Eptica

JANUARY 24, 2022

Date: Monday, January 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Four key considerations for customer self-service success. Author: Pauline Ashenden - Demand Generation Manager The average customer today is more digital-savvy than ever and is happy to find answers to routine customer service questions themselves.

Self service 125

Self service Best practices Analytics Customer Service 125

IdeasUnlimited

FEBRUARY 14, 2024

In the dynamic and ever-evolving digital landscape, the online presence of a business has become a cornerstone of success. The internet serves as a vast marketplace where consumers explore, engage, and make informed decisions about products and services.

Marketing 98

Marketing Engineering industry standards Advertising 98

Zappix

MARCH 13, 2024

EIN PRESSWIRE ) March 13, 2024 Zappix , a leading AI-Powered Digital Engagement Platform provider, has been named one of the “Most Promising Utilities Tech Solutions Providers 2024” by CIO Review. Zappix combines innovative technology and best CX practices to reshape customer engagement in the utility sector. BURLINGTON, MASS. (

Self service 52

Self service Interactive Voice Response Analytics CRM 52

TechSee

MARCH 16, 2023

As the leader in computer vision solutions for the service industry, we at TechSee work with large organizations to help them utilize AI to automate service for their products. VI Studio uses a sampling of images labeled and tagged by humans to train computer vision AI models.

APIs 109

APIs CRM Technology Sales 109

CCNG

DECEMBER 20, 2023

The promise of AI and RPA to solve service issues and reduce labor costs is gradually becoming a reality. Similarly, RPA has proved valuable in automating routine tasks, improving service delivery, and increasing efficiency. They can be used to answer customer questions, provide support, and even sell products.

Call Center 195

Call Center Chatbots CCNG Technology 195

Eptica

MARCH 11, 2022

Date: Friday, March 11, 2022 Author: Pauline Ashenden - Demand Generation Manager Overcoming the challenges to customer service quality. You might also be interested in these posts: Getting customer service right on Mother’s Day. How a unified agent desktop empowers your advisors and better engages customers.

Customer Service 126

Customer Service Best practices Management Customer Experience 126

Eptica

APRIL 11, 2022

Date: Monday, April 11, 2022 Author: Pauline Ashenden - Demand Generation Manager How are banks meeting changing customer service needs? Author: Pauline Ashenden - Demand Generation Manager Delivering the right customer experience in financial services has never been more vital – or more difficult.

Banking 120

Banking Customer Service Marketing Customer Experience 120

Playvox

OCTOBER 4, 2022

While tagging customer interactions might seem like a small part of your operations, it’s actually a vital component of running a productive contact center. Consistently tagging your customer support interactions in Zendesk — or any chat software — should be a top priority. Creating a Zendesk Tagging Strategy.

Feedback 87

Feedback Contact Center Metrics Surveys 87

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

JUNE 10, 2022

Date: Friday, June 10, 2022 Author: Pauline Ashenden - Demand Generation Manager 3 key CX gaps between companies and their customers. Author: Pauline Ashenden - Demand Generation Manager Understanding the customer is the start point of delivering excellence in customer service. Published on: June 10, 2022.

Banking 120

Banking Self service Marketing Technology 120

Eptica

MARCH 12, 2021

Date: Friday, March 12, 2021 Author: Pauline Ashenden - Demand Generation Manager 3 areas to focus on to meet changing customer needs. Author: Pauline Ashenden - Demand Generation Manager Today’s consumers are increasingly demanding when it comes to customer service, particularly around digital, omnichannel and mobile.

Marketing 120

Marketing Technology Customer Service Management 120

Eptica

JULY 29, 2022

Date: Friday, July 29, 2022 Author: Pauline Ashenden - Demand Generation Manager Automating and digitising CX in financial services. 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.

B2B 77

B2B Marketing Technology Customer Service 77

Eptica

MARCH 18, 2022

Date: Friday, March 18, 2022 Author: Pauline Ashenden - Demand Generation Manager Getting customer service right on Mother’s Day. To help customer service teams ahead of Mother’s Day 2022 on 27 March our latest blog shares key best practice advice. Published on: March 18, 2022. Share this page on: Tweet.

Customer Service 122

Customer Service Best practices Management Customer Experience 122

AWS Machine Learning

MARCH 25, 2024

Amazon Transcribe is an AWS service that allows customers to convert speech to text in either batch or streaming mode. Amazon Transcribe can be used for transcription of customer care calls, multiparty conference calls, and voicemail messages, as well as subtitle generation for recorded and live videos, to name just a few examples.

Best practices 82

Best practices APIs Transportation Personalization 82

Eptica

JANUARY 31, 2022

Author: Pauline Ashenden - Demand Generation Manager Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience. Four key considerations for customer self-service success. Published on: January 31, 2022.

Agent Empowerment 111

Agent Empowerment Best practices Self service Marketing 111

Eptica

AUGUST 19, 2022

Author: Pauline Ashenden - Demand Generation Manager Customers want their queries answered accurately without having to make contact more than once. That makes achieving high First Contact Resolution (FCR) rates vital to the overall customer experience. 6 ways of delivering excellent B2B customer service.

Best practices 106

Best practices B2B Metrics Management 106

Eptica

FEBRUARY 7, 2022

Read the full article and watch the video here: Tags: contact centres, Microsoft Teams Categories: Trends & Markets. You might also be interested in these posts: 5 factors that are driving the need for better digital customer experience. Highlights from our customer service blog in 2021. Share this page on: Tweet.

Marketing 121

Marketing Management Customer Experience Customer Service 121

Playvox

SEPTEMBER 14, 2022

That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers. To take control, you’ve got to understand customer sentiment — how customers feel about your product or service.

Feedback 79

Feedback Surveys Contact Center Engineering 79

Playvox

OCTOBER 20, 2023

In face-to-face interactions with customers, you have the advantage of observing eye contact, tone of voice, body language, and other cues that go along with their spoken words. For example, does “it works fine” and “customer support was ok” mean customers are happy, upset, or indifferent? What is Customer Sentiment Analysis?

Contact Center 82

Contact Center Coaching Feedback Surveys 82

TeamSupport

MAY 2, 2022

What makes customer support software great? These solutions require more than just dedicated customer support teams – without the necessary features, a ticketing software solution is hampering your efforts. Ticketing software goes far beyond just addressing customer issues, it forms the backbone of customer support operations.

Chatbots 98

Chatbots Customer Support Service level Management 98

Peter Lavers

JULY 24, 2020

B2B consolidation – your customers are changing. Your best clients pre-COVID won’t necessarily remain so; what were previously 3 medium sized customers in the past could well merge and become a key account in the coming months. Digital transformation – oh, no not those words again!

B2B 130

B2B Accountability Marketing Sales 130

Beyond Philosophy

AUGUST 7, 2021

It all started with Apple’s Air Tags. This episode explains what Halo Effects are, how they influence customers, and what you should do about it moving forward. Key Ideas to Improve your Customer Experience. Customer Experience Information & Resources. What was so special about these? Complete this short survey.

Consulting 150

Consulting Consulting Surveys Customer Experience 150

CSM Magazine

APRIL 15, 2024

Diving into SEO represents not just a savvy allocation of your digital marketing funds but also the most cost-effective strategy for startups eager to secure long-lasting outcomes. SEO minimizes wastage and maximizes impact by targeting users who are actively searching for your products or services online.

Engineering 52

Engineering Marketing Best practices Enterprise 52

AWS Machine Learning

JUNE 24, 2022

In a previous post , we talked about analyzing and tagging assets stored in Veeva Vault PromoMats using Amazon AI services and the Veeva Vault Platform’s APIs. The post discusses the overall architecture, the steps to deploy a solution and dashboard, and a use case of asset metadata tagging.

APIs 72

APIs Healthcare SaaS Engineering 72

Eptica

JULY 1, 2022

Date: Friday, July 1, 2022 Author: Pauline Ashenden - Demand Generation Manager 6 ways of delivering excellent B2B customer service. Author: Pauline Ashenden - Demand Generation Manager The standard of business-to-business (B2B) customer service delivered by companies is central to retaining and growing clients and revenues.

B2B 71

B2B B2C Customer Service Best practices 71

Expivia

APRIL 29, 2021

Everything seems to be more digital nowadays. Customers aren’t as comfortable with picking up the phone as they are with sending an email. Contact centers should embrace digital customer service, and use best practices to take care of customers over the internet. Over-the-phone customer service isn’t dead.

Call Center 90

Call Center Customer Service Best practices Contact Center 90

Eptica

JULY 8, 2022

Author: Pauline Ashenden - Demand Generation Manager Knowledge is now more important than ever for effectively dealing with customers’ queries in the contact centre. Creating a framework for digital transformation. 6 ways of delivering excellent B2B customer service. Published on: July 08, 2022.

Management 71

Management Best practices B2B Customer Service 71

ShepHyken

APRIL 27, 2018

This week we feature an article by Seema Nair who writes about the importance of tailoring your e-commerce site to give your customers the best experience. The best customer service is invisible. An e-commerce site always needs to be tweaked and fine-tuned to align with ever-evolving business needs and customer expectations.

Enterprise 205

Enterprise Feedback Personalization Sales 205

CSM Magazine

JULY 3, 2023

In today’s digital age, search engine optimization (SEO) is crucial for businesses to enhance their online visibility and drive customer engagement. By implementing effective SEO strategies, you can improve your website’s search engine rankings, attract quality traffic, and increase customer interactions.

Engineering 98

Engineering 98

Joe Rawlinson

AUGUST 12, 2022

We’ll cover these four lead generation techniques to optimize your social media marketing efforts, including your overall digital marketing strategies. Potential customers want to know the value they can get for giving up their details to you. If the photo tags are from your shop, users will land on the product details on Facebook.

Marketing 78

Marketing Advertising Coaching Consulting 78

ShepHyken

MARCH 10, 2017

This week on our Friends on Friday guest blog post my colleague, Steven Macdonald, shares the results of a study examining how companies around the world respond to customer service requests. The results from the study revealed an alarming picture of how companies ignore some of the most fundamental best practices in customer service.

Customer Service 221

Customer Service Technical Support Benchmark Best practices 221

SharpenCX

JANUARY 6, 2021

They ditched old methods and moved faster, for the sake of employees and customers. In fact, Gartner found that 69% of boards plan to accelerate digital business initiatives in response to COVID. And in 2020, some 27% of companies reported improvements in the quality of their customer service, up from only 14% in 2019.

Call Center 67

Call Center Coaching Abandon rate Contact Center 67

Eptica

JANUARY 24, 2020

Date: Friday, January 24, 2020 Author: Tom Walmsley - Business Development Manager 3 customer churn symptoms and cures. However, despite the focus on big picture CX, the reasons why customers leave a brand are often subtle and can even be the result of an overzealous desire to attract, engage and delight. as well as feedback surveys.

Self service 106

Self service Best practices Surveys Feedback 106

Comm100

SEPTEMBER 13, 2021

Digital transformation is by no means a recent trend. However, the past couple of years has seen its importance within customer service skyrocket as companies adopted new technologies to stay connected during the pandemic. What is Digital Transformation? Meeting customers’ digital expectations.

Customer Service 89

Customer Service Construction Technology Benchmark 89

JivoChat

MAY 3, 2023

They rely on digital tools and devices for most of their daily routines. This cuts across various activities, including hiring a professional custom writing service for their assignments. Lastly, they are more likely to develop brand loyalty and stick with your products and services in the long run.

Advertising 75

Advertising Marketing Accountability Sales 75

AWS Machine Learning

OCTOBER 25, 2022

In this post, we show how you can deploy OpenFold models on Amazon Elastic Kubernetes Service (Amazon EKS) and how to scale the EKS clusters to drastically reduce MSA computation and protein structure inference times. Amazon EKS is a managed container service to run and scale Kubernetes applications on AWS.

APIs 76

APIs Scripts Banking Engineering 76

TechSee

JULY 31, 2019

Using Deep Learning models, machines can now accurately identify and classify objects from within digital images and then react to what they “see.” Customer Experience – the Killer App. Computer Vision can be a force multiplier in retail, providing valuable insights into customer behavior and aiding both upselling and cross selling.

Automotive 149

Automotive Healthcare Self service Transportation 149