contact centre

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.

Customer service: why you can learn from the classics

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

To inspire today’s customer service leaders we’ve collected key quotes from great thinkers and writers from across history, explaining how they can drive improvements across your organisation. This week’s post focuses on classical philosophers, playwrights, emperors, orators, poets and fabulists...

The changing role of the customer service agent

Published on: January 29, 2020
Author: Anne-Merete Jensen - Senior Business Consultant

Contact centre advisors have always been at the frontline of delivering customer service, initially over the phone and then through a range of other channels from email to chat. The role has never been static but is now seeing a rapid transformation. Here are the 4 areas that brands and agents need to focus on for the future.

Taking stock of customer service in 2019

Published on: December 11, 2019
Author: Pauline Ashenden - Marketing Manager

As the end of the year approaches, now is the perfect time to evaluate how the customer service sector has performed in 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide, sponsored by Enghouse Interactive. Here are 5 key trends that the guide highlights…

4 ways to drive recognition in your customer service team

Published on: September 18, 2019
Author: Anne-Merete Jensen - Senior Business Consultant

Recognition means ensuring that the efforts of your agents are recognised and celebrated. How can you achieve this? Based on our experience, here are 4 recognition programs that really increase morale for all.

Which sectors do consumers trust most for CX?

Published on: May 15, 2019
Author: Pauline Ashenden - Marketing Manager

Our survey of consumers in the UK revealed that the level of trust people have in different types of organization varies considerably by sector. As you know, if consumers don’t trust in your brand then you risk undermining customer loyalty and damaging sales revenue. So, which sectors do consumers trust most?

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