Enghouse Blog

Father Christmas’ contact centreAICloud Contact Center, CCaaS, Remote Working, WFHCX, Customer Experience, Customer Service, SupportWorkforce optimization

Looking inside Father Christmas’ contact centre

With the number of sleeps until the big day dropping fast, Father Christmas and his team are flat out getting ready for December 25th. Customer service is central to Santa’s success, so we trekked to the North Pole to find out more. After dodging the polar bear guards, we sneaked a behind the scenes look at the man in red’s…
Helen Billingham
December 14, 2023
Customer controlAICX, Customer Experience, Customer Service, SupportIVR/Self-Service

The importance of customer control in increasing satisfaction

A lack of customer control is one of the biggest gripes people have when interacting with companies. Endless call queues, long wait times for answers and confusing online information all impact their experience. The message they take away is that their time or query isn’t important to the business. This lack of control intensifies dissatisfaction and annoyance. It leads to…
Helen Billingham
November 30, 2023
contact centre analyticsQuality management, quality monitoring

Unlocking the real power of contact centre analytics

Effective contact centre analytics is vital to delivering efficient, high-quality customer service. However, customer service operations produce vast amounts of data. This covers everything from metrics on call length to more in-depth quality assessments of individual interactions. This data is often siloed within individual departments or software systems, adding complexity. Additionally, it can be difficult to understand or visualise by…
Carl Townley-Taylor
November 27, 2023
leadership people skills steps to engage agentsWorkforce optimization

Essential leadership people skills steps for excellent agent experience & morale

(Guest Author: Kate Nasser, The People Skills Coach™, Author, Leading Morale) Contact centre leaders and managers often lament about the high rate of agent turnover. ContactBabel reports that agent turnover rates average 24%, but that 28% of contact centres now have to deal with attrition rates of over 30%. This is not surprising yet it is still very concerning. The…
Helen Billingham
November 20, 2023
Cloud Contact Center, CCaaS, Remote Working, WFHContact centre, Multi-channel, Omni-channel

Cloud v on-premise: why it’s a matter of contact centre choice

No two organisations are the same, meaning their contact centre choices around technology need to reflect their specific needs. This is particularly true when it comes to the cloud, with many contact centres deploying Contact Centre as a Service (CCaaS) solutions. However, the cloud isn’t necessarily right for everyone. Some organisations have strong reasons to retain their systems on-premise. Alternatively,…
Simon Adnett
November 10, 2023
Cloud Contact Center, CCaaS, Remote Working, WFHCX, Customer Experience, Customer Service, Support

How to pick the right CCaaS vendor

Contact Centre as a Service (CCaaS) platforms deliver new customer service capabilities, improving both efficiency and the customer experience. In a fast-moving market, you don’t want to become locked into a provider that falls short of your expectations. To reap the full benefits, you therefore need to choose the best CCaaS vendor to capitalise on the advantages offered. How can…
Helen Billingham
November 3, 2023
AICloud Contact Center, CCaaS, Remote Working, WFHCX, Customer Experience, Customer Service, Support

Why cutting customer service budgets is a false economy

Most companies are now finalising their customer service budgets for 2024. However, given the economic downturn, there’s likely to be more pressure to look for ways to reduce spending. Customer service is often vulnerable when enterprises look for places to make cuts. This may be because it’s often wrongly viewed as a cost centre rather than a source of competitive…
Helen Billingham
October 27, 2023
Cloud Contact Center, CCaaS, Remote Working, WFHContact centre, Multi-channel, Omni-channel

Building a CCaaS business case

There is a growing momentum in the adoption of cloud-based Contact Centre as a Service (CCaaS) solutions. However, at the same time, economic conditions are increasing pressure on contact centre budgets. To get your CCaaS project and investment signed off you therefore need to create a compelling business case. Following these six steps maximises your chances of getting your project…
Helen Billingham
October 23, 2023
AIContact centre, Multi-channel, Omni-channelCX, Customer Experience, Customer Service, Support

How technology can improve the agent experience

Providing a high-quality agent experience benefits both contact centre employees and the businesses they work for. Engaged agents provide better service to customers, are more productive and less likely to leave. However, traditionally contact centres have struggled with the agent experience. Much of this is down to the nature of the job. On top of having to help customers with…
Helen Billingham
October 13, 2023