Trends & Markets

How to build a collaborative contact centre with Microsoft Teams

Published on: October 23, 2020
Author: Pauline Ashenden - Demand Generation Manager

Collaboration and communication are at the heart of creating a successful, customer-centric business. That’s why an increasing number of organisations are adopting Microsoft Teams to bring their people together seamlessly, wherever they are located...

Remote Working 2.0: Optimising Contact Centres

Published on: October 16, 2020
Author: Pauline Ashenden - Demand Generation Manager

Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. But as businesses look forward the solutions they quickly put in place to enable remote working may no longer meet their ongoing needs. How can they plan for remote working 2.0?

5 key trends that are impacting call recording in 2020

Published on: September 09, 2020
Author: Trevor Davies, Head of Products, Enghouse Interactive

Whether you are looking at upgrading or implementing a new call recording solution, transformations in the quality management space driven by new technologies or legislation mean that the call recording market is evolving quickly so there are plenty of exciting developments to consider...

Turning a crisis into an opportunity: greener and more sustainable contact centres

Published on: September 03, 2020
Author: Jeremy Payne, Group VP of Marketing & Alliances of Enghouse Interactive

Staff commuting to and from UK's call centres generate an annual 1.3 million tonnes of CO2 emissions alone plus then there are environmental impacts of heating, cooling and powering bricks and mortar contact centre...

Why a consistent customer experience is so important (and how to deliver it)

Published on: July 08, 2020
Author: Pauline Ashenden - Demand Generation Manager

Building trust with consumers relies on companies delivering fast, accurate and above all consistent answers to customer service questions. This delivers reassurance to customers, which is always been important but is now vital given the fast-changing nature of the current crisis. Here are 4 areas to focus on to drive consistency…

Customer service: what you can learn from great historical figures

Published on: June 11, 2020
Author: Pauline Ashenden - Demand Generation Manager

To help inspire customer service teams, we’ve looked back through history to pinpoint key insights that help deliver best practice today. In the first of our three-part-series we focused on the thoughts of the great minds of classical antiquity. In this follow-up, we focus on pearls of wisdom from key historical figures from the Renaissance to the late modern period...

Caring for your customers during COVID-19

Published on: April 30, 2020
Author: Pauline Ashenden - Demand Generation Manager

The COVID-19 crisis is impacting us all, so in this post we look at 5 ways for companies to ensure that they are delivering the right service to their customers, creating loyalty - now and in the future…

Turning the COVID-19 crisis into an opportunity

Published on: April 28, 2020
Author: Manuela Pifani, CXellence Consulting

This week we’re featuring different perspectives on customer service and customer experience during the current COVID-19 pandemic and beyond. Today in a post on our parent company Enghouse Interactive’s blog, award-winning CX expert Manuela Pifani shares her thoughts on how brands can use the crisis as an opportunity to better engage with their customers.

Why you need to give consumers channel choice to drive engagement

Published on: February 28, 2020
Author: Pauline Ashenden - Marketing Manager

The number of channels available to consumers has skyrocketed with the telephone, email and the web joined by the likes of chat and social media. But which channels do consumers want to use – and what are their expectations in terms of speed? Our latest research gives more insight into channel choice…

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