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Enghouse Interactive Blog

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

the-state-of-uk-customer-satisfaction-in-2021

The state of UK customer satisfaction in 2021

By Chat, Contact Centre, Customer Experience, Email, Moving to the Cloud, Self Service, Voice of the Customer (VoC)

As nationwide lockdowns continue, how has COVID-19 impacted customer service in the UK – and what lessons do companies need to learn going forward? Based on a survey of 10,000 consumers, the Institute of Customer Service (ICS)’s latest UK Customer Satisfaction Index (UKCSI) provides key insights for customer service teams and signposts important trends for the future. Running since 2008, the ICS’s twice-yearly…

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4 trends to underpin future hybrid working

4 trends to underpin future hybrid working

By Chatbots & AI, Hybrid Working, Moving to the Cloud, Real-Time Speech Analytics, Self Service, Unified Communications & Collaboration

2020 was a year of profound change, with the pandemic turbocharging many existing trends such as remote working and the switch to digital channels. It has fundamentally changed how we work, especially in the customer service industry. And while current lockdowns mean most contact centres remain closed with staff working from home. So now is the time to focus on…

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choose the right contact centre solution

Essential insights for ensuring you choose the right contact centre solution

By Contact Centre, Moving to the Cloud, Unified Communications & Collaboration

Today, delivering excellent customer service is essential, which means you need the right contact centre technology in place to support your operations. Every organisation is different, so it’s important to choose the right solution for you. Making the right choice Start the process of choosing a new contact centre solution by asking three key questions: What are your business needs? Review…

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Choosing the right contact centre solution

The impact of knowledge on current customer satisfaction

By Customer Experience, Knowledge Management

Being able to deliver fast, accurate and consistent information to consumers and their queries has always been a central part of successful customer service. In the current crisis, its importance has deepened even more – knowledge is vital to delivering seamless, reassuring customer service that meets changing consumer needs. At the same time, it has never been more difficult to…

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Meeting the expectations of today’s consumers

Meeting the expectations of today’s consumers

By Business Intelligence, Contact Centre, Customer Experience, Self Service

Customer expectations are continually rising – and what is important to consumers is also changing rapidly. For example, thanks to the pandemic use of digital channels such as email, chat and social media has increased dramatically, changing the channel balance of customer service operations. Understanding what customers want – and delivering it successfully – is therefore vital to businesses. When…

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Get your contact centre fit for 2021

By Collaboration Tools, Contact Centre, Microsoft Teams, Video Collaboration

Thanks to COVID-19, 2020 was a challenging year for everyone. The pandemic led to enormous additional pressure on customer service, in two main areas: Firstly, customer needs changed dramatically. Use of digital channels increased exponentially, and consumers wanted greater reassurance and support from the organisations they dealt with. Secondly, lockdowns meant that contact centres had to switch to working remotely,…

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5 ways to eliminate hidden costs in your contact centre

5 ways to eliminate hidden costs in your contact centre

By Contact Centre, Video Collaboration, Voice of the Customer (VoC), Workforce Management

As we start 2021 it’s the perfect time to focus on resolutions for the year ahead in both our business and personal lives. So, after a challenging 2020 how can contact centre operations be improved – particularly when it comes to reducing hidden costs while still delivering great service? We’d recommend starting the year by carrying out a health check…

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Spotlight on 2020: our top 10 blog posts from the year

Spotlight on 2020: our top 10 blog posts from the year

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

It’s an understatement to say that 2020 was a year of huge change everywhere. Due to the pandemic we’ve seen major shifts in the contact centre, with existing trends such as remote working accelerating and customer needs changing dramatically. In this post, we highlight some of the key developments of last year in a review of our top blogs from…

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4 things contact centres can learn from Father Christmas

4 things contact centres can learn from Father Christmas

By Contact Centre, Customer Experience, Voice of the Customer (VoC)

As we come to the end of a dramatic and unprecedented year, everyone is looking forward to Christmas, even if current regulations mean it will be very different to normal. Thankfully, one thing that won’t change is the seasonal appearance of Father Christmas, delivering presents to millions around the world. The man in red has an unrivalled reputation for customer…

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Video and the virtual face of the contact centre

Video and the virtual face of the contact centre

By Video Collaboration, Video Communications, Video Conferencing

During the pandemic, the already rising popularity of video has accelerated. Video now plays a much larger role in our private lives as we rely on it to maintain socially distanced relationships with friends and family. It is also now central to our working day, where people are embracing video for meetings and team collaboration. Demonstrating this, the number of…

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