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How do I predict my customers’ behaviour?

Predicting your customers’ behaviour and and using this information to optimise the customer journey can lead to an excellent customer experience. The following article discusses some of the methods you can use to predict behaviour and how it can be utilised within the customer journey.   Make use of business analytics and business activity monitoring [...]

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Mistakes to avoid when implementing self-service & automation

Self-service is a key and increasingly important part of an integrated customer experience but get it wrong and you will end up with frustrated customers and a higher demand on your agents. So what should you be looking out for when going down the self-service route. Poorly-designed IVR solutions – Poor design is one of [...]

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How Do I Reduce Call Queuing Times

Customers hate waiting on hold and if the clock ticks away for too long they will quite often abandon the call before they have reached the front of the queue.  For a business,  long wait and hold times for their customer also means lost sales, bigger service issues and customers who are ready to jump [...]

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3 Best Practices for Self-Service Excellence

In today’s service-driven economy, retailers and other savvy businesses recognize that one of the biggest competitive differentiators is providing a superior customer experience. A great customer experience is what causes someone to drive past their local convenience store or quick serve restaurant offering coffee for $1 and wait in line at Starbucks for a beverage [...]

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LZS: The New Hero or Zero?

As self-service channels continue to gain speed, new metrics are hitting the contact center scene to help gauge overall efficiency. The latest self-service metric to arrive is Level Zero Solvable (LZS). It provides a snapshot of the self-service portal’s success by measuring the percentage of occurrences when an agent resolves an issue that could’ve been [...]

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Future Contact Center Summit Review

During the IQPC Future Contact Center Summit earlier this month Enghouse Interactive participated in a panel conducted by CRMXchange to discuss contact center and customer service trends to look out for in 2015. Buster Hansen, Director of Solutions Engineering, represented Enghouse Interactive and answered questions regarding significant developments that provide superior customer experiences and further [...]

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IVR: Shaping the Future of Self-Service

Self-service channels, namely interactive voice response (IVR), have revolutionized the contact center world by allowing consumers to quickly resolve basic inquiries on their own. This technology is deemed a contact-center mainstay for a variety of reasons, including the ability to handle larger quantities of customers and slash costs. However, business value aside, consumer behavior has [...]

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Keep Customers Closer by Employing Visual IVR, Video and Voice

As today’s Call Centers and Contact Centers are transforming into more customer centeric “Customer Engagement Centers”,  the time has come to go beyond IVR and incorporate visual, speech, and natural language into your multi-channel communications – At least that’s what the Tern Systems’ IVR market report for 2014 tells us. Part of the discussion in the latest Enghouse Interactive [...]

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10 Trends of Today’s Successful Contact Centers

The overall trend in this new era of customer-centricity, customer advocacy, and customer lifetime value, is moving the traditional contact center to a “Customer Engagement Center” (CEC)    As Call Centers have evolved into Contact Centers, they have come to embrace the concepts of multiple modalities of communications, and other exciting innovations. The most recent [...]

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New Whitepaper Release – Self Service Best Practices

Did you know that 90% of customers are likely to tell their network about poor customer service? Today, customers want self-service to be quick, accurate, relevant, and intuitive.  They expect to be served from anywhere, on any communication channel, and from any device. “Innovative Best Practices in Designing and Managing Self Service” presents how well-designed [...]

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