Eptica

SEPTEMBER 17, 2023

Our latest blog discusses DCE in-depth and how it benefits customers time while increasing efficiency. Our latest blog discusses DCE in-depth and how it benefits customers time while increasing efficiency. Read the full article on our parent company Enghouse Interactive’s site.

Customer Engagement 62

Customer Engagement Engagement Customer Service 2023 62

Eptica

SEPTEMBER 12, 2022

Our latest blog explores the 6 key benefits chatbots deliver, while outlining best practice for ensuring ROI. Click here to read the full blog post on our parent company Enghouse Interactive’s site. Tags: Chatbots, Housing Associations Categories: Market Trends, Best Practice.

2022 125

2022 ROI Financial Blog 125

Eptica

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. Categorie(s): Best Practice Today, customer service is central to differentiating your company. Share this page on: Tweet.

2021 126

2021 Metrics Blog Interaction 126

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?

Customer Service 127

Customer Service 2022 2021 Blog 127

Eptica

NOVEMBER 24, 2022

Based on the latest ContactBabel report, our blog explains the key functionality contact centres are rolling out via the cloud, as well as sharing best practice advice for successful cloud deployments. Tags: Cloud Contact Centres Categories: Trends & Markets. Share this page on: Tweet.

2022 126

2022 Banking Blog Technology 126

Eptica

AUGUST 19, 2022

Our latest blog shares the thoughts of ContactBabel analyst Steve Morrell as he explains why FCR needs a greater focus. Categorie(s): Best Practice Customers want their queries answered accurately without having to make contact more than once. Read the full article on our parent company Enghouse Interactive’s site here.

Net Promoter Score 106

Net Promoter Score 2022 B2B Metrics 106

Eptica

JANUARY 13, 2023

Find out by reading our latest blog post on our parent company Enghouse Interactive’s website. Find out by reading our latest blog post on our parent company Enghouse Interactive’s website. As companies increasingly adopt Microsoft Teams, how can they integrate call recording with the platform?

Call Recording 105

Call Recording 2023 2022 Blog 105

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback.

2018 89

2018 Blog Average Handle Time 2019 89

Eptica

JANUARY 31, 2022

In our latest blog based on ContactBabel research we outline the three most important areas to focus on to improve agent empowerment: technology, skills and the culture/working environment they operate within. Read the full article on our parent company Enghouse Interactive’s site here. Share this page on: Tweet.

2022 111

2022 Culture Blog Article 111

Eptica

APRIL 19, 2022

Our latest blog outlines seven important ways you can reduce contact centre response times and increase customer satisfaction. Visit our parent company Enghouse Interactive’s site to read the full blog here. Categorie(s): Best Practice They say patience is a virtue. Share this page on: Tweet.

2022 123

2022 Customer Satisfaction Blog Consumers 123

Eptica

JUNE 1, 2022

Our latest blog discusses how self-service is evolving and explains best practice for successful deployments. Categorie(s): Best Practice 91% of contact centres now have some form of self-service in place for customers according to the ContactBabel Inner Circle Guide to AI-powered Self-Service.

2022 118

2022 Blog Article Interaction 118

Eptica

FEBRUARY 14, 2022

In our latest blog we highlight research that demonstrates the shift to digital and focus on five important areas driving customer experience transformation. Tags: Customer Experience Transformation Categories: Trends & Markets, Best Practice. Share this page on: Tweet. The three areas to focus on to empower your agents.

Customer Experience 133

Customer Experience 2022 Blog Customers 133

Eptica

NOVEMBER 13, 2020

Our latest blog picks six key questions that the guide answers in-depth to help you to successfully embrace VoC. Read the full blog post on our parent company Enghouse Interactive’s website to find out more – or download the new Contact Babel guide here. Share this page on: Tweet. Remote Working 2.0:

2020 126

2020 Download Blog Interaction 126

Eptica

OCTOBER 14, 2022

Our latest blog discusses seven areas to focus on to help reduce call abandonment rates. Categorie(s): Best Practice If customers are kept waiting too long to speak to an agent, the chances are they’ll become frustrated and just hang up, potentially impacting loyalty and revenues. Share this page on: Tweet.

2022 71

2022 Loyalty Blog Article 71

Wootric

DECEMBER 21, 2018

Here at Wootric we pride ourselves on providing information about trends and best practices that can help our CX champions shine. If you missed any, here is your chance to get caught up and ready for a winning 2019: How to Choose the Best Net Promoter Score Software for your Business. Well, four more seasons have come and gone!

Net Promoter Score 56

Net Promoter Score 2018 Blog Article 56

Eptica

OCTOBER 22, 2021

So, in our latest blog we explore five important customer service learnings that brands can apply to their own business, regardless of what industry they’re in. Categorie(s): Best Practice AI Over the last 25 years Amazon has become the go-to benchmark for building a successful business. Share this page on: Tweet.

Customer Service 103

Customer Service 2021 Blog Article 103

Eptica

APRIL 4, 2022

In our latest blog we describe how supporting agents with the right training and appropriate tools and technologies can help to tackle this issue. Categorie(s): Best Practice When customers reach out to a contact centre, they want to feel their time is being valued. Share this page on: Tweet.

2022 119

2022 Blog Article Technology 119

Eptica

OCTOBER 4, 2021

Our new blog explains the 4 pillars of this strategy and what it means to the wider organisation. Click here to read the full article on our parent company Enghouse Interactive’s blog. 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

SEPTEMBER 23, 2020

In our lat est guest blog CX expert, Martin Hill-Wilson, explains the vital importance of emotion within customer experience. Categorie(s): Best Practice Tags: Customer experience, customer interaction, émotions, Martin Hill-Wilson Categories: Best Practice. However, emotion is still a neglected area.

Interaction 117

Interaction 2020 Blog Customers 117

Eptica

OCTOBER 8, 2021

Excellent customer service is critical to keeping customers up-to-date, and our latest blog outlines five ways to ensure your contact centre can cope with unplanned business disruptions. Click here to read the full post on our parent company Enghouse Interactive’s blog. Share this page on: Tweet. Here’s what to consider.

Customer Service 120

Customer Service 2021 Events Customer Service Strategies 120

Eptica

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. Tags: Cloud-based Call Accounting, Controlling Telephone Costs Categories: Best Practice. Share this page on: Tweet.

2021 124

2021 Customer Service Strategies Interaction Communication 124

Eptica

OCTOBER 29, 2021

Read the full article here on the blog of our parent company Enghouse Interactive. Categorie(s): Best Practice The rise of messaging apps has made them a key communication channel for chatting to family, friends, and colleagues. Tags: messaging, SMS Categories: Best Practice. Share this page on: Tweet.

Customer Service 127

Customer Service 2021 Communication Blog 127

Eptica

NOVEMBER 26, 2021

In our latest blog we outline six key areas that are important for success in outsourced customer service – from balancing resources and ensuring consistency of service, to meeting the specific requirements of individual clients. billion between now and 2025. Share this page on: Tweet. Preparing for future customer service challenges.

2025 121

2025 Customer Service 2021 Blog 121

Eptica

AUGUST 29, 2021

Embracing cloud-based solutions gives the flexibility and agility to deliver peak customer success – read our latest blog on our parent company Enghouse Interactive’s site to find out more. Tags: Peak, Scaling Up Resources, Cloud-based Solutions Categories: Best Practice. Share this page on: Tweet.

Customer Service 115

Customer Service 2021 Blog Customer Success 115

Eptica

JANUARY 29, 2021

How can you ensure you pick the best solution for your needs? While every business is different our latest blog outlines 8 common use cases and the technology to consider for each of them. Categorie(s): Best Practice Successfully delivering high-quality customer service starts with having the right technology infrastructure in place.

Technology 127

Technology 2021 Blog Article 127

Eptica

SEPTEMBER 24, 2021

Our latest blog explores how these ideas are being superseded. Categorie(s): Best Practice In the old days, the contact centre was seen primarily as a cost centre. Tags: contact centre, Voice of the customer, Natural Language Processing, Revenue Generator Categories: Best Practice.

2021 123

2021 Measurement Blog Article 123

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. Categorie(s): Best Practice When it comes to customer service, Father Christmas has been delighting children for countless years.

Customer Service 118

Customer Service 2021 2020 Blog 118

Eptica

JULY 7, 2021

Our latest blog looks at the unique needs colleges have around clearing – and how the right cloud-based technology can help them succeed. Categorie(s): Best Practice Clearing is the busiest time of the year for universities and colleges. Read the full post here on our parent company Enghouse Interactive’s site.

2021 126

2021 Blog Technology Interaction 126

Eptica

JUNE 7, 2021

It is all about a combination of culture and technology, as our latest blog explains. 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. Share this page on: Tweet.

Management 127

Management 2021 Culture Blog 127

Eptica

JULY 1, 2022

In our new blog we explain the differences between B2B and B2C customer service, and the best practice you need to drive success. Visit our parent company Enghouse Interactive’s website to read the blog in full. Visit our parent company Enghouse Interactive’s website to read the blog in full.

B2B 71

B2B Customer Service B2C 2022 71

Eptica

SEPTEMBER 7, 2021

In our latest blog we explore five considerations to help you get the most of your migration to the cloud while choosing the right solution provider to help you on that journey. Tags: Cloud Migration, contact centres Categories: Best Practice. But planning a successful cloud migration can be a challenge.

2021 106

2021 Blog Technology Article 106

Eptica

JUNE 11, 2021

Read the full blog on identifying and being ready for the moments that matter here. Categorie(s): Best Practice Successfully engaging with customers means delivering the right experience, personalised to their needs. Share this page on: Tweet. How to migrate your contact centre to Microsoft Teams successfully.

Customer Service 72

Customer Service 2021 Customer Journey Blog 72

Eptica

FEBRUARY 19, 2021

In our new guest blog, customer service authority Micah Solomon explains how you can successfully build this mental muscle memory – read the full article on our parent company Enghouse Interactive’s site. Tags: Micah Solomon, Customer service training, WFH environment Categories: Best Practice.

Customer Service 104

Customer Service 2021 Customer Service Training Blog 104

Eptica

JUNE 25, 2021

Our latest blog outlines the business benefits of focusing on your agents – and explains how technology can help alongside creating the right culture and processes. Categorie(s): Trends & Markets Best Practice Looking after your agents has always been important to successful customer service. Share this page on: Tweet.

2021 99

2021 Culture Blog Technology 99

BirdEye

AUGUST 1, 2023

If this sounds like something that plagues your business too, it is time to understand the world of social media meta tags. Read this blog post to know more. See Pricing FREE DEMO Table of contents What are social media meta tags? The importance of social media meta tags When should you use social meta tags?

Social Media 52

Social Media E Commerce Information Brands 52

BirdEye

AUGUST 1, 2023

If this sounds like something that plagues your business too, it is time to understand the world of social media meta tags. Read this blog post to know more. See Pricing FREE DEMO Table of contents What are social media meta tags? The importance of social media meta tags When should you use social meta tags?

Social Media 52

Social Media E Commerce Information Brands 52

Eptica

JUNE 18, 2021

Read our latest guest post from leading contact centre expert Morris Pentel to learn best practice tips that will help you improve your working experience by making it better by design. You can access the blog here on our parent company Enghouse Interactive’s site. Share this page on: Tweet.

2021 96

2021 Blog Interaction Management 96