Eptica

OCTOBER 16, 2018

Part of our series on optimizing CX with Eptica, this blog post explains how reporting can power customer experience improvement , as well as giving you the ability to enhance productivity. That’s why here at Eptica we provide comprehensive reporting functionality as part of our customer experience platform.

Best practices 68

Best practices Average Handle Time Self service Contact Center 68

Lumoa

FEBRUARY 28, 2023

They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder. However, a robust Voice of the Customer program also uses things like customer conversations, social media, and website behavior as inputs. Your customers are sharing their experiences online.

Feedback 83

Feedback Surveys Metrics Customer Experience 83

Momentum Telecom

JANUARY 29, 2021

Followers of Momentum Telecom on our social media profiles will have noticed a particular theme that took shape in January. The ability to collaborate via voice and video , leverage a cloud-based contact center , or easily scale up a data network all put valuable extra points on the board.

Technology 98

Technology Consulting Consulting Sales 98

aircall

JANUARY 29, 2021

In a nutshell, call center training is the time that your company spends teaching call center representatives how to use communication techniques, digital tools, and workflows to ensure a good customer experience with every call. Call center training encompasses many different areas. Call Center Training For Your Support Agents.

Best practices 62

Best practices Call Center call center software Morale 62

aircall

JANUARY 4, 2021

B2B sales prospecting may include some combination of emails, inbound and outbound calls , blogging, social marketing, press releases, and various other marketing activities. As prospects make contact with your company, skilled salespeople use other processes and strategies to keep these prospects engaged.

B2B 71

B2B Sales Best practices voip 71

aircall

MARCH 16, 2018

Specifically, these responses indicated support teams were understaffed, and that candidates should be better screened for the social demands of support jobs. To tell if a candidate is ready to take on a customer support or call center position, team leads and managers should thoroughly screen candidates. And they have a point.

Customer Support 88

Customer Support Brand ambassadors Morale Surveys 88

Eptica

JANUARY 6, 2016

However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. In descending order the top 5 blogs were: 1. Read the full post here. To find out more click here.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

CSM Magazine

DECEMBER 18, 2017

Progressive businesses are further engaging their customers via using social media. In this article, we have provided the main tips that help you utilize social media in order to provide exceptional service to your customers. Companies have to be deliberate about creating and evolving client engagement on social channels.

Customer Service 40

Customer Service Accountability Analytics Metrics 40

Eptica

MAY 8, 2019

He has thirty years’ experience in AI research, with a PhD from Carnegie Mellon University and his blog on Sina Weibo has over fifty million followers. 5 top priorities for today’s contact centers. Very readable and extremely thought-provoking. Please leave your feedback in the comments section. Share this page on: Tweet.

Chatbots 55

Chatbots Best practices Engineering Education 55

Eptica

MARCH 16, 2016

Author: Neil Cox At heart, humans are social beings. In a recent Forrester blog and podcast, analyst Maxie Schmidt-Subramanian outlines three ways that companies can introduce emotion-based metrics – and convince senior managers that emotion has an impact on the bottom line: 1. Published on: March 16, 2016.

Customer Experience 49

Customer Experience Multichannel Metrics Contact Center 49

Eptica

FEBRUARY 6, 2019

For deeper insights you need to analyze the many real interactions that your organization has with customers every day, such what they say on email, chat or social media. Reviewing 2018 – our top 10 blog posts from the year. Share this page on: Tweet. Why 2019 is all about trust for brands and consumers.

Automotive 73

Automotive Best practices Banking Customer emotions 73

aircall

MARCH 23, 2018

Social media, email, online chat, and phone are all now considered routine ways to contact support. Your CRM was integrated with your communication channels, and your well-trained agents used call tags to properly document inquiries. appeared first on Customer Experience & Cloud Call Center | Aircall Blog.

Surveys 86

Surveys CRM Education Metrics 86

Aspect

JUNE 22, 2018

Many help desk software options will allow you to tag conversations to track most-answered questions or high-frequency topics. It’s not enough to simply provide outlets for them to share concerns, such as social media, leaving comments on your website, or venting in frustration to a representative. Active Listening.

Technology 48

Technology Self service contact center solutions Cloud contact 48

aircall

JUNE 30, 2021

Meanwhile, the community that Aerie Clothing has built on social media is said to be the reason many expect it to reach a valuation of $1 billion in the next few years. Connect on Social Media . Social media channels allow businesses to interact directly with their audience. Starbucks has 19.3

Customer retention 62

Customer retention Customer advocacy Wait times Brand ambassadors 62

Vistio

FEBRUARY 1, 2022

With over 16 years of building and leading customer service and experience teams, she is also the co-founder of a customer service blog, CustomerServiceLife.com. A lot of the things when I’m writing an email or there’s an FAQ on the website or something goes out on social, it does need to be passed through the regulatory team.

Contact Center 52

Contact Center Customer Service Morale Engineering 52

Nicereply

OCTOBER 14, 2019

I contacted Kelly Lynch, a customer support agent by day, and a stand-up comedian and disability advocate by night to help me learn more about how customer support teams can become more accessible to a wider range of users. Test your help center with screen readers and text enlargers. Provide alt images tags. Seek feedback.

Customer Support 70

Customer Support Airlines Government Interactive Voice Response 70

LiveChat

NOVEMBER 16, 2018

The last decade has been defined by the customer becoming the center of nearly every business initiative. Content may be of many different types – blog posts, videos, white papers, case studies, and more. is definitely the blog post. What do your blog posts do? Do they spread your brand message?

Customer Support 45

Customer Support Customer Care Entertainment Education 45

TLC Associates

OCTOBER 30, 2019

You’ve likely thought that very question (or a variation of it) while talking to vendors about outsourced contact center solutions. Yet there’s another equally important follow-up question you need to ask: “how much do in-house contact center operations cost me?”. Your Contact Center Location Costs.

Contact Center 40

Contact Center outsourcing Real estate Interactive Voice Response 40

ProProfs Blog

DECEMBER 4, 2020

A great example of this is how Netflix is combining customer service and product promotions with its social accounts. In this blog, we’ll help you explore the effects of customer service and marketing on each other, why they should be used together, and how to integrate customer service in a marketing plan. Netflix and chill?

Marketing 147

Marketing Customer Service Upselling Customer Support 147

aircall

MAY 1, 2022

Your company’s contact center solution makes a first and lasting impression of your company, giving the customer an experience that will tell them about the kind of journey they can expect if they choose to do business with you. What Is a Contact Center as a Service or CCaaS? CCaaS stands for contact center as a service.

Contact Center 62

Contact Center voip Interactive Voice Response contact center solutions 62

aircall

AUGUST 29, 2022

There’s a reason business owners are obsessed with call center productivity. There are a lot of factors to look into, but one thing’s for sure: The productivity of a call center plays a key role in its growth and competitiveness. . What is call center productivity? So how do you measure call center agent productivity?

Call Center 118

Call Center virtual call center call center software Self service 118

CSM Magazine

APRIL 26, 2022

Qualtrics, the leader and creator of the experience management (XM) category, today announced Qualtrics Social Connect, a new digital customer service and social listening solution. 94% of consumers expect brands to answer questions and respond to negative posts on social media and they want a response quickly.

Contact Center 52

Contact Center Customer Service Call Center Customer Care 52

AWS Machine Learning

NOVEMBER 22, 2023

Use the “Generative AI” tag as you are browsing the session catalog to find them. Workshops AIM302 (LVL 300) | Use generative AI to extract insights from contact center recordings Monday November 27 | 8:30 AM – 10:30 AM (PST) Learn how to derive insights from contact center recordings and other media using Amazon Transcribe and generative AI.

Engineering 114

Engineering Best practices APIs Government 114

JustCall

MARCH 9, 2023

Given the fact that contact centers are where most of the customer activity happens, this department needs robust tools and solutions to handle the load. To help businesses manage call volumes in addition to keeping their efforts goal-aligned, they can choose from various types of contact center solutions.

Contact Center 52

Contact Center Multichannel Interactive Voice Response outsourcing 52

aircall

SEPTEMBER 6, 2021

And that doesn’t even include the queries they have to handle via emails, chats, SMS, and social media. Train and mentor your call center agents to communicate with customers well. Integrate CRM into the process to tag calls and receive insight cards. Personalize call center scripts according to the customers’ needs.

Interactive Voice Response 93

Interactive Voice Response Wait times outsourcing Call Center 93

JivoChat

APRIL 27, 2022

You can customize the URLs and meta tags, the platform creates sitemaps automatically, optimizes site images, and enables you to have a mobile-friendly website. You can, for instance, present the practice areas, your team of attorneys, and insert a contact form as well. 20 Best Wix Website Templates. Business & Service.

Real estate 75

Real estate Consulting Consulting Education 75

JustCall

APRIL 5, 2023

This blog dives deep to pull out insights that help you choose. User Interface Comparison The user interface is the first point of contact between the user and the application. However, IVR is available for Contact Center plans only. Intelligent IVR is also available for Contact Centers as an add-on service.

Interactive Voice Response 52

Interactive Voice Response Contact Center APIs Analytics 52

JustCall

DECEMBER 24, 2022

As a result, response times are being shaved down to slivers with stringent benchmarks like 60 minutes for emails, 15-60 minutes for social media, 48 seconds on live chat, and just 20 seconds on call! Once this tag sticks and you live up to it, you will notice accelerated business growth across different verticals!

Best practices 52

Best practices Customer Service Customer centricity Self service 52

OctopusTech

SEPTEMBER 29, 2022

It also integrates with different platforms like group chat apps and social media platforms like Facebook, Instagram, Whatsapp, and many more. The software integrates tickets from multiple channels such as email, social media, phone calls, messages, etc. Integration with systems. Team collaboration. Call support system.

Customer Service 62

Customer Service CRM Self service Analytics 62

Hodusoft

JULY 26, 2023

Ameyo Alternative: A Comparison of the Best Contact Center Software If you type “ best contact center software for small businesses ” or “most affordable contact center software” or “top 10 contact center software” and type enter, you will get about a dozen of websites on the first page of the search engine results page.

Contact center software 52

Contact center software Contact Center Interactive Voice Response Transportation 52

aircall

JANUARY 27, 2021

With so many people needing to work remotely, you may be wondering how to start a virtual call center , and if so, how to do it right. Many companies are following the trend by switching their on-site call center to a totally virtual call center. Others are setting up a virtual call center right from the start.

virtual call center 62

virtual call center Call Center call center software voip 62

aircall

MARCH 19, 2021

Contact details: Email, mobile number, etc. Social media details: Instagram, Facebook, and Twitter handles. Online activity information: Website visits and click-throughs, product views, social media engagement, etc. . The post Why Access to Customer Data is Essential for Sales Performance appeared first on Aircall Blog.

Sales 62

Sales CRM Marketing Best practices 62

Call Center Pros

OCTOBER 15, 2018

Indeed, simply by giving access to all your communication platforms, you can entrust the management to them: receiving and sending emails, feeding social networks, receiving calls … In this same perspective, it can also manage all your schedule according to the proposed and planned meetings. Database Building / Updating Contacts or CRM.

Technical Support 40

Technical Support outsourcing Airlines Accountability 40

REVE Chat Blog

NOVEMBER 6, 2019

Contact center trends provide businesses a futuristic view of how digital transformation and the use of artificial intelligence (AI) would help their call centers to deliver an optimal customer service experience. Key challenges faced by the contact centers . The top contact center trends to watch out in 2020.

Contact Center 82

Contact Center Interactive Voice Response Call Center Chatbots 82

Eptica

JUNE 22, 2016

The answer that a customer receives varies depending on how they make contact, or even who they speak to, leading to confusion, a poor experience and higher costs (repeat contact from customers as well as maintaining multiple systems). Share this page on: Tweet.

Customer Experience 55

Customer Experience Multichannel Contact Center Best practices 55

Pointillist

MARCH 1, 2019

For a business, that means high costs and inefficient call center operations. Call centers, therefore, want to improve first call resolution rate, reduce call volume, and excel at customer service while reining in high costs. can be the breakthrough that call centers need in order to deeply understand customer service journeys.

First call resolution 75

First call resolution Call Center Self service Analytics 75

Eptica

FEBRUARY 23, 2016

McKinsey’s example reminds me very much of the experience of my colleague Olivier Njamfa’s own experiences moving house, as detailed in a previous blog. While customers were satisfied with the service they received, the cumulative effect of the phone calls, emails and letters required left them annoyed and upset.

Multichannel 49

Multichannel Customer Service Finance Contact Center 49