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. Tags: Customer Service Agents, Customer experience, ContactBabel research Categories: Best Practice, Trends & Markets. Published on: January 31, 2022.

Agent Empowerment 111

Agent Empowerment Best practices Self service Marketing 111

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 15, 2021

Date: Friday, April 9, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways collaboration tools benefit customer service. Author: Pauline Ashenden - Demand Generation Manager How are collaboration and communication tools benefiting the contact centre? Published on: April 09, 2021. Share this page on: Tweet.

Customer Service 125

Customer Service Marketing Management Customer Experience 125

Eptica

MAY 21, 2021

Date: Friday, May 21, 2021 Author: Pauline Ashenden - Demand Generation Manager Increasing agent retention in the hybrid workplace. Author: Pauline Ashenden - Demand Generation Manager Research has found that over 90% of contact centre agents will change jobs in 2021. Published on: May 21, 2021.

Marketing 125

Marketing Management Customer Service 125

Eptica

JUNE 7, 2021

Date: Friday, June 4, 2021 Author: Pauline Ashenden - Demand Generation Manager Successfully managing the shift to hybrid working. But competition to retain agents is likely to be fierce – how do they ensure they are providing the right environment to attract and retain staff? Published on: June 04, 2021.

Management 127

Management Best practices Marketing Technology 127

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

Nicereply

JULY 19, 2021

The updated feed is packed with several exciting features such as updated appearance, filters, rating detail, rating management options, new scale visuals, rating tags & much more. The new feed provides a comprehensive view of your team & agent performance regarding customer satisfaction, effort & loyalty.

Feedback 98

Feedback Surveys Metrics Customer effort 98

Eptica

FEBRUARY 7, 2022

Date: Monday, February 7, 2022 Author: Pauline Ashenden - Demand Generation Manager Why so many contact centres are turning to Microsoft Teams (Video). Read the full article and watch the video here: Tags: contact centres, Microsoft Teams Categories: Trends & Markets. The three areas to focus on to empower your agents.

Marketing 121

Marketing Management Customer Experience Customer Service 121

Comm100

OCTOBER 19, 2022

Omnichannel customer service intelligently connects every channel and allows agents to manage them from a single, unified console. You can use tags and variables to help the chatbot gather the visitor’s input to send data to the human agent. 4 Omnichannel Messaging Support. 6 Sentiment Analysis. Set Trigger Events.

Chatbots 86

Chatbots APIs Analytics Upselling 86

Eptica

JULY 16, 2021

Date: Friday, July 16, 2021 Author: Pauline Ashenden - Demand Generation Manager Understanding the benefits of moving your contact centre to the cloud. Author: Pauline Ashenden - Demand Generation Manager Embracing the cloud delivers major benefits for contact centres in terms of efficiency and flexibility. Published on: July 16, 2021.

Cloud contact 127

Cloud contact Best practices Marketing Management 127

Eptica

MARCH 18, 2022

Date: Friday, March 18, 2022 Author: Pauline Ashenden - Demand Generation Manager Getting customer service right on Mother’s Day. To help customer service teams ahead of Mother’s Day 2022 on 27 March our latest blog shares key best practice advice. How a unified agent desktop empowers your advisors and better engages customers.

Customer Service 122

Customer Service Best practices Management Customer Experience 122

Eptica

JUNE 25, 2021

Date: Friday, June 25, 2021 Author: Pauline Ashenden - Demand Generation Manager The 3 business benefits of focusing on your agents. Author: Pauline Ashenden - Demand Generation Manager Looking after your agents has always been important to successful customer service. Successfully managing the shift to hybrid working.

Best practices 99

Best practices Marketing Technology Management 99

Eptica

SEPTEMBER 10, 2021

Date: Friday, September 10, 2021 Author: Pauline Ashenden - Demand Generation Manager How emotional intelligence can help you cope with Christmas. In our latest guest blog, industry expert Sandra Thompson explains what Emotional Intelligence (EI) is, and how it can help your teams better deal with the Christmas rush.

Marketing 104

Marketing Management Customer Service 104

ShepHyken

MARCH 13, 2020

A ticket management system brings all customer-facing inboxes on a single platform, ensuring that no ticket goes unseen by agents. A single dashboard for all tickets increases transparency, as your agents have access to all sorts of customer requests. Instant Agent Collaboration. Streamlined Process. Omnichannel Support.

Customer Support 334

Customer Support Customer retention Customer Experience Management 334

Eptica

OCTOBER 14, 2022

Date: Friday, October 14, 2022 Author: Pauline Ashenden - Demand Generation Manager Seven ways to tackle call abandonment in the contact centre. Our latest blog discusses seven areas to focus on to help reduce call abandonment rates. Our latest blog discusses seven areas to focus on to help reduce call abandonment rates.

Abandon rate 71

Abandon rate Best practices Chatbots Management 71

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

JULY 7, 2021

Date: Wednesday, July 7, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways universities can prepare for a successful clearing. Author: Pauline Ashenden - Demand Generation Manager Clearing is the busiest time of the year for universities and colleges. Published on: July 07, 2021. Share this page on: Tweet.

Best practices 126

Best practices Technology Management Customer Service 126

Eptica

NOVEMBER 1, 2020

Date: Friday, October 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Four benefits to improving customer service by integrating your CRM and telephony system. Tags: CRM and telephony integration, CRM Connect, Customer relationship management Categories: Product. Published on: October 30, 2020.

CRM 117

CRM Customer Service Self service Management 117

Eptica

FEBRUARY 19, 2021

Date: Friday, February 19, 2021 Author: Pauline Ashenden - Demand Generation Manager How to build mental muscle memory for customer service success. Tags: Micah Solomon, Customer service training, WFH environment Categories: Best Practice. Published on: February 19, 2021. Learning from Santa’s customer service success.

Customer Service 104

Customer Service Best practices Technology Management 104

aircall

AUGUST 11, 2021

Call Tagging. With the hundreds of calls coming in at a constant flow, you need to have a way to sort and organize the calls —often through call tagging. Tagging allows you to single out calls requiring urgent responses and attach important information about a particular recording. Robust Search Capabilities.

Technology 114

Technology call center software Customer centricity Call Center 114

Eptica

OCTOBER 16, 2020

Date: Friday, October 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Remote Working 2.0: Author: Pauline Ashenden - Demand Generation Manager Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. Optimising Contact Centres. Share this page on: Tweet.

Best practices 113

Best practices Cloud contact Marketing Management 113

Eptica

MARCH 5, 2021

Date: Friday, March 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Building the hybrid contact centre with Microsoft Teams. Author: Pauline Ashenden - Demand Generation Manager Moving forward the needs of customers – and customer service staff – are changing radically. Published on: March 05, 2021.

Analytics 104

Analytics Marketing Customer Service Management 104

Comm100

DECEMBER 14, 2022

Whether you’re a bootstrapped team looking to manage growing customer demands or a large organization that wants to streamline your customer service process, this list has something for you. It breaks down complex processes and converts them into manageable goals. Merge tags can help you personalize an email beyond just first names.

Customer Experience 52

Customer Experience Chatbots Feedback Self service 52

Nicereply

MARCH 9, 2021

Plus, they prevent customers from needing to talk to customer service agents for help – they already have all the information they need to be successful. With reminder tags, they can ensure that emails are responded to in under 15 minutes. Because these onboarding emails are specific to the user, they have a bigger impact.

Customer Support 105

Customer Support Feedback Service level Engineering 105

Eptica

JULY 30, 2021

Date: Friday, July 30, 2021 Author: Pauline Ashenden - Demand Generation Manager Which channels do consumers prefer for customer service and why? Our latest blog explores recent ContactBabel analysis of the channels people prefer to use depending on urgency, complexity and emotional involvement. Published on: July 30, 2021.

Customer Service 85

Customer Service Marketing Management 85

ShepHyken

MARCH 13, 2020

A ticket management system brings all customer-facing inboxes on a single platform, ensuring that no ticket goes unseen by agents. A single dashboard for all tickets increases transparency, as your agents have access to all sorts of customer requests. Instant Agent Collaboration. Streamlined Process. Omnichannel Support.

Customer Support 257

Customer Support Customer retention Customer Experience Management 257

Eptica

JANUARY 8, 2021

Date: Friday, January 8, 2021 Author: Pauline Ashenden - Demand Generation Manager Practical ways to reduce hidden contact centre costs. You might also be interested in these posts: Reviewing 2020 – our top blog posts from last year. Published on: January 08, 2021. Share this page on: Tweet.

Self service 85

Self service Service level Marketing Customer Service 85

ShepHyken

MARCH 13, 2020

A ticket management system brings all customer-facing inboxes on a single platform, ensuring that no ticket goes unseen by agents. A single dashboard for all tickets increases transparency, as your agents have access to all sorts of customer requests. Instant Agent Collaboration. Streamlined Process. Omnichannel Support.

Customer Support 156

Customer Support Customer retention Customer Experience Management 156

aircall

AUGUST 29, 2022

Should it be about the number of calls an agent takes in a day? In the context of a call center, the input can be your call center agents and your output can be the number of support tickets resolved in a week. Here’s an example: Call Center A has 50 agents who can collectively resolve 500 support tickets in a day.

Call Center 118

Call Center virtual call center call center software Self service 118

Eptica

MAY 14, 2021

Date: Friday, May 14, 2021 Author: Pauline Ashenden - Demand Generation Manager Successfully embracing AI for customer service. Author: Pauline Ashenden - Demand Generation Manager How can artificial intelligence help deliver a better customer experience and how far down the path to AI has the industry travelled?

Customer Service 72

Customer Service Chatbots Marketing Customer Experience 72

Eptica

APRIL 23, 2021

Date: Friday, April 23, 2021 Author: Pauline Ashenden - Demand Generation Manager The changing place of call recording in the contact centre. Our new blog explains five key areas where call recording best practice can help you achieve your business objectives. 5 areas to focus on for agent wellbeing.

Best practices 72

Best practices Management 72

Eptica

APRIL 1, 2021

Date: Friday, March 26, 2021 Author: Pauline Ashenden - Demand Generation Manager How Microsoft Teams delivers contact centre ROI. Drawing on expert analysis, our latest blog explains how you can calculate the ROI of Teams in five areas – read the full article on our parent company Enghouse Interactive’s site.

Best practices 72

Best practices Technology Management Customer Service 72

Nicereply

SEPTEMBER 16, 2021

Unfortunately, today it is likely that most of those valuable comments sit idle in your ticket management system. As leaders, we ask our support agents to categorize, tag, document or attempt to notice trends in this data as accurately as they can.

Customer Experience 114

Customer Experience Feedback Surveys Customer Support 114

Eptica

MAY 28, 2021

Date: Friday, May 28, 2021 Author: Pauline Ashenden - Demand Generation Manager How Housing Associations can transform customer service in 2021. Author: Pauline Ashenden - Demand Generation Manager Customer satisfaction is a key metric for Housing Associations – and the focus on customer service is increasing post-pandemic.

Customer Service 72

Customer Service Metrics Marketing Management 72

Eptica

NOVEMBER 27, 2020

Date: Friday, November 27, 2020 Author: Pauline Ashenden - Demand Generation Manager How do you create super-agents in your organisation? Author: Pauline Ashenden - Demand Generation Manager The rise of self-service means that the interactions personally handled by contact centre agents have become more complex and involved.

Self service 63

Self service Best practices Personalization Management 63

Eptica

DECEMBER 11, 2020

Date: Friday, December 11, 2020 Author: Pauline Ashenden - Demand Generation Manager The benefits of bringing video into the contact centre. Author: Pauline Ashenden - Demand Generation Manager Thanks to the pandemic and the spread of technology, video has become a much larger part of how we all communicate. Share this page on: Tweet.

Best practices 66

Best practices Marketing Technology Customer Service 66

aircall

SEPTEMBER 7, 2022

Using call management software is an easy way to streamline efficiencies in your business and elevate the customer experience. By relying on a business call management system to facilitate call routing, tracking, analysis, and processing, employees can spend more time focusing on the customer. What is call management software?

Interactive Voice Response 62

Interactive Voice Response Management Call Center CRM 62