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Customer Experience

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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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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Why consumers expect service excellence

Why consumers now expect service excellence – but won’t pay more for it

By Contact Centre, Customer Experience, Unified Communications & Collaboration

Today, good customer service has a direct impact on a company’s bottom line. 76% of consumers surveyed by Enghouse Interactive for its new research “The Changing Landscape of Customer Communications” said they would likely stop doing business with a company after just one poor experience. Essentially that’s over three-quarters of your customers you could lose – instantly – if you…

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reduce customer response times

7 top tips to reduce customer response times

By AI & Automation, Business Intelligence, Collaboration Tools, Contact Centre, Customer Experience, Inbound Call Centre, Self Service

The importance of fast, accurate answers when delivering customer service cannot be overestimated. Research shows it is the number one priority for customers to get a quick response. In fact studies show that on the phone they want a response within three minutes, while on email and social media they are unhappy if they don’t get an answer within 60…

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Customer Experience in Financial Services

Customer experience in financial services

By Contact Centre, Customer Experience, Finance & Banking

Delivering the right customer experience has always been vital in banking and financial services. This has intensified as the sector has shifted from face-to-face branch interactions to the phone and through digital channels. As customer service needs change, how are banks responding? The 2022 ContactBabel UK Contact Centre Vertical Markets: Finance report provides the answers. Sponsored by Enghouse Interactive, it…

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customer service frustration

Could you repeat that please….

By AI & Automation, Contact Centre, Customer Experience, IVR

When customers contact your organisation, they want their enquiry resolved quickly. Valuing their time and treating them with empathy is central to this. That’s why customers become irritated when asked to repeat information they have already provided after switching channels or when transferred to another agent. In fact, in a recent Enghouse survey, 53% of consumers listed having to repeat…

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Natural Language Understanding and customer service

What is Natural Language Understanding and why is it important to customer service?

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

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…

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