Effective contact centre analytics is vital to delivering efficient, high-quality customer service. However, customer service operations produce vast amounts of data. This covers everything from metrics on call length to more in-depth quality assessments of individual interactions. This data is often siloed within individual departments or software systems, adding complexity. Additionally, it can be difficult to understand or visualise by…
From 1 April 2023, housing associations must report on their performance against 22 Tenant Satisfaction Measures (TSMs). Set by the Regulator of Social Housing, these TSMs are part of the drive to ensure the sector is customer-centric and responding to the changing needs of tenants. The TSMs cover five key areas: Keeping properties in good repair Maintaining building safety Effective…
Interaction recording has become a key contact centre technology, vital for compliance, training, and quality assurance. It has evolved from its roots in call recording to provide multichannel capabilities, enabling companies to take a more holistic approach to evaluation. This includes the ability to record and compare the activity on the agent’s screen during and after a call, as well…
Call centre agents are on the customer experience frontline, representing your organisation to consumers. In an increasingly digital world, they could be the only employee that a customer actually interacts with. Being an agent is not easy. Customers are becoming more and more demanding, often upset and angry, which adds to agent pressure. These stresses can lead to agents burning…
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…
Consumer expectations are continually rising when it comes to customer service. What does this mean for contact centre priorities for the year ahead? The 2022 ContactBabel UK Contact Centre Decision-Maker’s Guide, sponsored by Enghouse Interactive, has researched current key pain points. And to help customer service teams it includes guidance on how to overcome these problems. Top of this list…
In business, data is fast becoming the new oil. While this is true across all parts of the organisation it is particularly relevant within customer service. Companies now have access to huge data volumes about their customers, the employees who interact with them, and supporting processes. Even analogue information (such as voice telephone calls), can now easily be digitised and…
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