Blog - Customer Contact Central

2019 in focus: our top 10 blog posts from the year

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. Why Knowledge is power We live in a knowledge-based economy, with customers demanding more detailed information from brands, across more channels than ever before. Published on: January 09, 2020.

Customer centricity

Customer centricity Self service Marketing Customer Experience

Overcoming the challenges to effective interaction recording

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

Best practices Management

2 Proven Ways to Boost Your Ecommerce Sales with Affiliate Marketing

JivoChat

AUGUST 10, 2023

Do they create quality content that aligns with your brand voice and business goals? Affiliates are also professional product reviewers that use multiple marketing channels when creating content. These include email marketing, blogging, social media marketing, and guest posting. Comment on the promo post and tag their friends.

Sales

Sales Marketing SaaS Construction

The Ultimate Contact Channel Debate: Call vs. Live Chat

aircall

DECEMBER 3, 2021

Game was making this point because Aircall’s GROW ANZ session had him debating a question that’s probably being asked within a lot of organizations right now: Are phone calls still the best channel to communicate with your customers or should you shift more toward messaging and chat? Using Calls and Messaging as a Tag Team.

Morale

Morale Sales Customer Experience Personalization

Digital Customer Service: Is Social Media the New Call Center?

Expivia

APRIL 29, 2021

People will always need a reassuring voice, and they’ll always feel the need to be heard. What Social Media Channels Do Customers Use? And if a business has a social media presence, it’s only natural that customers will try to reach out on social channels about their concerns and questions. And don’t worry. Be Proactive.

Call Center

Call Center Customer Service Best practices Contact Center

The importance of listening to customers during COVID-19

Eptica

APRIL 15, 2020

The Voice of the Customer has always been at the heart of creating a customer-centric business, but in rapidly changing and uncertain times fast, accurate insight, particularly using unstructured data , provides a guide to how to best meet consumer needs. Look at tools that can help you do three things: 1.

Surveys

Surveys Best practices Analytics Feedback

Using Voice Communication to Create Lasting Customer Impressions

aircall

JUNE 11, 2021

Voice communication is a powerful tool for persuading and influencing small business customers. Why Voice Communication Is Important. Voice is a vital element of every business. It seems simple, but other aspects of communication play a role in the clarity and effectiveness of voice messages. .

voip

voip APIs Call Center Telecommunications

Top 10 Auto Dialer Software in 2024 for Efficient Sales Teams

JustCall

APRIL 3, 2024

Provide exceptional service with on-screen scripts and call tagging. In this insightful blog, we explore the key advantages that make cloud telephony solutions a popular choice for SMBs seeking flexibility, scalability, and cost-effectiveness. They do this via their AI-powered platform that integrates all your conversation channels.

Sales

Sales CRM Scripts APIs

Using Web Components in a React Application

Nexmo

OCTOBER 7, 2020

In the <head> tag of publicindex.html file in the sample code, you will find: <!-- The steps below are a modified version and a quick overview of our making an in-app voice call tutorial to use our Web Components. Would really like to hear about it or any other comments and questions in our Community Slack Channel.

APIs

APIs Scripts Accountability

Three ways to help your employees become brand evangelists

Toister Performance Solutions

DECEMBER 2, 2021

In fact, if it wasn't for the name tag and the employees' offer to retrieve a pair of shoes in Sally's size, we might have easily mistaken the employee for another Dr. Martens fan. We have a dedicated channel just for this topic, and each submission is reviewed and responded to by a product manager. They just came in.

Customer advocacy

Customer advocacy Finance Customer centricity Sales

Customer Advocacy – A Term Changing the Dynamics of Marketing

ProProfs Blog

JANUARY 24, 2020

Customer advocacy is known as different things for different companies, such as brand advocacy and voice of the customer. . For example, the Cisco Champions Program in which advocates talked about Cisco and the brand offerings across their social media channels. So, their reviews are not just empty promotional blogs.

Customer advocacy

Customer advocacy Marketing Feedback B2B

How to Use Machine Learning to Analyze Support Tickets and Survey Responses

Mindtouch

AUGUST 22, 2018

It’s not always easy to get valuable insight from vast amounts of data, especially when it comes to the voice of customer feedback. When customers write in about their issues, machine learning algorithms tag comments by categories (“technical”, “refunds”, or “dashboard”, for example) in real-time.

Surveys

Surveys Feedback Self service Customer Support

Why customer service is key to building brand trust

Eptica

AUGUST 29, 2019

Ensure consistency and accuracy Whatever channel they are using, consumers want to be confident that the response they are receiving is accurate. This is particularly difficult on digital channels, such as email and chat, where agents don’t have the benefit of hearing or seeing the customer when interacting with them.

Customer Service

Customer Service Self service Best practices Chatbots

Caring for your customers during COVID-19

Eptica

APRIL 30, 2020

As my colleague Taoufik Massoussi discussed in a recent post, Voice of the Customer programmes must evolve so they focus on collecting and sharing actionable insight, rather than simply collecting data on Net Promoter Scores that won’t directly help meet immediate consumer needs.

Self service

Self service Best practices Morale Banking

Why 2019 is all about trust for brands and consumers

Eptica

JANUARY 16, 2019

And this begins with how you treat consumers and the customer service you offer: Do you deliver on your promises, responding quickly, efficiently and consistently across every channel to create meaningful conversations ? You might also be interested in these posts: Reviewing 2018 – our top 10 blog posts from the year.

Marketing

Marketing Metrics Service level Accountability

Use of Live Chat or Social Media for Customer Service: One More Way to Make or Break Your Brand!

Bill Quiseng

MARCH 7, 2016

We have all seen the word “viral” tagged to a personal story about bad customer service more often than a good one. I recently read that live chat has the highest satisfaction levels for any customer service channel, with 73%, compared with 61% for email and 44% for phone. According to J.D. https://customerfanatix.com.

Customer Service

Customer Service B2C Accountability Consulting

How Conversational AI is Revolutionizing Ecommerce

JustCall

AUGUST 8, 2023

You must also optimize the product tags and descriptions to continuously improve search relevance based on user behavior. Empower Store Workers with AI: Equip the Frontlines for Success Walmart, a multinational retailer, equips its in-store associates with a voice assistant, Ask Sam. Who is in the apparel department today?”

Chatbots

Chatbots Abandon rate Customer centricity Personalization

Improving the experience with actionable customer intelligence

Eptica

FEBRUARY 13, 2019

Author: Taoufik Massoussi - Product Manager & Head of AI One of the biggest challenges for Voice of the Customer (VoC) programs is ensuring that they deliver tangible ROI for a business. In this blog, I’m going to give a bit more details on how two customers in different industries have realized ROI on their investment.

Surveys

Surveys Feedback Metrics Best practices

Why closing the loop is vital to Voice of the Customer success

Eptica

AUGUST 7, 2019

Date: Wednesday, August 7, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why closing the loop is vital to Voice of the Customer success. Empower collaboration Many issues that appear through Voice of the Customer feedback span multiple teams. Empowering agility through AI-based Voice of the Customer programs.

Best practices

Best practices Feedback Metrics Customer centricity

Crafting an Unforgettable Brand Experience: Key Strategies for E-commerce Entrepreneurs

JivoChat

JUNE 29, 2023

In this blog post, we’ll delve into the key strategies that successful E-commerce entrepreneurs and key opinion leaders employ to create an unforgettable brand experience. You need to use the same tone of voice, visual style, and messaging across all channels and platforms.

Analytics

Analytics Chatbots Feedback Surveys

Using Business Text Messaging? Here’s Why You Should Be!

Quiq

FEBRUARY 17, 2022

But there’s one channel your customers are sure to notice: Their text messages. Go here to see how to use it to deliver an exceptional customer experience in this blog post > This facet also benefits your team. Live communication channels like voice and live chat can bog down your agents’ time. Voicemails ignored.

Chatbots

Chatbots Marketing Customer Support Wait times

5 Ways to Provide Superior Customer Experience to Millennials

Nicereply

OCTOBER 29, 2020

They know they have a voice and want to make sure that it is heard, stressing the importance of customized and real-time interactions through live chat software and other engagement tools that enable dynamic and predictive customer service. The millennials have also been instrumental in shaping the world as we know it.

Customer Experience

Customer Experience Chatbots Multichannel Self service

Can your customers trust you? GDPR and CX - six months on

Eptica

NOVEMBER 28, 2018

Thanks to the GDPR the vast majority of companies have now reviewed all of their processes around personal data, for example collecting all of the necessary permissions to contact customers through specific channels and documenting their policies and procedures. Share this page on: Tweet.

Best practices

Best practices APIs Personalization Analytics

5 ways of delivering CX reporting best practice

Eptica

OCTOBER 16, 2018

Part of our series on optimizing CX with Eptica, this blog post explains how reporting can power customer experience improvement , as well as giving you the ability to enhance productivity. Eptica’s centralized knowledge base enables brands to deliver consistent, accurate and up to the minute information across multiple channels.

Best practices

Best practices Average Handle Time Self service Contact Center

Optimizing your customer feedback strategy in 2023

Lumoa

FEBRUARY 28, 2023

They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder. However, a robust Voice of the Customer program also uses things like customer conversations, social media, and website behavior as inputs. Your customers are sharing their experiences online.

Feedback

Feedback Surveys Metrics Customer Experience

What were the top customer service trends of 2016?

Eptica

JANUARY 12, 2017

To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Find out what they are in this blog post. Customers want consistent and accurate information and answers from a brand, whichever channel they use to make contact.

Multichannel

Multichannel Customer Service Contact Center Benchmark

Why focusing on CX is key at times of change

Eptica

FEBRUARY 6, 2019

That means going beyond traditional Voice of the Customer (VoC) surveys, which only provide part of the picture and can take too long to deliver valuable insights. Reviewing 2018 – our top 10 blog posts from the year. You might also be interested in these posts: The 4 barriers to meaningful consumer conversations.

Automotive

Automotive Best practices Banking Customer emotions

The importance of trust to customer experience in 2019

Eptica

DECEMBER 5, 2018

In a previous blog we looked at the skills the agent of the future will need – in this post Eptica’s CEO, Olivier Njamfa shares his thoughts about the customer of the future. Consumers want responses and service now, as well as demanding that brand interactions are easy and take place on the channels they prefer to use.

Customer Experience

Customer Experience Best practices Advertising Chatbots

National Customer Service Week 2019: The 3 key factors behind successful customer service

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

Customer Service Customer centricity Multichannel Contact Center

Auto Dialer Software: What is Auto Dialer and When to Use it

JustCall

OCTOBER 22, 2020

It also leaves pre-recorded voice messages on behalf of the sales agents on entering the voice mailbox. Voice detection filters out abandoned calls and connects the agents to only the answered calls. Voice detection in the predictive dialer takes the agent to answered calls. In the meantime, ringing calls are set aside.

Real estate

Real estate CRM Banking Outbound sales

How the new Aircall-Salesforce integration powers up your business

aircall

JUNE 6, 2017

Here at Aircall, our mission is to add value to your voice channel by connecting our phone system to your essential business tools. Callers can use routing tools like interactive voice response (IVR) to reach the most appropriate agent. CTI also helps improve service and support.

Interactive Voice Response

Interactive Voice Response CRM First call resolution call center software

What is the Difference Between Customer Service and Customer Support

ProProfs Blog

DECEMBER 6, 2019

So, why would you tag your customer service department as customer support? Today, there are a large number of communication channels available to your customer through which they can get seek customer support services from a business. And don’t forget to channelize the power of social media.

Customer Support

Customer Support Customer Service Customer centricity Chatbots

Customer Engagement In Today’s Media-Driven World: A Guide

Feedback

DECEMBER 20, 2016

They have a voice, and more platforms than ever to make that voice heard. With so much data and content available, people looking to make a purchase decision can jump from one device to another and shift from one channel to another. Reply to @ mentions on Twitter and tagged posts on Facebook. Be active on social media.

Feedback

Feedback Management

5 Reasons Why Complaint Management Software is Important for Your Business

Wowdesk Blog

AUGUST 17, 2020

Every request has the attached time and date tag with it, so you will easily track the updates and their time. When a customer request gets allotted to any representative, how do you know it gets handled properly? . Using a complaint management system, it is possible to assign the request to any team member or an entire support team.

Management

Management Entertainment Feedback Accountability

How to Structure your Support Team

aircall

MARCH 6, 2018

A thoughtful and intuitive interactive voice response (IVR) will let your callers to direct themselves to a knowledgeable agent. CRM integrations with your chat tools, phone system, and email inbox will make cross-channel communications easier and provide agents with essential background information when fielding inquiries.

Interactive Voice Response

Interactive Voice Response Morale Construction Technical Support

How to Structure your Support Team

aircall

MARCH 6, 2018

A thoughtful and intuitive interactive voice response (IVR) will let your callers to direct themselves to a knowledgeable agent. CRM integrations with your chat tools, phone system, and email inbox will make cross-channel communications easier and provide agents with essential background information when fielding inquiries.

Interactive Voice Response

Interactive Voice Response Morale Construction Technical Support

6 Key Factors to Improve Customer Retention

aircall

JUNE 30, 2021

You can achieve this by expanding your content marketing capabilities, enhancing the customer experience across different channels, and investing in technologies that provide in-depth customer analytics. Social media channels allow businesses to interact directly with their audience. Build Better Customer Relationships .

Customer retention

Customer retention Customer advocacy Wait times Brand ambassadors

Sales Planning Best Practices

aircall

MARCH 17, 2021

You’ll glean information about the customer’s preferred communication channel, whether the process was timely, and whether they got their questions answered before finalizing the sale. . Call tags, after-call work, click-to-dial, and power dialing will enhance your call center productivity, as well. .

Best practices

Best practices Sales Contact center software Contact Center

A 360 Degree View of the Contact Center Floor: An Interview with Customer Service Operations Expert, Jenny Dempsey

Vistio

FEBRUARY 1, 2022

With over 16 years of building and leading customer service and experience teams, she is also the co-founder of a customer service blog, CustomerServiceLife.com. Kind of building these communication channels where they never existed before. Giving a voice to your agents can mean the world to them, I think.

Contact Center

Contact Center Customer Service Morale Engineering

Sales Team Training: Best Practices to Empower Your Sales Reps

aircall

FEBRUARY 1, 2021

If you have a virtual call center, or you use remote or distributed teams, use multiple communication channels over time to spread the word. . Robust voice calling features allow call center representatives to: Practice transferring sales calls, Place conference calls. Work with features like insight cards and call tagging.

Best practices

Best practices Sales Call Center Coaching

Transform one-on-one customer interactions: Build speech-capable order processing agents with AWS and generative AI

AWS Machine Learning

MARCH 15, 2024

Always put your response to the Human within the Response tags. Also add an XML tag to your output identifying the human intent.nHere are some examples:n H: hi there.nnA: Hi, how can I help you today?nnH: The valid intents are: Greeting,Place Order, Complain, Speak to Someone. n H: hellonnA: Hi, how can I help you today?

APIs

APIs Engineering Technology CRM

Voice of Customer Analytics: What, Why, and How to Do It

Lumoa

DECEMBER 15, 2022

Voice of Customer (VoC) is not a new concept. Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences. In This Article: What is Voice of Customer Analytics?

Analytics

Analytics Feedback Banking Surveys

4 Easy Steps for Building an Internal Knowledge Base

Comm100

NOVEMBER 5, 2020

Access to information is key to the success of any customer service team, whatever channel you use. Use this blog post to learn how to create an internal knowledge base in just four easy steps. Use key words and tags that your agents can use to pull content up quickly. Choose your knowledge base type. Gather your content.

Metrics

Metrics Customer Service Scripts Surveys

Build WebRTC Media Muscle

Spearline

AUGUST 24, 2022

In this blog we will learn how to watch for that swerve and build WebRTC media muscle by controlling the complaint and employing our best wrestling moves on the shifty. The tag-team. As we touched upon in the introduction, WebRTC media quality variables are a disparate tag-team composed of both the submissive and the slippery.

Transportation

Transportation Benchmark Engineering Contact Center

2019 in focus: our top 10 blog posts from the year

Overcoming the challenges to effective interaction recording

Trending Sources

2 Proven Ways to Boost Your Ecommerce Sales with Affiliate Marketing

The Ultimate Contact Channel Debate: Call vs. Live Chat

Digital Customer Service: Is Social Media the New Call Center?

The importance of listening to customers during COVID-19

Using Voice Communication to Create Lasting Customer Impressions

Top 10 Auto Dialer Software in 2024 for Efficient Sales Teams

Using Web Components in a React Application

Three ways to help your employees become brand evangelists

Customer Advocacy – A Term Changing the Dynamics of Marketing

How to Use Machine Learning to Analyze Support Tickets and Survey Responses

Why customer service is key to building brand trust

Caring for your customers during COVID-19

Why 2019 is all about trust for brands and consumers

Use of Live Chat or Social Media for Customer Service: One More Way to Make or Break Your Brand!

How Conversational AI is Revolutionizing Ecommerce

Improving the experience with actionable customer intelligence

Why closing the loop is vital to Voice of the Customer success

Crafting an Unforgettable Brand Experience: Key Strategies for E-commerce Entrepreneurs

Using Business Text Messaging? Here’s Why You Should Be!

5 Ways to Provide Superior Customer Experience to Millennials

Can your customers trust you? GDPR and CX - six months on

5 ways of delivering CX reporting best practice

Optimizing your customer feedback strategy in 2023

What were the top customer service trends of 2016?

Why focusing on CX is key at times of change

The importance of trust to customer experience in 2019

National Customer Service Week 2019: The 3 key factors behind successful customer service

Auto Dialer Software: What is Auto Dialer and When to Use it

How the new Aircall-Salesforce integration powers up your business

What is the Difference Between Customer Service and Customer Support

Customer Engagement In Today’s Media-Driven World: A Guide

5 Reasons Why Complaint Management Software is Important for Your Business

How to Structure your Support Team

How to Structure your Support Team

6 Key Factors to Improve Customer Retention

Sales Planning Best Practices

A 360 Degree View of the Contact Center Floor: An Interview with Customer Service Operations Expert, Jenny Dempsey

Sales Team Training: Best Practices to Empower Your Sales Reps

Transform one-on-one customer interactions: Build speech-capable order processing agents with AWS and generative AI

Voice of Customer Analytics: What, Why, and How to Do It

4 Easy Steps for Building an Internal Knowledge Base

Build WebRTC Media Muscle

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