Trends & Markets

The benefits of bringing video into the contact centre

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

Extending video into customer service delivers major benefits to both consumers and organisations – our new blog explains the advantages and how it can be incorporated into your contact centre.

Why creating empathy in your customer service is so hard

Published on: November 24, 2020
Author: Guest author: Adrian Swinscoe

Organisations understand the value of empathy to strengthening the customer relationship, boosting satisfaction, and increasing loyalty. But many still struggle to build empathy into their customer service interactions – why is this? Noted CX expert Adrian Swinscoe explains in our latest guest blog...

Delivering impactful results from your Voice of the Customer programme

Published on: November 13, 2020
Author: Pauline Ashenden - Demand Generation Manager

Understanding changing customer needs is vital if companies are to increase engagement, satisfaction and long-term revenues. Listening to the Voice of the Customer (VoC) is central to this – but where should organisations start when it comes to implementing and scaling their programmes?

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...

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