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Ticking the Boxes for a Homeworking Contact Centre

COVID-19 lockdown is relaxing in many regions, but many organisations are talking about making the call to keep their staff at home indefinitely for safety reasons, where feasible. For a contact centre in particular, social distancing is a challenge with tens or hundreds of agents – previously grouped closely to achieve a tight team environment! Even when COVID-19 safety reasons…
Barbara Stuart
May 28, 2020
customer experienceCustomer Experience Managementcustomer supportdigital transformationquality managementUnified CommunicationsVideoVideo Security

Why the habit of [Secure!] Video Conferencing will outlast Lockdown

For Business and Government One positive that has come out of the COVID-19 lockdown is our recognition that physical meetings aren't as essential in conducting business as we’ve always thought. No doubt millennials and gen-y knew that long ago, but finally the boomers have caught on! and post COVID-19 (whenever that is) we can expect that travel will be significantly…
Barbara Stuart
May 25, 2020
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How To Develop A Basic Business Continuity Plan

Is your business prepared for an emergency? The COVID-19 pandemic is the most recent example of why organizations of all sizes need to consider building a Business Continuity Plan. As we live through these troubling times, we are seeing first-hand that being well prepared, with a choice of operational options at the ready, is the right way to run your business…
Larry Ekiert
April 16, 2020
Working from homeCloud-Based Contact Centercontact centerContact Center Service Providercustomer experienceHealthcare

When Home is the New Office – How Business Can Keep Operating in Crisis Times

We are living in unprecedented times, with workers across the UK and many other countries worldwide being urged to avoid non-essential travel and work from home where possible. Home working is nothing new of course. Its origins date from the 1980s and BBC 5 Live Wake Up To Money analysis reveals a 74% jump in the number of people working…
Helen Billingham
March 18, 2020
General

Hey You In The Office? No…Probably Not Until Next Month.

Will COVID-19 Change How Organizations Operate?    Fist bump. Foot tap. Head nod. Choose one to replace your usual handshake. Globally, people are changing the way they interact, as new cases of Coronavirus (Covid-19) are announced daily. Schools are being forced to shut and governments are mandating that businesses implement strategies to help limit the risk to their employees, and…
Larry Ekiert
March 5, 2020
General

Keep Your Customers Amazed

What is at the heart of delivering customer service success? In my experience, it comes down to the concept of amazement. This concept is an integral part of my customer service philosophy and I’ve outlined more about it in the updated edition of my book, The Cult of the Customer. What drives amazement? Delivering amazement to your customers may sound…
Helen Billingham
March 2, 2020
General

Five Key Trends Impacting Customer Service

As we head into 2020, now is the perfect time to evaluate how the customer service sector has performed in 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide, sponsored by Enghouse Interactive. Based on a detailed structured questionnaire, Contact Babel surveyed 226 UK contact centre managers and directors on…
Helen Billingham
January 6, 2020
AIcontact center

Embracing AI and Robotic-Driven Customer Service Without Leaving Employees Behind

We are living in a digital age. People are more willing to self-serve and the use of AI and robotics for customer service is growing. This drive to automation has the potential to benefit organisations and their customers across all sectors. Business employees understand how AI helps deliver operational efficiency and enhanced customer service. According to a recent survey we…
Helen Billingham
December 10, 2019
Cloud-Based Contact CenterCommunications Centercontact centerContact Center EnterpriseContact Center Solutionscustomer experienceCustomer Experience ManagementEnghouse InteractiveIVR/Self-Serviceomni-channel

Raise the Bar: Top Tips to Improve the Customer Journey

Most customer service operations are on a relentless march towards omnichannel. Although digital is the way forward, no business should roll out new digital channels for their own sake. Any implementation needs to be in the context of the customer journey, with a focus on continuous improvement. In other words, a business should concentrate on the whole experience a customer…
Helen Billingham
November 19, 2019
Lessons Learned Moving to a Cloud Contact CentreResources

Lessons Learned from Moving to a Cloud Contact Centre

John Cray (Enghouse Interactive) and Art Schoeller (Forrester Research) recently participated in an insightful webinar on the considerations organisations need to make when moving their contact centre to the cloud. You can watch the recording here. Key points made during the webinar:  John Cray – Vice President of Product Management at Enghouse Interactive, summarised some of his observations/recommendations: Customer  Feedback Cloud contact centre solutions…
Tony Athanasiou
September 24, 2019