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

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

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

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

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

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

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. Published on: January 31, 2022.

Agent Empowerment 111

Agent Empowerment Best practices Self service Marketing 111

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

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

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

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. You might also be interested in these posts: 5 key trends that are impacting call recording in 2020. Published on: October 02, 2020. Share this page on: Tweet.

Customer Experience 127

Customer Experience Marketing Customer Service Management 127

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

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. You might also be interested in these posts: How Housing Associations can transform customer service in 2021.

Management 127

Management Best practices Marketing Technology 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

MAY 21, 2021

Our latest blog outlines the reasons that agent stress is dramatically increasing – and four areas around wellbeing that contact centres need to focus on moving forward. You might also be interested in these posts: Successfully embracing AI for customer service. 3 areas to focus on to meet changing customer needs.

Marketing 125

Marketing Management Customer Service 125

Eptica

MARCH 5, 2021

Author: Pauline Ashenden - Demand Generation Manager Moving forward the needs of customers – and customer service staff – are changing radically. You might also be interested in these posts: 4 key trends from the 2021 ICS UK Customer Satisfaction Index. How can contact centres transform successfully?

Analytics 104

Analytics Marketing Customer Service Management 104

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 17, 2021

Author: Pauline Ashenden - Demand Generation Manager Customers are now more demanding – and want to be able to contact organisations across more and more channels. Our latest blog explores why omnichannel is now more important than ever, while highlighting the benefits it brings to both customers and businesses.

Marketing 112

Marketing Management Customer Service 112

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. Which channels do consumers prefer for customer service and why? Share this page on: Tweet.

Marketing 104

Marketing Management Customer Service 104

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

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

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

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

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

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

Eptica

MAY 12, 2022

Author: Pauline Ashenden - Demand Generation Manager The pandemic and the shift to home working have accelerated the trend of contact centres moving to cloud based solutions. You might also be interested in these posts: How self-service is evolving and how to deploy it. Four ways to avoid customers having to repeat themselves.

Cloud contact 71

Cloud contact Best practices Self service Management 71

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. Sid shares with us how these insights get Support a seat at the table to help shape the Customer Experience.

Customer Experience 114

Customer Experience Feedback Surveys Customer Support 114

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

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

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

FEBRUARY 12, 2021

Date: Friday, February 12, 2021 Author: Pauline Ashenden - Demand Generation Manager 4 key trends from the 2021 ICS UK Customer Satisfaction Index. Author: Pauline Ashenden - Demand Generation Manager How are customer needs changing and how satisfied are consumers with the service they are receiving?

Best practices 72

Best practices Marketing Customer Service Management 72

Eptica

JANUARY 15, 2021

However, one thing is clear – consumers will continue to demand the highest standards of customer service, whatever channel they use to make contact with you. Our latest blog explains where you need to focus to get your customer service fit for 2021. Reviewing 2020 – our top blog posts from last year.

Marketing 72

Marketing Customer Service Management 72

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. Share this page on: Tweet.

Cloud contact 72

Cloud contact Quality management Marketing Technology 72

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

DECEMBER 11, 2020

Extending video into customer service delivers major benefits to both consumers and organisations – our new blog explains the advantages and how it can be incorporated into your contact centre. Read the full blog post here on our parent company Enghouse Interactive’s blog. Share this page on: Tweet.

Best practices 66

Best practices Marketing Technology Customer Service 66

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