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

AWS Machine Learning

MARCH 25, 2024

Amazon Transcribe is an AWS service that allows customers to convert speech to text in either batch or streaming mode. It uses machine learning–powered automatic speech recognition (ASR), automatic language identification, and post-processing technologies. For more information about data privacy, see the Data Privacy FAQ.

Best practices 79

Best practices APIs Transportation Personalization 79

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

JANUARY 29, 2021

Date: Friday, January 29, 2021 Author: Pauline Ashenden - Demand Generation Manager How to pick the right contact centre technology for your business. Author: Pauline Ashenden - Demand Generation Manager Successfully delivering high-quality customer service starts with having the right technology infrastructure in place.

Technology 127

Technology Best practices Customer Service Management 127

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

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

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. You might also be interested in these posts: What’s driving customer facing technology investment in local councils? 3 key CX gaps between companies and their customers.

Self service 93

Self service Marketing Technology Management 93

Eptica

JULY 7, 2021

Our latest blog looks at the unique needs colleges have around clearing – and how the right cloud-based technology can help them succeed. Delivering excellent customer service at the moments that matter. Tags: clearing, universities, colleges, cloud-based technology Categories: Best Practice.

Best practices 126

Best practices Technology Management Customer Service 126

Eptica

JULY 29, 2022

Date: Friday, July 29, 2022 Author: Pauline Ashenden - Demand Generation Manager Automating and digitising CX in financial services. Our latest blog explains how businesses in the sector can address key challenges around security, compliance, personalisation and efficiency to digitise and transform customer service.

B2B 77

B2B Marketing Technology Customer Service 77

Eptica

SEPTEMBER 7, 2021

Author: Pauline Ashenden - Demand Generation Manager More and more contact centres are recognising the benefits of adopting cloud technologies or moving their entire infrastructure into the cloud. You might also be interested in these posts: How to plan for customer service success at peak times. Share this page on: Tweet.

Best practices 106

Best practices Technology Management Customer Service 106

Eptica

JUNE 7, 2021

It is all about a combination of culture and technology, as our latest blog explains. You might also be interested in these posts: How Housing Associations can transform customer service in 2021. Successfully embracing AI for customer service. Share this page on: Tweet.

Management 127

Management Best practices Marketing Technology 127

Eptica

JUNE 25, 2021

Author: Pauline Ashenden - Demand Generation Manager Looking after your agents has always been important to successful customer service. Our latest blog outlines the business benefits of focusing on your agents – and explains how technology can help alongside creating the right culture and processes.

Best practices 99

Best practices Marketing Technology Management 99

Eptica

MARCH 12, 2021

Date: Friday, March 12, 2021 Author: Pauline Ashenden - Demand Generation Manager 3 areas to focus on to meet changing customer needs. Author: Pauline Ashenden - Demand Generation Manager Today’s consumers are increasingly demanding when it comes to customer service, particularly around digital, omnichannel and mobile.

Marketing 120

Marketing Technology Customer Service Management 120

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. You might also be interested in these posts: How to pick the right contact centre technology for your business. Learning from Santa’s customer service success.

Customer Service 104

Customer Service Best practices Technology Management 104

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

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

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

AWS Machine Learning

JUNE 15, 2022

Amazon Polly uses advanced deep learning technologies to synthesize text to speech in real time in various output formats, such as MP3, ogg vorbis, JSON, or PCM, across standard and neural engines. You can achieve this with the help of SSML tags provided by Amazon Polly. We will discuss this with an example further in this blog post.

Engineering 85

Engineering Technology Personalization Management 85

Eptica

FEBRUARY 5, 2021

Looking forward, the world of work has changed forever, leading to a need for a hybrid working model within customer service. Our blog explains how you can successfully underpin this change with technology – read it here on our parent company Enghouse Interactive’s site.

Cloud contact 72

Cloud contact Quality management Marketing Technology 72

Eptica

DECEMBER 11, 2020

Author: Pauline Ashenden - Demand Generation Manager Thanks to the pandemic and the spread of technology, video has become a much larger part of how we all communicate. Read the full blog post here on our parent company Enghouse Interactive’s blog. Why creating empathy in your customer service is so hard.

Best practices 66

Best practices Marketing Technology Customer Service 66

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 70

Enterprise APIs Government Accountability 70

Eptica

APRIL 1, 2021

Drawing on expert analysis, our latest blog explains how you can calculate the ROI of Teams in five areas – read the full article on our parent company Enghouse Interactive’s site. How to build mental muscle memory for customer service success. How to pick the right contact centre technology for your business.

Best practices 72

Best practices Technology Management Customer Service 72

aircall

JULY 25, 2022

The right technology and the right sales acumen will make your sales team unstoppable. Depending on your market and on the product or service you sell, longer or shorter phone calls can mean different things. Number and Duration of Calls Per Tag. Is there a time slot that works best with customers?

Metrics 62

Metrics Sales Management Accountability 62

Eptica

MARCH 20, 2020

How can businesses support them effectively using technology, especially video connectivity? To find out, read the latest post on our parent company Enghouse Interactive's blog where you can learn how video communications can bring together remote staff, maintain a connected corporate culture and best support them now - and in the future.

Best practices 72

Best practices Self service Marketing Technology 72

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. Tagging is tagging.

B2B 48

B2B Customer Experience Chatbots Feedback 48

Eptica

MARCH 4, 2020

Date: Wednesday, March 4, 2020 Author: Guest author: Shep Hyken Keep Your Customers Amazed. Author: Guest author: Shep Hyken In our latest guest post, noted customer service expert Shep Hyken explains the importance of amazement to keeping your customers happy and loyal. Unlocking customer insight with technology.

Best practices 79

Best practices Technology Customer Service Customer Experience 79

aircall

AUGUST 29, 2022

Or the impact of the resolutions provided to customers? This metric is all about how many customers had their issues resolved on the first call. If your FCR is high, it means your agents are able to help customers right away. Customer is put on hold or in a queue, and they hang up while waiting.

Call Center 118

Call Center virtual call center call center software Self service 118

Eptica

DECEMBER 3, 2020

Based on our experience and talking to partners and customers, we’ve highlighted 5 key areas that will impact customer service in the coming year – from employee well-being and security to listening more closely to the Voice of the Customer. Two key themes that are driving UK customer experience post-pandemic.

Analytics 72

Analytics Marketing Technology Management 72

Eptica

SEPTEMBER 10, 2020

Author: Trevor Davies, Head of Products, Enghouse Interactive According to research by Contact Babel for the UK Contact Centre Decision-Makers Guide, 95% of contact centres now use call recording technology and only 1% said that they have no intention of introducing call recording in the future.

Quality management 74

Quality management Analytics Technology Marketing 74

Beyond Philosophy

DECEMBER 12, 2016

A survey by CFI group , global leaders for providing customer feedback, conducted a holiday retail report sponsored by Radial, an Omni channel commerce technology and operations provider. Loyalty Programs with special promotional offers ; these incentives influence 93% of customers to sign up. It doesn’t feel exclusive.

Consulting 392

Consulting Consulting Sales Customer Experience 392

JustCall

MARCH 31, 2021

JustCall and the team have been working hard to bring customer happiness satisfaction with new changes and improvements. And we are happy to share here, all that we achieved because of the love and support from our customers! An update that provides sales and service reps with tangible call insights as never before.

call center software 52

call center software APIs Call Center Coaching 52

AWS Machine Learning

FEBRUARY 13, 2024

BigBasket serves over 10 million customers. Customer challenges Today, most supermarkets and physical stores in India provide manual checkout at the checkout counter. In most stores, the checkout counter is different from the weighing counters, which adds to the friction in the customer purchase journey.

Engineering 97

Engineering Gamification Scripts Big data 97

TMP Direct

SEPTEMBER 16, 2021

With a combination of marketing tactics, sales techniques, technology and data, you can fuel your lead generation channels and make them work the way they’re supposed to. The more your target audience sees of you with posts they have interest in, the more likely they are to purchase your product or services.

B2B 96

B2B B2C Chatbots Advertising 96

AWS Machine Learning

NOVEMBER 17, 2022

Organizations are using machine learning (ML) and AI services to enhance customer experience, reduce operational cost, and unlock new possibilities to improve business outcomes. Amazon SageMaker is a fully managed ML service that enables you to build, train, and deploy models at scale for a wide range of use cases.

Engineering 63

Engineering Big data Accountability Analytics 63

Eptica

AUGUST 5, 2020

Date: Wednesday, August 5, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service – Part 3: Putting the right resources in place. Therefore, look to increase available resources by freeing up agent time by implementing web self-service.

Customer Service 112

Customer Service Self service Best practices Consulting 112

AWS Machine Learning

OCTOBER 2, 2023

We show you how to use AWS IoT Greengrass to manage model inference at the edge and how to automate the process using AWS Step Functions and other AWS services. The sample use case used for this series is a visual quality inspection solution that can detect defects on metal tags, which you can deploy as part of a manufacturing process.

Engineering 87

Engineering APIs Management Enterprise 87

Nicereply

JULY 11, 2022

Commonly we talk about Support teams having the most contact with customers and we need to find ways to utilize this insight to create a better customer experience. Ashley Sachs , Director of Customer Success at Sealed believes the key to that is cross-functional relationships and empathy. Do those exist?

SaaS 98

SaaS Marketing Technology Surveys 98