Eptica

DECEMBER 19, 2018

Author: Anne-Claire Bellec - Marketing Director As we count down the days until Christmas, children all over the world are getting excited about the imminent appearance of Santa Claus, his reindeer, and his big sack of presents. What lessons can CX teams learn from Father Christmas? Published on: December 19, 2018.

Customer Experience 65

Customer Experience Best practices Feedback Analytics 65

Chip Bell

DECEMBER 15, 2020

There was one on the shelf with a $49 price tag. It was beginning to look a lot like Christmas. I called Target in Athens to inquire if they had an Amazon Fire Stick 4K in stock; they did. So, on our way to the river for the weekend, my wife and I stopped to buy the fire stick. I took it to the register. Then, magic happened. “No

Customer Service 97

Customer Service Customer Experience 97

Eptica

NOVEMBER 22, 2017

Date: Wednesday, November 22, 2017 The 5 rules of Retail Christmas Customer Experience. Author: Pauline Ashenden As we approach Christmas, the festive shopping season is moving into top gear. So how can retail businesses ensure that they have a Happy Christmas and maximize sales and revenues? Published on: November 22, 2017.

Customer Experience 73

Customer Experience Best practices Benchmark Self service 73

Eptica

NOVEMBER 21, 2018

Date: Wednesday, November 21, 2018 Author: Anne-Claire Bellec - Marketing Director Why listening to your customers is vital to success this Christmas. Author: Anne-Claire Bellec - Marketing Director Retailers don’t need reminding that the peak Christmas season is now upon us, with Black Friday and Cyber Monday already in full swing.

Multichannel 62

Multichannel Best practices Surveys Sales 62

JivoChat

NOVEMBER 27, 2022

Describe the item benefits in the caption, and add a tag in the image where the person can click and go directly to your store. . If you sell clothes, makeup, shoes, or accessories, for example, you can create a campaign motivating customers to tag your profile when they use one of your products. Source: Nike Instagram.

Education 75

Education Sales Personalization Marketing 75

Eptica

SEPTEMBER 12, 2016

Date: Wednesday, September 14, 2016 Getting ready for Christmas – 5 areas for retailers to focus on. Author: Anne-Merete Jensen It may seem like a long time in the future for consumers, but as every retailer knows Christmas is coming – fast. Published on: September 14, 2016.

Self service 76

Self service Contact Center Customer Service Customer Experience 76

Comm100

OCTOBER 30, 2017

Christmas is coming, and in the spirit of the season of giving, it’s a great time to show your customers how much you care about them with a gift or token of your appreciation. Read on for our top holiday gift ideas for customers, plus tips on how to choose the best gift for your customers, whether at Christmas time or all year round.

Morale 83

Morale Personalization Customer Service Accountability 83

Eptica

DECEMBER 2, 2016

Date: Friday, December 2, 2016 Which retailers will thrive this Christmas and beyond? Author: Pauline Ashenden We’re now well into the holiday shopping season , with Black Friday and Cyber Monday behind us but plenty of shopping days to go before Christmas itself. Published on: December 02, 2016.

Multichannel 72

Multichannel Personalization Accountability Customer Experience 72

Eptica

OCTOBER 14, 2016

Date: Friday, October 14, 2016 What customers want this Christmas when it comes to service. Bear in mind that the customer bought the goods from you – so they hold you responsible for getting them delivered in time for Christmas. Published on: October 14, 2016.

Multichannel 65

Multichannel Sales Customer Service Customer Experience 65

Eptica

DECEMBER 12, 2017

Date: Wednesday, December 13, 2017 Putting the customer first this Christmas. Author: Anne-Merete Jensen The run up to Christmas is both the busiest time of year for most brands and the most stressful for consumers. Then what can brands do to support their customers this Christmas? Published on: December 13, 2017.

Customer centricity 52

Customer centricity Best practices Marketing Sales 52

Eptica

JANUARY 24, 2020

4 Christmas customer service lessons from Santa. Tags: Customer experience, CX, customer churn, feedback, digital customer experience, Customer satisfaction, Voice of the customer, AI, customer interactions, Knowledge base, self-service, email management, automatic best answer suggestions Categories: Best Practice, Product.

Self service 106

Self service Best practices Surveys Feedback 106

Eptica

DECEMBER 23, 2015

Date: Wednesday, December 23, 2015 How customer service techniques can ensure a stress-free Christmas. Author: Pauline Ashenden With the holidays now nearly upon us, spare a thought for customer service teams who have to keep working right up to, and through, Christmas itself. Be clear Clarity is also vital at Christmas.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 49

Eptica

DECEMBER 21, 2016

Date: Wednesday, December 21, 2016 Reducing customer service stress at Christmas. Author: Anne-Merete Jensen Christmas is a stressful time. How can companies reduce stress for customers and staff and ensure that Christmas is the season of goodwill to all? Published on: December 21, 2016. Share this page on: Tweet.

Customer Service 48

Customer Service Contact Center Self service Personalization 48

Eptica

DECEMBER 18, 2015

Author: James Gladwish Telecoms has always been important at Christmas, with families and friends keeping in touch by telephone for many years. However, the rise of superfast broadband, social media, IP telephony and on-demand/pay-TV services mean that it is now an essential part of the Christmas experience for the majority of families.

Multichannel 61

Multichannel CRM Contact Center Customer Service 61

Eptica

JANUARY 15, 2020

You might also be interested in these posts: 4 Christmas customer service lessons from Santa. This is why you need to give it the focus it deserves if you want to keep customers happy, differentiate your service and outpace the competition. Share this page on: Tweet.

Customer Service 99

Customer Service Multichannel Best practices Analytics 99

Eptica

DECEMBER 23, 2016

Author: Pauline Ashenden This Christmas over £24 billion will be spent online on presents and gifts. In the UK alone, 390 million parcels are expected to be dispatched in the run up to Christmas. In the UK alone, 390 million parcels are expected to be dispatched in the run up to Christmas. Here are five tips to follow: 1.

Customer Experience 51

Customer Experience Multichannel Marketing Customer Service 51

Eptica

OCTOBER 31, 2019

For many, Christmas is a particularly busy and stressful time , so they value those companies that make the process as simple as possible. Look at how you can multi-skill agents so that they can best help customers, and again support them with knowledge across all channels.

Customer centricity 62

Customer centricity Self service Best practices Finance 62

Eptica

AUGUST 2, 2017

So how can you ensure that your customer experience helps you have a Happy Christmas? Centralize knowledge Especially in the busy run up to Christmas, customers want fast consistent answers – no matter what channel they are using. Here are five suggestions from Eptica of areas to focus on within your customer service team: 1.

Self service 56

Self service Chatbots Best practices Sales 56

Eptica

JANUARY 8, 2016

Author: Robin Tandon While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015. In total, online sales grew by 20% between Black Friday and Christmas Eve. With over $4.45

Customer Experience 49

Customer Experience Multichannel Self service Contact Center 49

Clarabridge

FEBRUARY 5, 2019

Many retailers make more money between Black Friday and Christmas than they do the entire rest of the year. In addition to detecting the named entities described in previous sections, Clarabridge automatically tags events of all kinds. Events bookmark our perception of time and give us a shared cultural experience.

Feedback 40

Feedback Sales Marketing Customer Experience 40

Eptica

OCTOBER 26, 2015

Date: Monday, October 26, 2015 Christmas is coming – is your customer service ready? 4 Customers don’t want to be tied to a particular channel Particularly in the run up to Christmas, shoppers will use a wide variety of channels and devices when researching and buying gifts. Published on: October 26, 2015.

Multichannel 88

Multichannel Customer Service Contact Center Self service 88

Eptica

AUGUST 29, 2019

Author: Pascal Gauvrit - CTO As the Summer holidays come to an end, and as customer service teams prepare for the peak Christmas season , it’s the perfect time to highlight the importance of service and experience to business success. Published on: August 29, 2019. Why the future of customer service is AI and humans together.

Customer Service 67

Customer Service Self service Best practices Chatbots 67

Eptica

JANUARY 29, 2020

4 Christmas customer service lessons from Santa. Tags: Customer Service, contact centre, Customer experience, agent, advisor, self-service, Knowledge, empathy, satisfaction, NPS, Contact Babel, email, Enghouse, omnichannel, Call Centre Helper Categories: Best Practice. Share this page on: Tweet.

Customer Service 79

Customer Service Self service Best practices Consulting 79

Eptica

DECEMBER 11, 2015

Author: Derek Lewis As every retailer knows, a good Christmas can make the difference between success and failure. This is particularly true in the UK, with research from ING finding that Britons are the most generous present purchasers in the world, and expect to spend an average of £294 (US$446) on gifts this Christmas.

Customer Service 49

Customer Service Multichannel Self service Contact Center 49

Eptica

FEBRUARY 5, 2020

4 Christmas customer service lessons from Santa. Tags: Institute of Customer Service, ICS, Customer Service, loyalty, channel choice, agents, Customer satisfaction, UKCSI, UK Customer Satisfaction Index, emotion, empathy, Customer experience, Eptica Categories: News, Trends & Markets. Share this page on: Tweet.

Customer centricity 72

Customer centricity Marketing Metrics Surveys 72

Kayako

DECEMBER 22, 2015

So, I’m a little bit of a Christmas nut. This year, amidst the frenzy of Christmas shopping and end-of-year work deadlines, I had an epiphany. The second point in my Christmas shopping manifesto is to schedule dedicated shopping days. It might be as simple as taking advantage of the tags you use for your support tickets.

Customer Support 53

Customer Support Management Self service Metrics 53

Eptica

DECEMBER 9, 2015

Date: Wednesday, December 9, 2015 5 Ways of improving handling times this Christmas. Additionally, while customers are always demanding, the time they are willing to wait for an answer is even shorter at Christmas. Published on: December 09, 2015.

Multichannel 50

Multichannel Contact Center Self service Service level 50

Eptica

SEPTEMBER 10, 2015

The upcoming Christmas season is bound to see billions spent on the latest products, including smartphones, tablets and Ultra HD TVs. The upcoming Christmas season is bound to see billions spent on the latest products, including smartphones, tablets and Ultra HD TVs.

Multichannel 76

Multichannel Customer Service Banking Self service 76

Chip Bell

DECEMBER 17, 2019

We all enjoy the mystery and intrigue of opening a gift with our name on the name tag. Will the experience feel magical, like the surprise of Christmas morning? Make Everything Feel Like Opening a Gift. Let your experiences reflect the compelling charm of a holiday present.

Sales 42

Sales Self service Contact Center Customer Experience 42

Eptica

MARCH 11, 2020

4 Christmas customer service lessons from Santa. Tags: ICS, Institute of Customer Service, Customer Service, Eptica, Enghouse, Scottish Water, John Lewis, Jo Causon, Customer experience, Customer satisfaction, Knowledge, Nationwide, purpose, culture, UKCSI Categories: News. Share this page on: Tweet.

Customer Service 72

Customer Service Best practices Customer centricity Marketing 72

Eptica

JANUARY 10, 2018

Putting the customer first this Christmas. Tags: Customer experience, CX, Customer Service, Birmingham, BCC, local authority, Public sector, Eptica, AI, Artificial intelligence, NLP Categories: Best Practice, AI, Trends & Markets. Share this page on: Tweet. Meeting the CX needs of the connected consumer.

Customer Experience 49

Customer Experience Average Handle Time Best practices Education 49

JivoChat

JUNE 13, 2023

Celebrate Holidays Special dates such as Christmas, Mother’s Day, and Thanksgiving are worth a post on your social media. You must publish a post explaining the rules of the challenge, and invite users to tag your profile when they post the challenge. You can even create a hashtag they should use.

Accountability 75

Accountability Marketing Sales Personalization 75

Eptica

NOVEMBER 6, 2015

Gearing up for Christmas means that many businesses, especially retailers, are adding more staff in store and in contact centers. For most companies, employing customer service agents with the right blend of skills and continuing to develop them with ongoing training is essential for success.

Technology 76

Technology Customer Service Multichannel Self service 76

LiveChat

SEPTEMBER 21, 2018

While listening to “Last Christmas” for the 17th time, you start to dream about escaping into the wasteland and never hearing that again. If you don’t want to drown in your chat archive, you better start tagging your chats so you can easily find them later. Lovely “Last Christmas” played in every single mall.

Chatbots 63

Chatbots Gamification Sales Benchmark 63

Eptica

DECEMBER 4, 2015

In today’s competitive industry, a good Christmas can literally mean the difference between survival and going bankrupt. In today’s competitive industry, a good Christmas can literally mean the difference between survival and going bankrupt. Published on: December 04, 2015.

Multichannel 49

Multichannel Customer Service Upselling Contact Center 49

Eptica

JUNE 19, 2019

Training helps bring staff up to speed, so they feel empowered with all the skills they need to take on the Christmas rush (or any other seasonal peak), helping to ensure consistently high levels of service. Peak always seems to come round faster than we think. Contact Eptica now to book your training session.

Customer Service 76

Customer Service Best practices Contact Center Consulting 76

Eptica

APRIL 25, 2019

Why listening to your customers is vital to success this Christmas. Because one thing hasn’t changed in 25 years – basic factors such as politeness and providing fast, accurate consistent answers remain essential in order to build trust and loyalty, now and in the future. Share this page on: Tweet.

Contact Center 75

Contact Center Self service Chatbots First call resolution 75