Rewind: Our Top 7 Blogs of 2023

2023 was a year of change for contact centers. On one hand, they had to meet evolving customer needs at a time of economic uncertainty. Equally, they were able to embrace innovative technology, such as the cloud and AI, to improve performance. To provide a review of the year, we’ve collected our top blogs from 2023, highlighting key trends that will drive needs in 2024.

1. What is CCaaS and how does it improve customer experience?

Cloud Contact Centre as a Service (CCaaS) solutions enable organizations to handle all customer interactions through a single, cloud-based platform. This increases flexibility, agility and makes it easier for contact centers to innovate and increase channel choice. Our blog outlines their benefits, underlining why the CCaaS market is projected to triple in size by 2029.

2. Improving the agent experience with technology

A high-quality experience benefits both agents and the business. Not only does it result in staff providing a better service, but it also means they’re more productive and less likely to leave. While people, processes, and culture all have an influence, our post focuses on how technology can improve the agent experience.

3. Cloud vs on-premise. Why it is all about choice

While the last few years have seen a steady increase in Contact Center as a Service (CCaaS) deployments, the cloud isn’t necessarily right for everyone. The choice of whether to move to the cloud is closely tied to the specific needs and goals of individual businesses. In our post we explain the main reasons why some contact centers choose to stay on-premise.

4. Why cutting contact center budgets is a false economy

As we head into 2024, continuing difficult economic circumstances will put pressure on businesses to freeze or reduce contact center spending. However, research from Forrester suggests that scaling back customer experience investment loses millions of pounds in revenue. Building on this, our blog outlines four foundational activities that should be the main focus of customer service budgets.

5. Tracking the right metrics for customer service success

Measuring customer service performance is essential to demonstrate value and ROI, and to link the contact center to wider organizational objectives. However, with a bewildering array of metrics to choose from, which should you adopt? Our in-depth post provides an introduction to the different ways of evaluating performance, outlining their benefits and explaining why you need to take a balanced approach.

6. How real-time chat translation delivers better multilanguage customer service

Providing service in a customer’s preferred language is key to a great experience. However, delivering on this can be difficult, particularly with less common languages. Innovative AI-based solutions help automate multilanguage support, providing seamless real-time communication. Our blog outlines the benefits of real-time chat translation to both customers and agents.

7. Tapping into the benefits of a multigenerational workforce

The contact center is becoming increasingly multigenerational with each age group bringing unique skills and attitudes. That makes getting the best out of every generation vital to meet changing customer needs. This post outlines five key focus areas for managing the multigenerational workforce.

During 2024 the Enghouse Interactive blog will carry on providing best practice tips and advice based on experience of the customer service sector. Visit us every week to read our latest posts!