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more sustainable contact centres

3 ways to make contact centres more sustainable

By Contact Centre, Hybrid Working, Self Service

Sustainability is now a key focus for both businesses and consumers as people increasingly want to protect the world around us. Improving sustainability – for example by finding ways to reduce carbon emissions – is now a clearly stated goal for many businesses, with clear targets and metrics put in place. And consumers are increasingly demanding that the companies they…

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invest in service

Organisations need to resist cost-cutting impulse and invest in the service agenda

By Contact Centre, Customer Experience

Businesses are operating in very challenging times, and conditions are likely to get even tougher. A combination of rising inflation, the escalating cost of living, geopolitical upheaval, supply chain blockages, recruitment challenges, and future Covid risks will make the second half of this year a difficult arena in which to do business. In such times, there is a natural impulse…

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Getting knowledge management right in the contact centre

Getting knowledge management right in the contact centre

By Contact Centre, Knowledge Management

Managing knowledge effectively is vital to successful customer service. It resolves customer queries while empowering agents with the information they need to work more effectively. Plus it increases overall effectiveness through faster, more consistent answers. In fact, getting knowledge management right can translate into a 50%+ increase in contact centre operational efficiency. Changing knowledge requirements Today the needs and requirements…

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B2B customer service success

Why high-quality customer service is key to B2B success

By Collaboration Tools, Contact Centre, CRM

When it comes to customer service, there’s a tendency to focus on consumers and how contact centres can best meet their needs. However, this neglects a huge part of the sector – business-to-business (B2B) customer service. Companies that provide support to other organisations using their products or services. At one end of the B2B spectrum this could be a small…

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future hybrid contact centre

From Nessie to Necessity: The case for the future hybrid contact centre

By Contact Centre, Hybrid Working, Remote-Working

In 1992 BT ran an experiment in Inverness – inventively named “the Inverness Experiment”. Eleven valiant volunteers from our contact centres (then called operator services) worked from home for a year. Far from unearthing a monster, the experiment was a success. Customer satisfaction went up, and so did employee satisfaction. However, in those days there was no broadband or WiFi,…

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Digital Local Government

Digitally delivering on customer needs in local government

By Contact Centre, Customer Experience, Local Government

Customers increasingly want to interact with their local councils digitally, rather than having to pick up the phone or visit physical offices. It saves them time and makes transactions simpler and easier to do. Embracing digital technology also provides local government with multiple benefits. It helps councils to be more efficient, thus saving money, as well as enabling them to…

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Closing the customer experience gap

Bridging the customer experience disconnect

By Chat, Customer Experience, Email, Live Video Chat, Messaging/SMS, Self Service

Understanding customer needs is central to delivering the service and experience they demand. But new research from Enghouse demonstrates a worrying disconnect between what customers actually want and what companies think they want. This customer experience gap could lead organisations to invest in the wrong areas, in turn, letting customers down and driving them into the arms of competitors. The…

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Increasing contact centre self-service benefits

Increasing the benefits of self-service in your contact centre

By Chatbots & AI, Contact Centre, IVR, Knowledge Management, Self Service

Self-service is changing, evolving from being primarily a cost reduction initiative to a revenue enhancer. No wonder then, that one of the key findings of the ContactBabel Inner Circle Guide to AI-powered Self-Service, sponsored by Enghouse Interactive, is that an overwhelming 91% of contact centres now have some form of self-service in place. The changing nature of self-service Self-service is…

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Customer Service Employee Experience

Why a positive employee experience is vital to customer service success

By Contact Centre, Customer Experience

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…

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cloud contact centre migration

The why and how of successful cloud contact centre migration

By Cloud, Contact Centre, Moving to the Cloud

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…

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