A great source of information for customer experience insight, expertise, news, best practice, and more…
Across every industry there’s a clear link between engaged employees and business success. For example, according to Gallup organisations that have highly engaged employees are 11% more profitable and twice as likely to retain staff compared to rivals. Essentially more engaged employees are: More productive More likely to stay Less prone to absenteeism More innovative Perform better and deliver a…
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…
Today, good customer service has a direct impact on a company’s bottom line. 76% of consumers surveyed by Enghouse Interactive for its new research “The Changing Landscape of Customer Communications” said they would likely stop doing business with a company after just one poor experience. Essentially that’s over three-quarters of your customers you could lose – instantly – if you…
Harnessing digital technology is one of the top 3 priorities for Legal firms. A trend hastened by the switch to hybrid working as legal teams look to collaborate internally and engage with clients without face-to-face contact. However, while going digital is a priority, it is essential that it doesn’t impact the high levels of service quality that clients expect. In…
I was recently interviewed by Mario Martinez on his Modern Selling podcast. He shared a story about how he emailed the CEO of a company, and in an incredibly short amount of time, his phone rang, and you can guess who it was … the CEO. In a state of shock, instead of launching into the reason for the complaint email, my…
The importance of fast, accurate answers when delivering customer service cannot be overestimated. Research shows it is the number one priority for customers to get a quick response. In fact studies show that on the phone they want a response within three minutes, while on email and social media they are unhappy if they don’t get an answer within 60…
Delivering the right customer experience has always been vital in banking and financial services. This has intensified as the sector has shifted from face-to-face branch interactions to the phone and through digital channels. As customer service needs change, how are banks responding? The 2022 ContactBabel UK Contact Centre Vertical Markets: Finance report provides the answers. Sponsored by Enghouse Interactive, it…
When customers contact your organisation, they want their enquiry resolved quickly. Valuing their time and treating them with empathy is central to this. That’s why customers become irritated when asked to repeat information they have already provided after switching channels or when transferred to another agent. In fact, in a recent Enghouse survey, 53% of consumers listed having to repeat…
Artificial intelligence is an increasing part of business operations, including within the contact centre, where it can be used to power intelligent chatbots or automate existing processes (such as call wrap-ups) to increase efficiency. However, AI is a wide field with multiple techniques and technologies within it – this blog will explore how Natural Language Processing (NLP) and Natural Language…
With Mother’s Day looming in the UK (27th March) there’s still time (just) to order and dispatch your present. The event doesn’t just have a symbolic significance – it has grown to be a major sales opportunity for companies, with an estimated £1.34 billion spent in 2021 on flowers, gifts, and meals out. Given that a large number of people…
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