Eptica

JANUARY 13, 2023

As companies increasingly adopt Microsoft Teams, how can they integrate call recording with the platform? As companies increasingly adopt Microsoft Teams, how can they integrate call recording with the platform? Find out by reading our latest blog post on our parent company Enghouse Interactive’s website.

Best practices 105

Best practices Customer Service Management 105

Eptica

APRIL 19, 2023

Our latest blog post explains what a web UI is and the benefits it provides. Our latest blog post explains what a web UI is and the benefits it provides. Read the full article on our parent company Enghouse Interactive’s site. Read the full article on our parent company Enghouse Interactive’s site.

Best practices 113

Best practices Management 113

Customer Service Life

DECEMBER 20, 2023

Image by Gerd Altmann from Pixabay It’s been 10 years since I wrote an article on this blog about the importance of never saying “No” to customers. Engineers and programmers care about bugs – Our engineering team works hard to make their code as bug-free as possible. I’m not sure if it’s an infinite amount of tags but it’s a lot.

Upselling 83

Upselling Contact Center Engineering Banking 83

Mindtouch

SEPTEMBER 19, 2018

Major updates to the MindTouch blog just hit the airwaves. Over the past few months, the MindTouch digital team has tinkered, toiled, and added a thing or two—all in the spirit of delivering a more consistent, user-friendly look and feel for our deserving (and highly discerning) readers. Finding interesting blog content should be easy.

Real estate 48

Real estate Self service Management 48

Steve DiGioia

JUNE 12, 2023

By using the power of a customer’s name, you can also build rapport and establish a connection, which can lead to better communication and understanding between the customer and your team. Using a customer’s name a few times during the conversation can make them feel more connected to you and your team. ” 3.

Personalization 189

Personalization Customer Service Customer Experience 189

Eptica

MARCH 11, 2022

Author: Pauline Ashenden - Demand Generation Manager With interaction volumes rising, delivering a consistently high-quality response to every customer is an increasing challenge for contact centre teams. Learn more by reading the full blog on our parent company Enghouse Interactive’s site here. What is preventing success?

Customer Service 126

Customer Service Best practices Management Customer Experience 126

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

JANUARY 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. This blog looks at how CX has evolved , and the priorities for brands looking forward into the new decade. Published on: January 09, 2020. As customers become more demanding, can self-service really help?

Customer centricity 65

Customer centricity Self service Marketing Customer Experience 65

Eptica

NOVEMBER 4, 2021

Date: Friday, November 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Integrating call recording into Microsoft Teams. Author: Pauline Ashenden - Demand Generation Manager As contact centres increasingly switch to Microsoft Teams, they need to deliver key functionality, such as call recording via the platform.

Marketing 123

Marketing Management Customer Service 123

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. Highlights from our customer service blog in 2021.

Marketing 121

Marketing Management Customer Experience Customer Service 121

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. You might also be interested in these posts: Why so many contact centres are turning to Microsoft Teams (Video). Share this page on: Tweet.

Customer Experience 133

Customer Experience Best practices Self service Marketing 133

Eptica

JUNE 16, 2023

Date: Friday, June 16, 2023 Author: Pauline Ashenden - Demand Generation Manager Answering your questions about Microsoft Teams and the contact centre Published on: June 16, 2023 Author: Pauline Ashenden - Demand Generation Manager While organisations are increasingly adopting Teams, they want to ensure it works effectively in their contact centre.

Best practices 62

Best practices Management 62

kommunicate

MAY 6, 2021

CHAT WIDGET & DASHBOARD Delete tags We’ve added an option to delete the tags that you & your team created. The post Here’s What’s New from April 2021|Kommunicate Product Updates appeared first on Kommunicate Blog. Also updated the existing ones to improve your overall experience with Kommunicate. Settings >> [.].

Customer Support 98

Customer Support 98

Eptica

OCTOBER 15, 2021

Author: Trevor Davies, Head of Products, Enghouse Interactive Many businesses are migrating to cloud-based unified communications solutions (such as Microsoft Teams) and want their related software, such as call accounting, to also be available in the cloud. Share this page on: Tweet. The 4 pillars of a successful customer service strategy.

Accountability 124

Accountability Best practices Engineering Customer Service 124

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. 6 ways to improve performance in your contact centre team. 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. Tags: Customer Service, Mother’s Day Categories: Best Practice. How can companies ensure that they are ready for a successful Mother’s Day and can deal with any unforeseen problems?

Customer Service 122

Customer Service Best practices Management Customer Experience 122

Eptica

SEPTEMBER 10, 2021

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. Tags: Emotional intelligence, Preparing for Peak, Sandra Thompson, The Grinch Categories: Trends & Markets.

Marketing 104

Marketing Management Customer Service 104

Eptica

JANUARY 31, 2022

In our latest blog based on ContactBabel research we outline the three most important areas to focus on to improve agent empowerment: technology, skills and the culture/working environment they operate within. Why so many contact centres are turning to Microsoft Teams (Video). Four key considerations for customer self-service success.

Agent Empowerment 111

Agent Empowerment Best practices Self service Marketing 111

Eptica

MAY 7, 2021

Date: Friday, May 7, 2021 Author: Pauline Ashenden - Demand Generation Manager How to migrate your contact centre to Microsoft Teams successfully. Click here to read the full blog. You might also be interested in these posts: The benefits of building emotional intelligence in your team. Click here to read the full blog.

Best practices 95

Best practices Management 95

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. 6 ways to improve performance in your contact centre team. Tags: clearing, universities, colleges, cloud-based technology Categories: Best Practice. Share this page on: Tweet.

Best practices 126

Best practices Technology Management Customer Service 126

Eptica

MAY 21, 2021

Our latest blog outlines the reasons that agent stress is dramatically increasing – and four areas around wellbeing that contact centres need to focus on moving forward. The benefits of building emotional intelligence in your team. Tags: Hybrid Workplace, contact centres Categories: Trends & Markets.

Marketing 125

Marketing Management Customer Service 125

Eptica

MARCH 17, 2023

Based on the findings of analyst group Metrigy, our latest blog post outlines 5 priority areas to focus on. Based on the findings of analyst group Metrigy, our latest blog post outlines 5 priority areas to focus on. But where should organisations spend their budgets for best results?

Best practices 62

Best practices Technology Management 62

Nicereply

MARCH 9, 2021

Support automation helps customer support teams deliver the same (or better) customer experience much faster. To help you dig through the noise and find the actually helpful use-cases for automation, we’ve gathered seven practical examples of customer support teams using automation. Assign Conversations to Specific Team Members.

Customer Support 105

Customer Support Feedback Service level Engineering 105

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. However, if it happened often enough, I would.) If only Apple made cars….

Consulting 221

Consulting Consulting Management Customer Experience 221

Eptica

SEPTEMBER 17, 2021

Our latest blog explores why omnichannel is now more important than ever, while highlighting the benefits it brings to both customers and businesses. Tags: omnichannel, ContactBabel, Microsoft Teams Categories: AI, Trends & Markets. Read the full post on our parent company Enghouse Interactive’s site here.

Marketing 112

Marketing Management Customer Service 112

Eptica

NOVEMBER 13, 2020

Our latest blog picks six key questions that the guide answers in-depth to help you to successfully embrace VoC. Read the full blog post on our parent company Enghouse Interactive’s website to find out more – or download the new Contact Babel guide here. Share this page on: Tweet. Remote Working 2.0:

Best practices 126

Best practices Analytics Marketing Customer Experience 126

Eptica

MARCH 12, 2021

Drawing on the latest ContactBabel UK Contact Centre Decision-Makers' Guide, our latest blog explains how to meet changing needs by focusing on technology, skills and processes. You might also be interested in these posts: Building the hybrid contact centre with Microsoft Teams. Share this page on: Tweet.

Marketing 120

Marketing Technology Customer Service Management 120

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. You can access the blog here on our parent company Enghouse Interactive’s site. How to migrate your contact centre to Microsoft Teams successfully. Published on: June 18, 2021.

Best practices 96

Best practices Management Customer Service 96

Eptica

MARCH 5, 2021

Date: Friday, March 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Building the hybrid contact centre with Microsoft Teams. Tags: Hybrid Working, Contact Centre Agents, collaboration, Customer Service, Real-time Speech Analytics, Unified Communications Categories: Trends & Markets. Published on: March 05, 2021.

Analytics 104

Analytics Marketing Customer Service Management 104

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

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. Find out more by reading the full blog post on our parent company Enghouse Interactive’s website. Share this page on: Tweet. Remote Working 2.0:

Customer Service 114

Customer Service Marketing 114

Eptica

JUNE 25, 2021

Our latest blog outlines the business benefits of focusing on your agents – and explains how technology can help alongside creating the right culture and processes. You might also be interested in these posts: 6 ways to improve performance in your contact centre team. Share this page on: Tweet.

Best practices 99

Best practices Marketing Technology Management 99

aircall

JULY 25, 2022

Having fast and easy access to data is a real game changer: It provides your teams with precise information about the impact of their strategies. The right technology and the right sales acumen will make your sales team unstoppable. Has your team been busy handling incoming requests? Number and Duration of Calls Per Team.

Metrics 62

Metrics Sales Management Accountability 62

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

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

SEPTEMBER 21, 2023

He ordered the team to scuff up the floors. External reference points come from the environment, meaning the information is given to you, as in the quote you get from them or the price tag for related items you see before you get the quote. There’s a famous story about the first Home Depot. The founder was furious!

Construction 221

Construction Marketing Personalization Management 221

Nicereply

SEPTEMBER 16, 2021

Every day your support team interacts with customers who provide loads of small pieces of feedback about your product, services, and competitors. As leaders, we ask our support agents to categorize, tag, document or attempt to notice trends in this data as accurately as they can. Support Data is a very underutilized resource.

Customer Experience 114

Customer Experience Feedback Surveys Customer Support 114