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Enghouse Interactive Blog

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

5 top tips for successful call monitoring

By AI & Automation, Call & Screen Recording, Real-Time Speech Analytics

An effective call recording or call monitoring system is essential for today’s contact centre. Not only does it help organisations meet regulatory compliance obligations, but it can also assist in dispute resolution and has an important role to play in improving call centre performance. It can be used to extract actionable insights from conversations and to reward good performance, or…

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4 tips for successfully reducing high contact volumes and increasing customer satisfaction

4 tips for successfully reducing high contact volumes and increasing customer satisfaction

By AI & Automation, Chatbots & AI, Customer Experience, Knowledge Management, Self Service

Customer experience has never been more important. Customer service teams are under increased pressure to deliver the right answers to a growing volume of calls, across a wider range of topics than ever before. For example, over half of respondents to the latest ContactBabel UK Contact Centre Decision Maker’s Guide 2020-21 said that calls had increased due to the pandemic. When you…

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How collaboration tools are delivering contact centre benefits

How collaboration tools are delivering contact centre benefits

By Collaboration Tools, Enterprise, Microsoft Teams, Service Provider, Small/Medium Business, Unified Communications & Collaboration

The last twelve months have seen a major acceleration in the use of collaboration and communication tools across businesses thanks to the pandemic and the rise of home working. These tools enable employees to work together seamlessly and access the information they need to do their jobs, wherever they are based. At a time of increased focus on customer service,…

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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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5 areas where Microsoft Teams delivers ROI in your contact centre

5 areas where Microsoft Teams delivers ROI in your contact centre

By Collaboration Tools, Contact Centre, Microsoft, Microsoft Teams, Unified Communications & Collaboration, Video Collaboration

Over last year we’ve seen tremendous growth in Microsoft Teams, with the number of daily users nearly trebling to 115 million between March and October 2020 alone. Extending Teams into the contact centre has the potential to deliver major benefits in terms of agility, collaboration and communication. However, to justify rolling out any new platform or technology, it’s important to quantify…

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Guest Author Dr Nicola J. Millard

The times they are a changing: how customers and agents are responding to the pandemic one year on

By Contact Centre, Customer Experience

“The times they are a changing”…according to Bob Dylan anyway. It is fair to say that the past year has been an odd one. We’ve been socialising over video rather than down at the pub, our living room has become our office, and we’ve been increasingly shopping online because physical stores have been shut. But has the pandemic fundamentally changed…

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Delivering the right service to today’s more demanding customers

Delivering the right service to today’s more demanding customers

By Contact Centre, Customer Experience, Platforms, Real-Time Speech Analytics

Customer needs are always changing, while expectations are constantly rising. For example, the questions customers ask are growing in complexity and come through a widening choice of channels – while answers have to be delivered faster at the same time. Being customer-centric is essential to success – and it starts with the contact centre. So, what exactly do customers want…

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How Microsoft Teams underpins hybrid working

How Microsoft Teams underpins hybrid working

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

The last year has seen unparalleled change in the contact centre, with the acceleration of remote working due to the pandemic and lockdowns. As the world continues to change and moves to more hybrid, collaborative ways of working, how can organisations ensure they are ready to better serve customers – and support their staff? This hybrid future was the theme…

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How AI-powered knowledge management drives customer service success

How AI-powered knowledge management drives customer service success

By AI & Automation, Chatbots & AI, Contact Centre, Knowledge Management, Self Service

Accurate, up-to-date knowledge is at the heart of delivering the highest levels of customer service. Giving your agents easy access to the right information when they are answering customer calls, emails and chat sessions is vital to efficiently providing responses and boosting satisfaction. And if you invest in a single, centralised knowledge base that spans all your channels, you can…

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