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Enghouse Interactive Blog

A great source of information for customer experience insight, expertise, news, best practice, and more…

predictions for customer service

4 predictions for customer service in 2022

By AI & Automation, Chatbots & AI, Contact Centre, Hybrid Working, Video Communications

What changes will the contact centre see in 2022? To find out we asked a selection of Enghouse experts to look into their crystal balls. Here are some of their top predictions for customer service: 1. Making customer service more visual with video and AR Alex Black, Chief Technical Officer at Enghouse Interactive I’ll start with a recommendation. There is much…

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outsourced customer service

6 crucial factors to outsourced customer service success

By Call Billing, Cloud, Contact Centre, Knowledge Management, Real-Time Speech Analytics, Voice of the Customer (VoC)

There are multiple reasons why brands might choose to work with outsourcers to help deliver their customer service. For example, they might be a new or small firm that has yet to establish an in-house contact centre. Or they aren’t in a position to invest in one. Alternatively, they might be entering a new market where they need on-the-ground support….

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High First Contact Resolution rate

Why a high First Contact Resolution rate is vital for customer service success

By Customer Experience, Knowledge Management, Self Service

Solving any problems quickly and effectively is central to achieving high customer satisfaction levels. Consumers don’t want to be forced to make contact again to resolve an issue or have to wait for an agent to call them back with an answer. Research in the ContactBabel UK Customer Experience Decision Makers Guide 2021-22, sponsored by Enghouse Interactive, backs this up….

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Pressing the reset button to meet the service challenges ahead

By Contact Centre, Customer Experience, Hybrid Working

It has been an extraordinary and challenging eighteen months for businesses, customers and society since the Covid-19 pandemic began. The levels of resilience and adaptability we have seen have been commendable and, at times, inspirational. Certainly, customer service directors and their teams have risen to a truly demanding set of circumstances. The move to remote working; the sensitivity and empathy…

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Integrate call recording into Microsoft Teams

How to integrate contact centre call recording into Microsoft Teams

By Call & Screen Recording, Microsoft, Microsoft Teams, Quality Control & Customer Insights

As Microsoft Teams becomes a core part of the contact centre, organisations must find a way to integrate all of their existing functionality into the platform. Call recording is an essential part of this, providing compliance and quality assurance. However there are multiple approaches to call recording within Teams. So how should you go about ensuring this key piece of…

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customer service secrets from Amazon

Five key customer service secrets from Amazon

By AI & Automation, Customer Experience, Self Service

In just over 25 years, Amazon has become the world’s top online retailer. During that time, it has transformed many aspects of retail and customer service that we now take for granted. The company’s dedication to innovation and the customer experience has raised the bar for everyone. Essentially consumers now expect the same level of service and ease of doing…

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choosing a cloud-based call accounting solution

5 key considerations to choose the perfect cloud-based call accounting solution

By Call Billing, Microsoft Teams, Quality Control & Customer Insights

Call accounting software is essential for any business that needs to capture, record, and control the costs of telephone usage events. By enabling you to track what calls have been made, to what numbers and how much they have cost, it increases visibility over your network, enabling you to identify and prevent fraud, billing errors and telephone misuse. Analysing call…

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Building agility into your customer service strategy

Building agility into your customer service strategy

By Actionable Notifications, Knowledge Management, Moving to the Cloud

It currently seems that disruption is the new normal. From the impact of the pandemic to the latest supply chain issues affecting petrol stations, problems caused by external factors are growing. These can appear quickly and are difficult to foresee or plan for. To cope businesses have to build agility into their customer service strategy. This requires a more flexible…

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customer service agility

Why agility is now at the heart of customer service success

By Customer Experience, Hybrid Working, Moving to the Cloud, Remote-Working, Unified Communications & Collaboration

Over the past 20 years customer service strategy and management has transformed. When contact centres were first established, most companies treated them as a cost centre. That meant the primary strategic aim was to run them as efficiently as possible. This changed as businesses (and management) realised the importance of customer service and customer experience to winning and retaining customers….

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