ShepHyken

SEPTEMBER 10, 2023

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: I had heard about the “Zero Consumer” but wasn’t 100% sure what it meant until I read this article.

Customer Service 196

Customer Service B2C Customer retention B2B 196

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

Eptica

AUGUST 4, 2022

Date: Friday, August 5, 2022 Author: Pauline Ashenden - Demand Generation Manager Creating a framework for digital transformation. Author: Pauline Ashenden - Demand Generation Manager A lot has been said about the importance of digital transformation in business today, including in customer experience. Published on: August 05, 2022.

Best practices 148

Best practices B2B Management Customer Experience 148

Eptica

APRIL 19, 2023

Date: Friday, April 14, 2023 Author: Pauline Ashenden - Demand Generation Manager Let your employees work from anywhere with a web UI Published on: April 14, 2023 Author: Pauline Ashenden - Demand Generation Manager Contact centres increasingly needing to support remote working – increasing the need for web user interfaces (UIs).

Best practices 113

Best practices Management 113

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. At some point, most companies will be forced into managing a crisis.

Customer Service 274

Customer Service Surveys Customer Experience Feedback 274

Fonolo

NOVEMBER 15, 2022

Performance reviews are an opportunity for management to evaluate, assess, and lead their team members cohesively in the right direction. The more touchpoints management and agents have with one another, the more opportunities you’ll have to evaluate and achieve your shared goals. How can management support you in achieving your goals?

Call Center 127

Call Center Management Average Handle Time Employee engagement 127

Totango

JANUARY 19, 2022

Whether you’ve worked in the customer success industry for a while or you’ve recently decided that this is the career path for you, searching for Customer Success Manager jobs can be intimidating – especially if you don’t know where to start. Top Skills Needed for All Customer Success Manager Jobs. Paint a Picture with Your Resume.

Management 102

Management Brand ambassadors Enterprise Engineering 102

Eptica

NOVEMBER 24, 2022

Date: Thursday, November 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres are choosing the cloud for adding new functionality. Read the full article on our parent company Enghouse Interactive’s site here. Tags: Cloud Contact Centres Categories: Trends & Markets. Share this page on: Tweet.

Cloud contact 126

Cloud contact Best practices Banking Technology 126

DMG Consulting

MAY 8, 2023

The Transformation of Workforce Engagement Management By Donna Fluss View this article on the publisher’s website. Last year was an excellent one for sales of workforce optimization/workforce engagement management (WFO/WEM)-related systems and applications.

Management 62

Management Enterprise Analytics Contact Center 62

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. Humans are still better at managing human problems than any AI system.

Customer Service 195

Customer Service Coaching Chatbots Contact Center 195

Totango

JANUARY 3, 2024

With Totango, businesses can integrate data to get a 360° view of customer health, collaborate to manage their customer portfolio , engage with customers when and where it matters, monitor and improve the metrics that matter , and scale CS faster with the power of people + AI.

Enterprise 111

Enterprise Best practices Analytics Metrics 111

Eptica

JANUARY 24, 2022

Date: Monday, January 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Four key considerations for customer self-service success. Author: Pauline Ashenden - Demand Generation Manager The average customer today is more digital-savvy than ever and is happy to find answers to routine customer service questions themselves.

Self service 125

Self service Best practices Analytics Customer Service 125

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. Share this page on: Tweet.

Banking 120

Banking Self service Marketing Technology 120

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

JANUARY 9, 2022

Date: Monday, January 10, 2022 Author: Pauline Ashenden - Demand Generation Manager Highlights from our customer service blog in 2021. Author: Pauline Ashenden - Demand Generation Manager As we enter the New Year, now’s the time to take stock of opportunities, challenges, and developments for the future.

Customer Service 123

Customer Service Cloud contact Marketing Management 123

Eptica

JUNE 1, 2022

Date: Wednesday, June 1, 2022 Author: Pauline Ashenden - Demand Generation Manager How self-service is evolving and how to deploy it. Author: Pauline Ashenden - Demand Generation Manager 91% of contact centres now have some form of self-service in place for customers according to the ContactBabel Inner Circle Guide to AI-powered Self-Service.

Self service 118

Self service Best practices Management Customer Service 118

Eptica

SEPTEMBER 17, 2023

Read the full article on our parent company Enghouse Interactive’s site. Read the full article on our parent company Enghouse Interactive’s site. Our latest blog discusses DCE in-depth and how it benefits customers time while increasing efficiency.

Customer Service 62

Customer Service Best practices Technology Management 62

Eptica

APRIL 4, 2022

Date: Monday, April 4, 2022 Author: Pauline Ashenden - Demand Generation Manager Four ways to avoid customers having to repeat themselves. Author: Pauline Ashenden - Demand Generation Manager When customers reach out to a contact centre, they want to feel their time is being valued. Published on: April 04, 2022.

Best practices 119

Best practices Technology Management Customer Service 119

Totango

MAY 11, 2021

Stakeholder engagement and management is critical for customer retention. Here’s how to plan an effective stakeholder management strategy and track your performance. A well-designed stakeholder engagement and management strategy includes two key components: An action plan for promoting stakeholder engagement. Legal advisors.

Management 84

Management Best practices Journey mapping Metrics 84

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

OCTOBER 4, 2021

Date: Monday, October 4, 2021 Author: Pauline Ashenden - Marketing Manager The 4 pillars of a successful customer service strategy. Author: Pauline Ashenden - Marketing Manager As we celebrate National Customer Service Week, it is the perfect time for senior management to focus on the area and re-evaluate their customer service strategy.

Customer Service 120

Customer Service Best practices Engineering Accountability 120

Eptica

AUGUST 19, 2022

Date: Friday, August 19, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres must focus more in First Contact Resolution. Author: Pauline Ashenden - Demand Generation Manager Customers want their queries answered accurately without having to make contact more than once. Published on: August 19, 2022.

Best practices 106

Best practices B2B Metrics Management 106

Eptica

APRIL 11, 2022

Date: Monday, April 11, 2022 Author: Pauline Ashenden - Demand Generation Manager How are banks meeting changing customer service needs? Author: Pauline Ashenden - Demand Generation Manager Delivering the right customer experience in financial services has never been more vital – or more difficult. Published on: April 11, 2022.

Banking 120

Banking Customer Service Marketing Customer Experience 120

Eptica

JANUARY 16, 2022

Date: Monday, January 17, 2022 Author: Pauline Ashenden - Demand Generation Manager How data analytics can enhance customer service. Read the full article here on our parent company Enghouse Interactive’s site. Tags: data analytics, Customer Service, ContactBabel Categories: Best Practice. Published on: January 17, 2022.

Analytics 127

Analytics Customer Service Best practices outsourcing 127

Eptica

JULY 16, 2021

Date: Friday, July 16, 2021 Author: Pauline Ashenden - Demand Generation Manager Understanding the benefits of moving your contact centre to the cloud. Author: Pauline Ashenden - Demand Generation Manager Embracing the cloud delivers major benefits for contact centres in terms of efficiency and flexibility. Published on: July 16, 2021.

Cloud contact 127

Cloud contact Best practices Marketing Management 127

Eptica

APRIL 15, 2021

Date: Friday, April 9, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways collaboration tools benefit customer service. Author: Pauline Ashenden - Demand Generation Manager How are collaboration and communication tools benefiting the contact centre? Published on: April 09, 2021. Share this page on: Tweet.

Customer Service 125

Customer Service Marketing Management Customer Experience 125

Eptica

JULY 22, 2022

Date: Friday, July 22, 2022 Author: Pauline Ashenden - Demand Generation Manager The importance of sustainability to the contact centre. Author: Pauline Ashenden - Demand Generation Manager The contact centre, like all parts of the organisation, must work towards reducing emissions and ensure the future of the planet.

Self service 93

Self service Marketing Technology Management 93

Eptica

FEBRUARY 7, 2022

Date: Monday, February 7, 2022 Author: Pauline Ashenden - Demand Generation Manager Why so many contact centres are turning to Microsoft Teams (Video). Read the full article and watch the video here: Tags: contact centres, Microsoft Teams Categories: Trends & Markets. Published on: February 07, 2022. Share this page on: Tweet.

Marketing 121

Marketing Management Customer Experience Customer Service 121

Eptica

JUNE 16, 2023

Date: Friday, June 16, 2023 Author: Pauline Ashenden - Demand Generation Manager Answering your questions about Microsoft Teams and the contact centre Published on: June 16, 2023 Author: Pauline Ashenden - Demand Generation Manager While organisations are increasingly adopting Teams, they want to ensure it works effectively in their contact centre.

Best practices 62

Best practices Management 62

ShepHyken

MARCH 3, 2021

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. But, most of the time this is their new way of managing the passenger’s experience, I like it. Even the airline might not know where it is.

Airlines 362

Airlines Customer Service Personalization Management 362

Beyond Philosophy

AUGUST 16, 2017

This concept becomes even more crucial when you become a manager and assess your team—especially as it pertains to how they work with or on behalf of customers. In our global Customer Experience consultancy, we find most employees fall into one of five commitment categories for employees. Employee Ambassadors (Advocates).

Consulting 351

Consulting Consulting Employee engagement Customer Experience 351

VirtualPBX

MARCH 4, 2021

The traditional business arrangement of a managed PBX or managed VoIP service is for a service provider to offer a middle ground between an on-site PBX and a cloud-based hosted phone plans. It turns out that, at VirtualPBX, we act as a managed VoIP provider some of the time and a cloud-based provider at other times.

voip 64

voip Management Sales Marketing 64

Eptica

SEPTEMBER 24, 2021

Date: Friday, September 24, 2021 Author: Pauline Ashenden - Demand Generation Manager Why we need to think of the contact centre as a revenue engine. Author: Pauline Ashenden - Demand Generation Manager In the old days, the contact centre was seen primarily as a cost centre. Published on: September 24, 2021. Share this page on: Tweet.

Engineering 123

Engineering Best practices Management Customer Service 123

Eptica

OCTOBER 29, 2021

Date: Friday, October 29, 2021 Author: Pauline Ashenden - Demand Generation Manager 9 reasons to embrace messaging for customer service. Author: Pauline Ashenden - Demand Generation Manager The rise of messaging apps has made them a key communication channel for chatting to family, friends, and colleagues. Share this page on: Tweet.

Customer Service 127

Customer Service Best practices Management 127

Eptica

NOVEMBER 26, 2021

Date: Friday, November 26, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 keys to success for outsourced customer service providers. Read the full article on our parent company Enghouse Interactive’s site here. Published on: November 26, 2021. billion between now and 2025. Share this page on: Tweet.

outsourcing 121

outsourcing Customer Service Cloud contact Best practices 121

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

Eptica

JANUARY 31, 2022

Date: Monday, January 31, 2022 Author: Pauline Ashenden - Demand Generation Manager The three areas to focus on to empower your agents. Read the full article on our parent company Enghouse Interactive’s site here. Published on: January 31, 2022. Share this page on: Tweet. Four key considerations for customer self-service success.

Agent Empowerment 111

Agent Empowerment Best practices Self service Marketing 111