Blog

How to prepare your contact centre for Black Friday and beyond

Published on: November 06, 2020
Author: Pauline Ashenden - Demand Generation Manager

Thanks to the pandemic this year the Christmas shopping season will take place increasingly online, with consumers embracing ecommerce, many for the first time. What does this mean for customer service and how can companies prepare?

Four benefits to improving customer service by integrating your CRM and telephony system

Published on: October 30, 2020
Author: Pauline Ashenden - Demand Generation Manager

Customers today expect a high quality, integrated and personalised experience, whatever channel they use to make contact with you. Ensuring organisations deliver this efficiently requires them to integrate systems (such as CRM) and channels to provide agents with a complete picture when answering calls....

How to build a collaborative contact centre with Microsoft Teams

Published on: October 23, 2020
Author: Pauline Ashenden - Demand Generation Manager

Collaboration and communication are at the heart of creating a successful, customer-centric business. That’s why an increasing number of organisations are adopting Microsoft Teams to bring their people together seamlessly, wherever they are located...

Remote Working 2.0: Optimising Contact Centres

Published on: October 16, 2020
Author: Pauline Ashenden - Demand Generation Manager

Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. But as businesses look forward the solutions they quickly put in place to enable remote working may no longer meet their ongoing needs. How can they plan for remote working 2.0?

Self-service and its importance to greater customer satisfaction

Published on: October 13, 2020
Author: Pauline Ashenden - Demand Generation Manager

How can organisations put in place the right strategy for self-service to boost satisfaction and efficiency? Our latest blog outlines the key benefits of self-service and how to deploy it effectively...

Guest Post: Emotive CX for Customer Interaction

Published on: September 23, 2020
Author: Guest author: Martin Hill-Wilson

Thanks to increased focus and investment in customer experience companies are now improving outcomes when it comes to dealing with customers and reducing the effort involved. However, emotion is still a neglected area. In our latest guest blog CX expert, Martin Hill-Wilson, explains the vital importance of emotion...

Two key themes that are driving UK customer experience post-pandemic

Published on: September 16, 2020
Author: Pauline Ashenden - Demand Generation Manager

2020 has been a turbulent year for everyone – but what has been the impact on customer experience in general, and contact centres in particular? Based on primary research, Contact Babel’s 2020-21 Customer Experience Decision-Makers’ Guide delivers deep insight into the current state of the industry...

5 key trends that are impacting call recording in 2020

Published on: September 09, 2020
Author: Trevor Davies, Head of Products, Enghouse Interactive

Whether you are looking at upgrading or implementing a new call recording solution, transformations in the quality management space driven by new technologies or legislation mean that the call recording market is evolving quickly so there are plenty of exciting developments to consider...

Turning a crisis into an opportunity: greener and more sustainable contact centres

Published on: September 03, 2020
Author: Jeremy Payne, Group VP of Marketing & Alliances of Enghouse Interactive

Staff commuting to and from UK's call centres generate an annual 1.3 million tonnes of CO2 emissions alone plus then there are environmental impacts of heating, cooling and powering bricks and mortar contact centre...

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