Steve DiGioia

JUNE 12, 2023

Using a customer’s name is a simple yet powerful way to improve their experience with your business. It’s an effective way to make them feel valued and acknowledged, which can lead to increased loyalty and customer satisfaction. When a customer hears their name, it creates a sense of familiarity and personalization.

Personalization 189

Personalization Customer Service Customer Experience 189

Eptica

OCTOBER 13, 2023

Date: Friday, October 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Improve the agent experience with the right technology Published on: October 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Not only is improving the agent experience in the contact centre good for agents, it’s also good for business.

Technology 62

Technology Best practices Management Customer Service 62

Comm100

OCTOBER 19, 2022

Chatbots are quickly becoming a long-term solution for customer service across all industries. A good chatbot will deliver exceptional value to your customers during their buying journey. It boosts customer engagement because it’s quick, simple, and puts the user in the driver’s seat. What Is a Chatbot?

Chatbots 86

Chatbots APIs Analytics Upselling 86

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

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

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

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

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

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

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. Share this page on: Tweet.

Analytics 127

Analytics Customer Service Best practices outsourcing 127

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.

Consulting 221

Consulting Consulting Management Customer Experience 221

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. 9 reasons to embrace messaging for customer service.

Best practices 126

Best practices Self service Metrics Customer Service 126

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. Deliver an consistent experience readers want to return to. Finding interesting blog content should be easy. Stop the presses! Make sharing posts to social a snap.

Real estate 48

Real estate Self service Management 48

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.

Agent Empowerment 111

Agent Empowerment Best practices Self service Marketing 111

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. 6 ways of delivering excellent B2B customer service.

Best practices 106

Best practices B2B Metrics Management 106

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

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

Beyond Philosophy

SEPTEMBER 21, 2023

It’s a good question that, in my experience, is easy to get wrong. Part of that is because service quality and delivery speed come into that high-quality assessment. Price Image Is Affected by Non-Pricing Experience Details It is important to remember that non-price factors drive your reputation for pricing.

Construction 221

Construction Marketing Personalization Management 221

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.

Marketing 121

Marketing Management Customer Experience Customer Service 121

Comm100

DECEMBER 14, 2022

Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. As more and more touch points between businesses and customers are established, the expectation to provide a seamless customer experience across channels has turned into a necessity.

Customer Experience 52

Customer Experience Chatbots Feedback Self service 52

aircall

AUGUST 11, 2021

Whichever one you choose, it’s important to prioritize call recording software that helps you to improve the customer experience. Not only will your customer service team use the software, but other departments will also use it to record internal calls. Call Tagging. Scalability. Security and Encryption Practices.

Technology 114

Technology call center software Customer centricity Call Center 114

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. Why a consistent customer experience is so important (and how to deliver it). Published on: October 02, 2020. Share this page on: Tweet.

Customer Experience 127

Customer Experience Marketing Customer Service Management 127

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

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

Zappix

APRIL 22, 2024

With the advent of digital technology, healthcare providers are increasingly turning to innovative solutions to enhance customer service and improve patient experiences. Embracing Digital Communication Gone are the days of waiting on hold for minutes on end or playing phone tag with healthcare providers.

Healthcare 52

Healthcare Customer Service Self service Personalization 52

Eptica

SEPTEMBER 23, 2020

Date: Wednesday, September 23, 2020 Author: Guest author: Martin Hill-Wilson Guest Post: Emotive CX for Customer Interaction. 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.

Best practices 117

Best practices Customer Experience Customer Service 117

Beyond Philosophy

FEBRUARY 22, 2018

For years, Apple has distinguished itself as a company that knows how to build an emotional connection with its customers. But with its recent missteps in its handling of iPhone battery issues, one has to wonder: has Apple lost touch with its customer base? Poor Communication Leads to Unhappy Customers.

Consulting 326

Consulting Consulting Customer Experience 326

AWS Machine Learning

SEPTEMBER 29, 2022

Amazon SageMaker is a fully managed ML platform in the cloud that equips our enterprise customers with tools and resources to establish cost allocation measures and improve visibility into detailed cost and usage by your teams, business units, products, and more. Cost allocation tagging. Tagging in SageMaker.

Enterprise 71

Enterprise APIs Government Accountability 71

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

JUNE 18, 2021

Author: Pauline Ashenden - Demand Generation Manager The working experience for staff in your contact centre directly impacts their performance, productivity and well-being. Improve the experience and you’ll see the benefits, particularly in the new hybrid world. Published on: June 18, 2021. Share this page on: Tweet.

Best practices 96

Best practices Management Customer Service 96

Nicereply

SEPTEMBER 16, 2021

You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Every day your support team interacts with customers who provide loads of small pieces of feedback about your product, services, and competitors. Google Podcasts. Support Data is a very underutilized resource.

Customer Experience 114

Customer Experience Feedback Surveys Customer Support 114

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

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. Create Feedback Loops.

Customer Support 105

Customer Support Feedback Service level Engineering 105

AWS Machine Learning

JUNE 15, 2022

This empowers developers and businesses to create applications that can converse in real time, thereby offering an enhanced interactive experience. You can achieve this with the help of SSML tags provided by Amazon Polly. This post aims to assist you in customizing pronunciation when dealing with a truly global customer base.

Engineering 85

Engineering Technology Personalization Management 85

Interaction Metrics

JULY 10, 2023

Artificial Intelligence is rapidly infiltrating new markets, and the customer experience sector is no exception. While customer experience artificial intelligence is still nascent, AI for customer experience shows tremendous promise, both as a tool to measure experience and as a lever to improve it.

B2B 48

B2B Customer Experience Chatbots Feedback 48

Eptica

JANUARY 8, 2021

Author: Pauline Ashenden - Demand Generation Manager In current times businesses are looking at how they can optimise their operations and work as efficiently as possible, while still delivering the high levels of customer service that consumers expect. Why creating empathy in your customer service is so hard.

Self service 85

Self service Service level Marketing Customer Service 85

ShepHyken

MARCH 13, 2020

Experience-led businesses have 1.7x higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. Customer Experience: A duo of two harmless and normal words. Hence, creating positive customer experiences is a necessity for businesses today. return on spend, and 1.6x

Customer Support 334

Customer Support Customer retention Customer Experience Management 334