ClientSuccess

MARCH 20, 2019

In this blog, I will cover the 4 high-level categories of customer success metrics. These categories were developed by 100 of the top customer success leaders during a session at the CS100 Summit —the number one leadership conference for customer success leaders. 4 High-Level Categories of Customer Success Metrics.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Call Experts

FEBRUARY 18, 2021

Check out this blog. . You can follow our blog or some of the blogs listed below! Contact Center Blogs to Follow: Telephone Doctor. Contact Center Blogs to Follow: Telephone Doctor. This blog offers helpful support documents that delve into customer service, customer experience, and the contact center business.

Contact Center 52

Contact Center Blog Call Center E-support 52

CustomerSuccessBox

MAY 18, 2022

Searching for blogs in the arena is getting accessible slowly and it’s time you leverage the essential knowledge these blogs have to offer, to flourish! Here is the list of 10 Customer Success blogs to follow and save in your digital library in 2022! Suggested blog : Account Expansion: If You Want To Grow Fast, Do This….

2022 52

2022 Blog Customer Success Definition 52

InMoment XI

AUGUST 2, 2023

In this blog, we have listed NPS best practices that will help you shape the course of your organisation into becoming a leader in customer satisfaction. Analysing similar structures in different industries can provide valuable insights that may not be apparent when only examining your own category’s performance.

NPS 260

NPS Customer Centricity Culture Automotive 260

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 8, 2020

Date: Thursday, January 9, 2020 Author: Pauline Ashenden - Marketing Manager 2019 in focus: our top 10 blog posts from the year. This blog looks at how CX has evolved , and the priorities for brands looking forward into the new decade. Published on: January 09, 2020. Avoid these Five CX Leadership Traps! Share this page on: Tweet.

2019 65

2019 Blog 2020 Leadership 65

Eptica

AUGUST 4, 2022

In our latest blog we describe how you can increase your chances of a digital CX success by following a structured process that focuses on four key considerations. Categorie(s): Best Practice A lot has been said about the importance of digital transformation in business today, including in customer experience.

2022 148

2022 B2B Blog Article 148

ShepHyken

MARCH 10, 2024

If I had to sum these up in one word, I would say these fall under the category of “friendly,” which, according to our customer service and CX research , is a top reason customers will say, “I’ll be back!” My Comment: A self-service experience falls under at least two categories. Is Customer Empowerment the New Customer Engagement?

Article 76

Article 2024 Customer Service Airlines 76

One Millimeter Mindset

DECEMBER 27, 2018

My top 2018 Customer Experience blog post started off being a reflection of a topic near and dear to my heart. My little post ended up placing fourth out of thirteen entries in the 2018 Customer Experience Update MVP Awards in the category of Organizational Alignment and Company Culture. First, read and re-read this blog post.

Presentation 59

Presentation 2018 Blog Customer Experience 59

Eptica

AUGUST 24, 2023

In our latest blog we share key tips to help customer service teams optimise and get the most from the email channel. In our latest blog we share key tips to help customer service teams optimise and get the most from the email channel. Read the full article on our parent company Enghouse Interactive’s site.

Customer Service 116

Customer Service 2023 Blog Article 116

Eptica

MARCH 11, 2022

Based on the ContactBabel UK Contact Centre Decision Maker’s Guide 2022, our blog explains the challenges to effective quality assurance – and how they can be overcome. Learn more by reading the full blog on our parent company Enghouse Interactive’s site here. Share this page on: Tweet. What is preventing success?

Customer Service 126

Customer Service 2022 Blog Interaction 126

Eptica

OCTOBER 13, 2023

Our latest blog covers the role of technology in making the agent experience better. Read the full article on our parent company Enghouse Interactive’s blog here. Our latest blog covers the role of technology in making the agent experience better.

Technology 62

Technology 2023 Blog Article 62

ShepHyken

JUNE 28, 2019

This week we feature an article by Chris Connolly that discusses h ow assistive AI blends with human-only qualities to create a new category of “superagents.”. The post Guest Blog: “Zhuzhing Up” Humans in the Contact Center appeared first on Shep Hyken. Technology replacing humans. That’s what we all fear.

Contact Center 110

Contact Center Blog 2025 Banking 110

Eptica

JULY 14, 2023

Read the views of AI experts from our parent company Enghouse Interactive in our new blog post. Read the views of AI experts from our parent company Enghouse Interactive in our new blog post.

2023 105

2023 Financial Blog Interaction 105

Eptica

JUNE 10, 2022

However, research covered in our latest blog identifies three disconnects between companies and their customers when it comes to the customer experience. Categorie(s): Trends & Markets Understanding the customer is the start point of delivering excellence in customer service. Share this page on: Tweet.

2022 120

2022 Banking Customer Journey Blog 120

ChurnZero

DECEMBER 27, 2019

I f ChurnZero were to release a greatest hits compilation of our top content, milestones, and life events in 2019, this blog post would be it. With over 70+ published blogs this year, we whittled down our list to the ten most popular posts from the ChurnZero team and friends. . Top 10 Blog Posts from 2019 .

2019 64

2019 Blog E-support Chief Customer Officer 64

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

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. G2 Momentum Leader in Customer Success category for the 7 th consecutive quarter in a row since the grid’s debut. Top 10 Blog Posts and Other Noteworthy News appeared first on ChurnZero. So, here’s our greatest hits compilation of our top content, milestones, and happenings from 2020.

2020 98

2020 Blog 2021 Chief Customer Officer 98

Eptica

JUNE 15, 2022

Our blog describes the key factors that are driving digital investment within local government customer service, as well as highlighting some of the challenges. Categorie(s): Trends & Markets What’s driving customer facing technology investment in local councils? Tags: Local Government Categories: Trends & Markets.

Technology 126

Technology 2022 Government Banking 126

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. Read the full post on our parent company Enghouse Interactive’s site here.

2021 126

2021 Metrics Blog Interaction 126

Eptica

NOVEMBER 18, 2022

Our latest blog highlights ten important best practice tips to help you successfully implement knowledge management in your contact centre. Categorie(s): Best Practice Using knowledge effectively is key to driving excellence in customer service, particularly as queries become increasingly complex and information changes ever faster.

Customer Service 126

Customer Service Management 2022 Blog 126

ShepHyken

JUNE 15, 2018

This category of chatbots sounds promising but is a few years away from mainstream adoption, mainly due to the error rates associated with their performance. The post Guest Blog: Customer Support Chatbots – Striking The Right Balance appeared first on Shep Hyken.

Blog 75

Blog Social Media Healthcare 2017 75

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

LiveChat

MAY 25, 2018

4 years ago, I was given the challenge to write my first article for the LiveChat Blog. For the record, LiveChat Blog had a small audience back then and our job was to get traffic to our blog and make it popular. Decide what to write about on your blog. We came up with detailed categories and placed them in the sidebar.

Blog 66

Blog Social Media Article 2017 66

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. Share this page on: Tweet.

2022 125

2022 ROI Financial Blog 125

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

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

APRIL 15, 2021

Read the full article exploring these key trends on the Enghouse Interactive blog. Categorie(s): Trends and Markets How are collaboration and communication tools benefiting the contact centre? Read the full article exploring these key trends on the Enghouse Interactive blog. Share this page on: Tweet.

Customer Service 125

Customer Service 2021 Blog Article 125

Eptica

MARCH 18, 2022

To help customer service teams ahead of Mother’s Day 2022 on 27 March our latest blog shares key best practice advice. Categorie(s): Best Practice Mother’s Day brings increased pressure for contact centres, as it falls on a Sunday and requires everything, from delivery to the present itself, to be perfect.

Customer Service 122

Customer Service 2022 Presentation Customers 122

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? Share this page on: Tweet.

Customer Service 127

Customer Service 2022 2021 Blog 127

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. But not in customer service.

2022 123

2022 Customer Satisfaction Blog Consumers 123

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

FEBRUARY 7, 2022

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

2022 121

2022 2021 Blog Article 121

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

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. Tags: Customer Service Agents, Customer experience, ContactBabel research Categories: Best Practice, Trends & Markets.

2022 111

2022 Culture Blog Article 111

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

Totango

JANUARY 3, 2024

We’re proud to have dedicated 13 years to cultivating best practices and expertise in the customer success software category. We also developed nine new integrations across multiple categories, including product analytics , revenue intelligence, email, and calendar tools , as well as two new partnerships with ESG and Higher Logic.

2024 111

2024 2023 Customer Success Innovation 111