In a fast-moving world, companies need to embrace proactive customer service to effectively address consumer needs. They must value customer time, minimise effort and deliver service seamlessly. How can they achieve this? Gartner’s Dynamic Customer Engagement (DCE) framework provides an answer. It aims to empower customer service to deliver the “next best action,” saving customers time while reducing unnecessary interactions…
Email customer service may not be new, but it remains popular. According to the ContactBabel UK Contact Centre Decision-Makers’ Guide, it is the most used digital channel and accounts for 16.5% of all interactions – second only to the telephone. Therefore, businesses must prioritise delivering efficient, effective customer service to cater for the people who prefer to use this channel….
Delivering the right experience to tenants is at the heart of every successful housing association. And, as customer needs change, offering more digital channels and services is crucial to both effectiveness and efficiency of their operations, as we covered in this previous blog. The benefits of AI-powered chatbots for housing associations As part of this digital shift, more and more…
It’s been another year of transformation for the contact centre industry. The pandemic continues to impact every aspect of people’s lives, forcing companies to adapt to new customer behaviours and changing working models. To help prepare for the year ahead, we’re therefore highlighting some of the key trends to watch out for through a review of our top 10 CX…
Christmas is always an extremely busy time for contact centres. However, after the disruptions of the pandemic, this Christmas is likely to bring even greater pressure. Consumers will be looking for a perfect experience to hopefully bring the year to a brighter end. Yet, supply chain issues leading to the unavailability of many products may cause frustrations, increased call volumes and unhappy customers. So how can customer service…
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…
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….
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. They don’t want 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…
Recognition is one of the most important factors in delivering excellent customer service, and one of the most often overlooked. Put simply, whatever systems and technology you have in place, your agents are on the frontline. It is their performance is what makes the difference between service that is merely adequate and an experience that drives positive feedback and long-term loyalty….
While always seen as important, customer service has traditionally been viewed as an overhead or cost to the business and not a contact centre revenue generator. Companies understand that it plays a vital role in onboarding and retaining customers, but they’ve not been able to link it to actual revenues. That meant that the major focus within the contact centre…
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