Nicereply

AUGUST 5, 2021

In this post, we explore one of the best features we introduced last week in our Rating Feed BETA release – Rating Tags. We probably don’t need to explain how the tags work in social media or other digital platforms. Let’s have a closer look at Nicereply rating tags feature. Are tags really so useful to me?

Feedback 98

Feedback Surveys Accountability Management 98

Eptica

APRIL 11, 2022

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. Tags: Financial Services Customer Experience Categories: Trends & Markets. Share this page on: Tweet.

Banking 120

Banking Customer Service Marketing Customer Experience 120

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

Eptica

MARCH 18, 2022

How a unified agent desktop empowers your advisors and better engages customers. 5 factors that are driving the need for better digital customer experience. Tags: Customer Service, Mother’s Day Categories: Best Practice. Read the full piece on our parent company Enghouse Interactive’s site. Share this page on: Tweet.

Customer Service 122

Customer Service Best practices Management Customer Experience 122

Playvox

OCTOBER 20, 2023

But when you move to a world of digital or omnichannel customer support, the human language element goes away and it becomes much more difficult to gauge how customers really feel about our company, brand, products, and experiences. Don’t forget the importance of proper tagging in sentiment analysis.

Contact Center 82

Contact Center Coaching Feedback Surveys 82

Playvox

SEPTEMBER 14, 2022

You’ve probably heard one of your agents say something like, “All our customers hate the new report style we just released.” Is that negative sentiment true, or has that agent just experienced confirmation bias and decided on an outcome that agrees with their own beliefs? The Importance of Proper Tagging in Sentiment Analysis.

Feedback 79

Feedback Surveys Contact Center Engineering 79

DMG Consulting

JUNE 6, 2024

Unstructured inputs, including customer conversations (via voice or digital channels), freeform survey comments, etc., Information and insights contained in the structured and unstructured inputs provide actionable findings that can help improve contact center and agent performance and identify customer needs and wants.

Contact Center 48

Contact Center Enterprise contact center solutions Customer centricity 48

TeamSupport

MAY 2, 2022

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. Product and inventory association – Product and inventory management is a lifesaver for any company that deals with digital software products.

Chatbots 98

Chatbots Customer Support Service level Management 98

Eptica

DECEMBER 22, 2022

Date: Thursday, Décembre 22, 2022 Author: Laurianne Merour - Digital Marketing Manager Identifier les bonnes performances des agents grâce à la technologie. Auteur: Laurianne Merour - Digital Marketing Manager L'IA automatise les tâches complexes et permet de reconnaître les agents qui ont fourni un excellent service.

Chatbots 104

Chatbots Self service Marketing Management 104

Eptica

JANUARY 6, 2023

Date: Friday, Janvier 6, 2023 Author: Laurianne Merour - Digital Marketing Manager Centre de contact natif Teams : la nouvelle ère. Auteur: Laurianne Merour - Digital Marketing Manager Les agents apprécient les avantages de leur nouvelle connectivité améliorée. Publié le: 06 Janvier 2023.

APIs 117

APIs Coaching Contact Center Marketing 117

Expivia

APRIL 29, 2021

Everything seems to be more digital nowadays. Contact centers should embrace digital customer service, and use best practices to take care of customers over the internet. Read more to learn about how you can take your digital customer service to the next level. What Is Digital Customer Service? Use a Service Handle.

Call Center 90

Call Center Customer Service Best practices Contact Center 90

AWS Machine Learning

DECEMBER 23, 2022

Let’s take an example conversation between a customer and a call center agent. Agent: Hi, thank you for calling us today. Agent: Hi John, how may I help you? Agent: Sure, I can help you with that. Can you please confirm the last four digits of your Social Security number? Agent: Great. Agent: Great.

APIs 86

APIs Engineering Analytics Call Center 86

SharpenCX

JANUARY 6, 2021

In fact, Gartner found that 69% of boards plan to accelerate digital business initiatives in response to COVID. Watch Now] Blackhawk Network improved agent efficiency by 12% after moving agents home. When you invest in modern cloud tools, you invest in improved agent performance and happier customers.

Call Center 67

Call Center Coaching Abandon rate Contact Center 67

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

Netomi

APRIL 26, 2022

When a ticket enters a support team’s inbox, many companies triage it, tagging it based on the topic or urgency, and route it to the appropriate agent or team. By leveraging Natural Language Processing, these virtual assistants can grasp a customer’s true intent in order to properly prioritize tickets and route them to the right agent.

Customer Service 52

Customer Service Virtual Agent Customer Support Chatbots 52

Eptica

NOVEMBER 24, 2022

Date: Thursday, Novembre 24, 2022 Author: Laurianne Merour - Digital Marketing Manager 4 bonnes pratiques pour favoriser le changement de canal. Auteur: Laurianne Merour - Digital Marketing Manager Faites la promotion de vos nouveaux canaux Comment encourager vos clients à utiliser davantage les canaux digitaux ?

Self service 62

Self service Marketing Management 62

Eptica

JANUARY 24, 2020

. #1 Being asked for feedback ALL THE TIME While nothing beats the awkwardness of promising a cashier that you will absolutely take their survey and leave a glowing review as soon as you get home, digital customer experience can also lead to making consumers feel like part-time unpaid survey machines.

Self service 106

Self service Best practices Surveys Feedback 106

Fonolo

NOVEMBER 11, 2022

This includes an expectation for flexibility in the workplace, the option to work from home and a desire for sophisticated tech tools that support more personalized digital interactions. Set against the backdrop of global labor shortages and increased importance placed on customer service, call center agents find their status rising. .

Contact Center 87

Contact Center Interactive Voice Response Self service Call Center 87

COPC

JUNE 9, 2023

Historically, the CX industry has focused on optimizing agent performance and support functions, leading to the integration of AI in these areas. This integration empowers agents with timely and accurate information, ultimately improving the overall customer experience. Then, carefully curate the data to ensure accurate outcomes.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

TechSee

DECEMBER 3, 2019

Agent: Hello, thank you for calling Longbow Telecom. Agent: One moment please, while I access that information. Agent: Thank you for holding. Agent: Thanks for your patience. Agent: Apologies for the delay, please continue to hold while I escalate this query to Tier 2 support. How may I help you today?

Contact Center 136

Contact Center outsourcing Customer Service call center solutions 136

JustCall

OCTOBER 17, 2023

As we shift to a more digital and fast-paced business environment, customer expectations from businesses are also shifting rapidly. By gathering real-time digital feedback collection, brands can take the proper steps to pivot their service or support processes before it is too late, helping to improve customer experiences continuously.

Surveys 52

Surveys Feedback Metrics Construction 52

Creative Virtual

OCTOBER 6, 2022

Good day – Guten tag – Buenos días – Bonne journée – Goededag – Buona giornata – There are more than 7,000 known languages spoken in the world today. Luckily for businesses, new technologies are making it easier for them to offer multilingual customer service on digital channels than it was in 2014.

Virtual Agent 64

Virtual Agent Customer Service Engineering Self service 64

CSM Magazine

NOVEMBER 19, 2018

Also expect to see a further merger between digital and customer service teams – particularly as organizations acknowledge that truly joined-up customer journeys now demand seamless and personalised support across all key customer touch points, whether that’s digital, contact centre or in physical locations.

Customer Experience 88

Customer Experience Engineering Coaching Education 88

TechSee

JANUARY 30, 2018

However, collecting and tagging masses of data can be a long, costly and painful process for an enterprise. Imagine that a company has several thousands of customer service agents, and that each of them captures 2-3 images during every technical support call, tagging each image with the device model and specific technical issue.

Technical Support 116

Technical Support Entertainment Enterprise Customer Service 116

Global Response

OCTOBER 26, 2022

Agents that embody the brand The luxury brand call center experience is much more than a transaction with a higher price tag – customers expect the quality to seep across every aspect of the experience, especially when interacting with service representatives.

Call Center 62

Call Center outsourcing Entertainment Contact Center 62

Fonolo

MAY 19, 2022

From good old headsets to online chat functionality, social media posts, and cloud-based management systems, the contact center technology your company employs makes a big difference to customer satisfaction (CSat) scores and agent retention. How to Foster Agent Engagement in a Hybrid Contact Center. The Shift to Remote Work.

Contact Center 87

Contact Center Technology Interactive Voice Response CRM 87

Comm100

SEPTEMBER 10, 2020

Sometimes, it can be hard for a lone agent to meet resolution SLAs. Collaboration and issue tracking lets agents seek help from other representatives for more complex problems. Agents can write notes to each other, flag tickets for follow up, and more, helping them solve issues in fewer correspondences together. Auto follow-up.

Best practices 52

Best practices Customer Support Benchmark Service level 52

Comm100

SEPTEMBER 10, 2020

Sometimes, it can be hard for a lone agent to meet resolution SLAs. Collaboration and issue tracking lets agents seek help from other representatives for more complex problems. Agents can write notes to each other, flag tickets for follow up, and more, helping them solve issues in fewer correspondences together. .

Best practices 52

Best practices Customer Support Benchmark Service level 52

Quiq

JANUARY 2, 2023

Playing email tag or seeing customer comments pile up on social media frustrates customers and support agents alike. With the rise of digital technology, businesses have a plethora of options for connecting with customers. Prepare support agents for real-time conversations. Provide agents with the right tools.

Chatbots 65

Chatbots Airlines Wait times Best practices 65

Eptica

JANUARY 29, 2020

Date: Wednesday, January 29, 2020 Author: Anne-Merete Jensen - Senior Business Consultant The changing role of the customer service agent. The need for empathy As the interactions that agents have with customers move from the transactional to the complex , they are likely to be more involved, emotionally charged and crucial to loyalty.

Customer Service 79

Customer Service Self service Best practices Consulting 79

LiveChat

JULY 29, 2019

Just recently I found out that if we mistype a digit in an iPhone calculator, there’s no need to cancel with “C” or “AC” and start all over again. They will help you and your agents provide better support and sell more products. Once agents get familiar with these features, their experience will change for the better.

Management 52

Management Analytics Personalization Metrics 52

JustCall

MARCH 9, 2023

While your call agents strive for favorable first-call resolution metrics, your business should focus on providing them with the right customer contact center software that lets them do their job well. Such solutions help your business deliver quicker and higher quality services to customers without engaging too many call agents.

Contact center software 52

Contact center software Contact Center call center software contact center solutions 52

Eptica

SEPTEMBER 15, 2022

Date: Thursday, Septembre 15, 2022 Author: Laurianne Merour - Digital Marketing Manager Comment optimiser la gestion des connaissances dans votre centre de contact. Elle permet de résoudre les questions des clients tout en donnant aux agents les informations dont ils ont besoin pour travailler plus efficacement.

Chatbots 62

Chatbots Self service Marketing Management 62

Inbenta

MAY 7, 2021

You should also find out how your customer service agents feel about their own performance. Work out how you can guarantee that agents respond within the optimum time, and how you will ensure accountability. If it’s outside of their skillset, they should know how to escalate it swiftly to the agent best placed to handle it.

Customer Service 116

Customer Service Interactive Voice Response voip Multichannel 116

Eptica

DECEMBER 8, 2022

Date: Thursday, Décembre 8, 2022 Author: Laurianne Merour - Digital Marketing Manager Comment réduire l’abandon dans les centres d’appel ? Auteur: Laurianne Merour - Digital Marketing Manager Il est essentiel de réduire les taux d'abandon si vous voulez satisfaire vos clients et garantir l'efficacité opérationnelle.

Coaching 62

Coaching Self service CRM Marketing 62

Comm100

JANUARY 21, 2021

There are many digital customer service tools for small businesses to choose from, but there’s only one that stands out with real-time, accessible, and cost-effective support – and that’s live chat. From here, they connect with an agent and exchange typed messages (and even talk over audio and video chat, but we’ll get on to this later on).

Surveys 98

Surveys Marketing Customer Support Sales 98

Eptica

JULY 7, 2022

Date: Thursday, Juillet 7, 2022 Author: Laurianne Merour - Digital Marketing Manager Êtes-vous prêt à passer au niveau supérieur de l'expérience client ? Auteur: Laurianne Merour - Digital Marketing Manager Êtes-vous prêt à passer au niveau supérieur de l'expérience client ? Publié le: 07 Juillet 2022.

Customer centricity 62

Customer centricity Chatbots Marketing Management 62