementing AI features be as simple as ticking a box? It can! Read more in @cxtodaynews as Charlie Mitchell discusses the power of #GenAI in #customerservice with Carl Townley-Taylor from @enghouseinterac. #CX #contactcentre share.engh.to/4v2bw
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Conversational Analytics Is More Accessible Than Ever. Use It
CX Today covers Conversational AI news including Artificial Intelligence, Generative AI and more....
Check out the latest @enghouseinterac blog post for tips on how to calculate the return on investment that comes from running a #contactcentre on #microsoftteams #roicalculator #customerexperience #cx pbynd.co/r348s
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Measuring the Value (ROI) of a Microsoft Teams Contact Centre - Enghouse Interactive
Our objective is to provide you with tips for calculating the ROI (Return on Investment) that comes from Teams....
Developing and deploying a true omnichannel solution is critical to the success of any organisation. Join us on Wednesday 30th June at 12pm AEST for the final MSFT Teams Tech Clinic "The future of an #omnichannel #contactcentre with #microsoftteams". pbynd.co/c8tq4
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Webinar Series - Contact Centre for Microsoft Teams Tech Clinics
We are hosting a series of three technical clinics to answer any questions you may have over your contact centre migration with Microsoft Teams. ...
The Ups and Downs of Agents Working at Home. #CX #CustomerExperience #WFH #contactcentre Thanks @CXTodayNews pbynd.co/wmunc
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Are Agents Happier Working from Home? - CX Today
CX Today reports on the latest customer experience technology news from around the globe. Read similar Contact Centre news here...
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