Enghouse Interactive

FEBRUARY 9, 2021

Trends and Realities of Successful Organizations (Blog Series). Contact centers, using AI and UCaaS, drive better customer service perceptions, agent performance and improve overall outcomes . Blog #3 of 4: Customer-facing agents. Chatbots for Customers (31.0% Back office support. Subject matter experts.

Self service 66

Self service Contact Center Chatbots Average Handle Time 66

Beyond Philosophy

JULY 2, 2020

There are three different groups of organizations regarding opening up again after the pandemic: Organizations that are reacting to things: This group is changing the Customer Experience to respond to the crisis, but believe the present environment we are experiencing is temporary. We know that customers usually want easy things.

Customer Experience 488

Customer Experience Airlines Journey mapping Consulting 488

Eptica

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Published on: January 09, 2020. We’ve looked through all of our posts from last year and have picked a top 10 to start off 2020. Avoid these Five CX Leadership Traps!

Customer centricity 65

Customer centricity Self service Marketing Customer Experience 65

Beyond Philosophy

DECEMBER 31, 2019

Here we go, beginning of 2020 and a whole new decade. With that in mind, I have some predictions for the trends in Customer Experience for 2020 and beyond. . I also shared the research I undertook in the last quarter of 2019 to position my global Customer Experience consultancy in the marketplace. .

Customer Experience 382

Customer Experience Consulting Consulting Chatbots 382

Eptica

OCTOBER 2, 2020

Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. Published on: October 02, 2020. You might also be interested in these posts: 5 key trends that are impacting call recording in 2020.

Customer Experience 127

Customer Experience Marketing Customer Service Management 127

Enghouse Interactive

JANUARY 13, 2021

Blog Series #1 of 4: New decade! Customer First” drives success. Customer service has become the top business priority. Today, customer satisfaction is the top business priority, but successful companies cite it as their 1 priority. Trends versus Reality – Successful Companies Show How to Lead the Way. vs. 32.3%).

Contact Center 60

Contact Center Scripts Cloud contact Technology 60

Eptica

SEPTEMBER 16, 2020

Date: Wednesday, September 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Two key themes that are driving UK customer experience post-pandemic. Published on: September 16, 2020. Read the post in full here on our parent company Enghouse Interactive’s website. Share this page on: Tweet.

Customer Experience 127

Customer Experience Contact Center Marketing Management 127

Eptica

NOVEMBER 13, 2020

Date: Friday, November 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Delivering impactful results from your Voice of the Customer programme. Published on: November 13, 2020. Our latest blog picks six key questions that the guide answers in-depth to help you to successfully embrace VoC. Remote Working 2.0:

Best practices 126

Best practices Analytics Marketing Customer Experience 126

Eptica

OCTOBER 16, 2020

Date: Friday, October 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Remote Working 2.0: Published on: October 16, 2020. You might also be interested in these posts: Key to profitability - how UK customer experience is changing over the long-term. Guest Post: Emotive CX for Customer Interaction.

Best practices 113

Best practices Cloud contact Marketing Management 113

Aspect

DECEMBER 10, 2020

Call centers around the globe experienced some truly remarkable phenomena in 2020. Ordinarily, companies that aren’t prepared for a massive shift in customer preferences, demand, and communications suffer tremendously. But 2020 wasn’t an ordinary fiscal year. That’s the bad news. Which brings us to your digital strategy.

Multichannel 147

Multichannel Call Center Self service Marketing 147

Enghouse Interactive

JANUARY 5, 2021

It’s an understatement to say that 2020 was a year of huge change everywhere. Due to the pandemic we’ve seen major shifts in the contact centre, with existing trends such as remote working accelerating and customer needs changing dramatically. Six questions to ask to ensure your Voice of Customer programme delivers results.

Self service 40

Self service Service level Technology Customer Service 40

Dialer 360

MARCH 20, 2020

Call center blogs and magazines contain highly useful information. In fact, industry top brands can help you get the right knowledge through their blogs and magazines. Best Call Center Blogs And Magazines. Here are 7 Leading call center blogs and magazines that are already most visited in 2020. 3 CSM Magazine.

Call Center 36

Call Center Contact Center voip Consulting 36

Aspect

JANUARY 14, 2021

2020 was a difficult year for enterprise organizations across the globe, one that also forced digital transformation at an unprecedented rate – the contact center industry was not spared this shift. But it has become increasingly evident that 2020 accelerated the need and demand for industry change and evolution.

Contact Center 116

Contact Center Government Self service CRM 116

Nextiva

DECEMBER 24, 2019

Skip right to the top customer service trends below! In 2020, customers no longer tolerate poor service. After all, all a customer has to do is run a quick Google search and they’ll find ten other companies willing to provide the same value you do. Plus, reviews influence product purchases now more than […].

Customer Service 85

Customer Service voip Sales Marketing 85

Eptica

DECEMBER 3, 2020

Date: Thursday, December 3, 2020 Author: Pauline Ashenden - Demand Generation Manager Contact centre predictions to watch for in 2021. Published on: December 03, 2020. Author: Pauline Ashenden - Demand Generation Manager As contact centres come to terms with the disruption caused by COVID-19, what are the trends to focus on in 2021?

Analytics 72

Analytics Marketing Technology Management 72

Eptica

JANUARY 8, 2021

Author: Pauline Ashenden - Demand Generation Manager In current times businesses are looking at how they can optimise their operations and work as efficiently as possible, while still delivering the high levels of customer service that consumers expect. Why creating empathy in your customer service is so hard.

Self service 85

Self service Service level Marketing Customer Service 85

PeopleMetrics

FEBRUARY 25, 2021

PeopleMetrics Experience Management Platform Roadmap Preview. We highlight: Features we added in 2020. Discover our award-winning Customer Experience (CX) blog: [link]. Explore our CX solutions, designed to deliver a consistent experience every time. The new features we're adding this year.

Management 108

Management SaaS Surveys Feedback 108

Eptica

NOVEMBER 6, 2020

Date: Friday, November 6, 2020 Author: Pauline Ashenden - Demand Generation Manager How to prepare your contact centre for Black Friday and beyond. Published on: November 06, 2020. What does this mean for customer service and how can companies prepare? What does this mean for customer service and how can companies prepare?

Multichannel 83

Multichannel Marketing Customer Service Customer Experience 83

teleopti

DECEMBER 13, 2018

What are some of the key trends that will mold business and customer service operations in 2019? Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of.

Customer Service 48

Customer Service Banking Contact Center Self service 48

Eptica

SEPTEMBER 10, 2020

Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. Published on: September 09, 2020. Why a consistent customer experience is so important (and how to deliver it). Share this page on: Tweet.

Quality management 74

Quality management Analytics Technology Marketing 74

Nextiva

SEPTEMBER 10, 2019

The future of customer service could mean the future of your business. 77% of customers are “fed up” with bad customer service, and 91% of consumers only buy from brands they trust. That means poor customer service leads to lost customers and lost revenue. Companies […].

Customer Service 106

Customer Service voip Sales Marketing 106

Eptica

APRIL 28, 2020

Date: Tuesday, April 28, 2020 Author: Manuela Pifani, CXellence Consulting Turning the COVID-19 crisis into an opportunity. Published on: April 28, 2020. Check back later in the week for further insight on customer service in the age of COVID-19. The importance of listening to customers during COVID-19.

Best practices 79

Best practices Consulting Consulting Customer centricity 79

Customer Service Life

APRIL 14, 2021

I periodically have a variety of updates and resources that I’ve contributed to that I want to share on this blog. The Calm app , a sleep and meditation app, saw a huge jump in downloads in 2020 for obvious reasons. Unwritten Rules of Customer Service. Industry Trend Predictions for 2021. Let’s dive in.

Contact Center 83

Contact Center B2B Customer Service Customer Experience 83

Callminer

DECEMBER 17, 2019

As industrial and economic globalization trends continue to develop in the world’s present market, the use of outsourced talent to accomplish a wide variety of tasks ranging from the rote and repeatable to the complex and mission-critical grows ever more ubiquitous. The need for competent customer support is growing.

Call Center 207

Call Center outsourcing Contact Center Finance 207

TeamSupport

MARCH 3, 2021

In Part 1 of this blog series we introduced the new imperative for customer support and customer success—achieving success for your customers… and for your bottom line. The second way is to use B2B customer support tools to proactively strengthen your customer relationships and reduce churn.

B2B 98

B2B Upselling Customer retention Customer Support 98

ChurnZero

DECEMBER 27, 2019

Along with one too many holiday parties, the year’s end brings reflections and roundups of the most popular trends from the past 365 days. I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. Top 10 Blog Posts from 2019 .

Chief Customer Officer 64

Chief Customer Officer SaaS B2B Best practices 64

Beyond Philosophy

MARCH 19, 2020

We encourage clients to research their customers all the time. Late last year, we decided to take our advice and study our customers and prospective customers, and well, anyone. ROI is one of the areas the organizations are struggling with regarding their investment in Customer Experience. You All Want Growth.

Consulting 479

Consulting Consulting Marketing Customer Experience 479

Totango

JANUARY 1, 2021

We are starting the last week of 2020…. No one can argue that 2020 was special… It was unlike anything we imagined 12 months ago. 2020 was a year of learning, new routines of working from home, remote learning, and most of all – a year of challenges. Digital Engagement – Campaign Experience.

Enterprise 66

Enterprise Accountability Feedback 66

Totango

MARCH 30, 2021

For one thing, how would you scale your customer success operations quickly enough to meet the demand that this type of growth requires? Well, that is exactly the scenario that Wisr faced in 2020, experiencing just over 300 percent growth in one wild and crazy year. 8 Steps for Scaling Customer Success. Start Scaling Today.

Journey mapping 118

Journey mapping Enterprise Personalization 118

Comm100

NOVEMBER 29, 2021

The customer service landscape is forever changing as technologies and consumer expectations develop, but 2021 has seen a shift of proportions that we have arguably never experienced. Query volumes spiked as customers (and companies) faced unprecedented problems, placing huge stress on customer service agents.

Customer Service 85

Customer Service Chatbots Surveys Customer retention 85

ShepHyken

AUGUST 14, 2020

He writes about the importance of ensuring a positive customer experience, especially during a world crisis. The customer experience (also referred to as CX) seems like a simple concept. Put simply; customer experience can be defined as thoughts and feelings that the consumer associates with the brand.

Customer Experience 322

Customer Experience Entertainment Sales Healthcare 322

TeamSupport

MAY 11, 2021

“You’re not paying close enough attention to your customers.”. This blog provides the highlights from their talk. At TeamSupport we have a belief that B2B companies are neglecting their existing customers in favor of focusing on new business. 1 So, for to continue to flow, customers must continue to use your products.

B2B 98

B2B Upselling Metrics Education 98

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., Canada, and the UK, and offers insights into how digital communication can play a pivotal role in reversing this trend. Learn how WCB Manitoba adopted Comm100 Live Chat to improve customer satisfaction in the video below: 1.

Government 78

Government Chatbots Self service Wait times 78

TeamSupport

MARCH 10, 2021

“ While virtually all customer success management initiatives start out as “ churnfighters ,” you can’t stop there. That’s part of the definition of Customer Success as given to us by the Customer Success Association. That’s part of the definition of Customer Success as given to us by the Customer Success Association.

B2B 98

B2B Upselling Coaching Customer Support 98

Provide Support

MARCH 30, 2020

This in turns leads to the increasing demand for virtual communication not only with customers but also among team members who start working remotely. In this blog post we would like to share our experience in managing remote teams and building virtual office environment for successful, smooth and safe online support and business processes.

Management 70

Management Customer Service 70

Chip Bell

NOVEMBER 17, 2020

First, thank you Chip for allowing me to offer this guest blog. Chip is one of the most talented and seasoned customer experience professionals globally, and I am grateful for his colleagueship and support. Most business owners and leaders want to provide experiences that drive customer engagement, loyalty, and referrals.

Customer Experience 111

Customer Experience Wireless Consulting Consulting 111

Beyond Philosophy

FEBRUARY 20, 2020

We recently learned about the inventor of the hashtag Chris Messina’s concept of Conversational Commerce and how it has changed the way brands interact with their customer on social media platforms. We spoke with Messina in a recent podcast about how a brand can humanize itself for its customers. Chatbots can have these personas, too.

Construction 406

Construction Chatbots Consulting Consulting 406