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Contact Centre

customer service quality assurance

The four challenges to quality assurance in customer service

By Agent Evaluation, Call & Screen Recording, Contact Centre, Quality Control & Customer Insights

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…

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unified agent desktop

Why contact centres need to embrace the unified agent desktop

By Contact Centre, Customer Experience

Ensuring contact centre agents have easy, fast access to the right technology systems is key to delivering a superior omnichannel customer experience. However, as contact centres have grown and evolved, increasingly agents need to flip between multiple, disparate applications when talking to customers. In fact, according to ContactBabel’s ‘The Inner Circle Guide to Agent Engagement & Empowerment’ report, in 96%…

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Microsoft Teams in the Contact Centre

Why use Microsoft Teams in the Contact Centre? + 📺

By Collaboration Tools, Contact Centre, Hybrid Working, Microsoft, Microsoft Teams, Remote-Working

As the contact centre industry evolves, there’s an increasing focus on collaboration and agility. As well as empowering agents to deliver a better, more joined-up experience. For this reason, many contact centres are turning to Microsoft Teams. Relying on its combination of productivity tools, workplace chat, video meetings, shared file storage, and application integration designed to deliver a powerful collaboration…

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Empowering customer service agents

How to empower your customer service agents

By Contact Centre, Knowledge Management, Remote-Working, Training

Whatever industry you are in, great customer service leads to success. And with more and more routine customer queries now handled through self-service and chatbots, this increases the importance of your agents dealing with the remaining, more complex questions. So how do you go engage with and empower customer service agents? That’s the theme of The UK Inner Circle Guide…

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Improve customer service with data analytics

How data and analytics can improve your customer service performance

By Agent Evaluation, Contact Centre, Customer Experience, Real-Time Speech Analytics, Voice of the Customer (VoC)

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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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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Delivering customer experience success

Delivering customer experience success in 2022

By Contact Centre, Customer Experience, Unified Communications & Collaboration

As organisations finalise their planning for 2022, what areas should they focus to deliver customer experience success? We’ve already looked at some of the key predictions for the year ahead from our experts in a recent blog. To build on this we drilled down into specific priorities and best practice shared during a recent webinar on the same theme. The…

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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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