Best Practice

Tactics to improve the contact centre experience

Published on: March 17, 2023
Author: Pauline Ashenden - Demand Generation Manager

Companies that invest in CX technology outperform their peers according to research. But where should organisations spend their budgets for best results?

Overcoming the challenges to effective interaction recording

Published on: February 17, 2023
Author: Pauline Ashenden - Demand Generation Manager

Call recording has moved far beyond its roots in the voice channel to deliver quality assurance a nd insights around every type of interaction. Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome. Read the full article on our parent company Enghouse Interactive’s site.

2022 highlights from our customer service blog

Published on: January 06, 2023
Author: Pauline Ashenden - Demand Generation Manager

2023 promises to be a challenging year economically, directly impact customer service teams. What can we learn from 2022 as we set out strategies for the year ahead?

Seven ways to tackle call abandonment in the contact centre

Published on: October 14, 2022
Author: Pauline Ashenden - Demand Generation Manager

If customers are kept waiting too long to speak to an agent, the chances are they’ll become frustrated and just hang up, potentially impacting loyalty and revenues.

The 6 benefits of chatbots for housing associations

Published on: September 12, 2022
Author: Pauline Ashenden - Demand Generation Manager

As housing association tenants increasingly embrace digital channels, AI-powered chatbots provide a new way of engaging with customers and meeting their needs. How can housing associations implement them effectively and what are the advantages?

Why contact centres must focus more in First Contact Resolution

Published on: August 19, 2022
Author: Pauline Ashenden - Demand Generation Manager

Customers want their queries answered accurately without having to make contact more than once. That makes achieving high First Contact Resolution (FCR) rates vital to the overall customer experience.

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