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Predictions for 2017 – What lies ahead for the contact centre

With 2017 just around the corner what lies ahead for the contact centre? In this blog we would like to share some of our predictions for 2017. We will see an ongoing march towards self-service – Back in 2011, analyst Gartner predicted that by 2020, customers will manage 85% of their relationship with the enterprise [...]

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Unified Communications and the Contact Center – Better Together

Enterprises tend to take a silo-based approach to operations, and technology vendors aren’t much different when it comes to their offerings. Unified Communications (UC) evolved out of the PBX market, so not surprisingly, these solutions were telephony-centric. Things have certainly progressed, but today’s UC is still built around the needs of employees as end users [...]

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Improving Contact Center Success with Unified Communications

Unified communications (UC) solutions are found in nearly every enterprise, and the benefits they provide, including enhanced communication (even at a distance) and improved collaboration within teams and between business units, enable cost savings by reducing travel, and much more. But, one, sometimes overlooked, business case for UC is improving customer engagement. 

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Proactive Outbound Communications – Helping Utilities Improve Customer Satisfaction

Empowered with more choices for energy consumption, consumers are no longer tied to a single regional provider. Recent trend analysis conducted across numerous Aberdeen Group studies shows that the percentage of energy and utility companies citing the need to improve customer satisfaction as a key objective has almost doubled between 2012 and 2015. To prevent [...]

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Rectify your call scripting mistakes in real time to improve performance

The use of scripts in the contact centre can bring businesses many benefits, reducing agent training time and helping eliminate errors and compliance issues; supporting better customer engagement while promoting consistency in customer service.  Yet, there are also many pitfalls in rolling out a call scripting strategy. And where businesses do get things wrong, they [...]

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“GOING FOR GOLD” – Enghouse Interactive and Olympic Gold Medalist Rower, Ben Hunt-Davis share Best Practices for enhancing customer service performance by “Making the boat go faster”

This time of year, you take time to reflect and consider what strategies you can put in place to achieve your goals. Enghouse Interactive were privileged to explore business goals with sporting legend and Olympic Gold Medalist, Ben Hunt-Davis. Following a series of disappointments, Hunt-Davis and the rest of the GB team realised that their [...]

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Exploring the Link Between Customer Experience and Agent Experience

Providing exceptional customer experience requires an exceptional staff of customer service associates. That is why there is such a strong correlation between improving quality management in the contact center and improving the customer experience being delivered by your company. While routing applications address getting an interaction to the right agent resource, quality management helps contact [...]

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Is 2016 going to be the true start to omni-channel adoption?

76% of organisations aspire to have an omni-channel contact centre. Is 2016 going to be the true start to omni-channel adoption? Happy New Year to you and welcome to 2016. How did you do your Christmas shopping last year, was it online or instore.? I am sure like me, you shopped last minute online, then worried [...]

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The Omnichannel Demands of Today’s Consumers

To stay competitive, retailers have embraced new models for serving customers. From online stores to social and visual commerce, this industry is neck deep in omni-channel – whether they know it or not. As I detailed in a recent article, now published on Total Retail, research shows that most retailers are woefully unprepared for this [...]

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The One Contact Center Practice that Could Redeem Customer Service

I recently came across a couple of industry trend articles that are highly relevant to our audience and worth discussing. The first one is, “4 Customer Service Trends That Will Impact the Contact Center,” by Donna Fluss, president of DMG Consulting LLC. In the article, she talks about how customers want the companies they do [...]

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