Eptica

NOVEMBER 26, 2021

Date: Friday, November 26, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 keys to success for outsourced customer service providers. Categorie(s): Best Practice Outsourced customer service providers make up a significant part of the overall customer service sector – and globally this part of the market is expected to grow by $14.05

outsourcing 121

outsourcing Customer Service Cloud contact Best practices 121

Eptica

OCTOBER 14, 2022

Date: Friday, October 14, 2022 Author: Pauline Ashenden - Demand Generation Manager Seven ways to tackle call abandonment in the contact centre. Our latest blog discusses seven areas to focus on to help reduce call abandonment rates. Our latest blog discusses seven areas to focus on to help reduce call abandonment rates.

Abandon rate 71

Abandon rate Best practices Chatbots Management 71

Totango

MAY 13, 2022

In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. Customer engagement platforms are automation solutions that help you monitor, manage and optimize your client interactions. Learning management system (LMS) platforms. Learning management system (LMS) tools: Lessonly.

Enterprise 103

Enterprise Customer Support SaaS Sales 103

Eptica

NOVEMBER 6, 2020

Date: Friday, November 6, 2020 Author: Pauline Ashenden - Demand Generation Manager How to prepare your contact centre for Black Friday and beyond. Our new blog outlines 4 areas that businesses should focus on to ready their contact centre, from adopting the cloud to joining up their systems ready for the rush.

Multichannel 83

Multichannel Marketing Customer Service Customer Experience 83

Totango

OCTOBER 18, 2023

G2, the software industry’s largest and most trusted marketplace, unveiled its 2023 fall report, and Totango earned a staggering 49 badges, including 31 category leader badges. It’s that time! This demand is just one reason why we put SuccessBLOCs at the heart of our software.

Journey mapping 101

Journey mapping Enterprise Best practices Marketing 101

Totango

NOVEMBER 27, 2023

Offer self-service functionalities through community and knowledge centers. All of these actions propel customers toward a faster realization of their goals while eliminating low-value customer success manager (CSM) tasks. Deliver in-app guidance and content aimed at prioritizing user adoption.

B2B 91

B2B CRM Enterprise Upselling 91

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. I went to the teller to report this and he was prepared to credit us a dollar before his supervisor reminded him that the machine was managed by a third party.

Upselling 83

Upselling Contact Center Engineering Banking 83

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Why Knowledge is power We live in a knowledge-based economy, with customers demanding more detailed information from brands, across more channels than ever before.

Customer centricity 65

Customer centricity Self service Marketing Customer Experience 65

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

Eptica

OCTOBER 16, 2018

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. Author: Anne Beghin - Project Manager Optimizing CX with Eptica Given the importance of customer experience to the bottom line , it is vital that brands understand how they are performing on a day to day basis.

Best practices 68

Best practices Average Handle Time Self service Contact Center 68

Eptica

AUGUST 1, 2018

This blog post, part of our series on optimizing CX with Eptica, therefore focuses on how our customer experience platform makes it easier for agents to operate effectively and happily. Knowledge to empower agents Eptica’s platform is built around a centralized, AI-powered knowledge base.

Average Handle Time 70

Average Handle Time Best practices APIs Consulting 70

Totango

AUGUST 9, 2022

B2B customer segmentation is a method of dividing business clients into categories based on selected characteristics. B2B customers may be segmented based on categories, including: Demographics: such as location, language, and job title. Databases store customer data in organized categories for efficient retrieval and use.

Best practices 99

Best practices B2B Journey mapping Upselling 99

CustomerSuccessBox

MAY 18, 2022

Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! Suggested blog : Account Expansion: If You Want To Grow Fast, Do This….

SaaS 52

SaaS Upselling Education Customer retention 52

ClientSuccess

MARCH 20, 2019

In this blog, I will cover the 4 high-level categories of customer success metrics. These categories were developed by 100 of the top customer success leaders during a session at the CS100 Summit —the number one leadership conference for customer success leaders. 4 High-Level Categories of Customer Success Metrics.

Metrics 61

Metrics SaaS Customer advocacy Marketing 61

Eptica

JUNE 16, 2020

Date: Wednesday, June 17, 2020 Author: Tom Walmsley - Business Development Manager Why you can no longer ignore the cloud for CX applications. Author: Tom Walmsley - Business Development Manager As with the rest of the business world, customer service departments have been transformed by the COVID-19 outbreak.

Best practices 63

Best practices Technology Management Marketing 63

Mindtouch

JUNE 20, 2018

Boy howdy, do we love a good knowledge base. Given our enthusiasm for spot-on help sites, it should come as little surprise that we poke around the interwebs from time to time, looking for stellar knowledge base examples. Here’s what the Avalara Help Center looks like: Why we like the Avalara knowledge base. Easy to use.

Self service 59

Self service SaaS Contact Center Management 59

Jive

FEBRUARY 14, 2020

To celebrate Valentine’s Day, TrustRadius analyzed a total of 22,897,433 words written about 5,000 different products across 540 categories to identify which products are the most adored by reviewers. They are extremely knowledgeable and will stay with you until your problem is resolved. appeared first on The Jive Blog.

voip 89

voip Call Center Personalization Management 89

JivoChat

JULY 14, 2021

By combining a knowledge base with how-to tutorials, and answers to frequently asked questions, organizations can automate the handling of many customer queries. Blog posts : long-form blog content can include research, studies, quotes, images, and compelling reports. Develop a knowledge base. Write blog posts.

Self service 52

Self service Chatbots B2B Customer centricity 52

Nicereply

FEBRUARY 29, 2024

Your go-to strategy is to equip your support team with enough knowledge, alternative options, and ground-level power to take a call that benefits the user and the brand. To further enhance the capabilities of your customer-facing teams, consider adopting a learning management system. For instance, WhatsApp has its knowledge base.

Customer Experience 59

Customer Experience Journey mapping Analytics Feedback 59

Mindtouch

SEPTEMBER 19, 2018

Major updates to the MindTouch blog just hit the airwaves. Our goals with this blog update were simple: Simplify navigation and make it easier to find content. Finding interesting blog content should be easy. Drill Down Using Dynamic Categories. Stop the presses! Our goal is to deliver useful content with less noise.

Real estate 48

Real estate Self service Management 48

Mindtouch

NOVEMBER 11, 2019

The winning companies and solutions within each category are selected by the people who actually use them, which is what makes this such welcome news. Regardless, the MindTouch knowledge management platform strives to enable consistent, “frictionless” experiences in all of these contexts through the common medium of content.

Customer Experience 48

Customer Experience Chatbots Management Self service 48

aircall

NOVEMBER 28, 2022

Overall, they managed to push both their IQS and CSAT into higher realms of excellence – their IQS now beating the benchmark. This is possible because they have both QA Specialists and managers conducting reviews. Manager reviews promote a regular feedback cycle across team members. Managing agent appeals.

SaaS 62

SaaS Calibration Customer Service Benchmark 62

Fonolo

JANUARY 31, 2018

We’re going to tackle all of those topics in the months ahead on this blog, but first we’re reading everything we can so we can bring you the most accurate analysis. We’re delighted that so many of you subscribe to this blog or visit us every week. With so much content out there, it’s an honor that you make time for the Fonolo blog.

Contact Center 141

Contact Center Chatbots Finance Healthcare 141

aircall

SEPTEMBER 15, 2021

Taking courses, attending conferences and events, and networking are all great strategies, but heading to the stacks is one of the easiest ways you can boost your sales knowledge. into different categories is a very practical approach to helping a salesperson navigate the seemingly complex world of selling. .

Sales 62

Sales SaaS Best practices Metrics 62

Mindtouch

MAY 23, 2018

We saw a need in the market and recognized emerging trends that we thought would accelerate an entirely new approach to knowledge transfer (self-service): wikis for knowledge capture and distribution, mobile, conversational, and customer support for search engine optimization. We defined a new market and product category.

Self service 91

Self service Marketing Coaching Customer Support 91

AWS Machine Learning

FEBRUARY 24, 2023

The teams used existing FEMA categories for damage such as flooding, debris, fire and smoke, or landslides, which standardized the label categories. In this blog post we discussed using computer vision on satellite imagery. He has a background in AI/ML, founder of New Knowledge, and generally passionate about tech.

APIs 87

APIs Benchmark Government Analytics 87

OctopusTech

AUGUST 31, 2023

The aim here is to optimize your website in such a way that it can be found easily in search engines and other variables like: Social media marketing Press releases Article marketing, reviews, blogs, guest posts, or case studies. Business Review Management Giving their users high-quality search results.

Engineering 62

Engineering Advertising Sales Marketing 62

Mindtouch

JUNE 5, 2018

Essentially, it helps users organize various pieces of content and microcontent into high-level categories, making for a navigational experience that mimics the way our brains store information. The goal is to make knowledge management and navigation easier for both internal and external end-users. MindTouch Success Center.

Engineering 48

Engineering Self service Management Customer Support 48

Eptica

JANUARY 12, 2017

To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Find out what they are in this blog post. By focusing on centralized knowledge, listening to agents and keeping learning when it comes to language, as our post explains.

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

CX Accelerator

FEBRUARY 3, 2018

His theory proposed that the expression of emotions could be grouped into four original categories – Dominance (D), Inducement (I), Submission (S), and Compliance (C). Enhanced Manager to Agent Dialog – Coaching conversations are hard. Home To CX Accelerator I Back To Blog Page The DiSC exercise should be done as a team event.

Customer Service 140

Customer Service Construction Coaching Education 140

Eptica

JULY 29, 2016

Date: Friday, July 29, 2016 The importance of the Knowledge Manager to customer service success. Author: Dharmesh Ghedia In my previous blog I outlined how important knowledge is to successfully deliver customer service , and how to overcome the challenges of creating a centralized, multichannel knowledge base.

Management 50

Management Customer Service Multichannel Best practices 50

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. You may wish to follow the links above to learn more about other Customer Success metric categories.

Metrics 59

Metrics Customer advocacy Customer centricity Customer effort 59

Eptica

OCTOBER 19, 2016

In this blog, I’m going to delve deeper into email performance and highlight some of the lessons for all insurers operating on the channel. Empower agents with knowledge. Make sure agents have access to up to date knowledge that helps them give consistent, accurate responses to customer questions.

Multichannel 75

Multichannel Government Best practices Technology 75

Eptica

JANUARY 6, 2016

However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. In descending order the top 5 blogs were: 1. Have a very Happy New Year and here’s to a successful 2016!

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

GetFeedback

AUGUST 16, 2018

You may learn that customers find your knowledge base tough to navigate or that specific channels create more frustration in general. Ultimately, the more time you put into your knowledge base, the more support cases you’ll deflect. Knowledge Base Article Helpfulness. Why is knowledge base article helpfulness important?

Metrics 79

Metrics Customer Service Surveys Self service 79

ProProfs Blog

MARCH 26, 2020

But sometimes it becomes a tedious task for your support team to manage multiple customers at the same time. Problems Operators Can Encounter When Managing Multiple Customers. And, unfortunately, these are some of their biggest roadblocks when trying to manage so many chats in one go. Confusing Customer Pain-points.

Upselling 134

Upselling Customer Support CRM Management 134

CSM Practice

FEBRUARY 24, 2020

The job of the customer success team entails myriads of responsibilities, including proper onboarding, increasing product usage, proactively managing accounts, customer engagements, and training , expanding and renewing accounts, and so on. You may wish to follow the links above to learn more about other Customer Success metric categories.

Metrics 52

Metrics Customer advocacy Customer centricity Accountability 52