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All Posts By

Pauline Ashenden

proactive customer service

Understanding the keys to proactive customer service success

By AI & Automation, Contact Centre, Customer Experience, Messaging/SMS

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…

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email customer service

Meeting changing expectations around email customer service

By AI & Automation, Email

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….

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chatbots for housing associations

How chatbots can transform customer service for housing associations

By Chatbots & AI, Contact Centre, Housing

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…

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Top 10 blog CX posts

Top 10 CX blog posts – learning from 2021

By Contact Centre, Customer Experience, Hybrid Working, Knowledge Management, Microsoft Teams, Moving to the Cloud, Remote-Working, Unified Communications & Collaboration

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…

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Customer service lessons inspired by Christmas

Customer service lessons inspired by 5 Christmas characters

By Contact Centre, Customer Experience

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…

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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

First Contact Resolution (FCR) is key to 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. 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…

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Recognition in Customer Service

How to drive recognition in your customer service team

By Contact Centre

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….

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contact centre as a revenue generator

3 ways to turn contact centres into revenue generators

By AI & Automation, Contact Centre, Customer Experience, Voice of the Customer (VoC)

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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