6 keys to success for outsourced customer service providers

Published on: November 26, 2021
Author: Pauline Ashenden - Demand Generation Manager

Given the growth of the outsourced customer service market, and its competitiveness, outsourcers have to focus on these 6 key areas to drive success...

The secrets to driving up First Contact Resolution rates

Published on: November 19, 2021
Author: Pauline Ashenden - Demand Generation Manager

Being able to resolve customer queries on the first call is one of the hallmarks of good customer service. Our latest blog explores why FCR is such an important metric, why it is particularly relevant today, and how organisations can improve their own FCR rates.

Preparing for future customer service challenges

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

In our latest guest post, Jo Causon, CEO of The Institute of Customer Service, explains how customer service teams have gone above and beyond to deliver an excellent experience, and why now is the time to reset, ready to prepare for an equally unpredictable future

Integrating call recording into Microsoft Teams

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

As contact centres increasingly switch to Microsoft Teams, they need to deliver key functionality, such as call recording via the platform. There are multiple approaches to call recording in Teams – how can you ensure you pick the right solution for your current and future needs?

9 reasons to embrace messaging for customer service

Published on: October 29, 2021
Author: Pauline Ashenden - Demand Generation Manager

The rise of messaging apps has made them a key communication channel for chatting to family, friends, and colleagues. Using the likes of WhatsApp and Facebook Messenger for customer service is also growing – but what are the advantages, and what are the challenges?

The five customer service learnings we can all take from Amazon

Published on: October 22, 2021
Author: Pauline Ashenden - Demand Generation Manager

Over the last 25 years Amazon has become the go-to benchmark for building a successful business. And much of this success has been built on valuing customers and ensuring they are at the heart of virtually every business decision.

Migrating call accounting to the cloud? Here’s what to consider

Published on: October 15, 2021
Author: Trevor Davies, Head of Products, Enghouse Interactive

Many businesses are migrating to cloud-based unified communications solutions (such as Microsoft Teams) and want their related software, such as call accounting, to also be available in the cloud. Here are the key considerations when choosing a cloud-based call accounting solution and how to pick the perfect partner.

5 ways to make your customer service more agile and flexible

Published on: October 08, 2021
Author: Pauline Ashenden - Demand Generation Manager

From fuel shortages to freak weather events, businesses are facing a range of disruptions caused by factors outside their control. Many of these are impossible to plan for or predict. Here are five ways to ensure your contact centre can cope with unplanned disruptions...

The 4 pillars of a successful customer service strategy

Published on: October 04, 2021
Author: Pauline Ashenden - Marketing Manager

As we celebrate National Customer Service Week, it is the perfect time for senior management to focus on the area and re-evaluate their customer service strategy.

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?