Tag Archives: customer service

“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 [...]

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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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4 Best Practices for Peak-Volume Customer Experience Management

More than a third of Americans (37%) admit that they’d rather eat year-old fruitcake than contact a customer service department. But times when customer complaints, questions or other issues spike doesn’t have to drain the quality from your customer experience. Heed the resounding majority of consumers (91%) who call for contact centers to be better [...]

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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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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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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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Black Friday: Are you Ready to Deliver Excellent Customer Experiences?

With Black Friday around the corner, the holiday shopping frenzy is almost upon us. If 2013 is any indication of things to come, mobile shopping taking center stage this year. According to the Adobe Digital Index, 2013 online shopping trends indicated that consumers took full advantage of their mobile devices to “shop on the sly” on [...]

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A Halloween Special – Turning Scary Customer Experiences Around for Good

The Enghouse Interactive team is busy preparing for a spooktacular Halloween. Hopefully your organization has some ghostly good times on the horizon as well. In the true spirit of the holiday, we’re sharing tales of frightening ways customer experiences can take a scary turn for the worse and how to carefully avoid them. Here are [...]

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First Impressions Count

At Enghouse Interactive, we believe that your operators and your telephone system act as the front door to your business. Often, a customer’s first impression of your organization is over the telephone. Which impressions are you leaving with your customers?

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Improve Productivity with IP Paging for Avaya CS 1000

Do you have the ability to broadcast messages to all of the telephones in your company, within your work site, or to specific departments? Can you leverage your IP phones for audio warnings in an emergency? Do your operators need to contact employees who don’t have a fixed phone or location? Whether you’re working in [...]

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