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Enghouse Interactive Blog

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

choosing on-hold music

The art of choosing the on-hold music in your Contact Centre: which one and when

By Contact Centre, Customer Experience

Music and customer experience are closely related. Rhythms have an influence on human beings’ emotions, and this makes them feel in a positive or negative way some interaction with your brand.  In fact, according to a study by the University of Groningen in 2011, music can generate a deep emotional connection with consumers. Researchers found that music can evoke specific…

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Microsoft Teams contact centres questions

5 common customer questions about Microsoft Teams contact centres

By Contact Centre, Microsoft Teams

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…

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Benefits of CCaaS

6 ways that you can reap the benefits of CCaaS

By Cloud, Contact Centre, Moving to the Cloud

Harnessing the benefits of Cloud Contact Centre as a Service (CCaaS) solutions helps customer service teams overcome a wide range of pressing challenges. They can improve the agent experience, increase productivity and efficiency, and deliver a better customer experience. If you face any of these six pain-points in your contact centre, CCaaS could well be the answer to your problems….

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Customer service within local government

Why investing in technology is essential for customer service within local government

By AI & Automation, Customer Experience, Integration, Local Government, Moving to the Cloud, Self Service

Customer service within local government remains a priority as councils aim to meet the changing needs of their citizens. However, data from the Local Government Association suggests that councils will need to spend an additional £2.6 billion per year just to maintain services at their current level of accessibility and quality. This enormous funding shortfall potentially impacts everything that local…

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utility customer service

Building empathy into utility customer service

By Call & Screen Recording, Contact Centre, Customer Experience, Knowledge Management, Quality Control & Customer Insights, Utilities, Voice of the Customer (VoC)

Utility customer service teams face multiple challenges in delivering the right experience to meet customer needs. They have to handle a growing number of increasingly complex interactions, across channels from traditional letters to social media. No wonder that the latest ContactBabel Utilities Guide finds that they are struggling in some of key areas. Average speed to answer a call is…

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IoT in customer service

The benefits of IoT in customer service

By AI & Automation, Customer Experience

Across many sectors there’s a growing understanding of the importance of the Internet of Things (IoT) in customer service. For the first time IoT-equipped smart devices are now communicating automatically, without human involvement. They are sharing real-time data on everything from power consumption to environmental information and even requests for service. For example, smart printers now message manufacturers when they…

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What is CCaaS

What is CCaaS and how does it improve customer experience?

By Contact Centre, Moving to the Cloud

With customer experience now vital to business success, organisations need to go above and beyond to ensure they are delivering on expectations. This is why more and more organisations are investing in Cloud Contact Centre as a Service (CCaaS) solutions. Globally, the CCaaS market is projected to treble in size from $4.87 billion in 2022 to $15.07 billion by 2029….

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Housing association customer service

Why housing association customer service must be all inclusive

By Contact Centre, Customer Experience, Housing, Live Video Chat, Messaging/SMS, Self Service, Video Communications

As they cater for a very wide demographic, housing association customer service must meet diverse needs, including supporting some of the most vulnerable groups in society. They also have to deliver on new Tenant Satisfaction Measures set by the regulator. This requires housing associations to become more open and engage with their tenants and their needs. Meeting diverse needs across…

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Multigenerational contact centre workforce

Tapping into the benefits of the multigenerational contact centre

By Contact Centre, Customer Experience, Hybrid Working, Training

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…

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