Eptica

MARCH 11, 2022

Date: Friday, March 11, 2022 Author: Pauline Ashenden - Demand Generation Manager Overcoming the challenges to customer service quality. Author: Pauline Ashenden - Demand Generation Manager With interaction volumes rising, delivering a consistently high-quality response to every customer is an increasing challenge for contact centre teams.

Customer Service 126

Customer Service 2022 Blog Interaction 126

Eptica

JANUARY 6, 2023

Date: Friday, January 6, 2023 Author: Pauline Ashenden - Demand Generation Manager 2022 highlights from our customer service blog. Author: Pauline Ashenden - Demand Generation Manager 2023 promises to be a challenging year economically, directly impact customer service teams. Published on: January 06, 2023. Share this page on: Tweet.

2022 124

2022 Blog Customer Service 2023 124

Eptica

NOVEMBER 19, 2021

Date: Friday, November 19, 2021 Author: Pauline Ashenden - Demand Generation Manager The secrets to driving up First Contact Resolution rates. Author: Pauline Ashenden - Demand Generation Manager Today, customer service is central to differentiating your company. The five customer service learnings we can all take from Amazon.

2021 126

2021 Metrics Blog Interaction 126

Totango

NOVEMBER 15, 2023

This is why we are so proud to have received multiple leadership awards from TrustRadius in the customer success category, including: TrustRadius Best Relationship: Highlights companies that follow through on their sales and marketing promises, deliver on implementation expectations, and identify customers who would buy again.

Customer Success 112

Customer Success 2023 Customer Satisfaction Demo 112

Eptica

OCTOBER 22, 2021

Date: Friday, October 22, 2021 Author: Pauline Ashenden - Demand Generation Manager The five customer service learnings we can all take from Amazon. Author: Pauline Ashenden - Demand Generation Manager Over the last 25 years Amazon has become the go-to benchmark for building a successful business. Published on: October 22, 2021.

Customer Service 103

Customer Service 2021 Blog Article 103

BirdEye

SEPTEMBER 21, 2023

We are thrilled to announce that Birdeye has been recognized as the #1 solution in G2’s Fall 2023 Online Reputation Management Grid® Report. G2’s Online Reputation Management Grid® Report at a glance G2’s Grid® Report represents the voices of real software users. 96% would recommend Birdeye.

2023 111

2023 Management Feedback Customer Experience Management 111

Lithium

MARCH 5, 2024

Khoros Academy will offer eLearning courses and role-based learning paths that teach you how to use commonly used capabilities of our Khoros solutions. If you are interested in joining the Khoros Academy Early Access Program, reach out to your Customer Success Manager. See what new capabilities are available now. You Found it!

2024 52

2024 Social Media Roadmap Webinar 52

ChurnZero

OCTOBER 26, 2021

With the continued growth in entries and competition to the APPEALIE SaaS Awards, the Overall SaaS Award winners now incorporate specific product categories. Overall SaaS Award – Analytics + Business Intelligence Category Winner: Marchex. Overall SaaS Award – Collaboration + Productivity Category Winners: Hopin.

2021 98

2021 Net Promoter Score NPS Document 98

Totango

MAY 13, 2022

Customer engagement platforms are automation solutions that help you monitor, manage and optimize your client interactions. Learning management system (LMS) platforms. Some of the most important tool categories and representative providers include: In-app guides: Whatfix. Learning management system (LMS) tools: Lessonly.

Customer Engagement 103

Customer Engagement 2022 Engagement Return on Investment 103

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

SEPTEMBER 24, 2021

Date: Friday, September 24, 2021 Author: Pauline Ashenden - Demand Generation Manager Why we need to think of the contact centre as a revenue engine. Author: Pauline Ashenden - Demand Generation Manager In the old days, the contact centre was seen primarily as a cost centre. Published on: September 24, 2021. Share this page on: Tweet.

2021 123

2021 Measurement Blog Article 123

Eptica

OCTOBER 29, 2021

Date: Friday, October 29, 2021 Author: Pauline Ashenden - Demand Generation Manager 9 reasons to embrace messaging for customer service. Author: Pauline Ashenden - Demand Generation Manager The rise of messaging apps has made them a key communication channel for chatting to family, friends, and colleagues. Share this page on: Tweet.

Customer Service 127

Customer Service 2021 Communication Blog 127

BirdEye

OCTOBER 31, 2023

In this article, you’ll learn what a Google My Business login is, how to troubleshoot login issues, and more. 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) ? Select a business category.

Management 111

Management Information Document Demo 111

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. Learn more by reading the full post on our parent company Enghouse Interactive’s website and catch up with part one here. Published on: October 02, 2020.

Customer Experience 127

Customer Experience 2020 Call Recording Blog 127

Eptica

JULY 2, 2020

Date: Thursday, July 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great business leaders. The ability to learn is the most important quality a leader can have, Sheryl Sandberg, Facebook No-one has all the answers, whatever position they have reached.

Customer Service 142

Customer Service Customer Centricity 2020 Innovation 142

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

DECEMBER 16, 2020

Date: Wednesday, December 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Learning from Santa’s customer service success. Author: Pauline Ashenden - Demand Generation Manager When it comes to customer service, Father Christmas has been delighting children for countless years. Published on: December 16, 2020.

Customer Service 118

Customer Service 2021 2020 Blog 118

Eptica

JANUARY 29, 2021

Date: Friday, January 29, 2021 Author: Pauline Ashenden - Demand Generation Manager How to pick the right contact centre technology for your business. Author: Pauline Ashenden - Demand Generation Manager Successfully delivering high-quality customer service starts with having the right technology infrastructure in place.

Technology 127

Technology 2021 Blog Article 127

ShepHyken

SEPTEMBER 16, 2022

Categorization helps to efficiently organize feedback into categories like “Customer Service,” “Price,” “Ease of Use,” and “Features.” Then, categories may be divided into subcategories. Categories are key to producing actionable insights on top of rating questions, such as CSAT score (customer satisfaction),?

Feedback 67

Feedback Net Promoter Score NPS Healthcare 67

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

Playvox

FEBRUARY 27, 2024

A related term, workforce engagement management (WEM), recently coined by Gartner, has rapidly become the business strategy, processes, and related technologies of choice. fall into the “engaged” category. AI-driven tools and platforms are shaping the way contact centers engage with and manage their workforce.

Engagement 73

Engagement Contact Center Culture Metrics 73

Playvox

JANUARY 30, 2024

Numerous studies link employee satisfaction, performance, and engagement with management’s ability to provide actionable, positive feedback and coaching. Yet managers continue to fall short. fall in the “engaged” category. Results We learn when we make mistakes. Adding game-like elements is one way.

Contact Center 79

Contact Center Feedback Culture Engagement 79

BirdEye

NOVEMBER 15, 2023

To build a 5-star online presence, you must take a strategic approach to collecting and managing reviews. More reviews More revenue Learn how to get more reviews of your retail business with Birdeye. Collect and manage reviews effortlessly with Birdeye Choosing the right online retail review websites to prioritize is step one.

Retail 111

Retail Brands E Commerce Demo 111

ChurnZero

FEBRUARY 8, 2022

ChurnZero, a leading Customer Success software platform, today announced it has been named to G2’s 2022 Best Software Awards, placing #31 on the Project Management Products list and achieving the highest rating for Customer Success software. Explore ChurnZero customer reviews on G2 to learn more. million trusted user reviews.

2022 98

2022 Chief Customer Officer 2021 Touchpoint 98

Eptica

JUNE 18, 2021

Date: Friday, June 18, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 ways to improve performance in your contact centre team. Author: Pauline Ashenden - Demand Generation Manager The working experience for staff in your contact centre directly impacts their performance, productivity and well-being.

2021 96

2021 Blog Interaction Management 96

Clarivate

OCTOBER 31, 2023

Due to lagging recognition, China’s annual average Category Normalized Citation Impact (CNCI) initially appeared to decline. Although China still has relatively more papers in impact categories below world average, it is now publishing as great a proportion of its research as the U.S. in 2018 to 21.9% Some noteworthy trends emerge.

2009 75

2009 2022 2018 2021 75

Eptica

FEBRUARY 19, 2021

Date: Friday, February 19, 2021 Author: Pauline Ashenden - Demand Generation Manager How to build mental muscle memory for customer service success. Learning from Santa’s customer service success. Tags: Micah Solomon, Customer service training, WFH environment Categories: Best Practice. Published on: February 19, 2021.

Customer Service 104

Customer Service 2021 Customer Service Training Blog 104

Eptica

NOVEMBER 1, 2020

Date: Friday, October 30, 2020 Author: Pauline Ashenden - Demand Generation Manager Four benefits to improving customer service by integrating your CRM and telephony system. Read the post in full on our parent company Enghouse Interactive’s website to learn more. Published on: October 30, 2020. Share this page on: Tweet.

Customer Service 117

Customer Service 2020 Customer Relationship Management Blog 117

CSM Magazine

SEPTEMBER 14, 2023

Industry Report Ranks Calabrio as an Overall Agent Management Leader and a Product Experience Leader. Calabrio , the workforce performance company, has been named an Exemplary Vendor in Ventana Research Buyers Guide 2023: Agent Management. Learn more and read the market report here.

2023 59

2023 Management Contact Center Customer Centricity 59

ClearAction

DECEMBER 26, 2022

To-date, no industry has reached the “Good” or “Excellent” category; most are in the “OK” category and a few are in the “Poor” category. To learn more about how to do this, see these recent articles: CX Annuities Solve CX ROI & Tenure Dilemmas.

Customer Experience 71

Customer Experience Reference Loyalty 2022 71

Eptica

NOVEMBER 6, 2020

Date: Friday, November 6, 2020 Author: Pauline Ashenden - Demand Generation Manager How to prepare your contact centre for Black Friday and beyond. Learn more by reading the full post on our parent company Enghouse Interactive’s website. Published on: November 06, 2020. Share this page on: Tweet.

2020 83

2020 ROI Consumers Blog 83

Eptica

JANUARY 22, 2021

Date: Friday, January 22, 2021 Author: Pauline Ashenden - Demand Generation Manager 4 areas to focus on for successful CX in 2021. Author: Pauline Ashenden - Demand Generation Manager With customer experience now key to winning and retaining business for every organisation how can contact centres play their part?

2021 72

2021 Download Blog Consumers 72

Kustomer

MARCH 30, 2021

Are you someone who likes to learn new things? Based on customer feedback, we have created a team dedicated to learning and training to help our customers get the most value out of Kustomer and deliver best-in-class customer experiences. Head to Settings > Feature Requests and select Training as your request category.

Workshop 98

Workshop Roadmap 2021 Customer Centricity 98

Beyond Philosophy

FEBRUARY 15, 2024

Learn more about Colin Shaw : Join over 80,000 people on our LinkedIn Newsletter list or visit our website for more great podcast episodes. Many emotions exist within those positive and negative categories, too. They won’t need any training to manage these emotions. Artificial intelligence can also help identify emotions.

Connections 88

Connections Loyalty Brands 2005 88

Clarivate

SEPTEMBER 5, 2023

That’s why we’re so excited about the recent user accolades for our IPfolio® IP management solution. These awards are particularly special because they recognize the benefits most important to our customers, earning the highest rating within its category for usability, ease of use, meeting user requirements, and user adoption.

E-support 52

E-support 2023 Document Demo 52

Calabrio

FEBRUARY 18, 2022

Ross Daniels at Calabrio looks at the recently published 2022 Agent Management Value Index Report from analyst firm Ventana Research, for insights into how to structure software selection processes – to help organizations pose the right questions to get the right answers. The categories are: Usability. Manageability. Capability.

Management 52

Management 2022 Contact Center Return on Investment 52

Beyond Philosophy

DECEMBER 16, 2023

16:57 Ryan explains the how AI is excellent in creating categories, and demonstrates his SAT-level mastery of fancy-sounding academic words. Click here to learn more about Professor Ryan Hamilton of Emory University. Click here to learn more about Beyond Philosophy’s Suite of Services. How can we help?

2024 78

2024 Innovation Workshop Consulting 78