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

C3Centricity

NOVEMBER 20, 2017

The first step is to identify the Category in which you are competing. In it, I summarised the very first step of Insight development like this: C = Category. Whenever you want to develop insight, the first task is to decide on the category you want to study. What is the category definition you are currently using? .

Customer centricity 67

Customer centricity Marketing 67

Eptica

JULY 14, 2023

The 6 benefits of chatbots for housing associations Automating and digitising CX in financial services Categorie(s): Market Trends Everyone knows about the abilities of ChatGPT and other generative AI engines – but what does it mean for customer service?

Chatbots 105

Chatbots Engineering Marketing Customer Service 105

Beyond Philosophy

SEPTEMBER 14, 2023

These programs have been around for 30 years or so and are in widespread use for areas like propensity models or trend predictions. Personalized Customer Journeys: Kihlstrom says this AI doubles down on all the above categories. However, the other categories are types of automation that we almost take for granted now.

Self service 221

Self service Analytics Personalization Consulting 221

ClientSuccess

MARCH 20, 2019

In this blog, I will cover the 4 high-level categories of customer success metrics. These categories were developed by 100 of the top customer success leaders during a session at the CS100 Summit —the number one leadership conference for customer success leaders. 4 High-Level Categories of Customer Success Metrics.

Metrics 61

Metrics SaaS Customer advocacy Marketing 61

delighted

JUNE 3, 2021

Which of the pandemic trends will stick? And with the effects of the pandemic likely to stretch beyond the near future, this trend is unlikely to change. And with the effects of the pandemic likely to stretch beyond the near future, this trend is unlikely to change. Social commerce: The next big trend.

Advertising 101

Advertising Entertainment Sales Personalization 101

Lumoa

AUGUST 5, 2022

The significant rise in prices has caused a major shift in not only consumer sentiment, but also in the actual purchase behavior of customers, and with it, all other major retail trends. Determine the Feedback Trends. This will allow you to analyze raw historic data and unveil prior trends that can be used currently.

Feedback 83

Feedback Marketing Metrics Benchmark 83

Eptica

JANUARY 6, 2023

Categorie(s): Trends and Markets Best Practice 2023 promises to be a challenging year economically, directly impact customer service teams. Tags: Customer Service Categories: Trends and Markets, Best Practice. Share this page on: Tweet. Seven ways to tackle call abandonment in the contact centre.

Customer Service 124

Customer Service Best practices Chatbots Marketing 124

Eptica

NOVEMBER 24, 2022

Categorie(s): Trends & Markets Increasingly contact centres are migrating to the cloud for the ability it gives them to deploy new technology, faster and with greater ease. Tags: Cloud Contact Centres Categories: Trends & Markets. Share this page on: Tweet. 3 key CX gaps between companies and their customers.

Cloud contact 126

Cloud contact Best practices Banking Technology 126

ChurnZero

JANUARY 4, 2024

“With most companies under pressure to do more with less, customer success teams will have to specialize in one of two categories,” predicts LeanScale CEO and co-founder Anthony Enrico. Stay ahead of 2024’s customer success trends, challenges and opportunities.

Chief Customer Officer 52

Chief Customer Officer SaaS Best practices Journey mapping 52

ThriveableBiz

SEPTEMBER 15, 2021

Understanding ever-changing Customer Trends can shape your business future. Hint: it's to do with our future challenge beyond Covid-19, and an opportunity for any size business, in just about any category. Where Do We Get the Customer Trends? Let's start with the biggest. A big number and a big question! So it’s game on!

Government 52

Government Healthcare Marketing Consulting 52

Eptica

SEPTEMBER 12, 2022

Categorie(s): Market Trends Best Practice As housing association tenants increasingly embrace digital channels, AI-powered chatbots provide a new way of engaging with customers and meeting their needs. Tags: Chatbots, Housing Associations Categories: Market Trends, Best Practice. Share this page on: Tweet.

Chatbots 125

Chatbots Best practices Marketing Management 125

Totango

DECEMBER 16, 2020

Keeping up with new trends in customer success can help you promote repeat business and prevent customer churn. Here are four of the latest trends you need to know about: Automating customer success with out-of-the-box templates. Read on to learn how these important new trends in customer success can help you retain more customers.

Journey mapping 71

Journey mapping Best practices Accountability Big data 71

Win the Customer

MARCH 14, 2016

In the past few years, the number of apps tied to shopping has grown exponentially — so exponentially in fact that Apple has released a new shopping category in November 2015. This new category now provides more focus on apps that were once included in the less than focused and very crowded Lifestyle category.

Marketing 104

Marketing Sales Analytics Customer Service 104

Eptica

FEBRUARY 14, 2022

Categorie(s): Trends & Markets Best Practice The pandemic has fast-tracked digital into every aspect of our lives, meaning companies that aren’t reshaping their CX approach are going to get left behind. Tags: Customer Experience Transformation Categories: Trends & Markets, Best Practice. Share this page on: Tweet.

Customer Experience 133

Customer Experience Best practices Self service Marketing 133

Maru Group

FEBRUARY 15, 2021

With all the buzz around meal kits in a time of increased at-home cooking, and with so little known about how consumers feel, behave, and think about meal kits, we explored some current trends and sentiments toward the meal kit space. The specific nature of this mindset suggests a limit to the appeal of meal kits.

Construction 52

Construction Marketing Education Surveys 52

Eptica

JUNE 15, 2022

Categorie(s): Trends & Markets What’s driving customer facing technology investment in local councils? Tags: Local Government Categories: Trends & Markets. Share this page on: Tweet. You might also be interested in these posts: 3 key CX gaps between companies and their customers.

Technology 126

Technology Government Banking Marketing 126

delighted

NOVEMBER 19, 2021

This post contains key demographic takeaways from our 2021 Omnichannel Consumer Trends study. . As US retail recovers from the shock of the last of the two years, we explore what this means for retail and look into the question: which of the pandemic trends will stick? Other shopping trends found from the study.

Advertising 52

Advertising Surveys Consulting Consulting 52

Eptica

APRIL 11, 2022

Categorie(s): Trends & Markets Delivering the right customer experience in financial services has never been more vital – or more difficult. Tags: Financial Services Customer Experience Categories: Trends & Markets. Share this page on: Tweet. Why so many contact centres are turning to Microsoft Teams (Video).

Banking 120

Banking Customer Service Marketing Customer Experience 120

Eptica

JUNE 10, 2022

Categorie(s): Trends & Markets Understanding the customer is the start point of delivering excellence in customer service. Tags: channel choice, contact centre, self-service Categories: Trends & Markets. Share this page on: Tweet. How are banks meeting changing customer service needs?

Banking 120

Banking Self service Marketing Technology 120

Eptica

NOVEMBER 11, 2021

Categorie(s): Trends & Markets Best Practice The past eighteen months have created enormous challenges for organisations in general, and customer service in particular. Tags: Institute of Customer Service, contact centre, Customer experience, Hybrid Working Categories: Trends & Markets, Best Practice.

Customer Service 125

Customer Service Best practices Marketing Management 125

Eptica

JANUARY 9, 2022

Categorie(s): Trends & Markets As we enter the New Year, now’s the time to take stock of opportunities, challenges, and developments for the future. Tags: top CX blog posts, FCR, agent wellbeing, Cloud Contact Centre Categories: Trends & Markets. Share this page on: Tweet.

Customer Service 123

Customer Service Cloud contact Marketing Management 123

Eptica

FEBRUARY 7, 2022

Read the full article and watch the video here: Tags: contact centres, Microsoft Teams Categories: Trends & Markets. 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. The three areas to focus on to empower your agents.

Marketing 121

Marketing Management Customer Experience Customer Service 121

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

NOVEMBER 4, 2021

Categorie(s): Trends & Markets As contact centres increasingly switch to Microsoft Teams, they need to deliver key functionality, such as call recording via the platform. 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

JANUARY 31, 2022

Categorie(s): Best Practice Trends & Markets Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience. Share this page on: Tweet. Why so many contact centres are turning to Microsoft Teams (Video).

Agent Empowerment 111

Agent Empowerment Best practices Self service Marketing 111

ProProfs Blog

APRIL 15, 2020

But how about updating yourself with those that are trending right now and that worked for us at ProProfs to boost our productivity. . Do not answer to the non-urgent emails and if anything, create a separate category for them to be found there and not in the main inbox. 1 What is Email Management?

Management 103

Management Best practices Personalization Feedback 103

Eptica

MARCH 12, 2021

4 key trends from the 2021 ICS UK Customer Satisfaction Index. Categorie(s): Trends & Markets Today’s consumers are increasingly demanding when it comes to customer service, particularly around digital, omnichannel and mobile. Share this page on: Tweet. Preparing for the hybrid contact centre.

Marketing 120

Marketing Technology Customer Service Management 120

Eptica

JULY 16, 2021

Categorie(s): Best Practice Trends & Markets Embracing the cloud delivers major benefits for contact centres in terms of efficiency and flexibility. Tags: Cloud Contact Centre, Switching to the cloud Categories: Best Practice, Trends & Markets. Share this page on: Tweet.

Cloud contact 127

Cloud contact Best practices Marketing Management 127

Eptica

JUNE 7, 2021

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. Tags: Hybrid Working, Contact Centre Culture, collaboration Categories: Trends & Markets, Best Practice.

Management 127

Management Best practices Marketing Technology 127

Eptica

MAY 21, 2021

Categorie(s): Trends & Markets Research has found that over 90% of contact centre agents will change jobs in 2021. Tags: Hybrid Workplace, contact centres Categories: Trends & Markets. Share this page on: Tweet. You might also be interested in these posts: Successfully embracing AI for customer service.

Marketing 125

Marketing Management Customer Service 125

Eptica

OCTOBER 8, 2021

Categorie(s): Best Practice Trends & Markets From fuel shortages to freak weather events, businesses are facing a range of disruptions caused by factors outside their control. Tags: Agile customer service Categories: Best Practice, Trends & Markets. Share this page on: Tweet. Here’s what to consider.

Customer Service 120

Customer Service Best practices Engineering Accountability 120

Noble Systems

JANUARY 30, 2019

Many of the 2019 trends indicate a “back to basics” approach with an emphasis on the ultimate goal for contact centers — to foster meaningful connections with consumers. To this end, we have grouped the top contact center trends for 2019 into these three categories: human, effortless and transformative. Learn more.

Contact Center 59

Contact Center Gamification Analytics Average Handle Time 59

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. Published on: October 02, 2020. Share this page on: Tweet.

Customer Experience 127

Customer Experience Marketing Customer Service Management 127

Eptica

JULY 22, 2022

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. Tags: contact centre, Sustainability Categories: Market Trends. Share this page on: Tweet. 3 key CX gaps between companies and their customers.

Self service 93

Self service Marketing Technology Management 93

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

SEPTEMBER 17, 2021

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

Marketing 112

Marketing Management Customer Service 112