Eptica

SEPTEMBER 24, 2021

Our latest blog explores how these ideas are being superseded. How to plan for customer service success at peak times. The Peak-End Rule and what it means for customer service. Categorie(s): Best Practice In the old days, the contact centre was seen primarily as a cost centre. Published on: September 24, 2021.

Engineering 123

Engineering Best practices Management Customer Service 123

Eptica

DECEMBER 16, 2020

Date: Wednesday, December 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Learning from Santa’s customer service success. Author: Pauline Ashenden - Demand Generation Manager When it comes to customer service, Father Christmas has been delighting children for countless years. Published on: December 16, 2020.

Customer Service 118

Customer Service Best practices Management 118

Eptica

FEBRUARY 17, 2023

Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome. Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome.

Best practices 62

Best practices Management 62

Toister Performance Solutions

MARCH 11, 2021

About the Benchmark Portal Agent Voices Report The report is based on a detailed survey that was given to more than 10,000 contact center agents and leads in North America. The survey consisted of questions grouped into 15 categories, ranging from overall satisfaction to leadership, training, and culture. So I was happy to see that 78.44

Contact Center 123

Contact Center Benchmark Surveys Feedback 123

ShepHyken

APRIL 18, 2022

Each week I read many customer service and customer experience articles from various resources. Tracking Customer Experience? The Drum) Ask any brand to rate their customer experience on a scale of one to 10 and most will probably choose a high number. (The This is the ‘customer experience gap.’

Customer Service 173

Customer Service Customer centricity Customer Experience Sales 173

Eptica

NOVEMBER 24, 2020

Date: Tuesday, November 24, 2020 Author: Guest author: Adrian Swinscoe Why creating empathy in your customer service is so hard. Author: Guest author: Adrian Swinscoe Organisations understand the value of empathy to strengthening the customer relationship, boosting satisfaction, and increasing loyalty. Published on: November 24, 2020.

Customer Service 114

Customer Service Marketing 114

Eptica

DECEMBER 3, 2020

Based on our experience and talking to partners and customers, we’ve highlighted 5 key areas that will impact customer service in the coming year – from employee well-being and security to listening more closely to the Voice of the Customer. Two key themes that are driving UK customer experience post-pandemic.

Analytics 72

Analytics Marketing Technology Management 72

Eptica

DECEMBER 11, 2020

Extending video into customer service delivers major benefits to both consumers and organisations – our new blog explains the advantages and how it can be incorporated into your contact centre. Read the full blog post here on our parent company Enghouse Interactive’s blog. Published on: December 11, 2020.

Best practices 66

Best practices Marketing Technology Customer Service 66

Creative Virtual

DECEMBER 8, 2022

As the end of 2022 draws near, it is time once again for Creative Virtual’s annual year in review blog post. Two of the things we are proudest of at Creative Virtual are our experienced, dedicated team and the unique expertise we provide to our customers and partners. By Mandy Reed, Global Head of Marketing.

Virtual Agent 52

Virtual Agent Chatbots Government Banking 52

Totango

JULY 6, 2021

Measuring customer loyalty gauges the strength of your client relationships, helping you predict and manage performance. Loyal customers are likely to buy from you again and refer you to others, increasing your revenue. Customers who don’t feel committed to your brand are more likely to churn and spread negative word-of-mouth.

Best practices 110

Best practices Metrics Surveys Customer retention 110

Eptica

NOVEMBER 27, 2020

This dramatically changes the skills and support agents need to be effective and meet changing customer needs. How can organisations find and nurture the ‘super agents’ required to deliver this more involved, empathetic level of customer service? Tags: training, empathy Categories: Best Practice. Remote Working 2.0:

Self service 63

Self service Best practices Personalization Management 63

AWS Machine Learning

MARCH 4, 2024

It enables customers to leverage a variety of high-performing FMs, such as the Claude family of models by Anthropic, to build custom generative AI applications. Amazon Bedrock is the best place to build and scale generative AI applications with large language models (LLM) and other foundation models (FMs).

Benchmark 136

Benchmark Finance Engineering Enterprise 136

aircall

APRIL 25, 2022

Our partners recognize the power of adding voice to their products and enabling customers to have richer, more meaningful conversations. Together, we’re building the future of voice. . Together, we’re building the future of voice. . These tools help businesses connect with customers and prospects.

APIs 62

APIs CRM Technical Support Marketing 62

aircall

NOVEMBER 7, 2022

To further our commitment to building a best-in-class App Marketplace, we’re excited to share that we’ve partnered with ActiveCampaign , a customer experience automation platform. . “At At Aircall, we believe in building strong partnerships with best-in-class products to provide the best possible experience for our customers.

Call Logging 89

Call Logging CRM Sales Marketing 89

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. This all means that businesses need to review and adapt the customer experience they are offering to ensure it meets changing consumer needs. Published on: April 15, 2020.

Surveys 95

Surveys Best practices Analytics Feedback 95

aircall

FEBRUARY 1, 2023

To ensure you have the ideal provider, we have compiled a list of the top four CallHub alternatives that can boost customer experience and nurture lasting customer relationships. Regarding pricing, CallHub has two distinct pricing categories for voice and text.

Customer Experience 62

Customer Experience Interactive Voice Response Analytics CRM 62

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience. Think about it.

Analytics 83

Analytics Customer Experience Management Surveys 83

SmartAction

FEBRUARY 13, 2024

Businesses who thrive at building robust, complete customer journeys harness the power of automation to build self-service solutions in their order management strategy. This involves: Gathering Data : Utilize customer service logs, feedback surveys, and website analytics to understand your most frequent inquiries.

Best practices 63

Best practices Virtual Agent Management Chatbots 63

Eptica

JULY 17, 2019

Date: Wednesday, July 17, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Empowering agility through AI-based Voice of the Customer programs. Author: Taoufik Massoussi - Product Manager & Head of AI Every industry is facing greater competition and a need to react more quickly to customer needs , often in real-time.

Best practices 58

Best practices Analytics Feedback Banking 58

JustCall

DECEMBER 23, 2022

Irrespective of your internet speed and quality, you may experience voice quality issues. In this blog, we will decode everything you need to know about QoS VoIP–from what it is and why it matters to its key challenges and best practices to tackle the same. The answer to all the voice quality problems is – QoS.

voip 52

voip Benchmark Best practices Metrics 52

Lumoa

JANUARY 8, 2024

AI tools are changing the way we analyze customer feedback. This is where stepping up to a text analysis software or a comprehensive customer experience platform becomes a big move for your business. Think about all the customer feedback we see – tweets, reviews, comments, surveys. Is the feedback positive, negative, or neutral?

Feedback 157

Feedback Analytics Multichannel Surveys 157

TeleDirect

DECEMBER 14, 2023

In essence, they exist to increase sales, ensure customer retention and promote your brand. In contrast, inbound call agents receive calls and perform exceptional customer service by answering questions, taking orders and resolving customer complaints. Fortunately, times have significantly changed. Now, back to business.

Business Process Outsourcing 62

Business Process Outsourcing Telemarketing Call Center Best practices 62

Totango

OCTOBER 26, 2021

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand. You need a more complete view of your customer for success management.

Journey mapping 87

Journey mapping Surveys Feedback Enterprise 87

Anexa BPO

JUNE 8, 2023

Digital touchpoints make up a large part of the customer journey, challenging organizations to determine which ones to make available. This is a complicated architectural question that needs to be addressed with finesse and insight in order to deliver the customer experience that consumers expect.

outsourcing 52

outsourcing Analytics Call Center Customer Care 52

Fonolo

JULY 5, 2023

Customer perception has never mattered more. In the age of social media backlash and call-out culture, how your customers feel about your brand is key to your success. Although it’s almost impossible to completely control what people think about your organization, improving customer opinions of your brand is very possible.

Surveys 104

Surveys Brand ambassadors Sales Upselling 104

Totango

OCTOBER 26, 2021

Net Promoter Score tells you how likely customers are to recommend you, but is that all you need to know for customer success? NPS scoring is good as far as it goes, but it only provides insight into one facet of your customers’ sentiment toward your brand. You need a more complete view of your customer for success management.

Journey mapping 86

Journey mapping Surveys Feedback Enterprise 86

GetFeedback

JANUARY 3, 2019

A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization. Choose a channel.

Customer Service 95

Customer Service Feedback Scripts Surveys 95

Lumoa

JANUARY 2, 2023

Consumers today are more vocal than ever, and they’re not afraid to voice their opinions. Moreover, to successfully navigate today’s highly competitive landscape, businesses must understand exactly what customers think of them – and that means diving deep into customer experience data. . Key Takeaways.

Surveys 83

Surveys Brand ambassadors Feedback Metrics 83

Eptica

AUGUST 19, 2020

Author: Steve Nattress Every organisation understands the importance of customer experience to engaging consumers, differentiating against competitors and ultimately growing revenues. However, while businesses know they need to be customer-centric, achieving it consistently is not always easy. Published on: August 19, 2020.

Customer centricity 82

Customer centricity Chief Customer Officer Best practices Customer Experience 82

Lumoa

AUGUST 8, 2023

Effectively analyzing survey results can provide numerous benefits, such as enhanced customer satisfaction, increased sales, and improved brand loyalty. So, if you’re ready to transform your customer feedback into a driving force for positive change, dive into this article and learn how to make the most of your customer surveys!

Surveys 83

Surveys Feedback Banking Best practices 83

Eptica

APRIL 30, 2020

Date: Thursday, April 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Caring for your customers during COVID-19. Essentially, businesses that show that they are supporting their customers - especially the most vulnerable - will be best placed to recover when the pandemic eases. Published on: April 30, 2020.

Self service 74

Self service Best practices Morale Banking 74

NICE inContact

OCTOBER 30, 2019

We established the NICE inContact CX Excellence Awards Program to celebrate and honor organizations that drive creative, innovative customer interactions. The 2020 NICE inContact CX Excellence awards program recognizes customers like you, who strive for excellence. And The Winner Is….

Best practices 48

Best practices First call resolution Employee engagement Quality management 48

GetFeedback

MARCH 20, 2019

The customer voice, also known as Voice of the Customer (VoC) , is at the core of any successful customer experience (CX) program. It refers to the customers’ needs, wants, and expectations as it pertains to a company’s products or services. Why customer voice is important. the customer voice.

Customer centricity 84

Customer centricity Feedback Surveys Advertising 84

Eptica

AUGUST 7, 2019

Date: Wednesday, August 7, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why closing the loop is vital to Voice of the Customer success. In this post, I want to talk about how brands can ensure that they close the loop and ensure that customer intelligence is acted on quickly and appropriately.

Best practices 66

Best practices Feedback Metrics Customer centricity 66

Totango

OCTOBER 7, 2021

Knowing how to get customer feedback can be tricky. First, there is the challenge of getting customers to share feedback. Customers who are upset will often spread their displeasure to others without ever telling you, while those who are satisfied may keep it to themselves. After a customer support issue has been resolved.

Feedback 101

Feedback Benchmark Surveys Analytics 101

Eptica

JANUARY 16, 2019

Whether this is failing to protect customer data from a cyberattack , product safety issues, poor management behaviour or legal challenges, all of these incidents impact how consumers view you. Building trust – it starts with the basics Clearly, running a company well is at the heart of building trust with customers.

Marketing 71

Marketing Metrics Service level Accountability 71

Mindtouch

AUGUST 22, 2018

As soon as a customer submits a support ticket, the clock is ticking. But how do you go from baby-step improvements to a great leap forward in customer experience? Making improvements based on customer feedback for your Customer Support team is like trying to see the forest through the trees.

Surveys 54

Surveys Feedback Self service Customer Support 54