Eptica

SEPTEMBER 16, 2020

Date: Wednesday, September 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Two key themes that are driving UK customer experience post-pandemic. Read the post in full here on our parent company Enghouse Interactive’s website. Published on: September 16, 2020. Share this page on: Tweet.

Customer Experience 127

Customer Experience Contact Center Marketing Management 127

Eptica

FEBRUARY 5, 2021

Author: Pauline Ashenden - Demand Generation Manager The last year has transformed contact centres, with the majority forced to switch to remote working due to pandemic lockdowns. 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

MAY 28, 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. You might also be interested in these posts: Increasing agent retention in the hybrid workplace. Share this page on: Tweet.

Customer Service 72

Customer Service Metrics Marketing Management 72

Eptica

JANUARY 15, 2021

Author: Pauline Ashenden - Demand Generation Manager The ongoing pandemic makes it difficult to predict the near-future. Our latest blog explains where you need to focus to get your customer service fit for 2021. Our latest blog explains where you need to focus to get your customer service fit for 2021.

Marketing 72

Marketing Customer Service Management 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. Share this page on: Tweet.

Best practices 66

Best practices Marketing Technology Customer Service 66

Eptica

NOVEMBER 6, 2020

Author: Pauline Ashenden - Demand Generation Manager Thanks to the pandemic this year the Christmas shopping season will take place increasingly online, with consumers embracing ecommerce, many for the first time. Learn more by reading the full post on our parent company Enghouse Interactive’s website. Share this page on: Tweet.

Multichannel 83

Multichannel Marketing Customer Service Customer Experience 83

Eptica

MARCH 19, 2021

Millard Understanding the impact of the pandemic on customer experience. In our latest guest blog post, BT’s Dr Nicola Millard explains what the findings mean for customer service in 2021 and beyond. Read the full article here on the website of our parent company Enghouse Interactive Tags: Dr Nicola J.

Customer Experience 72

Customer Experience Marketing Customer Service 72

Eptica

APRIL 28, 2020

Author: Manuela Pifani, CXellence Consulting This week we’re featuring different perspectives on customer service and customer experience during the current COVID-19 pandemic and beyond. ” Read the full post here. Check back later in the week for further insight on customer service in the age of COVID-19.

Best practices 79

Best practices Consulting Consulting Customer centricity 79

Eptica

MARCH 20, 2020

Author: Pauline Ashenden - Marketing Manager Given the current coronavirus pandemic, many employees across the world are now working from home, often for the very first time. Read the full post here. Tags: Video, video communications, videoconferencing, working from home, culture, Enghouse, vidyo Categories: Best Practice.

Best practices 72

Best practices Self service Marketing Technology 72

TMP Direct

SEPTEMBER 16, 2021

It’s no secret that the Covid-19 pandemic has been detrimental to the economy’s health. 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. The post Getting customers during a pandemic appeared first on TMP Direct.

B2B 96

B2B B2C Chatbots Advertising 96

Eptica

DECEMBER 3, 2020

Click here to read all about these five in-depth predictions in this post on our parent company Enghouse Interactive’s blog. You might also be interested in these posts: How to prepare your contact centre for Black Friday and beyond. Two key themes that are driving UK customer experience post-pandemic.

Analytics 72

Analytics Marketing Technology Management 72

Playvox

AUGUST 23, 2022

Chat for customer support was starting to trend before the pandemic. In this post, we’re going to dig a little deeper into some of the reasons you should be analyzing your chat support customer conversations. By analyzing customer conversations and reviewing your tagging can you understand the potential reasons for customer churn.

Benchmark 52

Benchmark Analytics Banking Customer Support 52

Eptica

AUGUST 5, 2020

Author: Anne-Merete Jensen - Senior Business Consultant It’s essential that businesses are ready for changing customer needs as we inch our way out of pandemic lockdowns and move closer to Peak. In this final post, I’ll look at how you can put the right resources in place to fill any gaps identified by your audits.

Customer Service 112

Customer Service Self service Best practices Consulting 112

aircall

AUGUST 29, 2022

Other features that can help with productivity include call tagging, filtering, call forwarding, queue management, parallel calls, and advanced analytics. Because of the pandemic, virtual call centers have been the new norm. The post 4 Ways to Measure & Improve Call Center Productivity appeared first on Aircall Blog.

Call Center 118

Call Center virtual call center call center software Self service 118

Outsource Consultants

OCTOBER 13, 2020

If you read the blog title and thought, “Great! Meanwhile, nearshore locations across Central and South America, offering ever-improving service and pricing, are closing the gap during the pandemic. . Few (if any) outsource locations can compete with The Philippines on price tag. A quick answer to my question,” I’m sorry.

outsourcing 128

outsourcing Call Center Contact Center Marketing 128

Eptica

APRIL 15, 2020

Author: Taoufik Massoussi - Product Manager & Head of AI We are clearly going through an unprecedented time of change due to the COVID-19 pandemic, which is disrupting all of our lives. Not only will listening help improve the experience you deliver now, but it will provide invaluable insight for your post-crisis planning and operations.

Surveys 95

Surveys Best practices Analytics Feedback 95

Eptica

APRIL 30, 2020

Two trends are driving the current situation: People understand that the pandemic is going to impact our way of life for some time, with full or partial lockdowns likely to be extended for many months The service and experience that companies provide are vital, not just to their existing reputation and revenues, but for the future.

Self service 74

Self service Best practices Morale Banking 74

Eptica

AUGUST 19, 2020

The current pandemic has highlighted how CX impacts the bottom line – those businesses that have successfully delivered an empathetic, reassuring experience have not only retained customers but increased their loyalty. As we move out of the lockdown phase of the pandemic businesses face a raft of new customer experience challenges.

Customer centricity 82

Customer centricity Chief Customer Officer Best practices Customer Experience 82

USAN

JUNE 14, 2022

Since the start of the pandemic, stories of rude, agitated customers have been on the rise. As such, companies put tools in place to score agents’ capabilities based on everything from call length to post-call customer survey responses. The tag identifies them as experts at answering complex calls effectively.

Contact Center 52

Contact Center Gamification Construction Technology 52

Momentum Telecom

DECEMBER 21, 2020

For a lot of us, we left behind these icons of office life in March 2020, as the COVID-19 pandemic forced an abrupt switch to working remotely. March 11, 2020, was a watershed moment in the public imagination during the COVID-19 pandemic. Identical rows of desks in an open-plan layout. Not exactly. .

Entertainment 98

Entertainment Education Technology Employee engagement 98

ProProfs Blog

APRIL 30, 2020

The COVID-19 pandemic continues to spread like wildfire, taking people’s lives, and severely impacting various economies across the globe. Panicked customers can approach you via calls, messages, live chat, Emails, and even social media tags. Show them that just like them you are also an entity affected by this ongoing pandemic.

Surveys 128

Surveys Customer Support Marketing Customer centricity 128

Eptica

JUNE 16, 2020

Every organisation has different requirements and needs to make its own choice, but for those considering a switch, this blog post outlines four key benefits of moving from on-premise to the cloud. Manage costs and enable innovation The economic damage caused by the pandemic is likely to be long-term and widespread.

Best practices 63

Best practices Technology Management Marketing 63

CSM Magazine

MARCH 31, 2023

In this blog post, we’ll explore several funeral home lead-generation methods that can help attract more clients and grow your business. This includes using relevant keywords in your website’s content, meta tags, and URLs. During these trying moments, families turn to funeral homes for help and direction.

Consulting 52

Consulting Consulting Education Engineering 52

JustCall

APRIL 13, 2020

With the pandemic leading to global lockdowns, teams are moving to work from home and remote culture. And summed up all the best performing hacks in this blog post they are using to achieve team success. Tag, assign and chat over support mails with the respective service agent. Eliminate duplicate replies to a customer.

Customer Service 98

Customer Service Interactive Voice Response Analytics First call resolution 98

aircall

MARCH 16, 2022

Once your customer is on the line, you also need features that help agents build empathetic connections quickly: Tagging the call, for example, “Finance” or “Tech issues”, can make it simpler to track queries and resolve complex issues. for example, a five-fold increase in remote working is expected, compared to pre-pandemic. .

Customer centricity 71

Customer centricity Finance Interactive Voice Response Coaching 71

Comm100

JANUARY 21, 2021

Using pre-chat surveys you can also categorize leads and save contact information, and when a conversation ends, use the wrap-up feature to tag hot leads for follow-up. This has become all the more important during the COVID-19 pandemic and will likely remain that way. Pre- and post-chat surveys. . • Pre- and post-chat surveys.

Surveys 98

Surveys Marketing Customer Support Sales 98

JustCall

MARCH 24, 2020

Check out this blog to make the best use of tools for remote teams. You can assign, chat, and tag team members and have stress-free collaboration. Has your project management gone down the trough because of a pandemic outbreak or natural phenomena? Talk, tag people or give comments and reviews- all in one platform.

Multichannel 68

Multichannel Accountability Time management Management 68

Nicereply

APRIL 22, 2021

Many deals went south due to the whole COVID-19 pandemic, despite sales reps trying their hardest. First thing first, despite the obvious reasoning why we chose Nicereply for this part (this being a Nicereply blog and all), Nicereply is also the only CSAT survey tool with a native integration built for Pipedrive.

Sales 52

Sales Surveys Upselling Feedback 52

Creative Virtual

APRIL 9, 2020

Organisations of all sizes and across all industries are being faced with difficult decisions as they work to keep employees safe during the COVID-19 pandemic. A DIY solution may have an attractive price tag, but do you have the internal expertise and time to build a tool that will provide a positive experience for users?

Self service 52

Self service Virtual Agent Chatbots Entertainment 52

JustCall

APRIL 12, 2023

However, post-pandemic many Gong competitors have come to the fore. If you’ve been using Gong and are looking for a Gong alternative, this blog is for you. Post numbers – Keep existing numbers when changing services to help customers reach you easily. Automatic saving of customer details – Calls, texts, voicemails, etc.,

Sales 52

Sales Coaching CRM Analytics 52

JustCall

AUGUST 23, 2022

In this blog, we will discuss everything that you need to know about softphones. Since the pandemic, video calls have become more popular. By integrating your softphone with your CRM, you can also avail several other functionalities, like click-to-call, auto data entry, call disposition tags, and more. What is a Softphone?

voip 52

voip CRM Transportation Call Logging 52

ProProfs Blog

MAY 28, 2020

You can never anticipate the number of people that can be reached using a single post as it only takes that one initial share to make a post go viral. Whether you talk about sharing customer stories or posting content with attention-grabbing captions, Starbucks has secured the magic potion to social media engagement.

Customer Experience 139

Customer Experience Multi-channel support Feedback Customer Support 139

C Space

SEPTEMBER 21, 2020

Caroline Samponaro, who leads micromobility policy at Lyft, said that the company was motivated by steps cities have taken during the pandemic to embrace car alternatives, as well as by concerns that cities will revert to their car-centric ways. (Lyft operates bikeshare systems in all three cities and scooters in Washington, DC.)

Entertainment 40

Entertainment Transportation Banking Sales 40

SmartKarrot

NOVEMBER 2, 2020

In the times of the coronavirus pandemic especially, a primary meter that will set businesses apart is customer experience. In this context, we reached out to business owners, influencers, startup founders to know what customer retention tactics they are using in the coronavirus pandemic. What do Experts have to say?

Customer retention 21

Customer retention Consulting Consulting Marketing 21