ShepHyken

JUNE 10, 2016

This week on our Friends on Friday guest blog post my colleague, Benny Tjia shares lessons learned from the hospitality industry about creating a customer focused culture. At the beginning we did lots of interviews with other customer experience experts to learn more. Shep Hyken. Take Delta Hotels for an example.

Best practices 204

Best practices Customer Service SaaS Education 204

Eptica

MARCH 19, 2021

Millard Understanding the impact of the pandemic on customer experience. Millard COVID-19 has changed customer needs and expectations – how can companies ensure they are delivering the right levels of service moving forward? Millard, Customer Service, autonomous customer Categories: Trends and Markets.

Customer Experience 72

Customer Experience Marketing Customer Service 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

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. So, let’s embark on this AI-powered journey together and unlock the true potential of customer experience. Nexcom A/S and COPC Inc.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Eptica

AUGUST 4, 2022

Author: Pauline Ashenden - Demand Generation Manager A lot has been said about the importance of digital transformation in business today, including in customer experience. 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.

Best practices 148

Best practices B2B Management Customer Experience 148

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. Ian Golding’s guest post focused on the vital importance of trust in delivering effective customer experience. Published on: January 09, 2020. Avoid these Five CX Leadership Traps!

Customer centricity 65

Customer centricity Self service Marketing Customer Experience 65

Eptica

JUNE 10, 2022

Author: Pauline Ashenden - Demand Generation Manager Understanding the customer is the start point of delivering excellence in customer service. However, research covered in our latest blog identifies three disconnects between companies and their customers when it comes to the customer experience.

Banking 120

Banking Self service Marketing Technology 120

Eptica

MARCH 11, 2022

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. Learn more by reading the full blog on our parent company Enghouse Interactive’s site here.

Customer Service 126

Customer Service Best practices Management Customer Experience 126

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. Company leadership felt like there was almost always an opportunity to solve a problem for a customer and it just required the right amount of creativity.

Upselling 83

Upselling Contact Center Engineering Banking 83

Steve DiGioia

JUNE 12, 2023

By using the power of a customer’s name , you can create a more personalized and engaging customer experience that will set your business apart and keep customers coming back. RELATED POST: Is It Really That Important That I’m Wearing a Name Tag?

Personalization 189

Personalization Customer Service Customer Experience 189

Eptica

JANUARY 16, 2022

Author: Pauline Ashenden - Demand Generation Manager With so much data being generated by around customer service and the customer experience, there’s an increasing role for data analytics to extract learnings and actionable insights. Preparing for future customer service challenges. Share this page on: Tweet.

Analytics 127

Analytics Customer Service Best practices outsourcing 127

Eptica

JUNE 15, 2022

Technology can drive greater efficiency and cost savings, deliver better experiences, and help increase citizen engagement. Our blog describes the key factors that are driving digital investment within local government customer service, as well as highlighting some of the challenges. Share this page on: Tweet.

Technology 126

Technology Government Banking Marketing 126

Eptica

AUGUST 19, 2022

That makes achieving high First Contact Resolution (FCR) rates vital to the overall customer experience. Our latest blog shares the thoughts of ContactBabel analyst Steve Morrell as he explains why FCR needs a greater focus. Tags: FCR, First Contact Resolution, contact centre, Call Centre Categories: Best Practice.

Best practices 106

Best practices B2B Metrics Management 106

Eptica

NOVEMBER 19, 2021

And being able to resolve customer queries on the first call is one of the hallmarks of good customer service. Our latest blog explores why FCR is such an important metric, why it is particularly relevant today, and how organisations can improve their own FCR rates.

Best practices 126

Best practices Self service Metrics Customer Service 126

Eptica

JANUARY 31, 2022

Author: Pauline Ashenden - Demand Generation Manager Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience. Four key considerations for customer self-service success. Share this page on: Tweet.

Agent Empowerment 111

Agent Empowerment Best practices Self service Marketing 111

Eptica

FEBRUARY 7, 2022

Read the full article and watch the video here: Tags: contact centres, Microsoft Teams Categories: Trends & Markets. You might also be interested in these posts: 5 factors that are driving the need for better digital customer experience. Highlights from our customer service blog in 2021. Share this page on: Tweet.

Marketing 121

Marketing Management Customer Experience Customer Service 121

Eptica

APRIL 15, 2021

Read the full article exploring these key trends on the Enghouse Interactive blog. You might also be interested in these posts: Understanding the impact of the pandemic on customer experience. Read the full article exploring these key trends on the Enghouse Interactive blog. Share this page on: Tweet.

Customer Service 125

Customer Service Marketing Management Customer Experience 125

Eptica

MARCH 18, 2022

To help customer service teams ahead of Mother’s Day 2022 on 27 March our latest blog shares key best practice advice. You might also be interested in these posts: Overcoming the challenges to customer service quality. You might also be interested in these posts: Overcoming the challenges to customer service quality.

Customer Service 122

Customer Service Best practices Management Customer Experience 122

Eptica

NOVEMBER 13, 2020

Contact Babel’s new Inner Circle Guide to the Voice of the Customer, sponsored by Enghouse Interactive, explains how to create and run your strategy. Our latest blog picks six key questions that the guide answers in-depth to help you to successfully embrace VoC. Remote Working 2.0: Optimising Contact Centres.

Best practices 126

Best practices Analytics Marketing Customer Experience 126

Beyond Philosophy

FEBRUARY 22, 2018

Apple said the slowdown was intended to preserve battery life and prevent unexpected shutdowns, but critics suspected that Apple was throttling phone performance in its older models to get people to upgrade to the new iPhone x (which carries a $1000 price tag). Poor Communication Leads to Unhappy Customers. Will Apple Suffer Long-Term?

Consulting 326

Consulting Consulting Customer Experience 326

Inova Solutions

NOVEMBER 19, 2019

In this blog, we cover some general challenges the insurance sector faces and talk specifically about how Customer Experience Management (CEM) strategies and associated technology can help insurers to remain competitive. But with a growing industry comes fierce competition and an increasing number of pressures.

Customer Experience 40

Customer Experience Management CRM Call Center 40

GetFeedback

JUNE 3, 2019

In order to achieve that though, it is important to make sure that you are providing your customers with the best services possible. Having a good customer experience with the content you share is important for your customers to feel closer to your brand and more eager to interact with you. Making your content relatable.

Marketing 74

Marketing Customer Experience Sales Surveys 74

Eptica

SEPTEMBER 23, 2020

Author: Guest author: Martin Hill-Wilson Thanks to increased focus and investment in customer experience companies are now improving outcomes when it comes to dealing with customers and reducing the effort involved. Why now is a great time to optimise your customer service – Part 3: Putting the right resources in place.

Best practices 117

Best practices Customer Experience Customer Service 117

Beyond Philosophy

AUGUST 12, 2021

Apple launched its Air Tags to help you find your lost items, like your keys or briefcase. Although I have other manufacturer’s versions of these products, I know that the Air Tags will be the best yet, and I can’t wait to get hold of them. The Halo Shines on ALL the Experiences You Provide. If only Apple made cars….

Consulting 221

Consulting Consulting Management Customer Experience 221

aircall

SEPTEMBER 28, 2018

Wherever the map leads, though, the brand will always depend on its customer experience to drive success. When Michael Vroom first joined UNTUCKit as Customer Service Director, the team was making do with a hodgepodge of different support tools. Women and kids. Brick-and-mortar. Know Thy Kustomer.

Customer Experience 89

Customer Experience First call resolution industry standards Benchmark 89

Eptica

OCTOBER 22, 2021

And much of this success has been built on valuing customers and ensuring they are at the heart of virtually every business decision. So, in our latest blog we explore five important customer service learnings that brands can apply to their own business, regardless of what industry they’re in.

Customer Service 103

Customer Service Benchmark Best practices Self service 103

Nicereply

MARCH 9, 2021

Support automation helps customer support teams deliver the same (or better) customer experience much faster. No, there isn’t a bot that can answer all your customer questions instantly. Yes, automation can still create those frustrating loops that leave customers begging to talk to a human. “If

Customer Support 105

Customer Support Feedback Service level Engineering 105

Eptica

MAY 16, 2018

Date: Wednesday, May 16, 2018 Author: Anne-Claire Bellec How artificial intelligence can transform your customer experience. It can improve the experience across the entire journey, help brands differentiate the service they provide, increase efficiency and enable a customized approach that meets individual needs.

Customer Experience 69

Customer Experience Chatbots Self service CRM 69

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Author: Olivier Njamfa - CEO & Co-Founder The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control. Share this page on: Tweet.

Customer Experience 77

Customer Experience Best practices Advertising Chatbots 77

Eptica

JULY 2, 2021

Author: Pauline Ashenden - Demand Generation Manager From the rise of multichannel to the evolving regulatory landscape and the shift towards hybrid working triggered by the pandemic, customer service in housing associations is continually changing. Understanding the impact of the pandemic on customer experience.

Multichannel 80

Multichannel Customer Service Marketing Management 80

Customer Service Life

MAY 21, 2018

This article was originally published on the ICMI Blog on March 29, 2018. The most alarming were those with high-quality scores but low CSAT — especially if you view quality as the company’s gauge of the customer experience and CSAT as the customer’s gauge. Click here to read the original. Average Handle Time (AHT).

Metrics 68

Metrics Contact Center Customer Experience Average Handle Time 68

Nicereply

OCTOBER 29, 2020

Unsurprisingly, brands are focusing their marketing and customer experience strategies on millennials that naturally form a significant portion of the user base in every industry. But what’s so different about millennials that calls for so much customization? 5 Ways to Improve Your Customer Experience for the Millennials.

Customer Experience 40

Customer Experience Chatbots Multichannel Self service 40

Eptica

OCTOBER 16, 2020

Our latest blog explores the trends that are driving remote working, with a focus on the four areas that organisations need to focus on – innovation, monitoring and management, performance and security – if they are to successfully embrace remote working for the long-term. Guest Post: Emotive CX for Customer Interaction.

Best practices 113

Best practices Cloud contact Marketing Management 113

Beyond Philosophy

NOVEMBER 2, 2016

Nor was I pleased when I was charged to park in a sprawling suburban parking lot, or when I saw the $5 price tag on the bottled water in my room. From a customer experience standpoint, these add-on fees create problems because we don’t expect to be charged for these things. I have, and I wasn’t happy about it.

Advertising 419

Advertising Consulting Consulting Customer Experience 419

Eptica

JANUARY 22, 2021

Author: Pauline Ashenden - Demand Generation Manager With customer experience now key to winning and retaining business for every organisation how can contact centres play their part? Read the entire blog post – and download the Contact Babel research – on our parent company Enghouse Interactive’s site.

Best practices 72

Best practices Customer Experience Management Customer Service 72

Vonage

APRIL 1, 2016

Here’s a simple formula that encompasses what it takes to a successful customer experience: systems and smiles. I offer this in gentle contrast to the customer service philosopher Carl Sewell, who years ago proposed that it’s ‘‘systems, not smiles’’ that matter in pleasing customers. Click Here.

Customer Experience 79

Customer Experience Customer Service 79

Beyond Philosophy

DECEMBER 12, 2016

Effective security alerts, with accurate fraud alerts; 67% of shoppers said they would either never shop there again (27%) or would be reluctant to buy there again (40%) after their legitimate purchase was tagged as fraudulent. (To These results show us what the customers say their expectations are for their online shopping experience.

Consulting 392

Consulting Consulting Sales Customer Experience 392