Eptica

JANUARY 15, 2020

Date: Wednesday, January 15, 2020 Author: Steve Nattress 4 ways to differentiate with superior email customer service. Author: Steve Nattress In a multichannel world neglecting email for customer service risks both satisfaction and revenues. Taking stock of customer service in 2019.

Customer Service 99

Customer Service Multichannel Best practices Analytics 99

ShepHyken

AUGUST 15, 2016

Each week I read a number of customer service articles from various online resources. Will Chatbots and AI Replace Federal Customer Service Reps? 4 Tips for Delivering a Richer Customer Experience by Tara Sporrer. 6 Must-Dos for Best-In-Class Social Media Customer Service by Sara O’Keefe .

Customer Service 174

Customer Service Chatbots Multichannel Customer Care 174

VocalCom

DECEMBER 3, 2018

At the heart of such engagement lies feedback—the more you listen to them and consider their advice, the more engaged and content they will be. Ask them for direct feedback. Very often, employees understand customer preferences better than a company’s executive board. It’s one thing to ask employees for feedback.

Feedback 48

Feedback Customer Service Contact center software Scripts 48

Inbenta

MAY 7, 2021

Most customers are willing to spend more with businesses that respond fast – but 62 % of companies don’t respond to customer service emails at all! While customers appreciate politeness, knowledge of the product, and the ability to resolve issues – a quick response is prized above all. What are your customers’ needs?

Customer Service 116

Customer Service Interactive Voice Response voip Multichannel 116

Call Experts

OCTOBER 5, 2023

Ultimately, a well-managed contact center can be the lifeline of your customer service operations. It bridges your business and customers, handling inquiries, resolving issues, and building lasting relationships. TrueList explains that the worldwide market for answering services will reach $496 billion before 2027.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Help Scout

SEPTEMBER 14, 2021

With access to fewer resources and generally leaner teams, small businesses need to be more creative and tactful in their approach to customer service. Armed with those insights and learnings, you should be able to get started on — or refine — your own customer service program to start delivering consistently exceptional support.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

aircall

JUNE 9, 2021

Multiple studies, articles, and experts highlight the importance of delivering excellent customer service. Choosing the most effective customer service channels is a good way to start. Customer expectations are higher than ever before: 54% of customers have higher expectations in 2021 than they did in 2020.

Customer Service 62

Customer Service Multichannel Self service Customer Support 62

OctopusTech

DECEMBER 21, 2023

Here’s how Customer Service Outsourcing can lead to substantial savings: Reduced Infrastructure Costs Maintaining an in-house call center requires significant investments in infrastructure, including office space, equipment, and technology. Cost-effectiveness is a primary driver for businesses considering call center outsourcing.

outsourcing 62

outsourcing Call Center Multichannel call center professionals 62

Call Experts

APRIL 8, 2024

Ultimately, a well-managed contact center can be the lifeline of your customer service operations. It bridges your business and customers, handling inquiries, resolving issues, and building lasting relationships. TrueList explains that the worldwide market for answering services will reach $496 billion before 2027.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? 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. How can companies make the switch to digital and thrive in a multichannel world?

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. This leads to issues for companies – they only have finite resources and want to provide a good service to all consumers, across all channels, but the sheer volume of interactions can be overwhelming. Published on: November 02, 2016.

Customer Service 71

Customer Service Multichannel Self service Contact Center 71

CSM Magazine

APRIL 19, 2024

Gathering Customer Information A key feature of CX software is its capacity to gather customer data at various touchpoints throughout the customer journey. This thorough understanding enables companies to provide customized experiences that resonate with their customers, ultimately strengthening relationships overall.

Multichannel 59

Multichannel Metrics Analytics Feedback 59

Hodusoft

MARCH 6, 2024

E-commerce Customer Support: How BPO Can Elevate Your Service Experience Are you an e-commerce business struggling to provide seamless and efficient customer support services? Primarily, the success of e-commerce or any customer service-related company is measured through increased customer satisfaction and loyalty.

Customer Support 52

Customer Support Contact center software Business Process Outsourcing Interactive Voice Response 52

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Author: Derek Lewis Many organizations are embracing digital transformation , making investments to enhance the customer experience they deliver on these digital channels, such as email, chat, the web and social media.

Customer Service 75

Customer Service Multichannel Self service Surveys 75

Kayako

MARCH 29, 2019

Customer service and experience have taken on a growing urgency for businesses large and small. Offering customers out-of-this-world customer experience is one of the most effective ways today’s businesses can set themselves apart and inspire loyalty and brand love from their customers. Set the Right Expectations.

Customer Service 59

Customer Service Average Handle Time Multichannel Customer Support 59

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. What Is Omnichannel Customer Experience?

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

VocalCom

JUNE 10, 2019

Asking for customer feedback is a standard practice these days. Most often, customers receive quick surveys following a service interaction or purchase. But just what is the value of customer feedback in the long term? Here are six key benefits of customer feedback for your brand.

Feedback 48

Feedback Contact center software Customer centricity Surveys 48

Eptica

JUNE 3, 2020

You might also be interested in these posts: The impact of knowledge on current customer satisfaction. Customer service: why you can learn from the classics. Are banks building trust through customer service excellence? Share this page on: Tweet.

Multichannel 79

Multichannel Best practices Banking Feedback 79

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Author: Anne-Merete Jensen We’re now coming to the end of National Customer Service Week , which highlights the vital importance of customer service to businesses and puts the spotlight on the great work done by those in this sector.

Customer Service 71

Customer Service Multichannel Contact Center Best practices 71

ProProfs Blog

MARCH 1, 2019

No company can afford to ignore the growing significance of customer support in times of today. Your competitors go from post to pillar to get hold of your customers. Customers prefer brands that delight them with excellent customer service and faster issue resolution. Check out her insights into customer support.

Journey mapping 60

Journey mapping Customer Service Customer centricity Multichannel 60

Playvox

JULY 14, 2023

The quality of customer service and support can also have an impact on the productivity of a contact center. A more productive contact center will have shorter wait times and higher First Contact Resolution rates, usually leading to increased customer satisfaction. What is the occupancy rate?

Contact Center 74

Contact Center Coaching Schedule adherence Abandon rate 74

Eptica

SEPTEMBER 3, 2015

Date: Thursday, September 3, 2015 Meeting the customer service needs of APAC millennials. Be multichannel While millennials are extremely active on social media, they don’t want to receive service exclusively through the likes of Twitter and Facebook. Published on: September 03, 2015. Share this page on: Tweet.

Multichannel 59

Multichannel Customer Service Morale Self service 59

TeleDirect

MAY 2, 2023

Call Center: Understanding the Key Differences If you want to up your customer service game, the key is keeping in contact with your customers. Call center services can do this for you — but you might be able to go even bigger. What do our customers need? Don’t ignore feedback.

Call Center 62

Call Center Contact Center Multichannel outsourcing 62

Eptica

AUGUST 4, 2016

Date: Friday, August 5, 2016 7 ways to harness chat for improved customer service. Author: Gokcen Onur Chat is amongst the fastest growing channels for customer service. There are many options for those companies looking to implement chat as part of their multichannel customer service infrastructure.

Customer Service 50

Customer Service Multichannel Technical Support Wait times 50

ijgolding

JULY 18, 2018

I am therefore very excited to be able to share the news that Incite Group’s Customer Service & Experience Summit Europe (18-19 Sept) comes to London for the first time. So, after 8 years of successful meetings in the US, why are they bringing the event to London and does Europe really need a customer service event?

Customer Service 49

Customer Service Customer Experience Multichannel Customer Care 49

GetFeedback

SEPTEMBER 5, 2018

Successful brands are always looking at creative, new ways to engage with their customers. One of these methods was the multichannel approach , which helped create seamless customer touchpoints that connected with customers on their preferred channel. How omnichannel feedback fuels better customer experience.

Multichannel 60

Multichannel Feedback Customer centricity Accountability 60

Hodusoft

JUNE 21, 2023

If yes, then you must know everything about call centers starting from all call center systems to how to select the best call center software and customer service agents. The people who answer incoming calls or make outgoing calls are known as customer service representatives.

Call Center 52

Call Center call center software Interactive Voice Response Multichannel 52

Upstream Works

NOVEMBER 24, 2021

Contact centers that embrace a strategic focus on the customer experience (CX) will follow a different evolution path than those who stay the course with a conventional approach to customer service. Customers have many touchpoints with an organization. Provide Timely Customer Feedback.

Brand ambassadors 78

Brand ambassadors Contact Center Call Center Multichannel 78

Eptica

JULY 29, 2016

Date: Friday, July 29, 2016 The importance of the Knowledge Manager to customer service success. 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.

Management 50

Management Customer Service Multichannel Best practices 50

SharpenCX

JANUARY 15, 2020

What about the examples of good customer service and the success stories of leaders and employees who ban together to deliver outstanding experiences? Airlines typically take the cake when it comes to dread-worthy customer service. They know the difference between multichannel and omnichannel.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

VocalCom

FEBRUARY 27, 2018

Many brands believe that chatbots are key to modernizing customer service. It’s still an early stage for chatbots within the domain of customer experience, and companies need to use them prudently. Here are five tips for optimizing the use of chatbots in your customer service strategy.

Chatbots 90

Chatbots Customer Service Airlines Contact center software 90

OctopusTech

NOVEMBER 15, 2020

So, with a growing demand for e-games, it is becoming important to get help via Customer Support Services on time. Thus, most of the gaming platforms are hiring Customer Service Outsourcing services for customer support to retain more paying customers. Five Principles of Successful Customer Support.

Customer Support 62

Customer Support outsourcing Multi-channel support Multichannel 62

Hodusoft

MARCH 13, 2024

BPO contact centers operate around the clock, ensuring 24/7 availability for customer queries. This constant availability caters to the global nature of financial services and accommodates diverse time zones. Multichannel Support Gone are the days when customers preferred to contact a bank or financial institution using audio calls.

Contact Center 52

Contact Center Customer Support Contact center software outsourcing 52

Eptica

AUGUST 5, 2016

Date: Friday, August 12, 2016 Delivering the benefits of knowledge management in customer service. Domestic & General With more than 7 million UK customers, Domestic & General is the UK’s leading warranty specialist. Customer service is handled by 1,400 agents in three contact centers.

Management 48

Management Customer Service Multichannel Contact Center 48

Babelforce

OCTOBER 24, 2023

Customer satisfaction, also known as CSat, is a measure of how satisfied customers are with the products or services offered by a company. It is a key metric businesses used to understand and improve customer experience. It means you can adjust and improve based on real feedback from your customers.

Metrics 52

Metrics Multichannel Wait times Contact Center 52

OctopusTech

MAY 8, 2021

Thus, the easiest way to manage a quantum of customer queries is Customer Service Outsourcing to a reliable BPO. To offer top-notch CX in high-demand seasons, businesses must ensure that they have a dedicated team for customer support. Plan to use customer feedback to improve upcoming peak season.

outsourcing 118

outsourcing Customer Support Multichannel Chatbots 118