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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 [...]

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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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“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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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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4 Best Practices for Peak-Volume Customer Experience Management — Part II

Our previous blog post provided two of the four best practices for peak-volume customer experience management where we explained that when customer complaints, questions or other issues spike, the situation doesn’t have to drain the quality from your customer experience. Here we address two additional best practices of critical importance to contact centers that will [...]

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The Latest Conference Buzz

After attending IQPC’s Call Center Week and ICMI’s Contact Center Demo & Conference, the resounding message is clear, “above all else, the customer experience reigns supreme.” The magnitude and significance of customer experience was reiterated in a multitude of ways at both events—keynote speakers evangelized it, session leaders focused on it, and contact-center professionals shared [...]

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Building Contact Centers for the Future of Customer Service

We recently wrapped up our webinar series highlighting tons of new features and customer service best practices. With today’s ever-changing consumer mentality, it’s challenging—to say the least—to keep up with the latest trends, tools, and customer-experience expectations. The ongoing slew of changes makes empowering agents, managers, and customers with seamless omni-channel support now more crucial [...]

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Cheers to You, Customer Service Professionals!

National Customer Service Week is here, and we’d like to take this opportunity to applaud all customer service professionals for your effort, dedication, and patience. You are an integral part of your organization’s success. You’re the first line of defense, often the first point of contact, the one who sets the stage for your company’s [...]

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Skype for Business in ‘The Age of the Customer’

This week Generation-e hosted Microsoft’s Australian Skype for Business launch at Dockside in Sydney’s Darling Harbour, and as a partner of Generation-e and Microsoft, we were proud to be a silver sponsor of the event. There was a great turn out of partners and customers who came along to learn about the benefits of Skype [...]

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How to Get the Response Right When Providing Customer Support via Social Media

Social media can be a blessing or a curse, providing instant access to customers, a way to reach them on their own terms, and offering them a platform to complain can be challenging. Getting social media interaction right is not easy and many companies have learned that the hard way. So, what represents best practice [...]

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