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

MARCH 11, 2022

Categorie(s): Best Practice With interaction volumes rising, delivering a consistently high-quality response to every customer is an increasing challenge for contact centre teams. Tags: Contact Centre Quality Assurance, Customer Service Quality Assurance Categories: Best Practice. Share this page on: Tweet.

Customer Service 126

Customer Service 2022 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

Eptica

JANUARY 16, 2022

Categorie(s): Best Practice With so much data being generated by around customer service and the customer experience, there’s an increasing role for data analytics to extract learnings and actionable insights. Tags: data analytics, Customer Service, ContactBabel Categories: Best Practice.

Customer Service 127

Customer Service 2022 2021 Blog 127

Totango

JANUARY 3, 2024

Our software provides a robust set of integrations and SuccessBLOCs —our proprietary pre-built customer success programs that are embedded with best practices and contain relevant workflows, reports, automation, customer segments, campaign content, and more to help you achieve critical business outcomes and create focus for your team.

2024 111

2024 2023 Customer Success Innovation 111

Eptica

JANUARY 24, 2022

Categorie(s): Best Practice The average customer today is more digital-savvy than ever and is happy to find answers to routine customer service questions themselves. Tags: self-service, RPI Categories: Best Practice. Share this page on: Tweet. The three areas to focus on to empower your agents.

2022 125

2022 ROI Article Interaction 125

Eptica

JANUARY 6, 2023

To help, we’ve collected our top 10 posts from last year , providing insight and practical tips for 2023. Categorie(s): Trends and Markets Best Practice 2023 promises to be a challenging year economically, directly impact customer service teams. Share this page on: Tweet.

2022 124

2022 Blog Customer Service 2023 124

Eptica

OCTOBER 13, 2023

Tags: Call Centre Agent Experience Categories: Best Practice Share this page on: Tweet You might also be interested in these posts: 6 attributes to look for in your CCaaS provider Use Dynamic Customer Engagement to deliver proactive customer service Getting the most from email customer service Categorie(s): Best Practice Not only is improving the agent (..)

Technology 62

Technology 2023 Blog Article 62

Eptica

AUGUST 19, 2022

Categorie(s): Best Practice Customers want their queries answered accurately without having to make contact more than once. Tags: FCR, First Contact Resolution, contact centre, Call Centre Categories: Best Practice. Share this page on: Tweet. Why knowledge management is essential for your contact centre.

Net Promoter Score 106

Net Promoter Score 2022 B2B Metrics 106

Eptica

NOVEMBER 11, 2021

Categorie(s): Trends & Markets Best Practice The past eighteen months have created enormous challenges for organisations in general, and customer service in particular. Share this page on: Tweet. You might also be interested in these posts: The secrets to driving up First Contact Resolution rates.

Customer Service 125

Customer Service Call Recording 2021 Customers 125

Eptica

SEPTEMBER 12, 2022

Our latest blog explores the 6 key benefits chatbots deliver, while outlining best practice for ensuring ROI. Categorie(s): Market Trends Best Practice As housing association tenants increasingly embrace digital channels, AI-powered chatbots provide a new way of engaging with customers and meeting their needs.

2022 125

2022 ROI Financial Blog 125

Eptica

NOVEMBER 19, 2021

Categorie(s): Best Practice Today, customer service is central to differentiating your company. Tags: FCR, First Contact Resolution, Customer experience, knowledge management, Self service Categories: Best Practice. Share this page on: Tweet. 9 reasons to embrace messaging for customer service.

2021 126

2021 Metrics Blog Interaction 126

Eptica

JANUARY 31, 2022

Categorie(s): Best Practice Trends & Markets Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience. Share this page on: Tweet. Why so many contact centres are turning to Microsoft Teams (Video).

2022 111

2022 Culture Blog Article 111

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

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

JANUARY 13, 2023

Tags: MS Teams, Microsoft Teams Categories: Best Practice Share this page on: Tweet You might also be interested in these posts: 2022 highlights from our customer service blog 10 top tips for a winning customer service knowledge management system Seven ways to tackle call abandonment in the contact centre Categorie(s): Best Practice Recording calls (..)

Call Recording 105

Call Recording 2023 2022 Blog 105

Eptica

FEBRUARY 14, 2022

Categorie(s): Trends & Markets Best Practice The pandemic has fast-tracked digital into every aspect of our lives, meaning companies that aren’t reshaping their CX approach are going to get left behind. Tags: Customer Experience Transformation Categories: Trends & Markets, Best Practice.

Customer Experience 133

Customer Experience 2022 Blog Customers 133

BirdEye

MAY 5, 2023

Free advertising sites and their benefits Top 16 free advertising sites Free advertising sites: Risks involved Selecting and using free advertising sites: some best practices FAQs about free advertising sites Conclusion What is free advertising? You can explore diverse categories for selling products or services.

Advertising 98

Advertising 2023 Automotive Retail 98

Eptica

OCTOBER 22, 2021

Categorie(s): Best Practice AI Over the last 25 years Amazon has become the go-to benchmark for building a successful business. Tags: Amazon, AI & Automation, Customer experience, Self service Categories: Best Practice, AI. Share this page on: Tweet. Preparing for future customer service challenges.

Customer Service 103

Customer Service 2021 Blog Article 103

Eptica

APRIL 19, 2022

Categorie(s): Best Practice They say patience is a virtue. Tags: Contact Centre Response Times, Customer satisfaction Categories: Best Practice. Share this page on: Tweet. You might also be interested in these posts: Four ways to avoid customers having to repeat themselves. But not in customer service.

2022 123

2022 Customer Satisfaction Blog Consumers 123

Eptica

SEPTEMBER 23, 2020

Categorie(s): Best Practice Tags: Customer experience, customer interaction, émotions, Martin Hill-Wilson Categories: Best Practice. Share this page on: Tweet. You might also be interested in these posts: Why listening is key to bridging the CX gap. Does your customer experience pass the #MakeMomProud test?

Interaction 117

Interaction 2020 Blog Customers 117

Eptica

OCTOBER 14, 2022

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. Tags: Call Abandonment Categories: Best Practice. Share this page on: Tweet.

2022 71

2022 Loyalty Blog Article 71

Eptica

NOVEMBER 13, 2020

Categorie(s): Trends & Markets Best Practice Understanding changing customer needs is vital if companies are to increase engagement, satisfaction and long-term revenues. Share this page on: Tweet. You might also be interested in these posts: How to build a collaborative contact centre with Microsoft Teams. Remote Working 2.0:

2020 126

2020 Download Blog Interaction 126

Eptica

OCTOBER 29, 2021

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. Read the full article here on the blog of our parent company Enghouse Interactive. Share this page on: Tweet.

Customer Service 127

Customer Service 2021 Communication Blog 127

Eptica

OCTOBER 15, 2021

Categorie(s): Best Practice Many businesses are migrating to cloud-based unified communications solutions (such as Microsoft Teams) and want their related software, such as call accounting, to also be available in the cloud. Share this page on: Tweet. The 4 pillars of a successful customer service strategy.

2021 124

2021 Customer Service Strategies Interaction Communication 124

Eptica

APRIL 4, 2022

Categorie(s): Best Practice When customers reach out to a contact centre, they want to feel their time is being valued. Tags: contact centre, Supporting Call Centre Agents Categories: Best Practice. Share this page on: Tweet. Getting customer service right on Mother’s Day.

2022 119

2022 Blog Article Technology 119

Eptica

NOVEMBER 26, 2021

Categorie(s): Best Practice Outsourced customer service providers make up a significant part of the overall customer service sector – and globally this part of the market is expected to grow by $14.05 Share this page on: Tweet. You might also be interested in these posts: The secrets to driving up First Contact Resolution rates.

2025 121

2025 Customer Service 2021 Blog 121

Eptica

SEPTEMBER 17, 2023

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

Customer Engagement 62

Customer Engagement Engagement Customer Service 2023 62

Eptica

SEPTEMBER 24, 2021

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. Share this page on: Tweet. How to plan for customer service success at peak times.

2021 123

2021 Measurement Blog Article 123

Eptica

JANUARY 29, 2021

How can you ensure you pick the best solution for your needs? Categorie(s): Best Practice Successfully delivering high-quality customer service starts with having the right technology infrastructure in place. How can you ensure you pick the best solution for your needs?

Technology 127

Technology 2021 Blog Article 127

Eptica

JULY 7, 2021

Categorie(s): Best Practice Clearing is the busiest time of the year for universities and colleges. Tags: clearing, universities, colleges, cloud-based technology Categories: Best Practice. Share this page on: Tweet. 6 ways to improve performance in your contact centre team.

2021 126

2021 Blog Technology Interaction 126

Eptica

JULY 15, 2020

Categorie(s): Best Practice The latest book from customer experience expert Jeanne Bliss is based on a simple idea. Categorie(s): Best Practice The latest book from customer experience expert Jeanne Bliss is based on a simple idea. Share this page on: Tweet.

Customer Experience 119

Customer Experience Guest Experience Hospitality Hotels 119

Eptica

JUNE 7, 2021

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. Increasing agent retention in the hybrid workplace.

Management 127

Management 2021 Culture Blog 127

Eptica

OCTOBER 8, 2021

Categorie(s): Best Practice Trends & Markets From fuel shortages to freak weather events, businesses are facing a range of disruptions caused by factors outside their control. Tags: Agile customer service Categories: Best Practice, Trends & Markets. Share this page on: Tweet. Here’s what to consider.

Customer Service 120

Customer Service 2021 Events Customer Service Strategies 120

Eptica

OCTOBER 4, 2021

Categorie(s): Best Practice As we celebrate National Customer Service Week, it is the perfect time for senior management to focus on the area and re-evaluate their customer service strategy. Tags: National Customer Service Week, Customer Service Categories: Best Practice. Share this page on: Tweet.

Customer Service Strategies 120

Customer Service Strategies Customer Service 2021 Blog 120

Beyond Philosophy

FEBRUARY 15, 2024

However, he hasn’t the faintest idea of how to do it from a practical sense. As someone who appreciates the practical application of an excellent theory, Black’s pickle stood out as one I wanted to address here with you readers, too. Many emotions exist within those positive and negative categories, too.

Connections 88

Connections Loyalty Brands 2005 88

Eptica

AUGUST 29, 2021

Categorie(s): Best Practice Every sector faces peaks in demand, where delivering excellent customer service becomes even more business-critical. 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