Eptica

JANUARY 16, 2022

Date: Monday, January 17, 2022 Author: Pauline Ashenden - Demand Generation Manager How data analytics can enhance customer service. Categorie(s): Best Practice With so much data being generated by around customer service and the customer experience, there’s an increasing role for data analytics to extract learnings and actionable insights.

Analytics 127

Analytics Customer Service Best practices outsourcing 127

Eptica

MARCH 11, 2022

Date: Friday, March 11, 2022 Author: Pauline Ashenden - Demand Generation Manager Overcoming the challenges to customer service quality. Author: Pauline Ashenden - Demand Generation Manager With interaction volumes rising, delivering a consistently high-quality response to every customer is an increasing challenge for contact centre teams.

Customer Service 126

Customer Service Best practices Management Customer Experience 126

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 350

Consulting Consulting Employee engagement Customer Experience 350

Eptica

NOVEMBER 19, 2021

Date: Friday, November 19, 2021 Author: Pauline Ashenden - Demand Generation Manager The secrets to driving up First Contact Resolution rates. Author: Pauline Ashenden - Demand Generation Manager Today, customer service is central to differentiating your company. The five customer service learnings we can all take from Amazon.

Best practices 126

Best practices Self service Metrics Customer Service 126

ShepHyken

JUNE 10, 2019

We examine their customer experience strategies using five evaluation categories. The categories are communication, technical competence, range of services, customer focus and accessibility. I always enjoy learning how rock-star companies amaze their customers. At some point, most companies will be forced into managing a crisis.

Customer Service 274

Customer Service Surveys Customer Experience Feedback 274

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

Totango

NOVEMBER 15, 2023

This is why we are so proud to have received multiple leadership awards from TrustRadius in the customer success category, including: TrustRadius Best Relationship: Highlights companies that follow through on their sales and marketing promises, deliver on implementation expectations, and identify customers who would buy again.

Enterprise 112

Enterprise Best practices Feedback Education 112

ShepHyken

MARCH 3, 2021

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. Here’s what we learned: Be Proactive – When you know there’s a problem, let the customer know right away. I realize that sometimes the luggage is really lost.

Airlines 362

Airlines Customer Service Personalization Management 362

AWS Machine Learning

OCTOBER 6, 2023

One such component is a feature store, a tool that stores, shares, and manages features for machine learning (ML) models. For instance, in an application that recommends movies, features could include previous ratings, preference categories, and demographics. User profiling is a well-studied domain within recommendation systems.

Personalization 113

Personalization Engineering Construction Transportation 113

CX Global Media

JANUARY 15, 2019

When you’re referring to agent performance, that can be referenced in numerous and very different categories – attendance, absenteeism, call metrics, sales metrics, customer satisfaction metrics, schedule adherence, utilization, customer satisfaction, tickets closed, first contact resolution, and so much more. Foreword Thinking.

Contact Center 304

Contact Center Schedule adherence Coaching Metrics 304

Eptica

OCTOBER 22, 2021

Date: Friday, October 22, 2021 Author: Pauline Ashenden - Demand Generation Manager The five customer service learnings we can all take from Amazon. Author: Pauline Ashenden - Demand Generation Manager Over the last 25 years Amazon has become the go-to benchmark for building a successful business. Published on: October 22, 2021.

Customer Service 103

Customer Service Benchmark Best practices Self service 103

Eptica

DECEMBER 16, 2020

Date: Wednesday, December 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Learning from Santa’s customer service success. Author: Pauline Ashenden - Demand Generation Manager When it comes to customer service, Father Christmas has been delighting children for countless years. Published on: December 16, 2020.

Customer Service 118

Customer Service Best practices Management 118

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. Author: Pauline Ashenden - Demand Generation Manager Successfully delivering high-quality customer service starts with having the right technology infrastructure in place.

Technology 127

Technology Best practices Customer Service Management 127

AWS Machine Learning

OCTOBER 27, 2022

They faced two challenges: how to reduce food waste, and how to manage forecast models for over 10,000 SKUs and thousands of stores efficiently and at scale. Within a few months, this forecasting solution has helped them reduce product waste by 37%, resulting in cost savings of 22% across 168 stores and three merchandise categories.

APIs 97

APIs Best practices Metrics Government 97

ChurnZero

OCTOBER 26, 2021

With the continued growth in entries and competition to the APPEALIE SaaS Awards, the Overall SaaS Award winners now incorporate specific product categories. Overall SaaS Award – Analytics + Business Intelligence Category Winner: Marchex. Overall SaaS Award – Collaboration + Productivity Category Winners: Hopin.

SaaS 98

SaaS Customer centricity Metrics Education 98

ShepHyken

SEPTEMBER 10, 2023

Managing the positive impact of a viral moment is key to getting those new customers to come back. Just two weeks ago, I featured her in the Top Five roundup with a fantastic article about what CX lessons we can learn from Taylor Swift. This week, she featured a list of excellent customer service books separated into categories.

Customer Service 196

Customer Service B2C Customer retention B2B 196

Eptica

JUNE 18, 2021

Date: Friday, June 18, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 ways to improve performance in your contact centre team. Author: Pauline Ashenden - Demand Generation Manager The working experience for staff in your contact centre directly impacts their performance, productivity and well-being.

Best practices 96

Best practices Management Customer Service 96

Totango

MAY 13, 2022

Customer engagement platforms are automation solutions that help you monitor, manage and optimize your client interactions. Learning management system (LMS) platforms. Some of the most important tool categories and representative providers include: In-app guides: Whatfix. Learning management system (LMS) tools: Lessonly.

Enterprise 103

Enterprise Customer Support SaaS Sales 103

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. But if you are striving for material security and independence, you should learn all about financial literacy.

Real estate 59

Real estate Finance Banking Education 59

Aspect

JUNE 4, 2020

These leaders are managing a complex set of activities. They must know what to ignore and what to address in order to meet customer demands when facing disrupting events such as hurricanes, earthquakes, and pandemics — which levers to pull and when to manage the uncertainty brought on by these changes.

Contact Center 139

Contact Center Average Handle Time Self service Airlines 139

AWS Machine Learning

OCTOBER 19, 2023

Many companies currently depend on human moderators or respond reactively to user complaints to manage inappropriate user-generated content. With the Custom Moderation feature, you can tailor the Rekognition pre-trained moderation model for improved performance on your specific moderation use case, without any machine learning (ML) expertise.

APIs 110

APIs Best practices Advertising Accountability 110

Eptica

NOVEMBER 1, 2020

Date: Friday, October 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Four benefits to improving customer service by integrating your CRM and telephony system. Read the post in full on our parent company Enghouse Interactive’s website to learn more. Published on: October 30, 2020. Share this page on: Tweet.

CRM 117

CRM Customer Service Self service Management 117

Eptica

FEBRUARY 19, 2021

Date: Friday, February 19, 2021 Author: Pauline Ashenden - Demand Generation Manager How to build mental muscle memory for customer service success. Learning from Santa’s customer service success. Tags: Micah Solomon, Customer service training, WFH environment Categories: Best Practice. Published on: February 19, 2021.

Customer Service 104

Customer Service Best practices Technology Management 104

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. Learn more by reading the full post on our parent company Enghouse Interactive’s website and catch up with part one here. Published on: October 02, 2020.

Customer Experience 127

Customer Experience Marketing Customer Service Management 127

AWS Machine Learning

NOVEMBER 21, 2022

Lastly, Amazon Rekognition Labels now organizes label results using two additional fields, aliases and categories , and supports filtering of those results. New aliases and categories fields. Amazon Rekognition Labels now returns two new fields, aliases and categories , in the API response. Categories. Categories.

APIs 68

APIs Advertising Automotive Personalization 68

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

JULY 2, 2020

Date: Thursday, July 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great business leaders. The ability to learn is the most important quality a leader can have, Sheryl Sandberg, Facebook No-one has all the answers, whatever position they have reached.

Customer Service 142

Customer Service Customer centricity Best practices Management 142

JustCall

NOVEMBER 24, 2022

In addition to JustCall, SaaS Lab’s category-leading CCaaS solution, SaaS Labs has an entire portfolio of products aimed at making the lives of Sales and Support agents easier. Learn more. Learn more. Learn more. Learn more. Learn more. Learn more. .” The #SuperAgent Ecosystem. The growth story.

SaaS 98

SaaS Technology Telecommunications Coaching 98

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

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

Totango

NOVEMBER 8, 2023

.” — Abbey Byrne , Director of Customer Success at Big Interview Improve cross-functional collaboration between product and CS Product management teams hold the keys to product usage data, and oftentimes, it’s siloed in a point solution that customer success teams don’t have access to.

Enterprise 91

Enterprise Finance SaaS Analytics 91

Eptica

APRIL 16, 2021

Date: Friday, April 16, 2021 Author: Pauline Ashenden - Demand Generation Manager Reducing incoming call volumes while increasing customer satisfaction. Author: Pauline Ashenden - Demand Generation Manager How can contact centres successfully deal with a rising volume of customer calls, delivering efficient, effective and fast service?

Chatbots 72

Chatbots Self service Best practices Management 72

AWS Machine Learning

NOVEMBER 17, 2023

Amazon Interactive Video Service (Amazon IVS) is a managed live streaming solution that is designed to provide a quick and straightforward setup to let you build interactive video experiences and handles interactive video content from ingestion to delivery. The following screen recording displays the UI for managing a global configuration.

APIs 90

APIs Engineering Advertising Accountability 90

AWS Machine Learning

OCTOBER 18, 2023

Purina used artificial intelligence (AI) and machine learning (ML) to automate animal breed detection at scale. It is already trained on tens of millions of images across many categories. AWS CodeBuild is a fully managed continuous integration service in the cloud.

APIs 97

APIs Metrics Consulting Consulting 97

ChurnZero

FEBRUARY 8, 2022

ChurnZero, a leading Customer Success software platform, today announced it has been named to G2’s 2022 Best Software Awards, placing #31 on the Project Management Products list and achieving the highest rating for Customer Success software. Explore ChurnZero customer reviews on G2 to learn more. million trusted user reviews.

Chief Customer Officer 98

Chief Customer Officer SaaS Marketing Management 98

Totango

NOVEMBER 27, 2023

The report also explains that advanced technologies, like AI and machine learning, also enhance the efficiency and impact of CS teams by: Extracting actionable insights from customer data to prompt customer-centric business decisions. Offer self-service functionalities through community and knowledge centers.

B2B 91

B2B CRM Enterprise Upselling 91