Eptica

JUNE 10, 2022

Date: Friday, June 10, 2022 Author: Pauline Ashenden - Demand Generation Manager 3 key CX gaps between companies and their customers. Author: Pauline Ashenden - Demand Generation Manager Understanding the customer is the start point of delivering excellence in customer service. How are banks meeting changing customer service needs?

2022 120

2022 Banking Customer Journey Blog 120

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. Totango’s high score from G2 users not only underscores our efficient implementation but also sets a best-in-class benchmark for other software in the customer success category.

2024 108

2024 Customer Centricity User Experience 2023 108

Eptica

NOVEMBER 24, 2022

Date: Thursday, November 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres are choosing the cloud for adding new functionality. How are banks meeting changing customer service needs? Tags: Cloud Contact Centres Categories: Trends & Markets. Published on: November 24, 2022.

2022 126

2022 Banking Blog Technology 126

TechSee

NOVEMBER 7, 2023

By adding video and AR, their agents can see in real-time what the customer is calling about and more efficiently support them, completely changing the efficacy of interactions with customers while decreasing the company’s carbon footprint and improving the business’s bottom line.

2023 124

2023 Customer Experience Call Center Innovation 124

Totango

JANUARY 3, 2024

With Totango, businesses can integrate data to get a 360° view of customer health, collaborate to manage their customer portfolio , engage with customers when and where it matters, monitor and improve the metrics that matter , and scale CS faster with the power of people + AI.

2024 111

2024 2023 Customer Success Innovation 111

Experience Investigators by 360Connext

NOVEMBER 2, 2021

Creating customer personas is an important part of any customer journey mapping exercise or really any customer experience management program. We develop personas for specific activities around customer experience management. Aligning the right Customer Success Manager or Customer Service Representative with the right customer.

Customer Journey Mapping 375

Customer Journey Mapping Culture Customer Journey B2B 375

Eptica

NOVEMBER 13, 2020

Date: Friday, November 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Delivering impactful results from your Voice of the Customer programme. Author: Pauline Ashenden - Demand Generation Manager Understanding changing customer needs is vital if companies are to increase engagement, satisfaction and long-term revenues.

2020 126

2020 Download Blog Interaction 126

Eptica

OCTOBER 2, 2020

Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. Tags: CX, Customer Service, Contact Channels Categories: Trends & Markets. Published on: October 02, 2020. Share this page on: Tweet.

Customer Experience 127

Customer Experience 2020 Call Recording Blog 127

BlueOcean

NOVEMBER 30, 2018

Sean Miller, Director of Workforce Management. Blue Ocean, an award-winning provider of customer care solutions, announces that Sean Miller has been promoted to Director of Workforce Management. Sean has more than 25 years of experience in workforce management and has been with Blue Ocean for the past 12 years.

Management 227

Management Insurance Leadership Customer Care 227

BirdEye

MARCH 22, 2024

Steve Wiideman at Birdeye View session for Growing on Google Google My Business description examples According to Google, the guidelines for the best Google Business descriptions are as follows: You must mention the business category, target location, and service area, if applicable. Schedule your appointment today !

Events 59

Events Multi-Channel Demo Sales 59

Eptica

MAY 21, 2021

Date: Friday, May 21, 2021 Author: Pauline Ashenden - Demand Generation Manager Increasing agent retention in the hybrid workplace. Author: Pauline Ashenden - Demand Generation Manager Research has found that over 90% of contact centre agents will change jobs in 2021. 3 areas to focus on to meet changing customer needs.

2021 125

2021 Blog Article Interaction 125

Eptica

OCTOBER 4, 2021

Date: Monday, October 4, 2021 Author: Pauline Ashenden - Marketing Manager The 4 pillars of a successful customer service strategy. Author: Pauline Ashenden - Marketing Manager 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.

Customer Service Strategies 120

Customer Service Strategies Customer Service 2021 Blog 120

ClearAction

JANUARY 8, 2024

To calculate your Insights Utilization Rate, count the number of potential uses of CX, EX, and PX insights in a category for the denominator, and the number of high-quality uses in that category for the numerator. Myopic management, quiet quitting, and sloppy handoffs cause missed opportunities.

Customer Centricity 62

Customer Centricity Insights ROI Chief Customer Officer 62

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. Tags: Housing Associations Categories: Trends and Markets. Published on: July 01, 2021. Share this page on: Tweet. Contact centre predictions to watch for in 2021.

Customer Service 80

Customer Service 2021 Blog Article 80

Eptica

SEPTEMBER 17, 2021

Date: Friday, September 17, 2021 Author: Pauline Ashenden - Demand Generation Manager Why contact centres need to embrace omnichannel. Author: Pauline Ashenden - Demand Generation Manager Customers are now more demanding – and want to be able to contact organisations across more and more channels. Share this page on: Tweet.

Omnichannel 112

Omnichannel 2021 Blog Consumers 112

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. Author: Pauline Ashenden - Demand Generation Manager Every sector faces peaks in demand, where delivering excellent customer service becomes even more business-critical. Share this page on: Tweet.

Customer Service 115

Customer Service 2021 Blog Customer Success 115

Eptica

MARCH 12, 2021

Date: Friday, March 12, 2021 Author: Pauline Ashenden - Demand Generation Manager 3 areas to focus on to meet changing customer needs. Author: Pauline Ashenden - Demand Generation Manager Today’s consumers are increasingly demanding when it comes to customer service, particularly around digital, omnichannel and mobile.

Omnichannel 120

Omnichannel 2021 Customer Satisfaction Consumers 120

BirdEye

OCTOBER 31, 2023

Tips for managing your Google Business account Google Business Profile FAQs Manage business listings effortlessly with Birdeye What is a Google Business Profile (formerly Google My Business) ? This allows you to easily manage your business profile and presence in Google services and local search results. Click Manage now.

Management 111

Management Information Document Demo 111

CSM Magazine

JULY 22, 2022

Reputation , the global leader in reputation experience management (RXM), today announced findings from its 2022 Property Management Reputation Report , which analyzed nearly 600,000 reviews of over 80,000 multifamily residential properties. Top 20 Property Management Firms. BH Management. Bell Partners Inc. RPM Living.

2022 111

2022 Management Feedback 2021 111

Lithium

MARCH 5, 2024

If you are interested in joining the Khoros Academy Early Access Program, reach out to your Customer Success Manager. Marketing Fresh Features Ep 3, January 2024 | Khoros Social Media Management: Check out these new social media software capabilities that make social publishing and engaging even easier. You Found it! We Fixed it! :

2024 52

2024 Social Media Roadmap Webinar 52

BirdEye

MARCH 10, 2022

Google My Business is a service that allows you to manage how your business appears on Google products, including search and Maps. Click the button that says “Manage Now” Step 5 Once your profile is claimed, Google will send you a PIN to verify that you are actually the owner of the business. New to Google My Business?

Management 87

Management Books Events Information 87

Eptica

MARCH 5, 2021

Date: Friday, March 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Building the hybrid contact centre with Microsoft Teams. Author: Pauline Ashenden - Demand Generation Manager Moving forward the needs of customers – and customer service staff – are changing radically. Published on: March 05, 2021.

2021 104

2021 Webinar Blog Customer Satisfaction 104

SurveySparrow

JANUARY 4, 2024

In this blog, we will look into four categories of charts. Vertical Bar Chart A vertical bar chart visualizes data using vertical bars, each corresponding to different categories or groups. This type of chart is particularly effective in comparing values across distinct categories. What a coincidence! Where Can It Be Used?

Insights 52

Insights Roadmap Sales Information 52

Eptica

MAY 14, 2021

Date: Friday, May 14, 2021 Author: Pauline Ashenden - Demand Generation Manager Successfully embracing AI for customer service. Author: Pauline Ashenden - Demand Generation Manager How can artificial intelligence help deliver a better customer experience and how far down the path to AI has the industry travelled?

Customer Service 72

Customer Service 2021 Travel Download 72

Customers That Stick

MARCH 24, 2021

In order to reap the benefits of CX (while simultaneously managing limited budgets and external expectations), the pros need to learn to prioritize. In this report from Forrester, you will learn how to prioritize CX efforts based on three categories: business, customer, and feasibility. 2020 changed a lot of things for.

2020 78

2020 Customer Service Management Customer Experience 78

Eptica

MAY 20, 2020

In the current crisis, its importance has deepened even more - knowledge is vital to delivering seamless, reassuring customer service that meets changing consumer needs. Customer service and knowledge teams are scattered and working from home, knowledge is changing rapidly and consumer expectations are rising.

Customer Satisfaction 127

Customer Satisfaction 2020 Consumers Banking 127

BirdEye

DECEMBER 13, 2023

To make your business more accessible for Apple users, this blog guides you to learn: How to set up your Apple Business Connect account What are its benefits How to register your business on Apple Maps How to manage your business listing across the Apple ecosystem more effectively Ready to reach a billion Apple users? Let’s get you there!

Connections 110

Connections Document Information Insights 110

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. Striking the perfect balance in a scorecard is essential for maximizing its effectiveness as a robust performance management tool. quality, service, etc.). agent, team, program, site, etc.)

Metrics 71

Metrics Average Handle Time Definition Measurement 71

Retently

OCTOBER 26, 2023

With this feedback, you can make changes and improvements to your product or service. Over time, your business and its customers will likely change. Keep “big picture” feedback to inspire long-term change Customer feedback can often be divided into two categories. But when does feedback start to lose its relevance?

Net Promoter Score 148

Net Promoter Score NPS Feedback Customer Satisfaction 148

Eptica

OCTOBER 16, 2020

Date: Friday, October 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Remote Working 2.0: Author: Pauline Ashenden - Demand Generation Manager Lockdowns caused by the pandemic led to contact centres switching to remote working for their agents, often overnight. Optimising Contact Centres. Published on: October 16, 2020.

Call Recording 113

Call Recording 2020 Innovation Interaction 113

Lumoa

APRIL 18, 2023

As the volume of data companies collect grows and as artificial intelligence (AI) gets better, analytics is set to become a key differentiator for customer experience management. Driving change from Voice of Customer feedback is a game changer in customer experience management. Think about it.

Customer Experience 83

Customer Experience Management Net Promoter Score Insights 83

Gainsight

MAY 31, 2023

Gainsight CS and Gainsight Digital Hub (formerly inSided), have earned awards in several categories from leader in Community, Experience Management, Momentum, Enterprise, Mid-Market, and Best Relationship. Gainsight CS, the company’s customer success platform, has earned accolades from G2 in two different categories.

Leadership 52

Leadership 2023 Customer Satisfaction Customer Success 52

Lumoa

JANUARY 23, 2018

You might get even more feedback than you can manage. Even if the feedback is read, it is not necessarily aggregated into leadership level in a way that would enable management decisions. But the management doesn’t care about all the 100 things that someone is complaining about. None of these categories makes any sense to them.

NPS 121

NPS Financial Feedback Net Promoter Score 121

BirdEye

APRIL 9, 2021

Google My Business is a free business listing that local businesses can use to manage their presence on both Google Search and Google Maps. You may think this is simple enough to manage, but many businesses fail to fill in accurate NAP information on their GMB listing. Choose the right business category. Go to the “Info” tab.

Consumers 98

Consumers Books Hotels Management 98

SurveySensum

NOVEMBER 28, 2023

Step 6: Start with small, manageable changes that can be implemented quickly. Step 7: Inform customers about the changes you’re making based on their feedback. Step 8: Continue to measure NPS and CSAT after implementing changes. This is how managers can put notes in the ticket and then change the status to close.

Automotive 52

Automotive NPS Feedback Touchpoint 52

Totango

SEPTEMBER 22, 2023

We partner with expert vendors across categories in order to support our vision that customer success requires superior alignment across the C-suite to drive business outcomes and customer value.”

Multi-Channel 113

Multi-Channel 2023 Customer Success Omnichannel 113

Eptica

FEBRUARY 5, 2021

Date: Friday, February 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Preparing for the hybrid contact centre. Author: Pauline Ashenden - Demand Generation Manager The last year has transformed contact centres, with the majority forced to switch to remote working due to pandemic lockdowns. Published on: February 05, 2021.

2021 72

2021 2020 Blog Technology 72