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

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. Ian Golding’s guest post focused on the vital importance of trust in delivering effective customer experience. As customers become more demanding, can self-service really help?

Customer centricity 65

Customer centricity Self service Marketing Customer Experience 65

Eptica

NOVEMBER 19, 2021

Author: Pauline Ashenden - Demand Generation Manager Today, customer service is central to differentiating your company. And being able to resolve customer queries on the first call is one of the hallmarks of good customer service. You might also be interested in these posts: Preparing for future customer service challenges.

Best practices 126

Best practices Self service Metrics Customer Service 126

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

Mindtouch

SEPTEMBER 19, 2018

Major updates to the MindTouch blog just hit the airwaves. Our goals with this blog update were simple: Simplify navigation and make it easier to find content. Our goals with this blog update were simple: Simplify navigation and make it easier to find content. Improve the look and feel for better readability.

Real estate 48

Real estate Self service Management 48

Eptica

APRIL 15, 2021

Date: Friday, April 9, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways collaboration tools benefit customer service. 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.

Customer Service 125

Customer Service Marketing Management Customer Experience 125

Comm100

OCTOBER 19, 2022

Chatbots are quickly becoming a long-term solution for customer service across all industries. A good chatbot will deliver exceptional value to your customers during their buying journey. It boosts customer engagement because it’s quick, simple, and puts the user in the driver’s seat. What Is a Chatbot? 1 AI-based Chatbots.

Chatbots 86

Chatbots APIs Analytics Upselling 86

Beyond Philosophy

SEPTEMBER 21, 2023

It’s a good question that, in my experience, is easy to get wrong. Moreover, they have a reputation for continuous improvement, which is often another quality indicator. High quality and improvements (plus market factors beyond their control) lead to higher prices, even if you have a low-price reputation.

Construction 221

Construction Marketing Personalization Management 221

Eptica

JANUARY 31, 2022

Author: Pauline Ashenden - Demand Generation Manager Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience. Four key considerations for customer self-service success. Share this page on: Tweet.

Agent Empowerment 111

Agent Empowerment Best practices Self service Marketing 111

aircall

AUGUST 11, 2021

Whichever one you choose, it’s important to prioritize call recording software that helps you to improve the customer experience. Not only will your customer service team use the software, but other departments will also use it to record internal calls. Call Tagging. Scalability. Security and Encryption Practices.

Technology 114

Technology call center software Customer centricity Call Center 114

Comm100

DECEMBER 14, 2022

Customer experience (CX) is the convergence of three elements – human, process, and increasingly, technology. As more and more touch points between businesses and customers are established, the expectation to provide a seamless customer experience across channels has turned into a necessity.

Customer Experience 52

Customer Experience Chatbots Feedback Self service 52

Eptica

SEPTEMBER 23, 2020

Date: Wednesday, September 23, 2020 Author: Guest author: Martin Hill-Wilson Guest Post: Emotive CX for Customer Interaction. Author: Guest author: Martin Hill-Wilson Thanks to increased focus and investment in customer experience companies are now improving outcomes when it comes to dealing with customers and reducing the effort involved.

Best practices 117

Best practices Customer Experience Customer Service 117

Eptica

JUNE 18, 2021

Date: Friday, June 18, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 ways to improve performance in your contact centre team. Author: Pauline Ashenden - Demand Generation Manager The working experience for staff in your contact centre directly impacts their performance, productivity and well-being.

Best practices 96

Best practices Management Customer Service 96

Zappix

APRIL 22, 2024

With the advent of digital technology, healthcare providers are increasingly turning to innovative solutions to enhance customer service and improve patient experiences. Embracing Digital Communication Gone are the days of waiting on hold for minutes on end or playing phone tag with healthcare providers.

Healthcare 52

Healthcare Customer Service Self service Personalization 52

Nicereply

SEPTEMBER 16, 2021

Using Natural Language Processing, Sid believes that you can activate that idle data and generate improvements across your organization. You can listen to Customer Experience Leaders Chat also on: Apple Podcasts. Sid shares with us how these insights get Support a seat at the table to help shape the Customer Experience.

Customer Experience 114

Customer Experience Feedback Surveys Customer Support 114

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. You might also be interested in these posts: Self-service and its importance to greater customer satisfaction. 3 customer churn symptoms and cures.

CRM 117

CRM Customer Service Self service Management 117

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. Read the full article on our parent company Enghouse Interactive’s site.

Best practices 62

Best practices Management 62

Interaction Metrics

JULY 10, 2023

Artificial Intelligence is rapidly infiltrating new markets, and the customer experience sector is no exception. While customer experience artificial intelligence is still nascent, AI for customer experience shows tremendous promise, both as a tool to measure experience and as a lever to improve it.

B2B 48

B2B Customer Experience Chatbots Feedback 48

Beyond Philosophy

OCTOBER 26, 2023

For example, there should be a goal for the value you deliver to customers. Having that goal requires choosing your target customer and positioning your offer, determining the value it provides. It’s a way of creating and communicating value to your customers. Having a better brand might provide value to customers.

Banking 221

Banking Consulting Consulting Personalization 221

Nicereply

MARCH 9, 2021

Support automation helps customer support teams deliver the same (or better) customer experience much faster. No, there isn’t a bot that can answer all your customer questions instantly. Yes, automation can still create those frustrating loops that leave customers begging to talk to a human. Create Feedback Loops.

Customer Support 105

Customer Support Feedback Service level Engineering 105

AWS Machine Learning

SEPTEMBER 29, 2022

Amazon SageMaker is a fully managed ML platform in the cloud that equips our enterprise customers with tools and resources to establish cost allocation measures and improve visibility into detailed cost and usage by your teams, business units, products, and more. Cost allocation tagging. Tagging in SageMaker.

Enterprise 71

Enterprise APIs Government Accountability 71

AWS Machine Learning

JUNE 15, 2022

This empowers developers and businesses to create applications that can converse in real time, thereby offering an enhanced interactive experience. In today’s world, businesses continue to expand across multiple geographic locations, and they’re continuously looking for mechanisms to improve personalized end-user engagement.

Engineering 85

Engineering Technology Personalization Management 85

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

JivoChat

MAY 5, 2022

Title tags. User Experience. Besides this, visitors are already interested in the subject you are approaching, which improves the chances of catching their attention, increasing the time spent on your website, for instance. Put the Keyword on the Title Tag. Some elements that are part of on-page SEO are: URL. Subheadings.

Engineering 75

Engineering Analytics Marketing Personalization 75

ShepHyken

MARCH 13, 2020

Experience-led businesses have 1.7x higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. Customer Experience: A duo of two harmless and normal words. Hence, creating positive customer experiences is a necessity for businesses today. return on spend, and 1.6x

Customer Support 334

Customer Support Customer retention Customer Experience Management 334

Eptica

JUNE 3, 2020

Date: Wednesday, June 3, 2020 Author: Guest author - Blake Morgan 3 ways to create a consistent, omnichannel experience (and why it matters). Author: Guest author - Blake Morgan Today, customers demand a seamless experience from companies – whatever channel they use to make contact. Published on: June 03, 2020.

Multichannel 79

Multichannel Best practices Banking Feedback 79

AWS Machine Learning

FEBRUARY 13, 2024

BigBasket serves over 10 million customers. Customer challenges Today, most supermarkets and physical stores in India provide manual checkout at the checkout counter. In most stores, the checkout counter is different from the weighing counters, which adds to the friction in the customer purchase journey.

Engineering 98

Engineering Gamification Scripts Big data 98

Beyond Philosophy

NOVEMBER 2, 2016

Nor was I pleased when I was charged to park in a sprawling suburban parking lot, or when I saw the $5 price tag on the bottled water in my room. From a customer experience standpoint, these add-on fees create problems because we don’t expect to be charged for these things. I have, and I wasn’t happy about it.

Advertising 419

Advertising Consulting Consulting Customer Experience 419

ProProfs Blog

DECEMBER 4, 2020

For many years, marketing and customer service have been running in parallel lines, helping businesses acquire and retain customers. But lately, both customer service and marketing are working in unison, helping brands capture attention, generate more business and guide customers simultaneously. Netflix and chill?

Marketing 147

Marketing Customer Service Upselling Customer Support 147

Beyond Philosophy

NOVEMBER 15, 2019

Customers have an idea of whether you are a low- or high-priced store almost before they ever interact with you. Finally, we discuss that once you have a Price Image, what you can do with it from a Customer Experience standpoint. Both of these presentation details appeal to the Customer’s Subconscious Experience.

Construction 301

Construction Consulting Consulting Airlines 301

aircall

AUGUST 29, 2022

Or the impact of the resolutions provided to customers? That’s why business leaders must understand what call center productivity is, how to measure it, and how to improve it. This metric is all about how many customers had their issues resolved on the first call. Your voicemail comes on but the customer doesn’t leave a message.

Call Center 118

Call Center virtual call center call center software Self service 118

ShepHyken

MARCH 13, 2020

Experience-led businesses have 1.7x higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. Customer Experience: A duo of two harmless and normal words. Hence, creating positive customer experiences is a necessity for businesses today. return on spend, and 1.6x

Customer Support 257

Customer Support Customer retention Customer Experience Management 257

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. Processing & analysis.

Interactive Voice Response 62

Interactive Voice Response Management Call Center CRM 62

delighted

SEPTEMBER 21, 2023

Attracting customers in a competitive market can feel like an uphill battle. One powerful tool in today’s marketplace is customer testimonials. In fact, 78% of shoppers say the presence of social proof – like a positive customer testimonial – increased their likelihood of purchasing from that brand.

Surveys 86

Surveys Best practices Feedback Marketing 86

OctopusTech

APRIL 28, 2023

Website redesigning services refer to the process of updating and improving an existing website’s design, functionality, and content. A website redesign can involve anything from a simple visual refresh to a complete overhaul of the site’s architecture and user experience.

Engineering 62

Engineering Sales outsourcing Feedback 62

ShepHyken

MARCH 13, 2020

Experience-led businesses have 1.7x higher customer retention, 1.9x higher customer satisfaction rates” – Forrester. Customer Experience: A duo of two harmless and normal words. Hence, creating positive customer experiences is a necessity for businesses today. return on spend, and 1.6x

Customer Support 156

Customer Support Customer retention Customer Experience Management 156

Mindtouch

AUGUST 7, 2018

If you’re gathering customer feedback, you know that the trouble is not in gathering feedback, but rather, getting actionable insight from the feedback you’ve gathered. Customer feedback analysis, to be precise. The enormous time investment it takes to review every customer comment. No more trapped customer feedback.

Feedback 77

Feedback Customer effort Accountability Metrics 77