Eptica

SEPTEMBER 24, 2021

How to plan for customer service success at peak times. The Peak-End Rule and what it means for customer service. Categorie(s): Best Practice In the old days, the contact centre was seen primarily as a cost centre. Published on: September 24, 2021. Our latest blog explores how these ideas are being superseded.

Engineering 123

Engineering Best practices Management Customer Service 123

Fonolo

FEBRUARY 21, 2023

For starters, using SIP technology to enable voice and video calls, messaging, and data transmission saves money: up to 50% more, according to Gartner analysts. SIP, or session initiation protocol, is a protocol that sets up communications through voice, video, and messaging applications. What is SIP Trunking? DID YOU KNOW?:

Interactive Voice Response 142

Interactive Voice Response voip Contact Center Telecommunications 142

Callminer

JULY 18, 2019

How is topic modeling different from categories themselves? e.g. for most used words would we build categories with those words? That means we don’t know what categories exist in the data yet. Once you discover the topics, you can use language in those topics to create categories. The goal is to find the topics in data.

Call flow 140

Call flow Engineering First call resolution Call Center 140

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. Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome.

Best practices 62

Best practices Management 62

ShepHyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. (The This is the ‘customer experience gap.’

Customer Service 173

Customer Service Customer centricity Customer Experience Sales 173

ShepHyken

JUNE 10, 2019

Each week I read a number of customer service and customer experience articles from various resources. Voice of the Customer Surveys: Expert Tips for Creating Effective Surveys & Must-Ask Questions for Gaining Valuable Insights by CallMiner. The common theme is that they are short and easy on the customer.

Customer Service 274

Customer Service Surveys Customer Experience Feedback 274

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

Hodusoft

JUNE 17, 2021

HoduCC makes it to Gartner’s Category Leaders & FrontRunners List. There is nothing more rewarding than knowing that you are truly serving your customers well. We are happy to be recognized as one of the Category Leaders & FrontRunners by Gartner. I heartily thank all our customers and partners for trusting us.”

Marketing 98

Marketing Contact Center Telecommunications Call Center 98

ShepHyken

OCTOBER 29, 2021

She shares how companies can choose the call center software that fits their customer support teams. In today’s digital world, whether your customers prefer phone support or traditional customer service, effective call center software is essential for smooth functioning. Omnichannel? . Call routing . Call routing .

call center software 190

call center software Call Center Customer Support Scripts 190

Eptica

NOVEMBER 24, 2020

Date: Tuesday, November 24, 2020 Author: Guest author: Adrian Swinscoe Why creating empathy in your customer service is so hard. Author: Guest author: Adrian Swinscoe Organisations understand the value of empathy to strengthening the customer relationship, boosting satisfaction, and increasing loyalty. Published on: November 24, 2020.

Customer Service 114

Customer Service Marketing 114

Hodusoft

MARCH 22, 2024

Experience the Evolution: HoduSoft Showcasing HoduCC Omnichannel CX Suite at Enterprise Connect 2024 “Customer experience is one of the two core pillars of customer retention.” In the realm of business communication, CX is not just a buzzword. It’s the cornerstone of progress. HoduSoft’s Participation: What to Expect? With booth no.

Enterprise 52

Enterprise Interactive Voice Response Contact center software call center software 52

Eptica

JANUARY 5, 2021

Why creating empathy in your customer service is so hard. Delivering impactful results from your Voice of the Customer programme. Categorie(s): Trends & Markets As we move forward into 2021, now is the perfect time to review the past year, with all its disruption and challenges. Read the full?blog blog post here ?on

Self service 104

Self service Marketing Management Customer Service 104

Fonolo

SEPTEMBER 20, 2022

When it comes to delivering great customer service, call center agents need some essential soft skills that may not have been listed on their resumés. Unlike the hard skills or technical skills required to operate call center technology, soft skills relate more to an agent’s demeanor during a customer interaction.

Call Center 141

Call Center Contact Center Employee engagement Technology 141

DMG Consulting

JANUARY 10, 2022

Answer: Intelligent virtual agents (IVAs), which provide increasingly sophisticated customer-facing self-service capabilities, deliver quantitative and qualitative benefits to organizations, both of which have a business value. While the guidelines vary by company, most CFOs prefer to see a payback in no more than 9 to 12 months.

Average Handle Time 77

Average Handle Time Virtual Agent Self service Consulting 77

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. Customer service shouldn't just be a department, it should be the entire company. That is why many customer-centric CEOs spend time working an occasional shift in their contact centres.

Customer Service 142

Customer Service Customer centricity Best practices Management 142

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. Two key themes that are driving UK customer experience post-pandemic.

Analytics 72

Analytics Marketing Technology Management 72

Help Scout

JULY 29, 2021

First, 70% of customers prefer to use a company’s website to get answers on their own. Having a knowledge base full of how-to articles and answers to frequently asked questions empowers your customers to find their own solutions to the problems they’re encountering. Below are our 18 favorites.

Self service 142

Self service Education Telecommunications APIs 142

Concentrix

JUNE 29, 2021

Golden Bridge Recognizes Concentrix Voice of the Customer Platform for Best New Product Innovation ConcentrixCX, our industry-leading Voice of the Customer (VOC) platform received one of the coveted Golden Bridge Awards, which recognize and honor the world’s best in every major industry in the world.

Customer Experience 62

Customer Experience Enterprise Feedback Management 62

AWS Machine Learning

NOVEMBER 21, 2022

Customers such as Synchronoss, Shutterstock , and Nomad Media use Amazon Rekognition Labels to automatically add metadata to their content library and enable content-based search results. Lastly, Amazon Rekognition Labels now organizes label results using two additional fields, aliases and categories , and supports filtering of those results.

APIs 67

APIs Advertising Automotive Personalization 67

Spearline

MARCH 27, 2023

March 27, 2023 – Cyara , the creator and leader of the Customer Experience (CX) Assurance category, today announced its acquisition of industry-leading global communication testing company Spearline , headquartered in Ireland. . The amount of the transaction is undisclosed.

Customer Experience 52

Customer Experience Chatbots Enterprise Contact Center 52

Hodusoft

NOVEMBER 29, 2023

This recognition highlights HoduSoft’s commitment to innovation and offering advanced contact center solutions to empower businesses to deliver exceptional customer experiences. Whether it’s voice calls, chats, emails, or social media, an omnichannel approach ensures smooth and consistent customer experience across multiple channels.

contact center solutions 52

contact center solutions Contact center software Business Process Outsourcing Contact Center 52

Hodusoft

MAY 26, 2022

We are absolutely delighted to receive this badge from Gartner as we execute on our mission to empower businesses of all sizes to redefine their communication to provide their customers with a stellar experience. It is a powerful communication tool to help businesses achieve excellence in customer service. out of 5 with 38 reviews.

Call Center 98

Call Center Interactive Voice Response call center software voip 98

Fonolo

OCTOBER 5, 2021

You can see what your customers think about your contact center by determining your Net Promoter Score (NPS). Creating a Customer Service Strategy That Drives Business Growth. The Secret Sauce for Increasing Customer Happiness. You can email this survey to customers, or have it play as a recording after they complete their call.

Abandon rate 153

Abandon rate Inbound sales Contact Center Surveys 153

Tethr

AUGUST 22, 2020

Diving into the depths of all your customers’ conversational data can feel daunting. We’ve spent more than a decade working with medium to enterprise-level businesses across a range of industries to turn them into voice of customer (VoC) listening leaders.

Analytics 62

Analytics Customer effort Sales Average Handle Time 62

Tethr

FEBRUARY 12, 2021

Improve the customer experience (CX), make the contact center an efficient problem-solving machine, and generate customer loyalty rather than the unfortunate alternative. This metric tracks the customer effort identified in every conversation and assigns a score between 1-10 to the conversations. Track This Metric: AIS Score.

Call Center 76

Call Center Metrics Coaching Contact Center 76

Hodusoft

SEPTEMBER 14, 2023

Recently, HoduCC achieved another laudable success by securing Gartner badges on popular software review platforms GetApp, Software Advice, and Capterra for its predictive dialer category. This way it ensures that the customers are connected to the right agents at the right time.

Contact center software 52

Contact center software Interactive Voice Response Contact Center Benchmark 52

Tethr

AUGUST 13, 2020

At Tethr, we talk to CX and customer service leaders every day who are working to close the gap between their desired customer experience and the actual experience they deliver to their customers. Power and Tethr are launching Conversation Analyzer –a new diagnostic that combines J.D. How does Conversation Analyzer work?

Customer Experience 125

Customer Experience Benchmark Best practices Big data 125

Tethr

FEBRUARY 20, 2020

The genuine voice of your customers should be the center of your strategy. This makes for happy customers, employees, shareholders and leaders. Voice of the customer (VoC) refers to a collection of customer commentary regarding their desires, needs and expectations from a company’s products or services.

Enterprise 78

Enterprise Multichannel Analytics Contact Center 78

Satrix Solutions

OCTOBER 17, 2018

If it’s not total confidence, it’s probably time to revamp your approach, improve your score, and, therefore, your overall customer experience. If it’s not total confidence, it’s probably time to revamp your approach, improve your score, and, therefore, your overall customer experience. Budget season and annual planning is here again.

Surveys 136

Surveys Feedback Customer Experience Personalization 136

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue. Customers who don’t feel committed to your brand are more likely to churn and spread negative word-of-mouth.

Best practices 110

Best practices Metrics Surveys Customer retention 110

CSM Magazine

FEBRUARY 8, 2022

Calabrio, the customer experience intelligence company, today announced that Calabrio ONE, the workforce engagement management suite, has been named a Leading product based on its high customer satisfaction scores, quality of support and “likeliness to recommend” ratings from real users on G2 , the world’s largest tech solutions review site.

Analytics 59

Analytics Technology Customer Experience Management 59

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. Why creating empathy in your customer service is so hard. Delivering impactful results from your Voice of the Customer programme.

Best practices 66

Best practices Marketing Technology Customer Service 66

AWS Machine Learning

OCTOBER 19, 2023

From ecommerce platforms encouraging customers to share product images to social media companies promoting user-generated videos and images, using user content for engagement is a powerful strategy. You can train a custom adapter with as few as 20 annotated images in less than 1 hour.

APIs 106

APIs Best practices Advertising Accountability 106

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. . Together, we’re building the future of voice. . These tools help businesses connect with customers and prospects.

APIs 62

APIs CRM Technical Support Marketing 62

AWS Machine Learning

MARCH 4, 2024

It enables customers to leverage a variety of high-performing FMs, such as the Claude family of models by Anthropic, to build custom generative AI applications. Amazon Bedrock is the best place to build and scale generative AI applications with large language models (LLM) and other foundation models (FMs).

Benchmark 134

Benchmark Finance Engineering Enterprise 134

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. It’s a strategy that many companies have used for years to understand and prioritize customer needs. In this article, we’ll go over what Voice of Customer data analytics is and the different types. In This Article: What is Voice of Customer Analytics?

Analytics 94

Analytics Feedback Banking Surveys 94

Fonolo

OCTOBER 14, 2021

This key performance indicator (KPI) provides insight into how effective agents are at delivering top-notch customer service and will signal to you when certain performance areas are falling off track. When it comes to keeping a pulse on the health of your contact center, cost per contact can be a very handy tool. Unfamiliar with this term?

Call Center 159

Call Center Interactive Voice Response Abandon rate Average Handle Time 159