Eptica

SEPTEMBER 16, 2020

Based on primary research, Contact Babel’s 2020-21 Customer Experience Decision-Makers’ Guide, sponsored by Enghouse Interactive, delivers deep insight into the current state of the industry. 5 top priorities for today’s contact centers. Share this page on: Tweet.

Customer Experience 127

Customer Experience 2020 Contact Center ROI 127

Stella Connect

MAY 4, 2017

This year’s ICMI Contact Center Expo & Conference in Orlando (May 22-25) promises to be quite an event. These are the topics we feel are particularly important for contact center leaders to focus on in their efforts to build world-class service organizations and stronger brands. Tuesday May 23, 8.15-10am.

Contact Center 40

Contact Center Presentation Culture Customer Centricity 40

SaleMove

FEBRUARY 16, 2024

By automatically matching the right interaction to each customer with Unified Interaction Management, it is possible to improve results in 4 categories. The post Improve Your Bottom Line with Unified Interaction Management appeared first on Glia Blog | Digital Customer Service Explained.

Interaction 55

Interaction Management Blog Customer Service 55

Call Experts

JANUARY 26, 2023

That’s where an HVAC call center can help. With all of the ways a call center can increase your bottom line, they have become essential —not only to you but to the customers who make or break your business. This blog will dive into why you need an HVAC call center.

Call Center 52

Call Center 2030 Contact Center 2022 52

Talkdesk

FEBRUARY 5, 2020

The CX Innovators Awards are separated into four different categories: CX Innovator – Celebrating companies who uniquely leveraged Talkdesk technology, either standalone or in combination with Talkdesk AppConnect partners and/or other technology, in innovative ways to solve CX/Contact Center challenges and deliver best-in-class customer experience.

Innovation 56

Innovation Contact Center Return on Investment Exceptional Customer Service 56

NICE inContact

OCTOBER 17, 2019

Like their private sector peers, the front line for engagement with government agencies lies in the contact center. Contact center investments can yield significant and rapid improvements to that. Understand the capital requirements and where they are aligned in your contact center. Call recording?

Contact Center 48

Contact Center Return on Investment E-support Government 48

Comm100

DECEMBER 1, 2017

For many organizations, a huge part of this new year task is setting contact center priorities — priorities that can have a colossal impact on the customer experience. But deciding on annual goals and specific yearly focuses for a call center isn’t always easy. Tip: Begin to examine your existing contact center processes.

Contact Center 41

Contact Center 2018 Customer Centricity Social Media 41

Eptica

SEPTEMBER 18, 2019

Also, given the high turnover rates in the contact center industry, recognition can be a powerful weapon in keeping your best staff and ensuring they remain happy and motivated. That’s why pretty much every contact center I visit has a recognition program of some sort in place.

Customer Service 66

Customer Service Contact Center Average Handle Time E-support 66

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. By monitoring these categories supervisors can see which topics have the biggest volumes, and if they are increasing or decreasing.

Average Handle Time 68

Average Handle Time Contact Center 2018 Social Media 68

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. Click here to subscribe to have each blog post automatically emailed to you going forward. Share this page on: Tweet.

2016 59

2016 Customer Service 2017 Contact Center 59

COPC

APRIL 19, 2023

Previously, we discussed the importance of a well-designed scorecard in our blog, Benefits of a Balanced Scorecard for Performance Management. You should be able to view performance at the individual metric level and by the measured category (e.g., quality, service, etc.). agent, team, program, site, etc.)

Metrics 71

Metrics Average Handle Time Definition Measurement 71

Call Experts

JULY 15, 2021

In this blog, we discuss best practices and questions to answer ahead of the storm. How call center solutions support your business with hurricane planning to ensure your business doesn’t have to suffer. Answer these questions related to contact center solutions during storm season: Is your contact center ready for power outages?

Call Center 52

Call Center Contact Center Download Leadership 52

Oracle

NOVEMBER 23, 2020

Welcome back to Markies Monday, a weekly blog series designed to help you learn more about the 2020 Markie Awards categories, finalists, and winners. The bank improved operational efficiency in its branches and its contact center, resulting in significant cost savings. In two years, the guides received an impressive 1.6

Innovation 75

Innovation Customer Service Banking Contact Center 75

Interactions

MAY 6, 2021

In the past few years, contact center technology has reached a place where it is possible to have self-service that does understand intent and can deliver a conversational experience. Earlier in the blog we talked about how traditional automation systems simply act as a directing service. Warm handoff to live agent.

Contact Center 62

Contact Center Technology Interaction Customer Satisfaction 62

Eptica

OCTOBER 9, 2019

Technology can also lighten the load on contact center agents and the wider business, with self-service deflecting queries as consumers are empowered to find their own answers online without having to make contact. In the United Kingdom, there are daily themes, each emphasizing different aspects of customer service.

2019 60

2019 Customer Service Contact Center Customer Centricity 60

Eptica

AUGUST 1, 2018

Author: Joanna Allouche - Consultant Optimizing CX with Eptica When it comes to the contact center, there is a clear link between happy agents and overall performance. Categorie(s): Product Best Practice Optimizing CX with Eptica Published on: August 01, 2018. Share this page on: Tweet.

Average Handle Time 70

Average Handle Time Contact Center 2018 Consulting 70

Eptica

NOVEMBER 6, 2019

They tell you via contact centers, open-ended answers on surveys and general conversation with your brand. Ignoring your contact center agents There’s a funny thing that happens as employees rise up the ranks. Who better to see these changes than your contact center agents? Share this page on: Tweet.

Leadership 77

Leadership Net Promoter Score Contact Center 2019 77

Thematic

JUNE 13, 2023

In this blog post, we’ll discuss: What Voice of Customer (VoC) is The benefits of using Voice of Customer tools The 8 best Voice of Customer tools What is Voice of Customer (VoC)? The workforce engagement platform automates engagement for your office, contact center, branch teams, and more with the power of AI.

Voice of Customer 62

Voice of Customer Net Promoter Score Customer Experience Social Media 62

Customers That Stick

OCTOBER 16, 2014

She recovered later having agent and management roles in contact centers. Melissa enjoys “on the job” coaching with front-line center leaders responsible for improving agents’ service and sales skills. She loves to blog about #custserv #cctr and #cx. False Dichotomy.

Customer Experience 124

Customer Experience Social Media Contact Center Sports 124

NICE inContact

FEBRUARY 13, 2019

You’ve heard of quality management (QM), and your contact center probably has a quality program in place today. With QM Analytics Pro, you could create a custom category in minutes with the specific words and phrases associated with the product/program and have those interactions routed to a quality plan for evaluation.

Management 55

Management Call Recording Contact Center Interaction 55

Oracle

DECEMBER 14, 2020

We’re back with the next installment of Markies Monday, a weekly blog series designed to help you learn more about the 2020 Oracle Markie Awards and its categories, finalists, and winners. Five9 , another finalist for the CX ISV of the Year award, is a leading provider of cloud contact centers. The airline saw: 3.6x

Innovation 52

Innovation Airlines Contact Center Omnichannel 52

NICE inContact

JANUARY 15, 2019

In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked. Forrester’s rigorous questionnaire evaluated vendors against 32 criteria, grouped into three high-level categories—current offering, strategy and market presence.

Contact Center 48

Contact Center Omnichannel 2018 Demo 48

Eptica

DECEMBER 23, 2015

As consumers communicating with the contact center demand fast answers to their queries, so set expectations on what you are going to do, and by when, so that everyone knows what is going to happen. Get your timings right Linked to planning, make sure you get your timings right. Share this page on: Tweet.

Customer Service 49

Customer Service 2015 Contact Center Retail 49

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents. What stood out to you?

Culture 40

Culture Contact Center 2017 Metrics 40

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents. What stood out to you?

Culture 40

Culture Contact Center 2017 Metrics 40

Talkdesk

NOVEMBER 9, 2017

This post is part of Talkdesk’s live-blogging series for Dreamforce 2017. When customers have an issue that may impact their loyalty, the experiences that truly matter aren’t with a logo, a brand logo or marketing slogan, it’s their interaction with your contact center agents. What stood out to you?

Culture 40

Culture Contact Center 2017 Metrics 40

Eptica

MAY 8, 2019

He has thirty years’ experience in AI research, with a PhD from Carnegie Mellon University and his blog on Sina Weibo has over fifty million followers. 5 top priorities for today’s contact centers. The author, Kai-Fu Lee, is the former president of Google China and currently CEO of a Chinese VC firm that invests in AI.

Books 55

Books 2019 Contact Center Blog 55

NICE inContact

FEBRUARY 24, 2017

With their contact center playing a critical business role, Clearlink needed a powerful portfolio of cloud-based contact center solutions. They can select categories that route the customer to a specific representative best able to handle that call. More Flexibility for More Profitability.

Multi-Channel 48

Multi-Channel Contact Center Call Center Customers 48

Eptica

JANUARY 6, 2016

However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. In descending order the top 5 blogs were: 1. In descending order the top 5 blogs were: Share this page on: Tweet.

2015 50

2015 Customer Experience 2016 Social Media 50

Stella Connect

JANUARY 4, 2022

And if you’re in a contact center performance management role, you’ve probably invested a lot of time and energy into your customer service training and customer service coaching programs. According to a 2016 Aberdeen study , contact centers using gamification (trivia games, peer challenges, etc.)

Customer Service Training 97

Customer Service Training Customer Service Contact Center Customers 97

Eptica

JANUARY 20, 2016

As always, leading analysts have provided their own thoughts, and in this blog I’d like to look at trends highlighted by Forrester and Gartner. As always, leading analysts have provided their own thoughts, and in this blog I’d like to look at trends highlighted by Forrester and Gartner. Share this page on: Tweet.

Customer Service 49

Customer Service 2016 2015 E Commerce 49

Eptica

JULY 29, 2016

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

Customer Service 50

Customer Service Management Contact Center 2016 50

Eptica

FEBRUARY 6, 2019

Reviewing 2018 – our top 10 blog posts from the year. Categorie(s): Best Practice Trends & Markets Most industries today are radically different compared to 20 or even 10 years ago. Share this page on: Tweet. You might also be interested in these posts: The 4 barriers to meaningful consumer conversations.

2008 73

2008 White Paper 2019 Automotive 73

Eptica

MARCH 16, 2016

In a recent Forrester blog and podcast, analyst Maxie Schmidt-Subramanian outlines three ways that companies can introduce emotion-based metrics – and convince senior managers that emotion has an impact on the bottom line: 1. So, how can brands ensure they are taking emotion into account? Share this page on: Tweet.

Customer Experience 49

Customer Experience Contact Center Social Media 2016 49

ViiBE Blog

AUGUST 25, 2021

ViiBE Blog. ” Depending on their answers, customers are put into three categories – promoters (scoring 9-10), passives (7-8), or detractors (0-6). How can you measure customer satisfaction? CRM , Customer experience. Automotive , Construction , Energy , Insurance , Retail , SMB , Transport. Natalia Barszcz. August 25, 2021.

Customer Satisfaction 98

Customer Satisfaction Measurement Net Promoter Score 2021 98

NICE inContact

OCTOBER 30, 2019

Winners are chosen in 5 categories and will be awarded at Interactions 2020. The categories are: Rookie of the Year This category identifies customers who have chartered best practices in implementing any solution from the NICE or NICE inContact portfolio in the 2019 calendar year. Submit Application.

Net Promoter Score 48

Net Promoter Score Hotels 2020 Interaction 48

OpinionLab

AUGUST 29, 2017

You probably got it before you even started reading this blog and, if not, you’ll have got it by now: delivering seamless and superior omnichannel customer experience is becoming ever more important but is extremely challenging to perfect. only 7% can deliver seamless omnichannel CX in real time, all of the time ( CMO Council ).

Omnichannel 166

Omnichannel Consumers Touchpoint Banking 166