Eptica

MARCH 11, 2020

Date: Wednesday, March 11, 2020 Author: Pauline Ashenden - Marketing Manager Customer Service in 2020: Reflect, Refocus, Reignite. This move to purpose-led organisations goes far beyond customer service. As the ICS annual conference highlighted, customer service has never been more important.

Customer Service 72

Customer Service Best practices Customer centricity Marketing 72

PeopleMetrics

DECEMBER 18, 2015

In keeping with millennia of human tradition, let’s look back at our top ten blog posts from 2015. Without further ado, here's number 10: Starting off this list is a post for those who are confused about how to measure customer experience improvement. Keep an eye out for new posts in the new year!

Customer Experience 61

Customer Experience Best practices Banking Metrics 61

Comm100

SEPTEMBER 28, 2021

Welcome to part three in our series exploring digital transformation in customer service. In this series, we’ve been looking at how digital transformation is helping organizations transition to a digital customer service offering that benefit both them and their customers.

Customer Service 86

Customer Service Chatbots Banking B2C 86

Eptica

OCTOBER 4, 2017

Date: Wednesday, October 4, 2017 National Customer Service Week: The opportunity of Artificial Intelligence. Author: Neil Titcomb We’re now part way through National Customer Service Week (NCSW), which provides the industry in the US and UK with the chance to take stock, celebrate success and share best practice.

Customer Service 68

Customer Service Contact Center Self service Best practices 68

Provide Support

FEBRUARY 24, 2016

10 Do’s and Don’ts of Excellent Customer Service. These days, the phrases “go above and beyond for the best customer service experience”, “the customer is always right” and “the customer is king” have become one of the most cliched and repeated in marketing. Read more.

Customer Service 87

Customer Service Marketing Management Best practices 87

CSM Magazine

NOVEMBER 11, 2015

Attributing this to striving for excellence in customer experience, the business has been awarded Gold Trusted Merchant status from the global feedback engine Feefo for achieving a 100 per cent customer service rating provided by over 500 customers in the last year Posting a £1.3

Automotive 69

Automotive Customer Service B2C Finance 69

Eptica

SEPTEMBER 18, 2015

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. Published on: September 23, 2015. These pressures actually mean that service is even more important than ever, according to research from the Institute of Customer Service (ICS).

Multichannel 76

Multichannel Customer Service Brand ambassadors Self service 76

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. It also looks at sharing best practice to further improve standards, ultimately benefiting consumers everywhere. On that note, let us focus on the positive side of customer service.

Customer Service 71

Customer Service Multichannel Contact Center Best practices 71

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. Given these challenges, how are they coping with becoming more customer centric? recently released a new report aimed at helping them deliver customer service excellence.

Multichannel 49

Multichannel Customer Service CRM Automotive 49

Eptica

DECEMBER 23, 2015

Date: Wednesday, December 23, 2015 How customer service techniques can ensure a stress-free Christmas. Published on: December 23, 2015. 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.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 49

Fonolo

NOVEMBER 17, 2020

That includes our experience as customers. Modern consumers are no longer willing to accept poor customer service. More than 80% of customers now say the experience a company provides is as important as its products. . More than two-thirds of service providers will move their contact centers to the cloud in 2020.

Contact Center 176

Contact Center Gamification Call Center Average Handle Time 176

Provide Support

MARCH 9, 2016

Cleaning Customer Service from Inefficiencies. Inefficiencies in customer service affect not only the company’s profits and image, but contribute a lot to customer frustrations. Let’s take this opportunity to clean the relationships with our customers. © 2003 - 2015 Provide Support LLC. Read more.

Customer Service 45

Customer Service Best practices 45

CSM Magazine

OCTOBER 12, 2015

Following National Customer Service Week (5-9 October), Red Funnel Ferries is delighted to have been accredited with the national ServiceMark standard from The Institute of Customer Service in recognition of the company’s commitment to, and achievements in, customer service.

Customer Service 40

Customer Service Benchmark Best practices Service level 40

Horizon CX

APRIL 1, 2024

Employee engagement: Employees are empowered to deliver a positive customer experience. The Business Case for Customer Experience Maturity The benefits of achieving higher levels of customer experience maturity are clear. One major hurdle is the lack of awareness and understanding of basic CX principles and best practices.

Journey mapping 52

Journey mapping Customer centricity Customer retention Feedback 52

Provide Support

JANUARY 18, 2016

The 10 Commandments of customer service. Today, when customer service is becoming a major differentiator for businesses, it is probably not a blasphemy to call it a new religion – religion for business. Serving customers is the main job for every business and every department within a business. Read more.

Customer Service 59

Customer Service Best practices 59

NICE inContact

JANUARY 26, 2016

The ability to provide an excellent customer service experience is a key differentiator in today’s Era of the Customer for businesses of any size and every vertical market. The question of how a small business can win the customer service battle is crucial to business success and sustainability.

Customer Service 48

Customer Service contact center solutions Telecommunications Contact Center 48

Calabrio

JULY 5, 2016

When it comes to delivering excellent customer service, most people would say the cable industry isn’t exactly a shining example of customer satisfaction. Historically, their reputation in this arena has been acceptable at best, and more often described as “nightmarish.” How did they do it?

Customer Service 56

Customer Service Telecommunications Analytics Contact Center 56

Enghouse Interactive

FEBRUARY 12, 2021

As nationwide lockdowns continue, how has COVID-19 impacted customer service in the UK – and what lessons do companies need to learn going forward? Customer satisfaction is at its lowest level since 2015. points lower than in January 2020, and the lowest level since July 2015. The January 2021 UKCSI score is 76.8

Best practices 54

Best practices Surveys Customer Service Technology 54

Provide Support

OCTOBER 7, 2015

A guide to customer service nirvana. Whether we are talking about customer service or any other aspect of life, the first step in that direction is to recognize the fact the some things are out of balance now. The recent stats from 2015 U.S. Customers are flexible about the means they use to engage companies.

Customer Service 86

Customer Service Self service First call resolution Feedback 86

Provide Support

MAY 4, 2016

Key Aspects of Customer Service Agent Training. Customer experience is now winning the leadership race to become the main business differentiator. Hence, the need to create a strong customer service team which will enable the delivery of great customer experience. © 2003 - 2015 Provide Support LLC.

Customer Service 44

Customer Service Customer Experience Best practices Customer Support 44

Provide Support

DECEMBER 6, 2016

We crafted these articles based on our own experience offering customer service via live chat, putting in our love and attention to detail. We hope you will enjoy this selection and find some useful ideas and tips which you can incorporate in your best practices.(.). © 2003 - 2015 Provide Support LLC. Read more.

Management 63

Management Best practices Customer Service 63

Provide Support

AUGUST 11, 2016

What It Takes to Have a Best Performing Customer Service Team. There are many reasons why you should care to build a great customer service team. One is, customer service is as important to a business as any other department, such as sales or marketing for example. © 2003 - 2015 Provide Support LLC.

Customer Service 50

Customer Service Marketing Sales Best practices 50

Vcaretec

JUNE 6, 2022

There are big trends shaking up the customer service industry this year, and you’ll see many service providers trying to address new challenges. Common themes are around best practices, case studies and big successes, and predictions on the future of the industry. for detailed how-to educational talks.

Customer Care 52

Customer Care Wireless Education Contact Center 52

Eptica

FEBRUARY 12, 2016

Date: Friday, February 12, 2016 Has UK customer service turned a corner? This means that delivering the right levels of customer satisfaction is a journey not a destination. Companies have to keep investing in improving the service and experience they offer if consumers are to remain satisfied. points to 77 out of 100.

Multichannel 49

Multichannel Customer Service Banking Contact Center 49

Provide Support

FEBRUARY 16, 2016

In today’s blog I would like to speak about efficiency in customer service, to look at this subject from personal experience. © 2003 - 2015 Provide Support LLC. When you start noticing your inefficiencies and honestly acknowledge them, at the same time you begin to ask yourself, how do I make myself more efficient? Read more.

Customer Service 47

Customer Service Personalization Best practices Customer Support 47

Provide Support

APRIL 20, 2016

How to Build a World-Class Customer Service Team. What are the most important factors contributing to customer service team success? Are there any secret ingredients, tips or strategies world’s leading customer service teams run on? © 2003 - 2015 Provide Support LLC. Read more.

Customer Service 49

Customer Service Best practices 49

Provide Support

JULY 25, 2016

Ditch the Script: How to Personalize Real-Time Customer Service. Today we are pleased to share a guest posting by Stephan Delbos , a social customer service expert from Brand Embassy. If only social customer service agents had it so easy. © 2003 - 2015 Provide Support LLC. Read more.

Scripts 47

Scripts Personalization Customer Service Contact Center 47

Provide Support

SEPTEMBER 6, 2016

Surviving Information Overload in the World of Customer Service. Monitoring service levels has always been a fundamental aspect of managing a contact center. However, advanced contact center and customer relationship software has led to an abundance of data and a growing number of reports that have become unmanageable.

Customer Service 42

Customer Service Contact Center Service level Management 42

NICE inContact

JUNE 14, 2016

One of the biggest complaints about companies’ social media presences is a lack of responsiveness, resulting in the appearance that they don’t have any social customer service. A Sprinklr study from 2015 found that nearly 50% of consumers are ready and willing to share negative experiences with a brand on social media.

Customer Service 51

Customer Service Airlines Contact Center outsourcing 51

Provide Support

APRIL 26, 2016

How to inspire your customer service team. Though it may seem that such mood will do no harm to your organization we all know this is wrong, especially if your team deals with customers on a daily basis. The right motivation and inspiration of your customer service team will help your company to stay ahead of the competition.

Customer Service 45

Customer Service Surveys Best practices 45

Provide Support

OCTOBER 28, 2015

Today probably every business is sufficiently aware of the importance of social media for customer service. Report by Parature shows us that 33% of consumers confirm they have used social media to ask a customer service question at least once and 18% use social media as a customer service channel on regular basis.

Customer Care 88

Customer Care Sales Customer Service Best practices 88

Interactions

SEPTEMBER 19, 2023

Leaders in Conversational AI for the past decade, Lindsy and Ed discussed their roles and how they see CX in the utilities space, their relationship with Interactions and best practices for improving CX and increasing self-service. The partnership started in 2015, and we haven’t looked back. Q: Any final thoughts?

Interactive Voice Response 48

Interactive Voice Response Self service Best practices Contact Center 48

Toister Performance Solutions

FEBRUARY 22, 2018

A new report from CRM software provider SuperOffice revealed some dismal trends for email customer service. This post highlights five email best practices and compares them to the results in the SuperOffice report. Best Practice #1: Respond OK, stop laughing because this is a real challenge.

Best practices 48

Best practices Coaching CRM Personalization 48

Provide Support

NOVEMBER 8, 2016

With big holiday season just around the corner, many online retailers are busy preparing their customer service teams for the holiday rush. Total planned spending this year is second only to the record total spending in 2015, at $952.58. © 2003 - 2015 Provide Support LLC. during the holiday shopping season this year.

Average Handle Time 73

Average Handle Time Wait times Surveys Customer Service 73

Fonolo

MARCH 22, 2022

By 2016, gamification will be an essential element for brands to drive customer marketing and loyalty. According to Gartner, by the end of 2015, more than 40% of the top companies will be using gamification to transform their business operations. by 2015, according to M2 Research. It encourages sharing and mentoring.

Gamification 75

Gamification Call Center Contact Center Feedback 75

Eptica

NOVEMBER 11, 2015

Date: Wednesday, November 11, 2015 Comparing the retail customer experience in the United States and United Kingdom. Published on: November 11, 2015. Essentially they can improve their experience by reviewing how other people operate and applying best practice. Share this page on: Tweet.

Multichannel 75

Multichannel Customer Experience Self service Advertising 75

GetFeedback

MAY 5, 2019

Or would you stay loyal to your old mobile phone provider if you knew they offer 24/7 support for delightful customer service? Apart from expecting products whose quality matches the prize, customers for years now also expect to find the service providers exactly when they need them. Nobody’s picking up the phone.

Sales 111

Sales Feedback Best practices Customer Service 111