Eptica

MARCH 11, 2022

Date: Friday, March 11, 2022 Author: Pauline Ashenden - Demand Generation Manager Overcoming the challenges to customer service quality. Based on the ContactBabel UK Contact Centre Decision Maker’s Guide 2022, our blog explains the challenges to effective quality assurance – and how they can be overcome.

Customer Service 126

Customer Service Best practices Management Customer Experience 126

ShepHyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. Here are my top five picks from last week.

Customer Service 173

Customer Service Customer centricity Customer Experience Sales 173

Eptica

JANUARY 5, 2021

Date: Tuesday, January 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Reviewing 2020 – our top blog posts from last year. blog post here ?on on the Enghouse Interactive blog. Why creating empathy in your customer service is so hard. blog post here ?on on the Enghouse Interactive blog.

Self service 104

Self service Marketing Management Customer Service 104

Eptica

JANUARY 16, 2022

Date: Monday, January 17, 2022 Author: Pauline Ashenden - Demand Generation Manager How data analytics can enhance customer service. In our latest blog we explore this trend, highlighting some key findings from the ContactBabel UK Customer Experience Decision-Makers’ Guide 2021. Published on: January 17, 2022.

Analytics 127

Analytics Customer Service Best practices outsourcing 127

Eptica

MARCH 18, 2022

Date: Friday, March 18, 2022 Author: Pauline Ashenden - Demand Generation Manager Getting customer service right on Mother’s Day. To help customer service teams ahead of Mother’s Day 2022 on 27 March our latest blog shares key best practice advice. Published on: March 18, 2022. Share this page on: Tweet.

Customer Service 122

Customer Service Best practices Management Customer Experience 122

ShepHyken

JUNE 28, 2019

This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. Airline agents are still at check-in counters to guide passengers after self-service kiosks and to arrange complicated ticketing. Technology replacing humans.

Contact Center 275

Contact Center Self service Banking Airlines 275

Eptica

SEPTEMBER 17, 2023

Our latest blog discusses DCE in-depth and how it benefits customers time while increasing efficiency. Our latest blog discusses DCE in-depth and how it benefits customers time while increasing efficiency. Read the full article on our parent company Enghouse Interactive’s site.

Customer Service 62

Customer Service Best practices Technology Management 62

Eptica

OCTOBER 4, 2021

Date: Monday, October 4, 2021 Author: Pauline Ashenden - Marketing Manager The 4 pillars of a successful customer service strategy. In a more disrupted, constantly-changing world, successful customer service requires a new approach. 5 ways to make your customer service more agile and flexible.

Customer Service 120

Customer Service Best practices Engineering Accountability 120

Eptica

OCTOBER 29, 2021

Date: Friday, October 29, 2021 Author: Pauline Ashenden - Demand Generation Manager 9 reasons to embrace messaging for customer service. Using the likes of WhatsApp and Facebook Messenger for customer service is also growing – but what are the advantages, and what are the challenges? Published on: October 29, 2021.

Customer Service 127

Customer Service Best practices Management 127

Eptica

DECEMBER 16, 2020

Date: Wednesday, December 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Learning from Santa’s customer service success. Author: Pauline Ashenden - Demand Generation Manager When it comes to customer service, Father Christmas has been delighting children for countless years. Published on: December 16, 2020.

Customer Service 118

Customer Service Best practices Management 118

Eptica

NOVEMBER 26, 2021

Date: Friday, November 26, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 keys to success for outsourced customer service providers. Preparing for future customer service challenges. 9 reasons to embrace messaging for customer service. Published on: November 26, 2021. Share this page on: Tweet.

outsourcing 121

outsourcing Customer Service Cloud contact Best practices 121

Eptica

APRIL 15, 2021

Date: Friday, April 9, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways collaboration tools benefit customer service. New research from ContactBabel, sponsored by our parent company Enghouse Interactive, highlights five areas where adopting these solutions is helping improve the experience for both agents and customers.

Customer Service 125

Customer Service Marketing Management Customer Experience 125

Eptica

OCTOBER 8, 2021

Date: Friday, October 8, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways to make your customer service more agile and flexible. How can they ensure they are meeting customer needs, whatever is happening? Click here to read the full post on our parent company Enghouse Interactive’s blog.

Customer Service 120

Customer Service Best practices Engineering Accountability 120

ShepHyken

JUNE 15, 2018

Social customer service allows you to take the interactions with your customers to an even higher level. – Shep Hyken. If you’ve not been living in a cave, you’ve probably heard by now numerous projections about how chatbots are destined to take over customer support.

Chatbots 189

Chatbots Customer Support Healthcare Scripts 189

Eptica

MAY 15, 2023

Date: Monday, May 15, 2023 Author: Pauline Ashenden - Demand Generation Manager How can the Internet of Things improve customer service? What are the benefits – and challenges - for customer service? Visit our parent company Enghouse Interactive’s site to find out in our new blog post.

Customer Service 62

Customer Service Chatbots Marketing Management 62

Eptica

AUGUST 29, 2021

Date: Monday, August 30, 2021 Author: Pauline Ashenden - Demand Generation Manager How to plan for customer service success at peak times. Author: Pauline Ashenden - Demand Generation Manager Every sector faces peaks in demand, where delivering excellent customer service becomes even more business-critical.

Customer Service 115

Customer Service Best practices Management 115

Eptica

JULY 1, 2022

Date: Friday, July 1, 2022 Author: Pauline Ashenden - Demand Generation Manager 6 ways of delivering excellent B2B customer service. Author: Pauline Ashenden - Demand Generation Manager The standard of business-to-business (B2B) customer service delivered by companies is central to retaining and growing clients and revenues.

B2B 71

B2B B2C Customer Service Best practices 71

Eptica

FEBRUARY 19, 2021

Date: Friday, February 19, 2021 Author: Pauline Ashenden - Demand Generation Manager How to build mental muscle memory for customer service success. Learning from Santa’s customer service success. Tags: Micah Solomon, Customer service training, WFH environment Categories: Best Practice.

Customer Service 104

Customer Service Best practices Technology Management 104

Eptica

NOVEMBER 24, 2020

Date: Tuesday, November 24, 2020 Author: Guest author: Adrian Swinscoe Why creating empathy in your customer service is so hard. Author: Guest author: Adrian Swinscoe Organisations understand the value of empathy to strengthening the customer relationship, boosting satisfaction, and increasing loyalty. Share this page on: Tweet.

Customer Service 114

Customer Service Marketing 114

Eptica

OCTOBER 22, 2021

Date: Friday, October 22, 2021 Author: Pauline Ashenden - Demand Generation Manager The five customer service learnings we can all take from Amazon. And much of this success has been built on valuing customers and ensuring they are at the heart of virtually every business decision. Published on: October 22, 2021.

Customer Service 103

Customer Service Benchmark Best practices Self service 103

Comm100

FEBRUARY 10, 2022

What started with Netflix’s sophisticated Machine Learning recommendation algorithms customized to every users’ preferences has now become the buzz in customer service and support. Why does personalized customer service matter? – It earns you loyal customers and boosts retention.

Personalization 52

Personalization Customer Service Chatbots Self service 52

Eptica

JULY 30, 2021

Date: Friday, July 30, 2021 Author: Pauline Ashenden - Demand Generation Manager Which channels do consumers prefer for customer service and why? Our latest blog explores recent ContactBabel analysis of the channels people prefer to use depending on urgency, complexity and emotional involvement. Published on: July 30, 2021.

Customer Service 85

Customer Service Marketing Management 85

Jive

MAY 23, 2019

This meant providing a solution that they could rely on; creating a platform that customers could easily navigate and understand, and providing exceptional customer service. In the face of other notable industry names and brands, being named a leader in this category is exciting and a great honor.

voip 69

voip B2B Customer Service Marketing 69

Eptica

NOVEMBER 1, 2020

Date: Friday, October 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Four benefits to improving customer service by integrating your CRM and telephony system. You might also be interested in these posts: Self-service and its importance to greater customer satisfaction. 3 customer churn symptoms and cures.

CRM 117

CRM Customer Service Self service Management 117

Call Experts

FEBRUARY 18, 2021

“Customer Service” is one of the most commonly used phrases in business. But, do you ever wonder: what is customer service? It is best defined as supporting your customers’ needs by offering and delivering professional, top-notch assistance before, during, and after their requirements are fulfilled.

Contact Center 52

Contact Center Interactive Voice Response Best practices Call Center 52

Eptica

JULY 23, 2021

Date: Friday, July 23, 2021 Author: Guest author: Colin Shaw The Peak-End Rule and what it means for customer service. Author: Guest author: Colin Shaw Understanding the psychology of customer interactions is key to delivering the right experience, at the right time. How to plan for customer service success at peak times.

Customer Service 85

Customer Service Best practices 85

Eptica

JULY 2, 2021

Date: Thursday, July 1, 2021 Author: Pauline Ashenden - Demand Generation Manager How customer service needs to embrace change in housing associations. Our latest blog explores how best to tackle some of the key customer service challenges the sector is facing today. Published on: July 01, 2021.

Multichannel 80

Multichannel Customer Service Marketing Management 80

ShepHyken

MARCH 30, 2018

Depending on whether your Customer Care department is an extension of your marketing or your customer service strategy, the KPIs you give yourself may be different. Knowing that referral usually is the best yet most uncontrollable vector of sales, the NPS calculates the probability that a customer would recommend your brand.

Customer Experience 213

Customer Experience Average Handle Time Customer Care Customer centricity 213

ShepHyken

OCTOBER 10, 2016

Each week I read a number of customer service articles from various online resources. The JetBlue Story: Customer Service in an Industry Americans Hate by Sharpen. However, US airlines aren’t exactly known for their warm and fuzzy customer service. How well they do is the topic for another blog post.

Customer Service 317

Customer Service Airlines Customer Care Marketing 317

ClientSuccess

MARCH 20, 2019

We believe that customer success is not just a department, but a company mindset and culture. In this blog, I will cover the 4 high-level categories of customer success metrics. In the ‘customer success metrics’ blogs that will follow, I will dive deeper into each category with examples and formulas.

Metrics 61

Metrics SaaS Customer advocacy Marketing 61

Eptica

JULY 14, 2023

Published on: July 14, 2023 Author: Steve Nattress Everyone knows about the abilities of ChatGPT and other generative AI engines – but what does it mean for customer service? Read the views of AI experts from our parent company Enghouse Interactive in our new blog post.

Chatbots 105

Chatbots Engineering Marketing Customer Service 105

Eptica

MAY 14, 2021

Date: Friday, May 14, 2021 Author: Pauline Ashenden - Demand Generation Manager Successfully embracing AI for customer service. Author: Pauline Ashenden - Demand Generation Manager How can artificial intelligence help deliver a better customer experience and how far down the path to AI has the industry travelled?

Customer Service 72

Customer Service Chatbots Marketing Customer Experience 72

Eptica

MAY 28, 2021

Date: Friday, May 28, 2021 Author: Pauline Ashenden - Demand Generation Manager How Housing Associations can transform customer service in 2021. Author: Pauline Ashenden - Demand Generation Manager Customer satisfaction is a key metric for Housing Associations – and the focus on customer service is increasing post-pandemic.

Customer Service 72

Customer Service Metrics Marketing Management 72

Eptica

JUNE 11, 2021

Date: Friday, June 11, 2021 Author: Pauline Ashenden - Demand Generation Manager Delivering excellent customer service at the moments that matter. Author: Pauline Ashenden - Demand Generation Manager Successfully engaging with customers means delivering the right experience, personalised to their needs.

Customer Service 72

Customer Service Best practices Management Customer Experience 72

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

JANUARY 13, 2023

Find out by reading our latest blog post on our parent company Enghouse Interactive’s website. Find out by reading our latest blog post on our parent company Enghouse Interactive’s website. Find out by reading our latest blog post on our parent company Enghouse Interactive’s website.

Best practices 105

Best practices Customer Service Management 105

Eptica

AUGUST 4, 2022

In our latest blog we describe how you can increase your chances of a digital CX success by following a structured process that focuses on four key considerations. 6 ways of delivering excellent B2B customer service. Tags: Digital transformation Categories: Best Practice. Share this page on: Tweet.

Best practices 148

Best practices B2B Management Customer Experience 148