As consumer expectations rise, businesses are increasingly focusing on building empathy in customer service interactions. With agents handling more complex queries, building a rapport with customers is vital to reassure them, improve the experience, and better meet their needs. 1. Integrate systems to provide a comprehensive view To solve a problem agents need full access to information. However, they may…
Organisations across the world are increasingly integrating Microsoft Teams with their contact centres. By rolling out Teams they benefit from greater collaboration, improved efficiency, and the ability to elevate their omnichannel customer service. But how can businesses implement, manage, and integrate Teams with their contact centre. Enghouse Interactive, a Microsoft partner and member of the Connected Contact Centre Microsoft Teams…
A multigenerational contact centre workforce covers a wide range of age groups, all of whom have their own experiences, backgrounds, and expectations. To get the best out of their diverse skills your need to understand what makes each generation tick and provide a working environment and management style that meets their needs. The four main generations in today’s contact centre…
IT teams face a growing range of challenges, especially when it comes to implementing and managing contact centre technology. As with every department their budgets are under pressure. At the same time, they face. It takes 44 days to fill tech roles, according to LinkedIn, compared to 34 for a customer service employee. BCS research found that vacant IT positions…
Recording customer interactions is essential to improving productivity, increasing satisfaction and better understanding customer needs. That’s why it is a crucial part of contact centre operations. Delivering four key benefits: It ensures compliance and security by providing information on what was said during the interaction It enables agent evaluation, highlighting opportunities for training Companies can analyse customer satisfaction and spot…
Whatever sector you are in, greater collaboration and agility are increasingly key to success. That’s why businesses across the world are adopting Microsoft Teams in growing numbers. Providing a central hub for chat, calls, document sharing, and online meetings, Teams delivers a backbone for effective operations. Wherever staff are based. However, Teams isn’t a feature-rich customer service platform, meaning companies…
Thanks to advances in technology, we now live in an increasingly interconnected world. Consumers and companies are now happy to work with or buy from businesses based anywhere in the world. At the same time companies themselves can benefit from technology to optimise their customer service operations and provide 24×7 support through “follow the sun” models. This sees contact centres…
Since its first release in 2017, Microsoft Teams has enabled businesses to shift successfully from on-site to remote working. And now we are looking at the new post-pandemic normal of hybrid working: a combination of on-site and remote. For the first time, contact centre agents can be both remote and connected to the whole business, wherever they are. Customer journeys are becoming…
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…
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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