Luke B.
Channel & Key Account Director @Enghouse Interactive
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WORK HISTORY
Channel & Key Account Director @Enghouse Interactive
Reading, GB
Enghouse Interactive is a global provider of customer engagement solutions that improve performance, drive customer interaction, enhance customer experience and increase agent productivity within the contact centre. Our platform agnostic solutions, which are scalable in deployment, size, complexity and integration, offer choice and flexibility, whatever business type or budget size.Overview of products and servicesOur customer engagement solutions enable you to “have it your way” when choosing the right solution to provide great experiences for your customers. Contact Centre: Our solutions can intelligently streamline all contact media type into a single, fully integrated solution with omnichannel queuing and skills based routing, to ensure customers are served first time, every time. Self-service: Our Chatbots & AI, Knowledge Management and IVR applications help reduce traffic to the contact centre and enable customers to self-serve. Quality Control: To optimise business performance we offer a choice of quality management tools covering call recording and screen capture, vocal coaching, voice of the customer and business intelligence. Video Conferencing: VidyoCloud is the world’s highest quality video interaction platform. It powers enterprise collaboration, customer and patient engagement, and embedded video.
EDUCATION
University of Bedfordshire
BSc (Hons), Computer Science And Software Engineering
ABOUT LUKE B.
Wouldn’t it be great if every customer reached the right person, with the right information, and had their enquiry resolved first time, every time? Today’s reality:Customers expect seamless, 24/7 service on their channel of choice. Fail to meet these expectations, and they’ll leave – churn, bad reviews and no recomendations.Are you facing these challenges? Underperforming contact centre? KPIs slipping? High agent attrition? Rising customer churn? Damaging brand reputation?Left unchecked, these problems cost more than just revenue—they erode trust and loyalty.How I Can HelpI specialise in customer interaction & quality management for contact centres, helping businesses: Reduce costs while improving efficiency Increase customer & agent satisfaction Gain real-time operational insights Improve First Contact Resolution (FCR) Balance self-service with human support Let’s talk! Connect or DM me—I’d love to help. Not ready yet? Check out valuable CX insights & resources here: https://enghouseinteractive.co.uk/resourcesA Bit About Me Father of identical twins🧗 Rock climber & snowboarder Tech enthusiast & foodie Always up for a great beer Missing the occasional round of golfI regularly share contact centre & CX insights—let’s connect and start the conversation! l••••••••@enghouse.com +44••••••••94
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