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. Published on: January 31, 2022.

Agent Empowerment 111

Agent Empowerment Best practices Self service Marketing 111

Eptica

MARCH 11, 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. How a unified agent desktop empowers your advisors and better engages customers. 5 factors that are driving the need for better digital customer experience.

Customer Service 126

Customer Service Best practices Management Customer Experience 126

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

Fonolo

APRIL 25, 2023

It improves your CSAT scores, supports your agents and helps smooth out call spikes in the contact center. Now voicemail has become a fully-fledged game of phone tag. Instead of a game of phone tag, you have an appointment to speak. Using call-backs to eliminate hold time for your customers is an easy win! Don’t let it happen!

Contact Center 95

Contact Center Average Handle Time Self service Technology 95

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

Playvox

SEPTEMBER 16, 2022

But if your agents aren’t tagging these conversations for analysis and action, you aren’t getting the full value out of your chat software. What Is Conversation Tagging? Tagging is the process of assigning meaningful labels to your customer chat conversations. The Benefits Of Tagging. Broad Vs Specific Tags.

Finance 52

Finance Agent burnout Education Benchmark 52

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

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. Nate is from Riverdale, NY.

Call Center 561

Call Center Metrics Contact Center Wait times 561

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

Comm100

MARCH 30, 2021

This means less by phone and more on digital channels like chat, email, social media, and messaging. Omnichannel customer engagement connects all the key digital channels together. Whether they begin on email and end on Twitter, your agents will have all the information they need to provide a seamless, helpful and efficient experience.

Chatbots 105

Chatbots Education Benchmark Personalization 105

Talkdesk

JULY 1, 2020

Many customers prefer and expect different digital communication channel options depending on the context. million customer conversations a year through digital channels — a number that is only expected to grow in the coming months. Support agents must rely on a tool that allows them to quickly add a communication channel (e.g.

Contact Center 118

Contact Center contact center solutions Chatbots voip 118

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

CSM Magazine

APRIL 26, 2022

Qualtrics, the leader and creator of the experience management (XM) category, today announced Qualtrics Social Connect, a new digital customer service and social listening solution. Listen, analyze and improve service delivery on all social and digital channels. million followers. million followers.

Contact Center 52

Contact Center Customer Service Call Center Customer Care 52

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

aircall

SEPTEMBER 7, 2022

Round-robin routing: Distributes calls equally among agents so there’s an equal opportunity to get leads. After the data has been compiled, it can be reviewed to gain a better understanding of the effectiveness of your marketing channels, which agents convert more leads, and areas where interested customers live.

Interactive Voice Response 62

Interactive Voice Response Management Call Center CRM 62

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 25, 2023

Most inquiry management software comes with a built-in knowledge management database that stores all product/service details, documentation, scripts, guides, and every other input an agent needs to handle customer inquiries. Plus, knowledge management platforms can update in real-time and supply authentic, up-to-date information to all.

Chatbots 52

Chatbots Upselling CRM Self service 52

aircall

NOVEMBER 24, 2021

This allows information to be streamlined to one location and makes it readily accessible to agents. . Notes and Call Tagging. While notetaking with a pen and paper used to be the norm, cloud-based call solutions have digitized the process. From time to time, sales reps may need to tag-team a call. Call Recording.

Sales 62

Sales SaaS Analytics Coaching 62

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

Comm100

MARCH 30, 2021

Often, a customer’s question or complaint will require follow-up from the agent. This ticket can then be tagged according to the type of issue, their channel of origin, and custom factors such as urgency level. Agents can also merge two tickets if they deal with the same issue for the same customer, to keep things neat and tidy.

Customer Service 52

Customer Service Healthcare CRM Banking 52

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

aircall

FEBRUARY 7, 2022

Distributes calls equally among agents so there’s an equal opportunity to get leads. After the data has been compiled, it can be reviewed to gain a better understanding of the effectiveness of your marketing channels, which agents convert more leads, and areas where interested customers live. Call tags & disposition codes.

Interactive Voice Response 62

Interactive Voice Response Management CRM Abandon Call 62