Eptica

AUGUST 24, 2023

Date: Thursday, August 24, 2023 Author: Pauline Ashenden - Demand Generation Manager Getting the most from email customer service Published on: August 24, 2023 Author: Pauline Ashenden - Demand Generation Manager Email customer service remains popular among businesses and their customers.

Customer Service 116

Customer Service Best practices Management 116

Beyond Philosophy

DECEMBER 16, 2023

Qualtrics recent article, “ AI Will Revolutionize the Market Research Industry ” suggested a couple of thought-provoking stats I thought I would share: Threat or Boon? 16:57 Ryan explains the how AI is excellent in creating categories, and demonstrates his SAT-level mastery of fancy-sounding academic words.

Consulting 195

Consulting Consulting Education Marketing 195

ShepHyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Not every shopper falls neatly into one of two categories, and many have different behaviors for different product categories.

Customer Service 173

Customer Service Customer centricity Customer Experience Sales 173

Totango

JANUARY 3, 2024

Now, as we step into a new year, we’re witnessing an evolution of customer success, and there’s a new and improved Totango to help enterprise business leaders deliver business results and drive customer outcomes. By consistently reinventing ourselves, we ensure we’re always ready to meet your business needs.

Enterprise 111

Enterprise Best practices Analytics Metrics 111

Eptica

AUGUST 4, 2022

Author: Pauline Ashenden - Demand Generation Manager A lot has been said about the importance of digital transformation in business today, including in customer experience. Read the full article on our parent company Enghouse Interactive’s site here. Tags: Digital transformation Categories: Best Practice.

Best practices 148

Best practices B2B Management Customer Experience 148

CCNG

NOVEMBER 8, 2023

A recent article in the Harvard Business Review goes even further when it states: “Despite the media narrative to the contrary, generative AI will not wipe out entire categories of jobs, such as those in customer service. This is how many customer service systems are designed today.

Customer Service 195

Customer Service Coaching Chatbots Contact Center 195

ShepHyken

JUNE 28, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Be sure to check out the drop-down box that allows for the data to be broken up into different categories. So, what to do with this list?

Customer Service 352

Customer Service Government Customer Experience Marketing 352

ShepHyken

JUNE 10, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. Here’s another article about surveys with some good suggestions. Here are my top five picks from last week.

Customer Service 274

Customer Service Surveys Customer Experience Feedback 274

ShepHyken

MARCH 3, 2021

It’s been almost a year since my last business trip. I’m excited as I’m writing this article because I’m about ready to take the first trip since the COVID-19 lockdown. Falling into the latter category of what I don’t love is checking luggage. I reflected on what I love about travel, and even some of what I don’t love.

Airlines 362

Airlines Customer Service Personalization Management 362

Steve DiGioia

JULY 30, 2020

That crazy uncle that tells the worst jokes, that neighbor who’s always sticking her nose in your business, or how about that coworker that constantly tries to “one-up” you and take all the credit for your work? But sometimes is not just “people that drive us crazy” that fall within our pet peeve category.

Personalization 282

Personalization 282

ShepHyken

JANUARY 31, 2022

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. 10 Ways to Build Trusting Relationships with Your Customers by Atlanta Small Business Network. Here are my top five picks from last week.

Customer Service 161

Customer Service Contact Center Customer Experience Personalization 161

ShepHyken

MARCH 15, 2021

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: When Joseph Michelli writes an article about customers or experience, it is a “must-read.”

Customer Service 319

Customer Service Customer retention Customer Experience Technology 319

ShepHyken

OCTOBER 11, 2021

Each week I read many customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: This article hits on some of the basics of a great customer experience. Here are my top five picks from last week. by Max Starkov.

Customer Service 179

Customer Service First call resolution Self service Customer Experience 179

ShepHyken

NOVEMBER 18, 2022

This week, we feature an article by Kateryna Boiko, Marketing Director at Mobilunity , an organization that provides dedicated digital marketing and development teams to companies worldwide. Any company needs to become a part of B2B or “business-to-business,” where legal entities establish trading relationships with each other.

B2B 167

B2B Customer Support Best practices Coaching 167

Eptica

OCTOBER 13, 2023

Date: Friday, October 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Improve the agent experience with the right technology Published on: October 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Not only is improving the agent experience in the contact centre good for agents, it’s also good for business.

Technology 62

Technology Best practices Management Customer Service 62

Eptica

JULY 16, 2021

However, many businesses still have questions about the impact that moving their operations to the cloud would have. To help organisations make informed choices our latest blog answers six common questions about cloud contact centres – read the full article here on the website of our parent company Enghouse Interactive.

Cloud contact 127

Cloud contact Best practices Marketing Management 127

ShepHyken

MARCH 11, 2019

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. MarTech Advisor) Customer Experience (CX) is a competitive differentiator and driving force for a business’ success.

Customer Service 247

Customer Service Customer Experience Marketing Management 247

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category.

Enterprise 108

Enterprise Customer centricity Benchmark Upselling 108

Totango

NOVEMBER 15, 2023

TrustRadius, a renowned platform for transparent business technology reviews, announced its 2023 Best of Awards, with Totango emerging as a triple winner. Read full review “Totango can help businesses to improve efficiency, drive customer satisfaction, and ultimately grow their business. The bomb in customer success software!

Enterprise 112

Enterprise Best practices Feedback Education 112

ShepHyken

OCTOBER 31, 2016

Each week I read a number of customer service articles from various online resources. I have added my comment about each article and would like to hear what you think too. From Baseball to Business: How ‘Maddonisms’ Drive Success by Dan Gingiss. Here are my top five picks from last week. I’m from St.

Customer Service 310

Customer Service Customer Experience Customer Care 310

Eptica

APRIL 11, 2022

How are banks and other financial services businesses responding? Click here for the full article on our parent company Enghouse Interactive’s site. Categorie(s): Trends & Markets Delivering the right customer experience in financial services has never been more vital – or more difficult. Share this page on: Tweet.

Banking 120

Banking Customer Service Marketing Customer Experience 120

ShepHyken

MARCH 5, 2021

This week we feature an article from Deb Mukherjee , a SaaS marketer with DelightChat. As you might be aware, BFCM days indicate to eCommerce business owners how the next year will be in sales. Klaviyo is an email marketing automation software that caters to eCommerce businesses. The global eCommerce market size was valued at 9.09

Customer Experience 222

Customer Experience SaaS Sales Marketing 222

ClearAction

JANUARY 8, 2024

To calculate your Insights Utilization Rate, count the number of potential uses of CX, EX, and PX insights in a category for the denominator, and the number of high-quality uses in that category for the numerator. This article adds depth to the first of six sections in the article What’s Your Insights Utilization Rate?

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

Beyond Philosophy

DECEMBER 16, 2021

Fernando deals with this problem in his business branding and packaging for fast-moving consumer goods and consumer packaged goods (CPG). From a business perspective, our need to “fit in” has different motivations, which the behavioral sciences can explain. How do businesses value distinctiveness? .

Education 243

Education Best practices Consulting Consulting 243

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. While every business is different our latest blog outlines 8 common use cases and the technology to consider for each of them. Published on: January 29, 2021. Share this page on: Tweet.

Technology 127

Technology Best practices Customer Service Management 127

ShepHyken

AUGUST 26, 2020

I depart from my typical customer service articles to write something that falls into the motivational category. Some of these people run large businesses and organizations. The business we currently have, even if it is dramatically down. I was on a Zoom meeting with some of my colleagues in the speaking profession.

Personalization 252

Personalization Customer Service Marketing 252

Eptica

OCTOBER 22, 2021

Author: Pauline Ashenden - Demand Generation Manager Over the last 25 years Amazon has become the go-to benchmark for building a successful business. And much of this success has been built on valuing customers and ensuring they are at the heart of virtually every business decision. Share this page on: Tweet.

Customer Service 103

Customer Service Benchmark Best practices Self service 103

ShepHyken

APRIL 17, 2020

This week we feature an article by Rakshit Hirapara , a content marketer at LoyaltyXpert. He shares different strategies businesses should implement during a world crisis in order to gain and retain customer loyalty. Its tremors are changing the World’s economy and the way you work and do business.

Customer retention 314

Customer retention Marketing Sales Customer Service 314

ShepHyken

SEPTEMBER 17, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: Ignoring the customer experience movement can end with the “violent death” of your business. 24/7 Wall St.)

Customer Service 205

Customer Service Automotive Metrics Customer Experience 205

ShepHyken

NOVEMBER 26, 2018

Each week I read a number of customer service and customer experience articles from various resources. I have added my comment about each article and would like to hear what you think too. My Comment: If employee engagement is important to you, then this may be one of the most important articles you read this year.

Customer Service 200

Customer Service Airlines Employee engagement Morale 200

Eptica

FEBRUARY 19, 2021

In our new guest blog, customer service authority Micah Solomon explains how you can successfully build this mental muscle memory – read the full article on our parent company Enghouse Interactive’s site. You might also be interested in these posts: How to pick the right contact centre technology for your business.

Customer Service 104

Customer Service Best practices Technology Management 104

Eptica

JULY 29, 2022

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. Read the full article on our parent company Enghouse Interactive’s site here. Share this page on: Tweet.

B2B 77

B2B Marketing Technology Customer Service 77

Eptica

JULY 30, 2021

Read the full article on our parent company Enghouse Interactive’s site here. The 3 business benefits of focusing on your agents. Read the full article on our parent company Enghouse Interactive’s site here. Tags: ContactBabel, Customer Service Channels Categories: Trends & Markets. Share this page on: Tweet.

Customer Service 85

Customer Service Marketing Management 85

ThriveableBiz

JANUARY 18, 2023

In this article Eriks Celmins summarises insights to help find opportunities to engage with customers in a recession, based on research and current marketing thinking. We shut our minds to starting or growing our small business because we think everyone’s going to stop spending. What’s our usual reaction to the dreaded recession?

Marketing 98

Marketing Banking Education Feedback 98

Eptica

APRIL 1, 2021

Author: Pauline Ashenden - Demand Generation Manager Businesses understand the benefits that Microsoft Teams can deliver but need to quantify them properly to create an effective business case for implementing it within their contact centre. How to pick the right contact centre technology for your business.

Best practices 72

Best practices Technology Management Customer Service 72

Totango

NOVEMBER 8, 2023

Enterprise businesses can now use their critical product usage data from Pendo and Mixpanel in their Totango experience to design optimal customer journeys, improving product adoption and customer retention. What is Pendo? What is Mixpanel? It offers powerful real-time charts and visualizations of how users interact with digital products.

Enterprise 91

Enterprise Finance SaaS Analytics 91

Totango

OCTOBER 18, 2023

G2, the software industry’s largest and most trusted marketplace, unveiled its 2023 fall report, and Totango earned a staggering 49 badges, including 31 category leader badges. That’s why many CEOs and executive boards are turning to customer success teams to be the drivers for business growth. customer health).

Journey mapping 101

Journey mapping Enterprise Best practices Marketing 101