Eptica

MARCH 11, 2022

Based on the ContactBabel UK Contact Centre Decision Maker’s Guide 2022, our blog explains the challenges to effective quality assurance – and how they can be overcome. Learn more by reading the full blog on our parent company Enghouse Interactive’s site here. Share this page on: Tweet.

Customer Service 126

Customer Service Best practices Management Customer Experience 126

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

Eptica

FEBRUARY 14, 2022

In our latest blog we highlight research that demonstrates the shift to digital and focus on five important areas driving customer experience transformation. The three areas to focus on to empower your agents. Tags: Customer Experience Transformation Categories: Trends & Markets, Best Practice. Share this page on: Tweet.

Customer Experience 133

Customer Experience Best practices Self service Marketing 133

Eptica

SEPTEMBER 17, 2023

Our latest blog discusses DCE in-depth and how it benefits customers time while increasing efficiency. Our latest blog discusses DCE in-depth and how it benefits customers time while increasing efficiency. Read the full article on our parent company Enghouse Interactive’s site.

Customer Service 62

Customer Service Best practices Technology Management 62

Eptica

APRIL 15, 2021

New research from ContactBabel, sponsored by our parent company Enghouse Interactive, highlights five areas where adopting these solutions is helping improve the experience for both agents and customers. Read the full article exploring these key trends on the Enghouse Interactive blog. 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

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? It is all about a combination of culture and technology, as our latest blog explains. Increasing agent retention in the hybrid workplace.

Management 127

Management Best practices Marketing Technology 127

Eptica

FEBRUARY 7, 2022

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. Highlights from our customer service blog in 2021. Share this page on: Tweet.

Marketing 121

Marketing Management Customer Experience Customer Service 121

Eptica

JULY 16, 2021

To help organisations make informed choices our latest blog answers six common questions about cloud contact centres – read the full article here on the website of our parent company Enghouse Interactive. The 3 business benefits of focusing on your agents. Share this page on: Tweet. Share this page on: Tweet.

Cloud contact 127

Cloud contact Best practices Marketing Management 127

Eptica

MARCH 18, 2022

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. Tags: Customer Service, Mother’s Day Categories: Best Practice. Share this page on: Tweet.

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. Published on: June 25, 2021. Share this page on: Tweet.

Best practices 99

Best practices Marketing Technology Management 99

Eptica

SEPTEMBER 10, 2021

Author: Pauline Ashenden - Demand Generation Manager As we approach the peak Christmas season, agents need to be ready for the extra stress that higher demand, and potentially grumpier customers, bring. Tags: Emotional intelligence, Preparing for Peak, Sandra Thompson, The Grinch Categories: Trends & Markets. Share this page on: Tweet.

Marketing 104

Marketing Management Customer Service 104

Eptica

DECEMBER 16, 2020

Our last blog of the year looks at the secrets of his success – and how contact centres can learn from him. Read the full article on our parent company Enghouse Interactive’s blog. How do you create super-agents in your organisation? Read the full article on our parent company Enghouse Interactive’s blog.

Customer Service 118

Customer Service Best practices Management 118

Eptica

OCTOBER 14, 2022

Author: Pauline Ashenden - Demand Generation Manager If customers are kept waiting too long to speak to an agent, the chances are they’ll become frustrated and just hang up, potentially impacting loyalty and revenues. 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

NOVEMBER 1, 2020

Ensuring organisations deliver this efficiently requires them to integrate systems (such as CRM) and channels to provide agents with a complete picture when answering calls. Tags: CRM and telephony integration, CRM Connect, Customer relationship management Categories: Product. Share this page on: Tweet.

CRM 117

CRM Customer Service Self service Management 117

Eptica

JULY 7, 2021

Our latest blog looks at the unique needs colleges have around clearing – and how the right cloud-based technology can help them succeed. You might also be interested in these posts: The 3 business benefits of focusing on your agents. Read the full post here on our parent company Enghouse Interactive’s site.

Best practices 126

Best practices Technology Management Customer Service 126

Eptica

FEBRUARY 19, 2021

Author: Pauline Ashenden - Demand Generation Manager Ensuring your agents are customer-focused and positive when talking to customers requires mental muscle memory, with automatically putting the customer first ingrained in everything you do. Tags: Micah Solomon, Customer service training, WFH environment Categories: Best Practice.

Customer Service 104

Customer Service Best practices Technology Management 104

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. Tagging incoming tickets. Create Feedback Loops. Proactive SLA Assignments.

Customer Support 105

Customer Support Feedback Service level Engineering 105

Eptica

MARCH 5, 2021

Drawing on a recent webinar with Microsoft, our parent company Enghouse Interactive and Hitachi ABB Power Grids, our latest blog outlines how to understand and build the right hybrid contact centre model for the future. Read the full article here. How can contact centres transform successfully? Read the full article here.

Analytics 104

Analytics Marketing Customer Service Management 104

Eptica

OCTOBER 16, 2020

Author: Pauline Ashenden - Demand Generation Manager Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. Categorie(s): Best Practice Trends & Markets Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight.

Best practices 113

Best practices Cloud contact Marketing Management 113

Eptica

JULY 30, 2021

Our latest blog explores recent ContactBabel analysis of the channels people prefer to use depending on urgency, complexity and emotional involvement. The 3 business benefits of focusing on your agents. Tags: ContactBabel, Customer Service Channels Categories: Trends & Markets. Successfully managing the shift to hybrid working.

Customer Service 85

Customer Service Marketing Management 85

Eptica

JANUARY 8, 2021

Our blog outlines 5 key areas to focus on if you want to reduce hidden costs in the contact centre, from improving the agent experience to AI and automation – all without negatively impacting service levels. You might also be interested in these posts: Reviewing 2020 – our top blog posts from last year.

Self service 85

Self service Service level Marketing Customer Service 85

Nicereply

SEPTEMBER 16, 2021

As leaders, we ask our support agents to categorize, tag, document or attempt to notice trends in this data as accurately as they can. The post Improve Customer Experience using Natural Language Processing with Summatti [Podcast] appeared first on Customer Happiness Blog.

Customer Experience 114

Customer Experience Feedback Surveys Customer Support 114

Eptica

MAY 14, 2021

What will be the impact on agents and customers? Read the full blog post and download the ContactBabel Inner Circle Guide to AI, Chatbots and Machine Learning report here. Read the full blog post and download the ContactBabel Inner Circle Guide to AI, Chatbots and Machine Learning report here. Share this page on: Tweet.

Customer Service 72

Customer Service Chatbots Marketing Customer Experience 72

Eptica

APRIL 23, 2021

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. Our new blog explains five key areas where call recording best practice can help you achieve your business objectives. How Microsoft Teams delivers contact centre ROI.

Best practices 72

Best practices Management 72

Nicereply

NOVEMBER 16, 2021

This rating will be attributed to the agent whose signature the customer clicked the rating on. The received rating will be attributed to the agent who sent the message. That ensures that teammates or agents following the conversation can see the rating as well. Just click on CSAT on the left bar menu > Teams and Agents.

Surveys 111

Surveys Metrics Analytics Enterprise 111

Eptica

APRIL 1, 2021

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. You might also be interested in these posts: 5 areas to focus on for agent wellbeing. Share this page on: Tweet.

Best practices 72

Best practices Technology Management Customer Service 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

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. Share this page on: Tweet.

Best practices 66

Best practices Marketing Technology Customer Service 66

Eptica

MAY 28, 2021

Our new guest blog from housing association expert Phil Riley outlines the six trends that Housing Associations need to focus on to transform their customer service. You might also be interested in these posts: Increasing agent retention in the hybrid workplace. Share this page on: Tweet. Successfully embracing AI for customer service.

Customer Service 72

Customer Service Metrics Marketing Management 72

Eptica

JANUARY 22, 2021

Read the entire blog post – and download the Contact Babel research – on our parent company Enghouse Interactive’s site. How do you create super-agents in your organisation? Read the entire blog post – and download the Contact Babel research – on our parent company Enghouse Interactive’s site.

Best practices 72

Best practices Customer Experience Management Customer Service 72

JustCall

MARCH 31, 2021

They can easily tag agents to a certain point of the transcript to let them know where they went wrong. With the newest intelligent incoming call routing in HubSpot, customers can straight away be connected with the right agents. Conversation Tagging – Message Section. You can also add new tags as per your use-case.

call center software 52

call center software APIs Call Center Coaching 52

Inova Solutions

JANUARY 21, 2020

In an era of low unemployment, it's more important than ever to ensure you're taking steps to retain your best contact centre agents. This blog gives you four helpful tips to help you engage and delight your agents so they are less likely to look elsewhere. Add new comment.

Contact Center 52

Contact Center 52

JustCall

DECEMBER 23, 2022

Using an auto dialer can boost agent productivity and efficiency by as much as 300 to 350% (that is 3x more calls every hour per agent). In this blog, we will deep-dive to understand the auto dialer functionality. The agent can then decide whether or not to initiate the call. . Manual agent-initiated call.

Scripts 52

Scripts CRM Sales Analytics 52

Eptica

MARCH 4, 2020

The changing role of the customer service agent. Tags: Customer Service, cult of amazement, shep, Shep Hyken, Hyken, Customer experience, amazing, Enghouse, Complaint, Eptica Categories: Best Practice. You might also be interested in these posts: Why you need to give consumers channel choice to drive engagement.

Best practices 79

Best practices Technology Customer Service Customer Experience 79

Nicereply

DECEMBER 21, 2021

Add tags to ratings. Adding tags to your feedback helps you to group important insights from customers. As we mentioned above, sometimes customers evaluate the communication with an agent positively. Go to “Staff” > Click on “Agent” > Click on “Add Agent” on the upper bar. Leaderboard with your agents.

Best practices 98

Best practices Feedback Management Surveys 98

AWS Machine Learning

DECEMBER 23, 2022

In this blog post, we will review a solution to automatically redact PII data from a customer service conversation transcript. 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: Hi John, how may I help you?

APIs 82

APIs Engineering Analytics Call Center 82