InMoment XI

FEBRUARY 3, 2022

We’ve spent a lot of time on the InMoment blog discussing the importance of a seamless experience. It doesn’t matter what channel or touchpoint, your customers and employees should have a sense of consistency every time they interact with your brand. Tip #1: Seamless and Efficient Experiences Are a Must.

Employee Experience 529

Employee Experience Brands Social Media Customer Experience 529

Eptica

DECEMBER 3, 2020

Date: Thursday, December 3, 2020 Author: Pauline Ashenden - Demand Generation Manager Contact centre predictions to watch for in 2021. Author: Pauline Ashenden - Demand Generation Manager As contact centres come to terms with the disruption caused by COVID-19, what are the trends to focus on in 2021? Published on: December 03, 2020.

2021 72

2021 2020 Blog Technology 72

Upstream Works

NOVEMBER 19, 2020

The below three drivers of CX success will help to keep customer loyalty strong as we move into 2021. A distributed workforce at scale will be viewed as the norm going into 2021. The more data you have about your customer, the more opportunity you have to provide a great customer experience during every interaction.

2021 78

2021 Average Handle Time Contact Center E Commerce 78

Beyond Philosophy

JANUARY 23, 2021

In other words, there is no one thing, but many things that you should do to improve your Customer Experience in 2021. In this episode, we discuss the problem with seeking a silver-bullet solution for your Customer Experience problems, where this problem originates, and how you can avoid making that mistake in 2021. How can we help?

2021 89

2021 White Paper Customer Experience Consulting 89

ShepHyken

DECEMBER 13, 2021

And, in the next 12-18 months you’re going to start interacting with IVA’s (Intelligent Virtual Assistants), and you may find it difficult to distinguish the AI/Digital voice experience from the human experience. In this case, it’s Jeff Steen sharing his thoughts on a Seth Godin blog post. brands of 2021 based on shopper sentiment.

2021 76

2021 Article Customer Service Social Media 76

Kitewheel

JANUARY 25, 2021

How can businesses set themselves up for success in Q1 2021 and beyond? In this blog, we lay out our 2021 trends based on years of experience in the customer journey space. Four Predictions For 2021. With this in mind, we predict that CMOs will lead the charge for omnichannel growth in 2021.

2021 52

2021 Omnichannel 2020 Customer Journey 52

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. Because the customer journey involves every stage in your customers’ interactions with your brand, optimizing everything at once isn’t practical or even possible.

Customer Journey 92

Customer Journey 2021 Customer Journey Mapping Touchpoint 92

Eptica

FEBRUARY 12, 2021

Date: Friday, February 12, 2021 Author: Pauline Ashenden - Demand Generation Manager 4 key trends from the 2021 ICS UK Customer Satisfaction Index. Published on: February 12, 2021. Read the full article now on our parent company Enghouse Interactive’s site. 5 ways to get your contact centre fit for 2021.

2021 72

2021 Customer Satisfaction Blog Article 72

Eptica

MAY 28, 2021

Date: Friday, May 28, 2021 Author: Pauline Ashenden - Demand Generation Manager How Housing Associations can transform customer service in 2021. Published on: May 28, 2021. Click here to read the full article on the website of our parent company Enghouse Interactive.

2021 72

2021 Customer Service Customer Satisfaction Metrics 72

Eptica

JANUARY 15, 2021

Date: Friday, January 15, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways to get your contact centre fit for 2021. Published on: January 15, 2021. Our latest blog explains where you need to focus to get your customer service fit for 2021. Reviewing 2020 – our top blog posts from last year.

2021 72

2021 2020 Blog Consumers 72

Hello Customer

MAY 19, 2021

It’s the fastest, most in-depth, and the most fun way to interact with customers because the technology just isn't up to speed yet. As demand increases, the importance of human based customer care centers will keep on growing throughout 2021. Up until now, nothing comes close to human service. And it won't disappear any time soon.

Competitive Advantage 98

Competitive Advantage Customer Care 2021 Customer Centricity 98

Upstream Works

DECEMBER 16, 2020

The real payoff occurs when all these channels are digital, and data can be captured across the entire interaction on any channel. Download the Upstream Works Insights Report to learn how contact centers can adapt to the new normal as we approach 2021. Digital customers use and expect multichannel engagement for customer service.

2021 78

2021 Contact Center Customer Journey Mapping Social Media 78

Eptica

APRIL 15, 2021

Date: Friday, April 9, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways collaboration tools benefit customer service. Published on: April 09, 2021. Read the full article exploring these key trends on the Enghouse Interactive blog. Contact centre predictions to watch for in 2021.

Customer Service 125

Customer Service 2021 Blog Article 125

Eptica

NOVEMBER 19, 2021

Date: Friday, November 19, 2021 Author: Pauline Ashenden - Demand Generation Manager The secrets to driving up First Contact Resolution rates. Published on: November 19, 2021. Our latest blog explores why FCR is such an important metric, why it is particularly relevant today, and how organisations can improve their own FCR rates.

2021 126

2021 Metrics Blog Interaction 126

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. Because the customer journey involves every stage in your customers’ interactions with your brand, optimizing everything at once isn’t practical or even possible.

Customer Journey 73

Customer Journey 2021 Customer Journey Mapping Touchpoint 73

Kustomer

NOVEMBER 4, 2020

Below are five emerging trends that we predict will shape CX in 2021. But don’t worry, 2021 isn’t going to feature any giant robots wielding machine guns. But don’t worry, 2021 isn’t going to feature any giant robots wielding machine guns. It’s no secret that AI is transforming the way businesses interact with their customers.

2021 52

2021 Customer Experience E-support Omnichannel 52

Upstream Works

JANUARY 7, 2021

Not only does this improve CX but by deflecting routine calls away from live agents, they can focus more on high-impact customer interactions that make their work feel more satisfying and valued. The value of customer journey mapping comes from being able to respond to customer behavior in real-time for every interaction.

Contact Center 78

Contact Center 2021 Customer Journey Mapping Omnichannel 78

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. Because the customer journey involves every stage in your customers’ interactions with your brand, optimizing everything at once isn’t practical or even possible.

Customer Journey 62

Customer Journey 2021 Customer Journey Mapping Touchpoint 62

ShepHyken

JUNE 28, 2019

Gartner estimates that by 2021, 15 percent of all customer service interactions will be completely handled by AI, an increase of 400 percent from 2017. In this world of increasing self-service interactions, the moments when a customer connects to a support agent are becoming less frequent. Feelings … nothing more than feelings.

Contact Center 111

Contact Center Blog 2025 Banking 111

Integrity Solutions

JANUARY 18, 2021

But before you barrel ahead into 2021 and look for signs of returning to the “good old days,” sales leaders and their teams have a lot to learn from 2020. In fact, your success in 2021 depends on it. Research from HubSpot shows that 68% of sales leaders plan to implement a hybrid or fully remote sales model in 2021.

2021 126

2021 2020 Sales Social Media 126

Comm100

JANUARY 21, 2021

If 2021 is the year that you want to find the best live chat software for your small business, then read on to find out everything you need to know about small business live chat software. Using live chat analytical tools, you can learn about a visitor’s interaction with your site (time on site, entrance information, pages visited, and more).

2021 98

2021 Social Media 2020 Loyalty 98

Eptica

OCTOBER 4, 2021

Date: Monday, October 4, 2021 Author: Pauline Ashenden - Marketing Manager The 4 pillars of a successful customer service strategy. Published on: October 04, 2021. Our new blog explains the 4 pillars of this strategy and what it means to the wider organisation. Share this page on: Tweet.

Customer Service Strategies 120

Customer Service Strategies Customer Service 2021 Blog 120

Eptica

JULY 2, 2021

Date: Thursday, July 1, 2021 Author: Pauline Ashenden - Demand Generation Manager How customer service needs to embrace change in housing associations. Published on: July 01, 2021. Our latest blog explores how best to tackle some of the key customer service challenges the sector is facing today. Share this page on: Tweet.

Customer Service 80

Customer Service 2021 Blog Article 80

Eptica

OCTOBER 15, 2021

Date: Friday, October 15, 2021 Author: Trevor Davies, Head of Products, Enghouse Interactive Migrating call accounting to the cloud? Published on: October 15, 2021. In this new blog post Trevor Davis outlines the key considerations when choosing a cloud-based call accounting solution and how to pick the perfect partner.

2021 124

2021 Customer Service Strategies Interaction Communication 124

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. Read the full article here on our parent company Enghouse Interactive’s site. What types of data should you focus on, and what are the main benefits?

Customer Service 127

Customer Service 2022 2021 Blog 127

Eptica

OCTOBER 22, 2021

Date: Friday, October 22, 2021 Author: Pauline Ashenden - Demand Generation Manager The five customer service learnings we can all take from Amazon. Published on: October 22, 2021. Read the full article on our parent company Enghouse Interactive’s site.

Customer Service 103

Customer Service 2021 Blog Article 103

Eptica

AUGUST 29, 2021

Date: Monday, August 30, 2021 Author: Pauline Ashenden - Demand Generation Manager How to plan for customer service success at peak times. Published on: August 30, 2021. Being able to scale up (and down) resources to meet changing demand is therefore vital. Share this page on: Tweet.

Customer Service 115

Customer Service 2021 Blog Customer Success 115

Eptica

DECEMBER 16, 2020

Our last blog of the year looks at the secrets of his success – and how contact centres can learn from him. Read the full article on our parent company Enghouse Interactive’s blog. Wishing you all a pleasant and restful festive period – here’s to 2021!

Customer Service 118

Customer Service 2021 2020 Blog 118

Eptica

MAY 21, 2021

Date: Friday, May 21, 2021 Author: Pauline Ashenden - Demand Generation Manager Increasing agent retention in the hybrid workplace. Published on: May 21, 2021. Author: Pauline Ashenden - Demand Generation Manager Research has found that over 90% of contact centre agents will change jobs in 2021.

2021 125

2021 Blog Article Interaction 125

Comm100

MAY 25, 2022

Contact center automation avoids the issue described by the New York Times as “ A Nation on Hold ” back in 2021. Each interaction is an opportunity to further develop insights on customer needs and — in the long run — provide better service for the next interaction. Conclusion.

2022 52

2022 Blog Contact Center Customer Service 52

Eptica

MARCH 5, 2021

Date: Friday, March 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Building the hybrid contact centre with Microsoft Teams. Published on: March 05, 2021. You might also be interested in these posts: 4 key trends from the 2021 ICS UK Customer Satisfaction Index. 5 ways to get your contact centre fit for 2021.

2021 104

2021 Webinar Blog Customer Satisfaction 104

Eptica

MARCH 19, 2021

Date: Friday, March 19, 2021 Author: Guest Author: Dr Nicola J. Published on: March 19, 2021. In our latest guest blog post, BT’s Dr Nicola Millard explains what the findings mean for customer service in 2021 and beyond. You might also be interested in these posts: Contact centre predictions to watch for in 2021.

Customer Experience 72

Customer Experience 2021 Blog Article 72

Eptica

OCTOBER 8, 2021

Date: Friday, October 8, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways to make your customer service more agile and flexible. Published on: October 08, 2021. Click here to read the full post on our parent company Enghouse Interactive’s blog. Share this page on: Tweet.

Customer Service 120

Customer Service 2021 Events Customer Service Strategies 120

Eptica

NOVEMBER 4, 2021

Date: Friday, November 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Integrating call recording into Microsoft Teams. Published on: November 05, 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.

Call Recording 123

Call Recording 2021 Omnichannel Blog 123

Eptica

JUNE 7, 2021

Date: Friday, June 4, 2021 Author: Pauline Ashenden - Demand Generation Manager Successfully managing the shift to hybrid working. Published on: June 04, 2021. It is all about a combination of culture and technology, as our latest blog explains. Share this page on: Tweet. Share this page on: Tweet.

Management 127

Management 2021 Culture Blog 127

Eptica

FEBRUARY 19, 2021

Date: Friday, February 19, 2021 Author: Pauline Ashenden - Demand Generation Manager How to build mental muscle memory for customer service success. Published on: February 19, 2021. 4 areas to focus on for successful CX in 2021. Learning from Santa’s customer service success.

Customer Service 104

Customer Service 2021 Customer Service Training Blog 104

Eptica

JANUARY 29, 2021

Date: Friday, January 29, 2021 Author: Pauline Ashenden - Demand Generation Manager How to pick the right contact centre technology for your business. Published on: January 29, 2021. While every business is different our latest blog outlines 8 common use cases and the technology to consider for each of them.

Technology 127

Technology 2021 Blog Article 127