Archive | customer service RSS for this section

Self Service Can Be The Best Help During a Crisis

In January my colleague in the UK, Helen Billingham, wrote an interesting blog ‘weathering the storm’. It highlighted the challenges contact centres face when mother nature decides to unleash some harsher conditions upon us. This is as relevant in ANZ as it is in the UK, although as with so many things over here, it [...]

Continue Reading

RTSA : A Customer Service Benefit: The smart way to make customers happy

Real-time speech analytics (RTSA ) can help organizations mitigate employee frustrations before the breaking point occurs, resulting in significant cost savings, improved morale and happier customers. No one understands the true costs of employee turnover better than human resources (HR) professionals. Prior to the end result of “filling an empty position,” there are costs of [...]

Continue Reading

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 [...]

Continue Reading

How to Identify the Omni-Channel Superstars in your Contact Centre

Last month I penned a blog on the latest Enghouse ‘Interact’ road show, which rolled across ANZ at the beginning of March. As always, we had some great insights from the customers that joined us on the speaking panel in each city, which included Sydney, Brisbane, Melbourne, Auckland and Wellington. This year Enghouse Interactive’s CTO, [...]

Continue Reading

“The Robots are Coming”… but are they really Taking over the Contact Centre?

According to a recent study by researchers at Oxford University and Deloitte, about 35% of current jobs in the UK are at high risk of computerisation over the following 20 years. We are already seeing growing use of robot agents and other forms of automated technology across all areas of business and commerce – and [...]

Continue Reading

Contact Centre Insights from 7-Eleven, Griffith University, Telnet and Corporate Connect

This month saw the Enghouse ‘Interact’ road show tour ANZ. As with last year, we held events in Brisbane, Melbourne and Sydney in Australia, and then headed across the Tasman for stops in Auckland and Wellington. Each event featured a panel discussion with Enghouse Interactive customers from those cities, as well as our very own [...]

Continue Reading

What do people really think of Skype for Business in the contact centre?

What do people really think of Skype for Business in the contact centre According to Unify-Squared, the world of Skype for Business is growing rapidly, looking to exceed 100 million enterprise seats by 2018, if it continues on its current growth trajectory. But is the contact centre really ready to embrace Skype for Business? In [...]

Continue Reading

“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 [...]

Continue Reading

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 [...]

Continue Reading

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 [...]

Continue Reading