Blog - Customer Contact Central

Reviewing 2020 – our top blog posts from last year

Eptica

JANUARY 5, 2021

Date: Tuesday, January 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Reviewing 2020 – our top blog posts from last year. blog post here ?on on the Enghouse Interactive blog. Delivering impactful results from your Voice of the Customer programme. blog post here ?on on the Enghouse Interactive blog.

Self service

Self service Marketing Management Customer Service

Reviewing 2018 – our top 10 blog posts from the year

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time

Average Handle Time Best practices Surveys Chatbots

2019 in focus: our top 10 blog posts from the year

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. This blog looks at how CX has evolved , and the priorities for brands looking forward into the new decade. Published on: January 09, 2020. Avoid these Five CX Leadership Traps! Share this page on: Tweet.

Customer centricity

Customer centricity Self service Marketing Customer Experience

Delivering impactful results from your Voice of the Customer programme

Eptica

NOVEMBER 13, 2020

Date: Friday, November 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Delivering impactful results from your Voice of the Customer programme. Listening to the Voice of the Customer (VoC) is central to this – but where should organisations start when it comes to implementing and scaling their programmes?

Best practices

Best practices Analytics Marketing Customer Experience

6 keys to success for outsourced customer service providers

Eptica

NOVEMBER 26, 2021

In our latest blog we outline six key areas that are important for success in outsourced customer service – from balancing resources and ensuring consistency of service, to meeting the specific requirements of individual clients. billion between now and 2025. Share this page on: Tweet. Preparing for future customer service challenges.

outsourcing

outsourcing Customer Service Cloud contact Best practices

Learning from Santa’s customer service success

Eptica

DECEMBER 16, 2020

Our last blog of the year looks at the secrets of his success – and how contact centres can learn from him. Read the full article on our parent company Enghouse Interactive’s blog. Delivering impactful results from your Voice of the Customer programme. How do you create super-agents in your organisation?

Customer Service

Customer Service Best practices Management

Overcoming the challenges to effective interaction recording

Eptica

FEBRUARY 17, 2023

Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome. Read the full article on our parent company Enghouse Interactive’s site.

Best practices

Best practices Management

Why we need to think of the contact centre as a revenue engine

Eptica

SEPTEMBER 24, 2021

Our latest blog explores how these ideas are being superseded. Tags: contact centre, Voice of the customer, Natural Language Processing, Revenue Generator Categories: Best Practice. Managing it successfully relied on improving productivity and keeping costs low, without impacting the service that was delivered.

Engineering

Engineering Best practices Management Customer Service

Why creating empathy in your customer service is so hard

Eptica

NOVEMBER 24, 2020

In our latest guest blog, noted CX expert Adrian Swinscoe explains that while empathy is seen as a ‘soft’ skill, becoming more empathetic is actually extremely hard work. Find out more by reading the full blog post on our parent company Enghouse Interactive’s website. Share this page on: Tweet.

Customer Service

Customer Service Marketing

100 Integrations and Counting: Celebrating Our Partner Ecosystem

aircall

APRIL 25, 2022

Our partners recognize the power of adding voice to their products and enabling customers to have richer, more meaningful conversations. Together, we’re building the future of voice. . Front : Provide tailor-made support to customers with voice, email, chat, SMS, and more centralized in one platform. . A Toast to Our Partners.

APIs

APIs CRM Technical Support Marketing

The benefits of bringing video into the contact centre

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.

Best practices

Best practices Marketing Technology Customer Service

Contact centre predictions to watch for in 2021

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.

Analytics

Analytics Marketing Technology Management

Product News – November 2022

Lumoa

NOVEMBER 3, 2022

This lets you make note of specific feedback, track who is taking actions on it, and get alerted if important feedback comes in. Hint: its a feature, not a bug.

Analytics

Analytics Feedback Accountability Marketing

How do you create super-agents in your organisation?

Eptica

NOVEMBER 27, 2020

Our new blog looks at the four areas to focus on if you want to integrate super agents into your contact centre - read the full blog post on our parent company Enghouse Interactive’s website to learn more. You might also be interested in these posts: Delivering impactful results from your Voice of the Customer programme.

Self service

Self service Best practices Personalization Management

The Reason You Need a Phone System for Your Internet Business

VirtualPBX

AUGUST 20, 2020

Now consider the boost that adding a voice service to your online chat or automated chatbot can provide to the services you provide and the experience your customers enjoy. A recent guest post on our blog points out the benefits of using a chatbot for your customer support. Grow From Entrepreneur to Enterprise.

Chatbots

Chatbots APIs voip Enterprise

Aircall Launches Strategic Partnership with CXA Platform ActiveCampaign

aircall

NOVEMBER 7, 2022

View a full timeline of conversations with call notes, tags, and recordings logged in ActiveCampaign to personalize customer relationships. The post Aircall Launches Strategic Partnership with CXA Platform ActiveCampaign appeared first on Aircall Blog. Build Customer Relationships at Scale.

Call Logging

Call Logging CRM Sales Marketing

2 Proven Ways to Boost Your Ecommerce Sales with Affiliate Marketing

JivoChat

AUGUST 10, 2023

Do they create quality content that aligns with your brand voice and business goals? These include email marketing, blogging, social media marketing, and guest posting. Product comparison blog posts are online guides that compare two or more products. Comment on the promo post and tag their friends.

Sales

Sales Marketing SaaS Construction

Using Web Components in a React Application

Nexmo

OCTOBER 7, 2020

In the <head> tag of publicindex.html file in the sample code, you will find: <!-- The steps below are a modified version and a quick overview of our making an in-app voice call tutorial to use our Web Components. The post Using Web Components in a React Application appeared first on Vonage Developer Blog.

APIs

APIs Scripts Accountability

The 5 Best Genesys Alternatives for Your Business

aircall

JANUARY 25, 2023

Its features include AI, voice, analytics, and workforce management. Essential phone features include toll-free numbers, a virtual call center, international numbers, voicemail, call conferencing, and interactive voice response (IVR). The post The 5 Best Genesys Alternatives for Your Business appeared first on Aircall Blog.

Interactive Voice Response

Interactive Voice Response call center solutions Analytics APIs

8×8 Alternatives: The Top 4 for Customer-Centric Teams

aircall

JANUARY 11, 2023

8×8 is an API solution that integrates voice, video, chat, and contact center functions into one cloud-based communications platform. Entry-Level Features: Unlimited voice & video calling, voicemail, toll-free numbers, auto-attendant. Join the leading app ecosystem for voice. and Canada, music on hold, and voicemail.

Customer centricity

Customer centricity Interactive Voice Response CRM Analytics

The importance of listening to customers during COVID-19

Eptica

APRIL 15, 2020

The Voice of the Customer has always been at the heart of creating a customer-centric business, but in rapidly changing and uncertain times fast, accurate insight, particularly using unstructured data , provides a guide to how to best meet consumer needs. Look at tools that can help you do three things: 1. Learn more at www. com / en /.

Surveys

Surveys Best practices Analytics Feedback

How to Use Machine Learning to Analyze Support Tickets and Survey Responses

Mindtouch

AUGUST 22, 2018

It’s not always easy to get valuable insight from vast amounts of data, especially when it comes to the voice of customer feedback. When customers write in about their issues, machine learning algorithms tag comments by categories (“technical”, “refunds”, or “dashboard”, for example) in real-time.

Surveys

Surveys Feedback Self service Customer Support

Three ways to help your employees become brand evangelists

Toister Performance Solutions

DECEMBER 2, 2021

In fact, if it wasn't for the name tag and the employees' offer to retrieve a pair of shoes in Sally's size, we might have easily mistaken the employee for another Dr. Martens fan. We also have a program that encourages employees to share blog posts and other announcements via social media." asked an employee as she approached Sally.

Customer advocacy

Customer advocacy Finance Customer centricity Sales

The Five Keys to a Winning Telecom Team

Momentum Telecom

JANUARY 29, 2021

Take voice solutions, for example. The first option sees a voice solution as the foundation for the bigger picture of a winning team’s communication needs. 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

Technology Consulting Consulting Sales

The Ultimate Contact Channel Debate: Call vs. Live Chat

aircall

DECEMBER 3, 2021

Using Calls and Messaging as a Tag Team. Discover more ways to get the most out of voice and chat channels for customer communications. The post The Ultimate Contact Channel Debate: Call vs. Live Chat appeared first on Aircall Blog. These days, customers expect you to meet them where they are. It’s a win-win.

Morale

Morale Sales Customer Experience Personalization

Digital Customer Service: Is Social Media the New Call Center?

Expivia

APRIL 29, 2021

People will always need a reassuring voice, and they’ll always feel the need to be heard. Users can easily make their problems about your company public by tagging you in a tweet. The world’s largest texting and voice platform. Respond to a negative post, and tag them by saying, “Hey, @SallySmith, I’m sorry to hear this.

Call Center

Call Center Customer Service Best practices Contact Center

4 Contact Center Strategies to Combat Agent Attrition

USAN

JUNE 14, 2022

For instance, during a heated call, an agent may see a quick screen pop-up that says, “You’re raising your voice. For example, agents who have 17 great customer interactions in a row may receive a reward tag that their colleagues can see. The tag identifies them as experts at answering complex calls effectively.

Contact Center

Contact Center Gamification Construction Technology

Using Voice Communication to Create Lasting Customer Impressions

aircall

JUNE 11, 2021

Voice communication is a powerful tool for persuading and influencing small business customers. Why Voice Communication Is Important. Voice is a vital element of every business. It seems simple, but other aspects of communication play a role in the clarity and effectiveness of voice messages. .

voip

voip APIs Call Center Telecommunications

Auto Dialer: Everything You Need to Know

JustCall

DECEMBER 23, 2022

In this blog, we will deep-dive to understand the auto dialer functionality. Step 3: In the off-chance that the call goes straight to a voicemail box, the agent can use the voicemail drop feature present in most robust auto dialers today and drop a pre-recorded voice message for that contact. A wise decision! Let’s jump right in.

Scripts

Scripts CRM Sales Analytics

Auto Dialer: Everything You Need to Know

JustCall

APRIL 12, 2023

In this blog, we will deep-dive to understand the auto dialer functionality. You can create dialing campaigns with specific objectives and ensure that your customers connect to available agents or an interactive voice response (as the situation presents itself). A wise decision! Let’s jump right in. What is an Auto Dialer?

Scripts

Scripts Sales CRM Contact Center

Build Your Own Voicemail With Node-RED and the Nexmo Voice API

Nexmo

NOVEMBER 14, 2019

These articles show you how to get started with Nexmo APIs like SMS, Voice and Verify, so feel free to refer back to them as you go, or in case you’d like to add another functionality. The recorded voice message will then be fetched from the Nexmo servers and sent to your email address. Create a Nexmo Voice Application.

APIs

APIs Accountability Call flow Personalization

Top 10 Auto Dialer Software in 2024 for Efficient Sales Teams

JustCall

APRIL 3, 2024

Provide exceptional service with on-screen scripts and call tagging. In this insightful blog, we explore the key advantages that make cloud telephony solutions a popular choice for SMBs seeking flexibility, scalability, and cost-effectiveness. Features like Virtual Agent, Voice Biometrics, and Agent Assist increase call efficiency.

Sales

Sales CRM Scripts APIs

How Conversational AI is Revolutionizing Ecommerce

JustCall

AUGUST 8, 2023

You must also optimize the product tags and descriptions to continuously improve search relevance based on user behavior. Empower Store Workers with AI: Equip the Frontlines for Success Walmart, a multinational retailer, equips its in-store associates with a voice assistant, Ask Sam. Who is in the apparel department today?”

Chatbots

Chatbots Abandon rate Customer centricity Personalization

Caring for your customers during COVID-19

Eptica

APRIL 30, 2020

As my colleague Taoufik Massoussi discussed in a recent post, Voice of the Customer programmes must evolve so they focus on collecting and sharing actionable insight, rather than simply collecting data on Net Promoter Scores that won’t directly help meet immediate consumer needs.

Self service

Self service Best practices Morale Banking

The Ultimate Tech Stack for Customer-Centric Support Teams

aircall

MARCH 16, 2022

When it comes to building empathy, nothing is more powerful than the human voice. The power of voice is why a cloud-based calling system should be the starting point for any support team looking to use technology to build closer connections. Call Assignment enables you to easily direct calls to the teammates best placed to help.

Customer centricity

Customer centricity Finance Interactive Voice Response Coaching

Why listening is key to bridging the CX gap

Eptica

AUGUST 19, 2020

As CX expert Jeanne Bliss points out in a recent guest post " Customer Experience Lessons " via our parent company Enghouse Interactive's blog, it comes down to everyone within an organisation asking themselves a simple question when they are making a decision that impacts CX. What would my mother think about this?

Customer centricity

Customer centricity Chief Customer Officer Best practices Customer Experience

Why 2019 is all about trust for brands and consumers

Eptica

JANUARY 16, 2019

Do you listen to the Voice of the Customer , and use the feedback that they provide to change your process and shape your strategy going forward? You might also be interested in these posts: Reviewing 2018 – our top 10 blog posts from the year. Share this page on: Tweet. How good is Santa at Customer Experience?

Marketing

Marketing Metrics Service level Accountability

Why closing the loop is vital to Voice of the Customer success

Eptica

AUGUST 7, 2019

Date: Wednesday, August 7, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why closing the loop is vital to Voice of the Customer success. Empower collaboration Many issues that appear through Voice of the Customer feedback span multiple teams. Empowering agility through AI-based Voice of the Customer programs.

Best practices

Best practices Feedback Metrics Customer centricity

The Best Dialer Software for Call Centers and How to Choose the Right Dialer System for Your Business

aircall

JANUARY 7, 2022

A call center dialer, or outbound dialer, connects customers to an interactive voice response system (IVR) or to a contact center with a live call center representative. . take notes, tag, and add follow-up steps). Interactive voice response (IVR). How does a call center dialer work? Pause the calling sequence at any time.

Call Center

Call Center Interactive Voice Response call center software virtual call center

How The Right Tech Helps UNTUCKit Tailor Great Customer Experiences

aircall

SEPTEMBER 28, 2018

UNTUCKit soon partnered with Aircall after searching for voice solutions in a very logical location: Kustomer’s integration marketplace. Once the call ends, any notes or tags applied along the way are automatically synced back to Kustomer alongside a call recording. Phone a Friend.

Customer Experience

Customer Experience First call resolution industry standards Benchmark

Improving Support Experience Through Customer Ratings with Sense Labs

Nicereply

MARCH 26, 2020

Sense needed a way for customers to voice their opinions about their customer support experience, good and bad. “We We use Zendesk to capture tags and reason codes. The team feels pride in their work and each one has a voice in our efforts, reminding them that they are part of something bigger than just answering support tickets.” .

Feedback

Feedback Customer Support Metrics Customer Service

Real Estate Dialer : Scale Up Real Estate Sales Outreach by 200%

JustCall

AUGUST 10, 2021

Voice Detection Software. The voice detection software helps separate a human voice from that of an answering machine. The voice detection software identifies the human voice by the length of the words spoken. The voice detection software identifies the human voice by the length of the words spoken.

Real estate

Real estate Sales call center software Scripts

Empowering agility through AI-based Voice of the Customer programs

Eptica

JULY 17, 2019

Date: Wednesday, July 17, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Empowering agility through AI-based Voice of the Customer programs. Benefiting from a hybrid AI approach Clearly, brands need to be able to use both these types of AI together to power their Voice of the Customer programs.

Best practices

Best practices Analytics Feedback Banking

Improving the experience with actionable customer intelligence

Eptica

FEBRUARY 13, 2019

Author: Taoufik Massoussi - Product Manager & Head of AI One of the biggest challenges for Voice of the Customer (VoC) programs is ensuring that they deliver tangible ROI for a business. In this blog, I’m going to give a bit more details on how two customers in different industries have realized ROI on their investment.

Surveys

Surveys Feedback Metrics Best practices

Reviewing 2020 – our top blog posts from last year

Reviewing 2018 – our top 10 blog posts from the year

Trending Sources

2019 in focus: our top 10 blog posts from the year

Delivering impactful results from your Voice of the Customer programme

6 keys to success for outsourced customer service providers

Learning from Santa’s customer service success

Overcoming the challenges to effective interaction recording

Why we need to think of the contact centre as a revenue engine

Why creating empathy in your customer service is so hard

100 Integrations and Counting: Celebrating Our Partner Ecosystem

The benefits of bringing video into the contact centre

Contact centre predictions to watch for in 2021

Product News – November 2022

How do you create super-agents in your organisation?

The Reason You Need a Phone System for Your Internet Business

Aircall Launches Strategic Partnership with CXA Platform ActiveCampaign

2 Proven Ways to Boost Your Ecommerce Sales with Affiliate Marketing

Using Web Components in a React Application

The 5 Best Genesys Alternatives for Your Business

8×8 Alternatives: The Top 4 for Customer-Centric Teams

The importance of listening to customers during COVID-19

How to Use Machine Learning to Analyze Support Tickets and Survey Responses

Three ways to help your employees become brand evangelists

The Five Keys to a Winning Telecom Team

The Ultimate Contact Channel Debate: Call vs. Live Chat

Digital Customer Service: Is Social Media the New Call Center?

4 Contact Center Strategies to Combat Agent Attrition

Using Voice Communication to Create Lasting Customer Impressions

Auto Dialer: Everything You Need to Know

Auto Dialer: Everything You Need to Know

Build Your Own Voicemail With Node-RED and the Nexmo Voice API

Top 10 Auto Dialer Software in 2024 for Efficient Sales Teams

How Conversational AI is Revolutionizing Ecommerce

Caring for your customers during COVID-19

The Ultimate Tech Stack for Customer-Centric Support Teams

Why listening is key to bridging the CX gap

Why 2019 is all about trust for brands and consumers

Why closing the loop is vital to Voice of the Customer success

The Best Dialer Software for Call Centers and How to Choose the Right Dialer System for Your Business

How The Right Tech Helps UNTUCKit Tailor Great Customer Experiences

Improving Support Experience Through Customer Ratings with Sense Labs

Real Estate Dialer : Scale Up Real Estate Sales Outreach by 200%

Empowering agility through AI-based Voice of the Customer programs

Improving the experience with actionable customer intelligence

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