Beyond Philosophy

DECEMBER 14, 2023

For example, Delta recently changed its rewards program. After announcing the changes, the backlash was significant, which led Delta to walk back some of the changes. After announcing the changes, the backlash was significant, which led Delta to walk back some of the changes. Remember customer segmentation, too.

Airlines 221

Airlines Metrics Management Technology 221

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 where the generative AI change will be immediate.

Customer Service 195

Customer Service Coaching Chatbots Contact Center 195

Beyond Philosophy

OCTOBER 25, 2018

Doing something about it, however, tends to fall into the unknown category. To reach this Natural state, however, organizations must examine all the parts of the experience, and be deliberate in the changes they make to their status quo to create a customer-centric experience. It means changing your methods.

Customer centricity 614

Customer centricity Customer Experience Consulting Consulting 614

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

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.

Banking 120

Banking Customer Service Marketing Customer Experience 120

Beyond Philosophy

FEBRUARY 15, 2024

Many emotions exist within those positive and negative categories, too. The first practical step is understanding the emotion the present experience evokes before changing anything. They won’t need any training to manage these emotions. You can move forward with practicalities after choosing an emotion that drives value.

Customer emotions 221

Customer emotions Call Center Customer Experience Customer Support 221

Eptica

MAY 21, 2021

Date: Friday, May 21, 2021 Author: Pauline Ashenden - Demand Generation Manager Increasing agent retention in the hybrid workplace. Author: Pauline Ashenden - Demand Generation Manager Research has found that over 90% of contact centre agents will change jobs in 2021. 3 areas to focus on to meet changing customer needs.

Marketing 125

Marketing Management Customer Service 125

Aspect

JUNE 4, 2020

To follow the same path as Rumi — at least in a business sense — contact center leaders must have a plan that enables them to rapidly respond and adapt to change. These leaders are managing a complex set of activities. The most recent and relevant example of such sudden changes impacting organizations is the COVID-19 pandemic.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

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

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. How are banks meeting changing customer service needs?

Banking 120

Banking Self service Marketing Technology 120

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

Beyond Philosophy

SEPTEMBER 17, 2020

In other words, she looks at products that change the way something looks without changing its functionality. Townsend says that we are aware of the effect aesthetics has on some purchasing categories, like clothing and cars. Moreover, this effect was harder to change by suggestion. .

Consulting 409

Consulting Consulting Customer Experience Customer Care 409

Eptica

SEPTEMBER 17, 2021

Date: Friday, September 17, 2021 Author: Pauline Ashenden - Demand Generation Manager Why contact centres need to embrace omnichannel. Author: Pauline Ashenden - Demand Generation Manager Customers are now more demanding – and want to be able to contact organisations across more and more channels. Share this page on: Tweet.

Marketing 112

Marketing Management Customer Service 112

Eptica

AUGUST 29, 2021

Date: Monday, August 30, 2021 Author: Pauline Ashenden - Demand Generation Manager How to plan for customer service success at peak times. Author: Pauline Ashenden - Demand Generation Manager Every sector faces peaks in demand, where delivering excellent customer service becomes even more business-critical. Share this page on: Tweet.

Customer Service 115

Customer Service Best practices Management 115

Eptica

MARCH 12, 2021

Date: Friday, March 12, 2021 Author: Pauline Ashenden - Demand Generation Manager 3 areas to focus on to meet changing customer needs. Author: Pauline Ashenden - Demand Generation Manager Today’s consumers are increasingly demanding when it comes to customer service, particularly around digital, omnichannel and mobile.

Marketing 120

Marketing Technology Customer Service Management 120

Beyond Philosophy

MARCH 23, 2023

Still, it was probably called something else before that and may change to something else later. Moreover, trends don’t always get the buy-in they should from senior management. If experience management is a trend, it could mean that organizations hire people to mind theirs but give them no budget and no authority to do anything.

Management 195

Management Personalization Customer Experience Consulting 195

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. Author: Pauline Ashenden - Demand Generation Manager Understanding changing customer needs is vital if companies are to increase engagement, satisfaction and long-term revenues.

Best practices 126

Best practices Analytics Marketing Customer Experience 126

Eptica

OCTOBER 2, 2020

Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. Tags: CX, Customer Service, Contact Channels Categories: Trends & Markets. Published on: October 02, 2020. Share this page on: Tweet.

Customer Experience 127

Customer Experience Marketing Customer Service Management 127

Eptica

MARCH 5, 2021

Date: Friday, March 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Building the hybrid contact centre with Microsoft Teams. Author: Pauline Ashenden - Demand Generation Manager Moving forward the needs of customers – and customer service staff – are changing radically. Published on: March 05, 2021.

Analytics 104

Analytics Marketing Customer Service Management 104

Toister Performance Solutions

MARCH 11, 2021

The survey consisted of questions grouped into 15 categories, ranging from overall satisfaction to leadership, training, and culture. Bright spots for contact center agents Agents gave their contact centers high marks in several categories. This was another strong category in 2020, showing a 4.6 The survey was conducted in 2020.

Contact Center 123

Contact Center Benchmark Surveys Feedback 123

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. Myopic management, quiet quitting, and sloppy handoffs cause missed opportunities.

Customer centricity 62

Customer centricity Chief Customer Officer Metrics Enterprise 62

Eptica

JULY 2, 2021

Date: Thursday, July 1, 2021 Author: Pauline Ashenden - Demand Generation Manager How customer service needs to embrace change in housing associations. Tags: Housing Associations Categories: Trends and Markets. Published on: July 01, 2021. Share this page on: Tweet. Contact centre predictions to watch for in 2021.

Multichannel 80

Multichannel Customer Service Marketing Management 80

Eptica

OCTOBER 16, 2020

Date: Friday, October 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Remote Working 2.0: Author: Pauline Ashenden - Demand Generation Manager Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. Optimising Contact Centres. Published on: October 16, 2020.

Best practices 113

Best practices Cloud contact Marketing Management 113

Eptica

MAY 7, 2021

Date: Friday, May 7, 2021 Author: Pauline Ashenden - Demand Generation Manager How to migrate your contact centre to Microsoft Teams successfully. The changing place of call recording in the contact centre. Tags: Unified Communications, Microsoft Teams, migrating to Teams Categories: Best Practice. Published on: May 07, 2021.

Best practices 95

Best practices Management 95

Totango

SEPTEMBER 22, 2023

We partner with expert vendors across categories in order to support our vision that customer success requires superior alignment across the C-suite to drive business outcomes and customer value.”

Enterprise 113

Enterprise Education Best practices Customer retention 113

Eptica

APRIL 30, 2021

Date: Friday, April 30, 2021 Author: Pauline Ashenden - Demand Generation Manager The benefits of building emotional intelligence in your team. You might also be interested in these posts: The changing place of call recording in the contact centre. Published on: April 30, 2021. Share this page on: Tweet.

Best practices 72

Best practices Marketing Management Customer Service 72

Eptica

FEBRUARY 5, 2021

Date: Friday, February 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Preparing for the hybrid contact centre. 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. Published on: February 05, 2021.

Cloud contact 72

Cloud contact Quality management Marketing Technology 72

Andrew Mcfarland

MARCH 28, 2023

In project management, a project manager needs to handle project stakeholders well. It helps project managers understand stakeholder interests and involvement. In this article, we’ll talk about the importance of this matrix in managing projects. What is stakeholder engagement?

Construction 48

Construction Management Feedback 48

Aspect

MARCH 30, 2020

Let me give you some perspective about both of these categories as well as what I would consider the next key operating category – Leadership Continuity. In addition, we have halted any system changes that would affect any of our multi-tenant customers, unless it is considered an emergency. More to come on this thought.

Government 153

Government Contact Center Education Consulting 153

VirtualPBX

SEPTEMBER 19, 2023

In today’s fast-paced business world, staying connected and effectively managing communications is paramount to success. Recognized for our cutting-edge approach, VirtualPBX is changing the way companies approach communication.

Telecommunications 105

Telecommunications Enterprise Marketing Personalization 105

CSM Magazine

SEPTEMBER 27, 2023

Knowledge of basic financial concepts and the ability to use them in practice enables people to manage their money — keep records of income and expenses, avoid excessive debt, plan a personal budget, and create savings. You can allocate your monthly budget to categories and set limits for each category.

Real estate 59

Real estate Finance Banking Education 59

Eptica

FEBRUARY 12, 2021

Date: Friday, February 12, 2021 Author: Pauline Ashenden - Demand Generation Manager 4 key trends from the 2021 ICS UK Customer Satisfaction Index. Author: Pauline Ashenden - Demand Generation Manager How are customer needs changing and how satisfied are consumers with the service they are receiving? Share this page on: Tweet.

Best practices 72

Best practices Marketing Customer Service Management 72

Customers That Stick

MARCH 24, 2021

In order to reap the benefits of CX (while simultaneously managing limited budgets and external expectations), the pros need to learn to prioritize. In this report from Forrester, you will learn how to prioritize CX efforts based on three categories: business, customer, and feasibility. 2020 changed a lot of things for.

Customer Service 78

Customer Service Customer Experience Management 78

Eptica

MAY 20, 2020

In the current crisis, its importance has deepened even more - knowledge is vital to delivering seamless, reassuring customer service that meets changing consumer needs. Customer service and knowledge teams are scattered and working from home, knowledge is changing rapidly and consumer expectations are rising.

Best practices 127

Best practices Banking Self service Surveys 127

Eptica

MAY 14, 2021

Date: Friday, May 14, 2021 Author: Pauline Ashenden - Demand Generation Manager Successfully embracing AI for customer service. Author: Pauline Ashenden - Demand Generation Manager How can artificial intelligence help deliver a better customer experience and how far down the path to AI has the industry travelled?

Customer Service 72

Customer Service Chatbots Marketing Customer Experience 72

CSM Magazine

JUNE 19, 2023

Determine Your Costs Group your purchases into categories based on their nature, such as rent, office supplies, advertising, and travel, after you have gathered all of your receipts. After categorizing your expenditures, add up all of each category of expenditure. Calculate the total amount. Use a 1099 tax calculator.

Transportation 52

Transportation Finance Advertising Accountability 52

COPC

APRIL 19, 2023

Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management. Striking the perfect balance in a scorecard is essential for maximizing its effectiveness as a robust performance management tool. quality, service, etc.). agent, team, program, site, etc.)

Metrics 71

Metrics Schedule adherence Benchmark Average Handle Time 71