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Enghouse Interactive Blog

A great source of information for customer experience insight, expertise, news, best practice, and more…

Self-service and customer satisfaction

The importance of self-service for greater customer satisfaction

By Chatbots & AI, Self Service, Voice of the Customer (VoC)
Especially in current times, customers want the control and reassurance of being able to access information and find answers to their queries themselves, 24 hours a day, without having to wait. This means they are happy to use web or telephone self-service systems to help themselves, without needing to speak to a contact centre agent or email a company. Over…
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How UK customer experience is changing over the long-term

How UK customer experience is changing over the long-term

By Inbound Call Centre, Self Service
Everyone has felt the immediate impact of COVID-19, including those that work in customer experience. However, at the same time, the sector is transforming due to longer-term trends, which in many cases the pandemic has accelerated. The latest Contact Babel 2020-21 Customer Experience Decision-Makers’ Guide, sponsored by Enghouse Interactive, enables everyone involved in CX to track these shifts and respond…
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