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Enghouse Interactive Blog

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

Customer Journey Management

On the Path to Customer Journey Management

By Contact Centre, Customer Experience

Customers’ expectations about their experiences they get from brands has evolved greatly over the last few years. Understanding their journeys and keeping up with those expectations across every stage of the relationship are both critical to ensuring that customers have a great experience. How do brands do that? Well, by managing the customer journey, they can better understand their customers,…

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How to speed up customer service success with CCaaS

How to speed up customer service success with CCaaS

By Contact Centre, Moving to the Cloud

Contact Centre as a Service (CCaaS) technology delivers multiple benefits. The best known are the ability to drive cost savings and improve the customer experience. However, CCaaS delivers much more. Less well appreciated are the ways that its flexibility and agility allow companies to quickly access new opportunities that weren’t previously feasible. The rapid pace of change in business and…

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email customer service

Meeting changing expectations around email customer service

By AI & Automation, Email

Email customer service may not be new, but it remains popular. According to the ContactBabel UK Contact Centre Decision-Makers’ Guide, it is the most used digital channel and accounts for 16.5% of all interactions – second only to the telephone. Therefore, businesses must prioritise delivering efficient, effective customer service to cater for the people who prefer to use this channel….

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empathy in customer service

Why empathy in customer service is not enough

By Collaboration Tools, Contact Centre, CRM, Microsoft Teams, Voice of the Customer (VoC)

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…

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Customer expectations

Meeting customer expectations around service

By Contact Centre, Customer Experience, Knowledge Management, Self Service, Voice of the Customer (VoC)

When it comes to service, customer expectations are rising as they demand a better experience from organisations. Companies know it’s vital to deliver what customers want. However, understanding what will actually appeal to them can be more difficult. Demonstrating this, ContactBabel’s latest research finds that expectations vary dramatically between customer demographics. The report, Exceeding UK Customer Expectations 2023-24, which is…

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Real-time chat translation

How real-time chat translation delivers better multilanguage customer service

By Chat, Contact Centre, Customer Experience, IVR

Providing service in a customer’s preferred language is key to a great experience, that’s why embracing real-time chat translation makes this easier to achieve. Today, customers may not be confident or comfortable in the main language used within your contact centre. This could be because you are providing service to multiple countries from a single location, or to local customers…

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Tracking the right customer service metrics for contact centre success

By Contact Centre, Customer Experience

Contact centres have always measured key customer service metrics. However, given the rising importance of customer experience, the metrics used must evolve and change. This enables customer service leaders to demonstrate the value of their work, linking the contact centre to the wider organisation and its objectives. Essentially, customer service metrics are split into two main categories – operational KPIs…

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Five ways technology can transform utility telephone customer service

By Contact Centre, Customer Experience, Utilities

Customer expectations are changing dramatically when it comes to utility telephone customer service. Customers want a strong, supportive experience, particularly considering that the telephone remains the primary channel for service. Failing to deliver on these expectations can have major consequences. In fact, ContactBabel research found the utility sector is losing £448 million every year in revenue due to customers switching…

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ChatGPT in customer service

ChatGPT in customer service: what CX leaders need to know

By AI & Automation, Knowledge Management

Generative AI is currently transforming the way multiple industries operate but what will be the impact of ChatGPT in customer service? Since its launch in November 2022, OpenAI’s ChatGPT conversational AI chatbot has been used by millions of people. As well as the free version, companies can subscribe to a paid service which provides enhanced features and capabilities. The success…

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Tenant Satisfaction Measures

How are housing associations responding to Tenant Satisfaction Measures?

By AI & Automation, Contact Centre, Customer Experience, Housing, Self Service, Unified Communications & Collaboration

It’s now three months since the introduction of new Tenant Satisfaction Measures (TSMs) across social housing. They cover five areas, including the state and safety of properties, and how landlords effectively handle complaints. Housing associations must report on TSMs to the regulator, using a mix of tenant satisfaction surveys and management information. Initial indications suggest that TSMs are highlighting multiple…

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