contact centre

Why we need to think of the contact centre as a revenue engine

Published on: September 27, 2021
Author: Pauline Ashenden - Demand Generation Manager

In the old days, the contact centre was seen primarily as a cost centre. Managing it successfully relied on improving productivity and keeping costs low, without impacting the service that was delivered. How are these ideas are being superseded?

5 areas to focus on for agent wellbeing

Published on: April 01, 2021
Author: Pauline Ashenden - Demand Generation Manager

The pandemic and remote working has increased the importance of understanding and supporting the mental and physical wellbeing of contact centre agents. But how can you best meet the challenge?

3 areas to focus on to meet changing customer needs

Published on: March 12, 2021
Author: Pauline Ashenden - Demand Generation Manager

Today’s consumers are increasingly demanding when it comes to customer service, particularly around digital, omnichannel and mobile. How can organisations meet their needs in these three key areas?

Reviewing 2020 – our top blog posts from last year

Published on: January 05, 2021
Author: Pauline Ashenden - Demand Generation Manager

As we move forward into 2021, now is the perfect time to review the past year, with all its disruption and challenges. We’ve chosen 8 of our top articles to illustrate the trends and opportunities that 2020 brought...

Learning from Santa’s customer service success

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

When it comes to customer service, Father Christmas has been delighting children for countless years. Our last blog of the year looks at the secrets of his success – and how contact centres can learn from him...

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 now is a great time to optimise your customer service – Part 3: Putting the right resources in place

Published on: August 05, 2020
Author: Anne-Merete Jensen - Senior Business Consultant

It’s essential that businesses are ready for changing customer needs, especially as we move closer to Peak. In the final part of this three-part series to help companies optimise their customer service operations, Anne-Merete Jensen explains 5 areas to focus on to ensure you have the right resources in place...

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…

Why you can no longer ignore the cloud for CX applications

Published on: June 17, 2020
Author: Tom Walmsley - Business Development Manager

Customer service departments have been transformed by COVID-19 - 84% of UK contact centres have now moved from a centralised model to one based on home working. We explain how moving to the cloud delivers the flexibility required for changing times.

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