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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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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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Pressing the reset button to meet the service challenges ahead

By Contact Centre, Customer Experience, Hybrid Working

It has been an extraordinary and challenging eighteen months for businesses, customers and society since the Covid-19 pandemic began. The levels of resilience and adaptability we have seen have been commendable and, at times, inspirational. Certainly, customer service directors and their teams have risen to a truly demanding set of circumstances. The move to remote working; the sensitivity and empathy…

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customer service agility

Why agility is now at the heart of customer service success

By Customer Experience, Hybrid Working, Moving to the Cloud, Remote-Working, Unified Communications & Collaboration

Over the past 20 years customer service strategy and management has transformed. When contact centres were first established, most companies treated them as a cost centre. That meant the primary strategic aim was to run them as efficiently as possible. This changed as businesses (and management) realised the importance of customer service and customer experience to winning and retaining customers….

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The future of customer service for housing associations

By Housing, Hybrid Working

The ability to deliver high quality, consistent customer service is essential for housing associations. It one of the key areas that regulators evaluate when assessing providers. However, housing associations today face multiple customer service-related challenges, some intensified by the pandemic. What are these challenges and how can they be overcome? Building on our previous guest post from consultant Phil Riley…

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hybrid contact centre culture

Building a contact centre culture for hybrid success

By Contact Centre, Hybrid Working, Real-Time Speech Analytics

After a year of disruption, the ending of lockdowns and the opening up of businesses brings more change to the contact centre. Most are likely to adopt hybrid working with staff able to work flexibly either in the office or at home. This will bring new opportunities and challenges. However, the pressure is on for contact centres to adapt quickly. In recent…

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6 key trends in housing association customer service for 2021

By Chatbots & AI, Housing, Hybrid Working, Microsoft Teams, Unified Communications & Collaboration

For Housing Associations, customer service is key to success – it is essential to keep customers happy and make it very easy for them to communicate with the organisation. Previously, customer contact has often been limited to office and telephone interactions.  Coronavirus necessitated a rethink to maintain service standards and customer satisfaction whilst creating a safe working environment for staff…

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Addressing the contact centre retention crisis

By Customer Experience, Hybrid Working, Real-Time Speech Analytics

91% of contact centre staff are likely to leave their role in 2021, according to research carried out for Enghouse Interactive. And nearly half (48%) said that stress or burnout was the key reason for their decision. Given the pressures of the last year this headline figure shouldn’t be a surprise. Contact centre staff have had to deal with the…

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The importance of emotional intelligence in the contact centre

By Customer Experience, Hybrid Working, Real-Time Speech Analytics

The last twelve months have been difficult for everyone working in customer service. As we move forward with new hybrid ways of working, agents, managers and businesses will face fresh challenges. How can they successfully navigate these changes and deliver service that delights customers, while retaining and nurturing staff? The answer is to focus on emotional intelligence, as a recent…

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Supporting agent wellbeing in a hybrid working world

Supporting agent wellbeing in a hybrid working world

By Collaboration Tools, Contact Centre, Hybrid Working, Microsoft Teams, Training, Unified Communications & Collaboration

Your people are your greatest asset, and this is particularly true when it comes to the contact centre. Your agents are the frontline representatives of your company and brand and are central to delivering the service and experience that attracts and retains customers. That means that investing in ensuring their wellbeing is vital to your business. The pandemic and lockdowns…

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