Eptica

NOVEMBER 24, 2022

Based on the latest ContactBabel report, our blog explains the key functionality contact centres are rolling out via the cloud, as well as sharing best practice advice for successful cloud deployments. Tags: Cloud Contact Centres Categories: Trends & Markets. Share this page on: Tweet.

Cloud contact 126

Cloud contact Best practices Banking Technology 126

Eptica

SEPTEMBER 12, 2022

Our latest blog explores the 6 key benefits chatbots deliver, while outlining best practice for ensuring ROI. Click here to read the full blog post on our parent company Enghouse Interactive’s site. Tags: Chatbots, Housing Associations Categories: Market Trends, Best Practice. Share this page on: Tweet.

Chatbots 125

Chatbots Best practices Marketing Management 125

ShepHyken

APRIL 27, 2018

A quick product search that caters to every need is key, and provide word tags so products can instantly show up in search results. While searching, showcase what’s trending and hot. The post Guest Blog: How to Tailor Your E-commerce Site to Best Serve the Digital Customer appeared first on Shep Hyken. Include Customer Reviews.

Enterprise 204

Enterprise Feedback Personalization Sales 204

Eptica

SEPTEMBER 10, 2020

Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. Published on: September 09, 2020. 19% of UK contact centres revealed that they were looking to update their call recording solutions. Share this page on: Tweet.

Quality management 74

Quality management Analytics Technology Marketing 74

ShepHyken

JANUARY 6, 2017

This week on our Friends on Friday guest blog post my colleague, Vince Jeffs, examines the hot topic of artificial intelligence (AI) and it’s impact on the customer experience. Summarize for quarterly and annual trend spotting and forecasting. I am reading articles every week about AI and find it’s impact fascinating.

Customer Experience 215

Customer Experience Telecommunications Technology Banking 215

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. Tags: Customer Experience Transformation Categories: Trends & Markets, Best Practice. Read the full post on our parent company Enghouse Interactive’s site here.

Customer Experience 133

Customer Experience Best practices Self service Marketing 133

Eptica

JUNE 10, 2022

However, research covered in our latest blog identifies three disconnects between companies and their customers when it comes to the customer experience. Categorie(s): Trends & Markets Understanding the customer is the start point of delivering excellence in customer service. Share this page on: Tweet.

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. Categorie(s): Trends & Markets What’s driving customer facing technology investment in local councils? Tags: Local Government Categories: Trends & Markets.

Technology 126

Technology Government Banking Marketing 126

Eptica

APRIL 15, 2021

Read the full article exploring these key trends on the Enghouse Interactive blog. Categorie(s): Trends and Markets How are collaboration and communication tools benefiting the contact centre? 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

FEBRUARY 7, 2022

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. Share this page on: Tweet. You might also be interested in these posts: 5 factors that are driving the need for better digital customer experience.

Marketing 121

Marketing Management Customer Experience Customer Service 121

Eptica

NOVEMBER 4, 2021

Read the full blog post on our parent company Enghouse Interactive’s site to understand how to successfully integrate call recording into your Teams implementation. Tags: Call & Screen Recording, Microsoft Teams, Quality Control, Customer Insights Categories: Trends & Markets. Share this page on: Tweet.

Marketing 123

Marketing Management Customer Service 123

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. Tags: Cloud Contact Centre, Switching to the cloud Categories: Best Practice, Trends & Markets.

Cloud contact 127

Cloud contact Best practices Marketing Management 127

Eptica

OCTOBER 8, 2021

Excellent customer service is critical to keeping customers up-to-date, and our latest blog outlines five ways to ensure your contact centre can cope with unplanned business disruptions. Click here to read the full post on our parent company Enghouse Interactive’s blog. Share this page on: Tweet. Here’s what to consider.

Customer Service 120

Customer Service Best practices Engineering Accountability 120

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. Categorie(s): Market Trends The contact centre, like all parts of the organisation, must work towards reducing emissions and ensure the future of the planet.

Self service 93

Self service Marketing Technology Management 93

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. Avoid these Five CX Leadership Traps! Share this page on: Tweet.

Customer centricity 65

Customer centricity Self service Marketing Customer Experience 65

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

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. Read the full article on our parent company Enghouse Interactive’s site here. Share this page on: Tweet.

Agent Empowerment 111

Agent Empowerment Best practices Self service Marketing 111

Eptica

OCTOBER 2, 2020

Author: Pauline Ashenden - Demand Generation Manager While customer service and contact centres have been dramatically impacted by the pandemic, longer-term trends are also reshaping the industry based on changes in customer demand and how companies operate. Share this page on: Tweet.

Customer Experience 127

Customer Experience Marketing Customer Service Management 127

Eptica

JANUARY 16, 2022

In our latest blog we explore this trend, highlighting some key findings from the ContactBabel UK Customer Experience Decision-Makers’ Guide 2021. Tags: data analytics, Customer Service, ContactBabel Categories: Best Practice. What types of data should you focus on, and what are the main benefits?

Analytics 127

Analytics Customer Service Best practices outsourcing 127

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. Categorie(s): Trends & Markets Research has found that over 90% of contact centre agents will change jobs in 2021. Share this page on: Tweet.

Marketing 125

Marketing Management Customer Service 125

Eptica

JUNE 7, 2021

It is all about a combination of culture and technology, as our latest blog explains. Categorie(s): Trends & Markets Best Practice The switch to hybrid/blended working provides contact centres with opportunities to become more flexible and efficient while accessing a greater pool of talent. Share this page on: Tweet.

Management 127

Management Best practices Marketing Technology 127

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. 4 key trends from the 2021 ICS UK Customer Satisfaction Index. 4 key trends from the 2021 ICS UK Customer Satisfaction Index.

Marketing 120

Marketing Technology Customer Service Management 120

JustCall

OCTOBER 20, 2019

With the consumer market now being highly aware of their needs and new things in town, as a real estate agent, one needs to be up-to-date with new trends too. That is why I have compiled this comprehensive list of 5 blogs and 5 podcasts for every real estate agent to check out. Top 5 real estate blogs to read. #1

Real estate 56

Real estate Coaching Finance Advertising 56

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

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. Categorie(s): AI Trends & Markets Customers are now more demanding – and want to be able to contact organisations across more and more channels. Share this page on: Tweet.

Marketing 112

Marketing Management Customer Service 112

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. You might also be interested in these posts: 4 key trends from the 2021 ICS UK Customer Satisfaction Index.

Analytics 104

Analytics Marketing Customer Service Management 104

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

JULY 29, 2022

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. Tags: Financial services, digital channels, digital CX Categories: Market Trends. Share this page on: Tweet.

B2B 77

B2B Marketing Technology Customer Service 77

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

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. Visit our parent company Enghouse Interactive’s website to read the blog in full.

B2B 71

B2B B2C Customer Service Best practices 71

Comm100

OCTOBER 19, 2022

If you don’t offer this option, the customer experience will trend negatively. You can use tags and variables to help the chatbot gather the visitor’s input to send data to the human agent. The post Guest Blog: 10 Chatbot Features That Make Your Bot More Helpful to Customers appeared first on Comm100. 6 Sentiment Analysis.

Chatbots 86

Chatbots APIs Analytics Upselling 86

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. Categorie(s): Trends & Markets Best Practice Looking after your agents has always been important to successful customer service.

Best practices 99

Best practices Marketing Technology Management 99

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. How can they plan for remote working 2.0?

Best practices 113

Best practices Cloud contact Marketing Management 113

Eptica

MAY 12, 2022

Author: Pauline Ashenden - Demand Generation Manager The pandemic and the shift to home working have accelerated the trend of contact centres moving to cloud based solutions. Categorie(s): Best Practice The pandemic and the shift to home working have accelerated the trend of contact centres moving to cloud based solutions.

Cloud contact 71

Cloud contact Best practices Self service Management 71

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. Our latest blog explores recent ContactBabel analysis of the channels people prefer to use depending on urgency, complexity and emotional involvement. Share this page on: Tweet.

Customer Service 85

Customer Service Marketing Management 85

aircall

AUGUST 11, 2021

Call Tagging. With the hundreds of calls coming in at a constant flow, you need to have a way to sort and organize the calls —often through call tagging. Tagging allows you to single out calls requiring urgent responses and attach important information about a particular recording. Robust Search Capabilities.

Technology 114

Technology call center software Customer centricity Call Center 114

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