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Rewind: Our Top 10 Blogs of 2023

2023 was a year of change for contact centres. On one hand, they had to meet evolving customer needs at a time of economic uncertainty. Equally, they were able to embrace innovative technology, such as the cloud and AI, to improve performance. To provide a review of the year, we’ve collected our top blogs from 2023, highlighting key trends that will drive needs in 2024.

1. What is CCaaS and how does it improve customer experience?

Cloud Contact Centre as a Service (CCaaS) solutions enable organisations to handle all customer interactions through a single, cloud-based platform. This increases flexibility, agility and makes it easier for contact centres to innovate and increase channel choice. Our blog outlines their benefits, underlining why the CCaaS market is projected to triple in size by 2029.

2. Improving the agent experience with technology

A high-quality experience benefits both agents and the business. Not only does it result in staff providing a better service, but it also means they’re more productive and less likely to leave. While people, processes, and culture all have an influence, our post focuses on how technology can improve the agent experience.

3. 5 common questions about Microsoft Teams contact centres

Microsoft Teams helps improve collaboration and efficiency in the contact centre. To maximise its benefits, you need an in-depth understanding of how to implement, manage, and integrate Teams with your overall contact centre infrastructure. Our blog answers real-world technical questions around deploying and getting the most out of Teams.

4. 10 attributes of a great customer service leader

Strong contact centre leadership is essential at all levels, from senior managers to supervisors. Armed with the right skills, great leaders motivate staff and optimise customer service performance. Our blog highlights ten key traits that help overcome the challenges that contact centres face today.

5. Cloud vs on-premise. Why it is all about choice.

While the last few years have seen a steady increase in Contact Centre as a Service (CCaaS) deployments, the cloud isn’t necessarily right for everyone. The choice of whether to move to the cloud is closely tied to the specific needs and goals of individual businesses. In our post we explain the main reasons why some contact centres choose to stay on-premise.

6. Why cutting contact centre budgets is a false economy

As we head into 2024, continuing difficult economic circumstances will put pressure on businesses to freeze or reduce contact centre spending. However, research from Forrester suggests that scaling back customer experience investment loses millions of pounds in revenue. Building on this, our blog outlines four foundational activities that should be the main focus of customer service budgets.

7. Tracking the right metrics for customer service success

Measuring customer service performance is essential to demonstrate value and ROI, and to link the contact centre to wider organisational objectives. However, with a bewildering array of metrics to choose from, which should you adopt? Our in-depth post provides an introduction to the different ways of evaluating performance, outlining their benefits and explaining why you need to take a balanced approach.

8. How real-time chat translation delivers better multilanguage customer service

Providing service in a customer’s preferred language is key to a great experience. However, delivering on this can be difficult, particularly with less common languages. Innovative AI-based solutions help automate multilanguage support, providing seamless real-time communication. Our blog outlines the benefits of real-time chat translation to both customers and agents.

9. ChatGPT and customer service

ChatGPT and generative AI is expected to transform operations across organisations. But what does it mean for customer service? At Enghouse we have been working with generative AI since 2019 – based on our experience, this post highlights four immediate areas where ChatGPT can increase efficiency, enhance the agent experience, and improve customer service.

10. Tapping into the benefits of a multigenerational workforce

The contact centre is becoming increasingly multigenerational with each age group bringing unique skills and attitudes. That makes getting the best out of every generation vital to meet changing customer needs. This post outlines five key focus areas for managing the multigenerational workforce.

During 2024 the Enghouse Interactive blog will carry on providing best practice tips and advice based on experience of the customer service sector. Visit us every week to read our latest posts!