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. You might also be interested in these posts: 5 factors that are driving the need for better digital customer experience. Four key considerations for customer self-service success.

Agent Empowerment 111

Agent Empowerment Best practices Self service Marketing 111

Eptica

JANUARY 24, 2022

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. You might also be interested in these posts: 5 factors that are driving the need for better digital customer experience.

Self service 125

Self service Best practices Analytics Customer Service 125

Playvox

OCTOBER 4, 2022

While tagging customer interactions might seem like a small part of your operations, it’s actually a vital component of running a productive contact center. Consistently tagging your customer support interactions in Zendesk — or any chat software — should be a top priority. Creating a Zendesk Tagging Strategy.

Feedback 87

Feedback Contact Center Metrics Surveys 87

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

CSM Magazine

NOVEMBER 19, 2018

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. 10 Key CX Technology Trends for 2019.

Customer Experience 88

Customer Experience Engineering Coaching Education 88

Playvox

OCTOBER 20, 2023

In face-to-face interactions with customers, you have the advantage of observing eye contact, tone of voice, body language, and other cues that go along with their spoken words. What is Customer Sentiment Analysis? Delivering an outstanding customer experience (CX) has become mission-critical to businesses.

Contact Center 82

Contact Center Coaching Feedback Surveys 82

Eptica

MARCH 11, 2022

You might also be interested in these posts: Getting customer service right on Mother’s Day. How a unified agent desktop empowers your advisors and better engages customers. 5 factors that are driving the need for better digital customer experience. Share this page on: Tweet. What is preventing success?

Customer Service 126

Customer Service Best practices Management Customer Experience 126

Eptica

FEBRUARY 7, 2022

Read the full article and watch the video here: Tags: contact centres, Microsoft Teams Categories: Trends & Markets. You might also be interested in these posts: 5 factors that are driving the need for better digital customer experience. The three areas to focus on to empower your agents. Share this page on: Tweet.

Marketing 121

Marketing Management Customer Experience Customer Service 121

Fonolo

APRIL 25, 2023

Using call-backs to eliminate hold time for your customers is an easy win! It improves your CSAT scores, supports your agents and helps smooth out call spikes in the contact center. When inbound calls are spiking, offering customers a call-back keeps them off hold and protects your KPIs by deferring calls to quier times.

Contact Center 95

Contact Center Average Handle Time Self service Technology 95

Eptica

MARCH 18, 2022

You might also be interested in these posts: Overcoming the challenges to customer service quality. How a unified agent desktop empowers your advisors and better engages customers. 5 factors that are driving the need for better digital customer experience. Share this page on: Tweet.

Customer Service 122

Customer Service Best practices Management Customer Experience 122

Playvox

SEPTEMBER 14, 2022

But over time, customer sentiment analysis driven by artificial intelligence (AI) will learn to better interpret the language your customer base is using to describe their experience. So your support center can measure customer opinions no matter what words they use. Understand Your Customers.

Feedback 79

Feedback Surveys Contact Center Engineering 79

Eptica

JULY 8, 2020

Date: Wednesday, July 8, 2020 Author: Pauline Ashenden - Demand Generation Manager Why a consistent customer experience is so important (and how to deliver it). These insights demonstrate that brands need a consistent information strategy, with one centralised knowledge base shared between all customer channels.

Customer Experience 111

Customer Experience Brand ambassadors Banking Airlines 111

Fonolo

JANUARY 17, 2019

The proof is in the pudding: Loyal consumers continue to flock to the imposing blue mecca in their town centers (and soon, urban centers ) because of IKEA’s ability to hold a customer’s familiar hand throughout their lifetime. Here’s how IKEA helps us to ‘live unboring’ IKEA: The In-Store Experience.

Customer Experience 111

Customer Experience Gamification Contact Center Technology 111

Eptica

MAY 16, 2018

Date: Wednesday, May 16, 2018 Author: Anne-Claire Bellec How artificial intelligence can transform your customer experience. Recent reports from Forrester back this up, highlighting the fast-growing importance of AI in customer experience. Data Protection and GDPR within Customer Experience.

Customer Experience 69

Customer Experience Chatbots Self service CRM 69

CSM Magazine

OCTOBER 13, 2022

Hyper-Personalizing the customer experience is a successful method for customer acquisition and retention. In addition, the majority of consumers think that a customized client connection contributes significantly to their loyalty. And here the 4 strategies to hyper-personalize your customer experience.

Personalization 52

Personalization Customer Experience Call Center CRM 52

SharpenCX

APRIL 22, 2020

They’ve continuously innovated to reshape their CX and remove effort for their customers, providing leading examples of how to build a good customer experience. So since 2017 , they’ve been building what they deem “the next evolution of customer experience.”. Instead, they offer a truly omnichannel experience.

Customer Experience 76

Customer Experience Scripts Contact Center Contact center software 76

Eptica

OCTOBER 31, 2018

Date: Wednesday, October 31, 2018 Author: Pauline Ashenden - Marketing Manager Delivering public sector customer experience at a time of change. They need to deliver more with less, but at the same time meet the needs of a more digitally-savvy audience. Published on: October 31, 2018.

Customer Experience 66

Customer Experience Chatbots Self service Best practices 66

TeamSupport

MAY 2, 2022

Automation can perform many tasks, streamline your support operations, and significantly boost the effectiveness of your customer support team. Basic automated operations vary from reminders to routing tickets to specific agents. Ticket tags – With tagging you can easily organize tickets and quickly identify common issues.

Chatbots 98

Chatbots Customer Support Service level Management 98

aircall

JUNE 21, 2021

If you are struggling to increase sales in your company, it may be time to take a closer look at your existing customers experience to see how they interact with business. Suppose there are gaps between what customers expect from an interaction and what they’re actually getting.

Sales 71

Sales Customer Experience Surveys Feedback 71

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Author: Olivier Njamfa - CEO & Co-Founder The balance of power between brands and consumers is shifting, with customers now wielding greater influence and control.

Customer Experience 77

Customer Experience Best practices Advertising Chatbots 77

Eptica

NOVEMBER 18, 2016

Date: Friday, November 18, 2016 Customer Experience - disrupt or be disrupted. Author: Olivier Njamfa Whatever market they are in, organizations face a stark choice – innovate across their operations and get closer to customers or lose market share to more agile, flexible rivals. Published on: November 18, 2016.

Customer Experience 71

Customer Experience Consulting Consulting Marketing 71

CSM Magazine

MARCH 26, 2020

to securely keep a comprehensive customer history, and keeps a constant connection between the owner and their pet through a mobile device. Tag in September 2019. Tag subscription allows owners to send a notification to walkers, notifying them that a dog may have gotten loose. This customer-first mentality extended to Wag!’s

Customer Experience 52

Customer Experience Interactive Voice Response Wait times voip 52

Callminer

OCTOBER 11, 2018

If you’re ready to better leverage your data to improve agent performance , it’s time to take a look at some important call center metrics that you might be overlooking. Kaye Chapman is the Learning & Development Manager at Comm100 , a global provider of AI-powered digital customer conversation software. Employee engagement.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Eptica

SEPTEMBER 6, 2017

Date: Wednesday, September 6, 2017 The changing face of UK customer experience. We spoke to Neil to find out more about how he sees the UK customer experience market changing, and how Eptica is working with organisations to help them transform their digital customer service. Published on: September 06, 2017.

Customer Experience 54

Customer Experience Multichannel Self service CRM 54

Eptica

OCTOBER 25, 2017

Date: Wednesday, October 25, 2017 Turning customer experience into competitive advantage. Author: Vincent Giraud Customer experience is becoming the primary differentiator for brands , whatever industry they are operating in. The increasing emphasis on customer experience is being driven by three key trends: 1.

Customer Experience 56

Customer Experience Banking Best practices Advertising 56

Eptica

SEPTEMBER 25, 2019

Date: Wednesday, September 25, 2019 Author: Pauline Ashenden - Marketing Manager The breakdown in insurance customer experience – and what it means for trust. Author: Pauline Ashenden - Marketing Manager In today’s markets, consumers rightly demand the highest standards of customer service. Share this page on: Tweet.

Customer Experience 62

Customer Experience Automotive Self service Marketing 62

Eptica

AUGUST 2, 2017

Date: Wednesday, August 2, 2017 Transforming customer experience in local authorities. Author: Neil Cox The public sector faces three key challenges, particularly when it comes to customer experience. The UK Government has recognized these challenges , and also how digital technology can be used to overcome them.

Customer Experience 55

Customer Experience Government Self service Best practices 55

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. The rise of social media and increasingly demanding customers has changed all of this. The balance of power has changed – your brand is what your customers say it is, rather than how you define it within your organization. These are: 1.

Customer Experience 83

Customer Experience Multichannel Advertising Contact Center 83

Eptica

JULY 26, 2017

Date: Wednesday, July 26, 2017 Why customer experience needs to be led from the top. Author: Olivier Njamfa In today’s ultra-competitive world, senior managers understand the importance of customer experience to corporate success. Published on: July 26, 2017.

Chief Customer Officer 78

Chief Customer Officer Customer Experience Airlines Best practices 78

SharpenCX

JANUARY 6, 2021

They ditched old methods and moved faster, for the sake of employees and customers. In fact, Gartner found that 69% of boards plan to accelerate digital business initiatives in response to COVID. And in 2020, some 27% of companies reported improvements in the quality of their customer service, up from only 14% in 2019.

Call Center 67

Call Center Coaching Abandon rate Contact Center 67

Eptica

JANUARY 24, 2020

Date: Friday, January 24, 2020 Author: Tom Walmsley - Business Development Manager 3 customer churn symptoms and cures. However, despite the focus on big picture CX, the reasons why customers leave a brand are often subtle and can even be the result of an overzealous desire to attract, engage and delight. . #1

Self service 106

Self service Best practices Surveys Feedback 106

DMG Consulting

NOVEMBER 30, 2023

How AI Makes This Happen AI is an expanding group of technologies that, when supported by a large and appropriately sourced, targeted, tagged, and curated data repository, can discern patterns and perform some basic humanlike functions. And with 175 billion parameters, GPT-4 is a powerful language processing AI model. Virtual assistants.

Average Handle Time 48

Average Handle Time Contact Center Analytics Coaching 48

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? All of this has fundamentally reshaped the industry and put pressure on delivering a more efficient and superior, personalized experience to customers. Published on: April 18, 2018. Share this page on: Tweet.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

Eptica

JANUARY 10, 2018

Date: Wednesday, January 10, 2018 Delivering an AI-powered customer experience at Birmingham City Council. Author: Neil Cox Local authorities across the UK are under constant pressure to increase efficiency and productivity, while delivering a high quality experience to the public. Published on: January 10, 2018.

Customer Experience 49

Customer Experience Average Handle Time Best practices Education 49

Talkdesk

JULY 1, 2020

Many customers prefer and expect different digital communication channel options depending on the context. It may be most convenient to text while in the doctor’s waiting room or to email customer service when there’s a more complex issue. add voice to chat) as needed to solve customers’ issues.

Contact Center 118

Contact Center contact center solutions Chatbots voip 118

AWS Machine Learning

DECEMBER 23, 2022

As organizations incorporate machine learning (ML) and analytics into their applications, using this data can provide insights on how to create more seamless customer experiences. In this blog post, we will review a solution to automatically redact PII data from a customer service conversation transcript. Agent: Great.

APIs 81

APIs Engineering Analytics Call Center 81

Eptica

OCTOBER 10, 2017

Date: Wednesday, October 11, 2017 Balancing the human and the digital in customer experience. A noted expert on customer experience, R égine Vanheems has worked extensively with Eptica, providing its customers with analysis into the latest trends around consumer expectations and behaviour, particularly in the area of digital CX.

Customer Experience 49

Customer Experience Chatbots Multichannel Self service 49