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

NOVEMBER 18, 2022

Date: Friday, November 18, 2022 Author: Pauline Ashenden - Demand Generation Manager 10 top tips for a winning customer service knowledge management system. Our latest blog highlights ten important best practice tips to help you successfully implement knowledge management in your contact centre. Published on: November 18, 2022.

Management 126

Management Customer Service Best practices Chatbots 126

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. As companies increasingly adopt Microsoft Teams, how can they integrate call recording with the platform?

Best practices 105

Best practices Customer Service Management 105

Eptica

NOVEMBER 24, 2022

Based on the latest ContactBabel report, our blog explains the key functionality contact centres are rolling out via the cloud, as well as sharing best practice advice for successful cloud deployments. Read the full article on our parent company Enghouse Interactive’s site here. Share this page on: Tweet.

Cloud contact 126

Cloud contact Best practices Banking Technology 126

Eptica

APRIL 19, 2022

But not in customer service. Our latest blog outlines seven important ways you can reduce contact centre response times and increase customer satisfaction. Visit our parent company Enghouse Interactive’s site to read the full blog here. Getting customer service right on Mother’s Day.

Best practices 123

Best practices Customer Service Management 123

Eptica

MARCH 11, 2022

Date: Friday, March 11, 2022 Author: Pauline Ashenden - Demand Generation Manager Overcoming the challenges to customer service quality. Author: Pauline Ashenden - Demand Generation Manager With interaction volumes rising, delivering a consistently high-quality response to every customer is an increasing challenge for contact centre teams.

Customer Service 126

Customer Service Best practices Management Customer Experience 126

Eptica

SEPTEMBER 12, 2022

Author: Pauline Ashenden - Demand Generation Manager As housing association tenants increasingly embrace digital channels, AI-powered chatbots provide a new way of engaging with customers and meeting their needs. Our latest blog explores the 6 key benefits chatbots deliver, while outlining best practice for ensuring ROI.

Chatbots 125

Chatbots Best practices Marketing Management 125

Eptica

OCTOBER 13, 2023

Our latest blog covers the role of technology in making the agent experience better. Read the full article on our parent company Enghouse Interactive’s blog here. Our latest blog covers the role of technology in making the agent experience better.

Technology 62

Technology Best practices Management Customer Service 62

Eptica

JUNE 10, 2022

Date: Friday, June 10, 2022 Author: Pauline Ashenden - Demand Generation Manager 3 key CX gaps between companies and their customers. Author: Pauline Ashenden - Demand Generation Manager Understanding the customer is the start point of delivering excellence in customer service. Published on: June 10, 2022.

Banking 120

Banking Self service Marketing Technology 120

Eptica

SEPTEMBER 17, 2023

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. Our latest blog discusses DCE in-depth and how it benefits customers time while increasing efficiency.

Customer Service 62

Customer Service Best practices Technology Management 62

Eptica

JUNE 1, 2022

Author: Pauline Ashenden - Demand Generation Manager 91% of contact centres now have some form of self-service in place for customers according to the ContactBabel Inner Circle Guide to AI-powered Self-Service. Our latest blog discusses how self-service is evolving and explains best practice for successful deployments.

Self service 118

Self service Best practices Management Customer Service 118

Eptica

NOVEMBER 19, 2021

Author: Pauline Ashenden - Demand Generation Manager Today, customer service is central to differentiating your company. And being able to resolve customer queries on the first call is one of the hallmarks of good customer service. Read the full post on our parent company Enghouse Interactive’s site here.

Best practices 126

Best practices Self service Metrics Customer Service 126

Eptica

APRIL 4, 2022

Date: Monday, April 4, 2022 Author: Pauline Ashenden - Demand Generation Manager Four ways to avoid customers having to repeat themselves. Author: Pauline Ashenden - Demand Generation Manager When customers reach out to a contact centre, they want to feel their time is being valued. Getting customer service right on Mother’s Day.

Best practices 119

Best practices Technology Management Customer Service 119

Eptica

OCTOBER 4, 2021

Date: Monday, October 4, 2021 Author: Pauline Ashenden - Marketing Manager The 4 pillars of a successful customer service strategy. Author: Pauline Ashenden - Marketing Manager As we celebrate National Customer Service Week, it is the perfect time for senior management to focus on the area and re-evaluate their customer service strategy.

Customer Service 120

Customer Service Best practices Engineering Accountability 120

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. As customers become more demanding, can self-service really help?

Customer centricity 65

Customer centricity Self service Marketing Customer Experience 65

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

FEBRUARY 14, 2022

Date: Monday, February 14, 2022 Author: Pauline Ashenden - Demand Generation Manager 5 factors that are driving the need for better digital customer experience. In our latest blog we highlight research that demonstrates the shift to digital and focus on five important areas driving customer experience transformation.

Customer Experience 133

Customer Experience Best practices Self service Marketing 133

Eptica

JUNE 15, 2022

Date: Wednesday, June 15, 2022 Author: Pauline Ashenden - Demand Generation Manager What’s driving customer facing technology investment in local councils? Author: Pauline Ashenden - Demand Generation Manager What’s driving customer facing technology investment in local councils? Published on: June 15, 2022.

Technology 126

Technology Government Banking Marketing 126

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

OCTOBER 15, 2021

Date: Friday, October 15, 2021 Author: Trevor Davies, Head of Products, Enghouse Interactive Migrating call accounting to the cloud? In this new blog post Trevor Davis outlines the key considerations when choosing a cloud-based call accounting solution and how to pick the perfect partner. Here’s what to consider.

Accountability 124

Accountability Best practices Engineering Customer Service 124

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

JULY 22, 2022

Our latest blog post discusses how you can make your contact centre greener, through strategies such as switching to the cloud and embracing hybrid working. Read the full article on our parent company Enghouse Interactive’s site here. 3 key CX gaps between companies and their customers.

Self service 93

Self service Marketing Technology Management 93

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. Share this page on: Tweet.

Customer Service 115

Customer Service Best practices Management 115

Eptica

AUGUST 19, 2022

Author: Pauline Ashenden - Demand Generation Manager Customers want their queries answered accurately without having to make contact more than once. That makes achieving high First Contact Resolution (FCR) rates vital to the overall customer experience. Read the full article on our parent company Enghouse Interactive’s site here.

Best practices 106

Best practices B2B Metrics Management 106

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 4, 2021

Read the full blog post on our parent company Enghouse Interactive’s site to understand how to successfully integrate call recording into your Teams implementation. You might also be interested in these posts: Preparing for future customer service challenges. 5 ways to make your customer service more agile and flexible.

Marketing 123

Marketing Management Customer Service 123

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

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. 5 factors that are driving the need for better digital customer experience.

Customer Service 122

Customer Service Best practices Management Customer Experience 122

Eptica

NOVEMBER 13, 2020

Date: Friday, November 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Delivering impactful results from your Voice of the Customer programme. Author: Pauline Ashenden - Demand Generation Manager Understanding changing customer needs is vital if companies are to increase engagement, satisfaction and long-term revenues.

Best practices 126

Best practices Analytics Marketing Customer Experience 126

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

NOVEMBER 26, 2021

Date: Friday, November 26, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 keys to success for outsourced customer service providers. Read the full article on our parent company Enghouse Interactive’s site here. Preparing for future customer service challenges. Published on: November 26, 2021.

outsourcing 121

outsourcing Customer Service Cloud contact Best practices 121

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. Read the full article on our parent company Enghouse Interactive’s site here.

Agent Empowerment 111

Agent Empowerment Best practices Self service Marketing 111

Eptica

SEPTEMBER 10, 2021

Author: Pauline Ashenden - Demand Generation Manager As we approach the peak Christmas season, agents need to be ready for the extra stress that higher demand, and potentially grumpier customers, bring. Read the full article here on our parent company Enghouse Interactive’s site.

Marketing 104

Marketing Management Customer Service 104

Eptica

FEBRUARY 17, 2023

Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome. Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome.

Best practices 62

Best practices Management 62

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. Published on: November 24, 2020.

Customer Service 114

Customer Service Marketing 114

Eptica

SEPTEMBER 24, 2021

Our latest blog explores how these ideas are being superseded. Learn more - read the full article on our parent company Enghouse Interactive’s site. How to plan for customer service success at peak times. The Peak-End Rule and what it means for customer service. Share this page on: Tweet.

Engineering 123

Engineering Best practices Management Customer Service 123

Eptica

OCTOBER 2, 2020

Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. Learn more by reading the full post on our parent company Enghouse Interactive’s website and catch up with part one here. Published on: October 02, 2020.

Customer Experience 127

Customer Experience Marketing Customer Service Management 127