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Enghouse Interactive Blog

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

Guest Blog by Adrian Swinscoe Empathy is not soft, it’s hard

Empathy is not soft, it’s hard

By Customer Experience

Guest Author: Adrian Swinscoe Last year I published a new book called Punk CX. It came about due to my frustration with the lack of progress with improving customer and employee experience outcomes despite a huge amount of activity, enthusiasm and investment in the experience space. In the book I was calling for a more ‘punk’ approach to customer experience…

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6 questions to ask to ensure your Voice of Customer programme delivers results

6 questions to ask to ensure your Voice of Customer programme delivers results

By Voice of the Customer (VoC)

Providing the service that customers are looking for and meeting their increasingly demanding needs is key to business success today. Understanding exactly what customers want is therefore critical for organisations, which is why more and more are implementing or expanding Voice of the Customer (VoC) programmes. The Contact Babel Inner Circle Guide to the Voice of the Customer, sponsored by…

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Why integrating your CRM and telephony system is essential for improving customer service

Why integrating your CRM and telephony system is essential for improving customer service

By CRM, Inbound Call Centre, Outbound Call Centre

Consumers today expect a personalised service that recognises and values them, however they make contact. As part of this, they want organisations to use the information they have within their customer relationship management (CRM) software to provide a personalised experience, tailored around their buying preferences and previous interaction history when getting in touch through channels such as the phone. Equally,…

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How Microsoft Teams builds a collaborative contact centre

How Microsoft Teams builds a collaborative contact centre

By Collaboration Tools, Microsoft

In a fast-changing world, organisations need to transform how they operate, breaking down internal barriers between departments to become more agile. While this was true before the pandemic struck, the subsequent growth of digital channels and the rise of home working has made communication, collaboration and integration vital to every successful business. To power this transformation, organisations are increasingly turning…

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Optimising for Contact Centre Remote Working

Optimising for Contact Centre Remote Working

By Chatbots & AI, Remote-Working, Video Collaboration

Pandemic lockdowns forced many companies to quickly switch their customer service teams to work remotely, with very little advanced warning. While most organisations managed the transition and were able to stay operational, many only achieved this through workarounds such as cutting their hours of service, reducing the number of different contact channels, and increasing their SLAs. Now, as we move…

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The importance of self-service for greater 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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