Eptica

OCTOBER 19, 2016

Author: Chris Eideh Earlier this month, we published the 2016 Eptica Insurance Multichannel Customer Experience Study , which evaluated how insurers in the US, across ten sectors are meeting the challenge of new digital channels for customer service. Published on: October 19, 2016. Share this page on: Tweet.

Multichannel 75

Multichannel Government Best practices Technology 75

JustCall

JANUARY 29, 2024

Guessing you have skimmed over quite a few (read many) blogs pitching JustCall against Convoso, let’s put a full stop to your search with this ultimate JustCall vs Convoso comparison right here. Imagine your agents instantly connected with hot leads, the moment they enter your CRM or hit a priority tag. Does Convoso’s voso.ai

Sales 52

Sales Abandon rate APIs CRM 52

Eptica

JANUARY 6, 2016

However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. In descending order the top 5 blogs were: 1. To find out more click here. What are the factors affecting channel choice?

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

Eptica

MARCH 4, 2016

Author: Pauline Ashenden Over the past five years Eptica has regularly evaluated the multichannel customer experience offered by 100 of the UK’s biggest brands , across ten sectors. This year’s Eptica Multichannel Customer Experience Study has just been published, so how are brands faring in 2016?

Multichannel 50

Multichannel Self service Advertising Surveys 50

Eptica

FEBRUARY 1, 2017

For the benefit of blog readers, can you give us some more detail on what you are seeing happening in the market? Régine, you gave a fascinating speech at the Eptica 2016 Customer Day , looking at how digital transformation is impacting consumer behavior and expectations. Eptica: How do digital technologies change consumer behavior?

Technology 58

Technology Multichannel Employee engagement Chatbots 58

aircall

JANUARY 26, 2018

It’s also the age of multichannel communications. Additionally, all of his actions in the Aircall interface — notes, tags, etc. — The post CRM Phone Integration: Build This Friendship for Better Calls appeared first on Customer Experience & Cloud Call Center | Aircall Blog.

CRM 91

CRM Multichannel Sales Call Center 91

Eptica

FEBRUARY 23, 2016

Given the complexity of today’s multichannel world, companies can excel at providing service on individual touchpoints, but ultimately fail to deliver the customer experience required. The 2016 Eptica UK Multichannel Customer Experience Study will be appearing soon, and we look forward to sharing the results with you. *The

Multichannel 49

Multichannel Customer Service Finance Contact Center 49

aircall

JANUARY 26, 2018

It’s also the age of multichannel communications. Additionally, all of his actions in the Aircall interface — notes, tags, etc. — The post CRM Phone Integration: Build This Friendship for Better Calls appeared first on Aircall Blog. In this video, Clement is working in Zendesk (his go-to CRM) when he receives an incoming call.

CRM 90

CRM Multichannel Sales Analytics 90

Eptica

DECEMBER 23, 2015

This is the last 2015 post on the Eptica blog – have a wonderful holiday and we look forward to sharing more news, views and advice on customer experience in 2016. Share this page on: Tweet.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 49

Eptica

DECEMBER 4, 2015

Add in the 23% buying on smartphones while in store, and it demonstrates today’s multichannel retail landscape. The 2015 Eptica Retail Multichannel Customer Experience Study found serious failings in the customer experience when it came to responding to questions online, via email, Twitter, Facebook and chat.

Multichannel 49

Multichannel Customer Service Upselling Contact Center 49

Eptica

OCTOBER 9, 2019

The right technology The past 15 years have seen telephone-based call centers grow and expand to become multichannel contact centres , handling a growing volume of interactions across a widening number of channels. In the United Kingdom, there are daily themes, each emphasizing different aspects of customer service.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

Nicereply

OCTOBER 29, 2020

The software used by HLC also allows chat tagging, which enables the company to tag live chat conversations with tags like product, freight, and warranty to solve such issues proactively. Focus on Omnichannel over Multichannel. Also, your knowledge base must be appropriately organized and easily searchable.

Customer Experience 40

Customer Experience Chatbots Multichannel Self service 40

Eptica

SEPTEMBER 9, 2016

Shep Hyken explores the issues behind the research in a recent blog , and in this post I’ll look at how technology can help companies improve standards and reduce switching. The research pinpoints six main reasons why people move supplier: 1. Share this page on: Tweet.

Multichannel 49

Multichannel Self service Wait times Technology 49

JustCall

MARCH 24, 2020

Check out this blog to make the best use of tools for remote teams. You can assign, chat, and tag team members and have stress-free collaboration. I find the feature that makes it unique for remote work is that you get multichannel support and very smooth integrations with other business tools. less travel. time management.

Multichannel 68

Multichannel Accountability Time management Management 68

Eptica

DECEMBER 20, 2017

Based on the topics covered in the Eptica blog that received the most interest, we’ve put together a top 7 posts from across 2017. As this blog post explains , overall performance is worsening, particularly on social media, and CX leaders are pulling further ahead of the laggards. Read all six key conclusions in the post.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48

Eptica

JULY 29, 2016

Author: Dharmesh Ghedia In my previous blog I outlined how important knowledge is to successfully deliver customer service , and how to overcome the challenges of creating a centralized, multichannel knowledge base. Date: Friday, July 29, 2016 The importance of the Knowledge Manager to customer service success.

Management 50

Management Customer Service Multichannel Best practices 50

Eptica

MARCH 16, 2016

In a recent Forrester blog and podcast, analyst Maxie Schmidt-Subramanian outlines three ways that companies can introduce emotion-based metrics – and convince senior managers that emotion has an impact on the bottom line: 1. So, how can brands ensure they are taking emotion into account? Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Metrics Contact Center 49

Eptica

DECEMBER 11, 2015

In this previous blog we discussed the key trends in the United States. To find out how retailers are faring, Eptica carried out consumer research on Cyber Monday (November 30) to gauge the mood amongst shoppers in both the UK and the US. To read more about the US research, simply click here. Share this page on: Tweet.

Customer Service 49

Customer Service Multichannel Self service Contact Center 49

JustCall

FEBRUARY 25, 2020

When designing a productive tech stack for financial services, this blog post will walk you through the 3 must-haves : The software categories to keep in mind. The moment a customer or a prospect drops in a query, an automated mail gets generated with a tag. You can also tag emails according to priority for further handling.

Finance 59

Finance CRM Accountability Sales 59

Eptica

JUNE 22, 2016

These are just some of the benefits of knowledge management within your contact center – in future blogs I’ll give some best practice tips on creating and running your project and examples of high profile organizations where they have seen major benefits in both efficiency and service levels. Share this page on: Tweet.

Customer Experience 55

Customer Experience Multichannel Contact Center Best practices 55

JustCall

JUNE 15, 2020

Talk with agents or tag agents, give comments and reviews – all in one platform. In this way, you eliminate all confusion You can assign, chat, and tag team members and have stress-free collaboration. What makes it unique for remote work is that you get multichannel support and very smooth integrations with other business tools.

Customer Service 52

Customer Service Virtual Agent Accountability Multichannel 52

JustCall

APRIL 5, 2023

This blog dives deep to pull out insights that help you choose. However, JustCall is a few steps ahead with advanced features like bulk SMS, appointment scheduler and call tagging. User Interface Comparison The user interface is the first point of contact between the user and the application.

Interactive Voice Response 52

Interactive Voice Response Contact Center APIs Analytics 52

VocalCom

OCTOBER 15, 2018

Menu options can be easily tagged so that your company knows how many times each one was selected. The post 6 Tips for Creating a User-Friendly IVR System appeared first on Vocalcom Blog. Find out what customers need. And just what do your customers need from you?

Interactive Voice Response 48

Interactive Voice Response Contact center software Self service Surveys 48

Pointillist

OCTOBER 22, 2018

In this blog post, I detail nine uses of artificial intelligence to boost your customer experience measurement program by improving your understanding of the rich customer experience data you’re already collecting and making that data actionable. Utilize multichannel customer data from all possible sources. to 1 p.m.?’

Customer Experience 40

Customer Experience Analytics Metrics Multichannel 40

Comm100

FEBRUARY 6, 2018

This blog post will cover several of the top, most sought-out customer engagement tools on the market. WordPress blogs. As a downside, MailChimp does not support contact tagging or have advanced lead segmentation options. Hubspot opens marketing up well beyond email, creating a multichannel marketing experience for its users.

CRM 41

CRM Enterprise SaaS Marketing 41