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

Eptica

FEBRUARY 14, 2022

Author: Pauline Ashenden - Demand Generation Manager The pandemic has fast-tracked digital into every aspect of our lives, meaning companies that aren’t reshaping their CX approach are going to get left behind. Tags: Customer Experience Transformation Categories: Trends & Markets, Best Practice.

Customer Experience 133

Customer Experience Best practices Self service Marketing 133

Eptica

JUNE 10, 2022

Date: Friday, June 10, 2022 Author: Pauline Ashenden - Demand Generation Manager 3 key CX gaps between companies and their customers. However, research covered in our latest blog identifies three disconnects between companies and their customers when it comes to the customer experience. Published on: June 10, 2022.

Banking 120

Banking Self service Marketing Technology 120

Eptica

JUNE 15, 2022

Our blog describes the key factors that are driving digital investment within local government customer service, as well as highlighting some of the challenges. You might also be interested in these posts: 3 key CX gaps between companies and their customers. Tags: Local Government Categories: Trends & Markets.

Technology 126

Technology Government Banking Marketing 126

Eptica

MARCH 17, 2023

Date: Friday, March 17, 2023 Author: Pauline Ashenden - Demand Generation Manager Tactics to improve the contact centre experience Published on: March 17, 2023 Author: Pauline Ashenden - Demand Generation Manager Companies that invest in CX technology outperform their peers according to research.

Best practices 62

Best practices Technology Management 62

Eptica

JULY 22, 2022

Our latest blog post discusses how you can make your contact centre greener, through strategies such as switching to the cloud and embracing hybrid working. 3 key CX gaps between companies and their customers. Tags: contact centre, Sustainability Categories: Market Trends. How self-service is evolving and how to deploy it.

Self service 93

Self service Marketing Technology Management 93

Eptica

NOVEMBER 24, 2020

In our latest guest blog, noted CX expert Adrian Swinscoe explains that while empathy is seen as a ‘soft’ skill, becoming more empathetic is actually extremely hard work. Based on a chapter from his book, Punk CX, he outlines how organisations need to think holistically about empathy if they are to thrive in the future.

Customer Service 114

Customer Service Marketing 114

Eptica

MAY 15, 2023

Visit our parent company Enghouse Interactive’s site to find out in our new blog post. Visit our parent company Enghouse Interactive’s site to find out in our new blog post. What are the benefits – and challenges - for customer service?

Customer Service 62

Customer Service Chatbots Marketing Management 62

Eptica

OCTOBER 2, 2020

In the second of our blogs based on insights from Contact Babel’s 2020-21 Customer Experience Decision-Makers’ Guide, sponsored by Enghouse Interactive, we look at the rising importance of CX to businesses and widening channel use by consumers, two key trends that are driving transformation in the sector.

Customer Experience 127

Customer Experience Marketing Customer Service Management 127

Eptica

SEPTEMBER 23, 2020

Date: Wednesday, September 23, 2020 Author: Guest author: Martin Hill-Wilson Guest Post: Emotive CX for Customer Interaction. In our lat est guest blog CX expert, Martin Hill-Wilson, explains the vital importance of emotion within customer experience. Published on: September 23, 2020. However, emotion is still a neglected area.

Best practices 117

Best practices Customer Experience Customer Service 117

Comm100

DECEMBER 14, 2022

Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. Customer experience automation (CXA) refers to delegating routine CX tasks to specialized software instead of staff. Merge tags can help you personalize an email beyond just first names. Like this one here.

Customer Experience 52

Customer Experience Chatbots Feedback Self service 52

Eptica

JULY 29, 2022

Date: Friday, July 29, 2022 Author: Pauline Ashenden - Demand Generation Manager Automating and digitising CX in financial services. Our latest blog explains how businesses in the sector can address key challenges around security, compliance, personalisation and efficiency to digitise and transform customer service.

B2B 77

B2B Marketing Technology Customer Service 77

Eptica

JANUARY 29, 2021

While every business is different our latest blog outlines 8 common use cases and the technology to consider for each of them. You might also be interested in these posts: 4 areas to focus on for successful CX in 2021. Tags: Customer Service, Use Cases, Contact Centre Technology Categories: Best Practice.

Technology 127

Technology Best practices Customer Service Management 127

Eptica

JULY 1, 2022

In our new blog we explain the differences between B2B and B2C customer service, and the best practice you need to drive success. Visit our parent company Enghouse Interactive’s website to read the blog in full. Automating and digitising CX in financial services. Share this page on: Tweet.

B2B 71

B2B B2C Customer Service Best practices 71

Eptica

FEBRUARY 19, 2021

In our new guest blog, customer service authority Micah Solomon explains how you can successfully build this mental muscle memory – read the full article on our parent company Enghouse Interactive’s site. 4 areas to focus on for successful CX in 2021. Learning from Santa’s customer service success.

Customer Service 104

Customer Service Best practices Technology Management 104

Eptica

SEPTEMBER 16, 2020

In the first of a series of two blog posts, we analyse the guide and explore how COVID-19 has put unprecedented strain on customer experience teams and how they have responded, as well as highlighting the switch to remote working and the impact that this has had on the industry. Share this page on: Tweet.

Customer Experience 127

Customer Experience Contact Center Marketing Management 127

Beyond Philosophy

AUGUST 12, 2021

Apple launched its Air Tags to help you find your lost items, like your keys or briefcase. Although I have other manufacturer’s versions of these products, I know that the Air Tags will be the best yet, and I can’t wait to get hold of them. appeared first on CX Consulting. If only Apple made cars…. Here’s Why.

Consulting 221

Consulting Consulting Management Customer Experience 221

Eptica

JUNE 3, 2020

In our latest guest blog post noted CX expert and futurist Blake Morgan outlines why creating an omnichannel experience matters and gives three areas to focus on to get started: Author: Guest author - Blake Morgan Today, customers demand a seamless experience from companies – whatever channel they use to make contact.

Multichannel 79

Multichannel Best practices Banking Feedback 79

Eptica

OCTOBER 16, 2020

Our latest blog explores the trends that are driving remote working, with a focus on the four areas that organisations need to focus on – innovation, monitoring and management, performance and security – if they are to successfully embrace remote working for the long-term. Guest Post: Emotive CX for Customer Interaction.

Best practices 113

Best practices Cloud contact Marketing Management 113

Eptica

NOVEMBER 6, 2020

Our new blog outlines 4 areas that businesses should focus on to ready their contact centre, from adopting the cloud to joining up their systems ready for the rush. Why you can no longer ignore the cloud for CX applications. What does this mean for customer service and how can companies prepare? Share this page on: Tweet.

Multichannel 83

Multichannel Marketing Customer Service Customer Experience 83

Eptica

JANUARY 22, 2021

Date: Friday, January 22, 2021 Author: Pauline Ashenden - Demand Generation Manager 4 areas to focus on for successful CX in 2021. Read the entire blog post – and download the Contact Babel research – on our parent company Enghouse Interactive’s site. Tags: ContactBabel Categories: Best Practice.

Best practices 72

Best practices Customer Experience Management Customer Service 72

Interaction Metrics

JULY 10, 2023

The Quick and Dirty Truth about AI for CX First, if you are a Customer Experience Director with only 30 seconds to spare, here’s the short guide to AI for customer experience. The first step in analyzing any large unstructured dataset is called “tagging.” Tagging is tagging. Again, it depends.

B2B 48

B2B Customer Experience Chatbots Feedback 48

Eptica

APRIL 28, 2020

Today in a post on our parent company Enghouse Interactive’s blog , award-winning CX expert Manuela Pifani shares her thoughts on how brands can use the crisis as an opportunity to better engage with their customers. ” Read the full post here. Share this page on: Tweet.

Best practices 79

Best practices Consulting Consulting Customer centricity 79

COPC

JUNE 9, 2023

Artificial intelligence (AI) is rapidly transforming the customer experience (CX) industry, offering businesses new opportunities to enhance their operations. This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization.

Customer Experience 114

Customer Experience Analytics Technology Average Handle Time 114

Beyond Philosophy

FEBRUARY 17, 2016

Studies have shown that people sound out syllables when they read a price tag. This is part of what we look at when we assess customer experience using our our CX Mirror tool. If you enjoyed this post, you might be interested in the following blogs: 3 Things Great Companies Do For Their Customers. Round vs Precise Pricing.

Consulting 275

Consulting Consulting Customer Experience Personalization 275

Eptica

DECEMBER 3, 2020

Click here to read all about these five in-depth predictions in this post on our parent company Enghouse Interactive’s blog. Why you can no longer ignore the cloud for CX applications. Share this page on: Tweet. You might also be interested in these posts: How to prepare your contact centre for Black Friday and beyond.

Analytics 72

Analytics Marketing Technology Management 72

Mindtouch

AUGUST 7, 2018

After all, while Customer Experience metrics like Net Promoter Score (NPS), Customer Satisfaction (CSAT), or Customer Effort Score (CES) are important indicators of customer sentiment and account health, the why behind these scores are the true value for CX. It would tag this comment with the themes of “Returns,” “Delivery,” and “Payments.”

Feedback 77

Feedback Customer effort Accountability Metrics 77

Eptica

OCTOBER 29, 2020

Our latest blog by parent company Enghouse Interactive explains the four big advantages for customer service of migrating to Teams and outlines how it can help you build a collaborative contact centre within your organisation. Guest Post: Emotive CX for Customer Interaction. Share this page on: Tweet. Optimising Contact Centres.

Customer centricity 56

Customer centricity Best practices Marketing Management 56

CSM Magazine

APRIL 26, 2022

The solution enables contact center, marketing and CX teams to capture, analyze and respond to the millions of customer service requests they receive through chat, email and social media. Learn more about Social Connect on our blog or our website. Additional Information. About Qualtrics.

Contact Center 52

Contact Center Customer Service Call Center Customer Care 52

Eptica

AUGUST 19, 2020

Date: Wednesday, August 19, 2020 Author: Steve Nattress Why listening is key to bridging the CX gap. The current pandemic has highlighted how CX impacts the bottom line – those businesses that have successfully delivered an empathetic, reassuring experience have not only retained customers but increased their loyalty.

Customer centricity 82

Customer centricity Chief Customer Officer Best practices Customer Experience 82

Nicereply

JULY 7, 2020

CES is currently the rising star of CX metrics. You can read more about measuring multiple CX metrics simultaneously with your Zendesk account here. You can read more about measuring multiple CX metrics simultaneously with your Zendesk account here. NPS is a staple of all CX programs. Pushing tags back to tickets.

Surveys 98

Surveys Feedback Metrics APIs 98

PeopleMetrics

DECEMBER 5, 2017

Most CX programs today gather customer feedback data and use it to inform company decisions; but not many are coming back to their customers to let them know that their voice was heard. Each customer case requiring follow up should also be enriched with some simple tags that help you categorize the primary reason for the case.

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Feedback Surveys Telecommunications Wait times 117

Lumoa

FEBRUARY 28, 2023

In many cases, customer insights teams are forced to dump data into Excel or Google Sheets and manually read and tag each piece of feedback. A modern CX tool enables you to easily connect disparate data sources, eliminating data silos for good. The post Optimizing your customer feedback strategy in 2023 appeared first on Lumoa.

Feedback 83

Feedback Surveys Metrics Customer Experience 83

Mindtouch

AUGUST 22, 2018

When customers write in about their issues, machine learning algorithms tag comments by categories (“technical”, “refunds”, or “dashboard”, for example) in real-time. This would be tagged with the categories “check out” and “bug”. Customers’ responses to CX surveys.

Surveys 54

Surveys Feedback Self service Customer Support 54

JustCall

APRIL 3, 2024

Genesys Cloud CX: Enterprise contact center platform with sophisticated dialing modes and customizable campaign strategies. Provide exceptional service with on-screen scripts and call tagging. Genesys Cloud CX The Genesys Cloud Dialer is one of the best auto dialer software. Monitor live calls and offer real-time guidance.

Sales 52

Sales CRM Scripts APIs 52

JustCall

APRIL 12, 2023

In this blog, we will deep-dive to understand the auto dialer functionality. Contact Tagging: It must allow agents to track their campaigns and tag contacts as needed. These tags can also be used to filter contacts, generate filtered reports, or create new campaigns for certain specific contacts. A wise decision!

Scripts 52

Scripts Sales CRM Contact Center 52

Eptica

AUGUST 5, 2020

That’s why we have been running a three-part blog series to help brands optimise their customer service operations and be ready ahead of the busiest time of the year. That’s why we have been running a three-part blog series to help brands optimise their customer service operations and be ready ahead of the busiest time of the year.

Customer Service 112

Customer Service Self service Best practices Consulting 112