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.

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2021 2020 Blog Technology 72

Optimove

JULY 12, 2023

The CRM Marketer evolution curve Download Now>> How does a content recommendation engine work? A content recommendation engine works by combining data and machine learning technology. This can include product descriptions, categories, genres, tags, prices, and other data related to the company’s items.

E Commerce 52

E Commerce Download Social Media Advertising 52

Eptica

APRIL 1, 2021

Author: Pauline Ashenden - Demand Generation Manager The pandemic and remote working have increased the importance of understanding and supporting the mental and physical wellbeing of contact centre agents. Tags: agent wellbeing, Hybrid Working, contact centre Categories: Best Practice. Published on: April 01, 2021.

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Eptica

JULY 30, 2021

Successfully managing the shift to hybrid working. Tags: ContactBabel, Customer Service Channels Categories: Trends & Markets. Read the full article on our parent company Enghouse Interactive’s site here. Share this page on: Tweet. The 3 business benefits of focusing on your agents.

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Consumers Customer Service 2021 Blog 85

TechSee

FEBRUARY 12, 2019

But a more pressing concern for many is being rendered obsolete by intelligent systems that can outperform us in our daily work. Agent-only platforms first evolved into hybrid systems offering agent assistance in the form of decision-support tools , with the agent providing feedback to the machine for ongoing optimization.

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Contact Center Banking Roadmap Insurance 111

Eptica

APRIL 30, 2021

Tags: Emotional intelligence, Hybrid Working Categories: Best Practice, Trends & Markets. Based on a recent Call Centre Helper webinar, our latest post explains what emotional intelligence is, techniques to focus on, and how it can benefit your contact centre team. Share this page on: Tweet.

Call Recording 72

Call Recording 2021 Webinar Customer Satisfaction 72

Lithium

JANUARY 3, 2023

An Interview for Change: How AI and Automation Drive ROI A simple solution would be to let bots tag routing and prioritize whatever time or click-heavy tasks you're agents have to do. The Hybrid Future is Here: Let’s modernize your agent's experience. Take clicks off the agent's plate.

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Eptica

JULY 17, 2019

These work in complementary ways, as explained in this previous blog , Text analytics is an extremely powerful tool to uncover insights from unstructured data , such as open - ended comments , emails , chat and social media. This is where machine learning can be deployed to make it even more powerful through a hybrid approach.

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Gainsight

AUGUST 24, 2020

As the chart above shows, having an administrator or engineer install PX tags and identify calls is the prerequisite to helping users quickly unlock the product’s value. Whether your program is a pure tech-touch- or a hybrid (tech-, high-, and low-touch) approach, if you discover that some part of the process isn’t working, stop to assess.

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Multi-Channel Webinar Effort Score Metrics 105

Eptica

JULY 22, 2022

Author: Pauline Ashenden - Demand Generation Manager The contact centre, like all parts of the organisation, must work towards reducing emissions and ensure the future of the planet. Our latest blog post discusses how you can make your contact centre greener, through strategies such as switching to the cloud and embracing hybrid working.

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2022 Blog Article Interaction 93

Eptica

AUGUST 19, 2020

This gives real agility and brings together the centralised and cross-business CX approaches to work effectively. Only by adopting a hybrid approach to CX that involves everyone, yet gives the focus, skills and investment of an expert team, will organisations be ready to succeed in the post-COVID world.

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Net Promoter Score Customer Centricity Chief Customer Officer Culture 82

Eptica

MAY 7, 2021

Author: Pauline Ashenden - Demand Generation Manager Microsoft Teams unlocks enormous benefits for your contact centre - from improved collaboration and greater efficiency to seamless remote and hybrid working. Tags: Unified Communications, Microsoft Teams, migrating to Teams Categories: Best Practice.

Call Recording 95

Call Recording 2021 Blog Customer Satisfaction 95

Eptica

APRIL 23, 2021

Author: Pauline Ashenden - Demand Generation Manager While 93% of contact centres are already using call recording solutions, new innovations such as AI mean that its benefits and applications are deepening, particularly in a hybrid working world. Read the full post on the website of our parent company Enghouse Interactive here.

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Call Recording 2021 ROI Innovation 72

Qualtrics

APRIL 12, 2021

Employee recognition drives engagement and helps foster a sense of belonging at work – even when your team is remote. Here’s how to recognize your employees in ways that resonate and amplify their good work. Employee recognition acknowledges the hard work and accomplishments of the individuals and teams within your organization.

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Engagement Employee Experience Communication Definition 26

InMoment XI

AUGUST 24, 2022

How Does Sentiment Analysis Work? To do this, companies will provide the sentiment analysis model with a training set of natural language feedback that has already been tagged with labels showcasing which words or phrases demonstrate a positive, neutral, or negative sentiment. Hybrid Sentiment Analysis.

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Definition Feedback Communication Social Media 493

SmartKarrot

MAY 24, 2022

Tech is full of stories of women hiding their pregnancy and motherhood, quitting because they could not balance parenting and career, being called out for taking time off to pick up their child or leave on time at the end of the working day, and more. So, what can customer success leaders do to support working parents?

Customer Success 19

Customer Success Culture Communication Customers 19

ClientSuccess

APRIL 20, 2017

Back when Paul first started working with customers, “Customer Success” was considered a hybrid between account management and customer service. Paul Pizza is a veteran in the Customer Success space with his experience starting in the late 1990’s when most didn’t even know what the term meant.

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Gainsight

JUNE 22, 2021

When people look at my LinkedIn, they’re often surprised to see that I was an event planner before I worked in a more technical role. While we’re slowly starting to see events return to an in-person format, it’s likely that some form of a hybrid event will become the norm. The Future of Hybrid Events. What is Gainsight PX?

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Engagement Events 2021 2022 52

Gainsight

APRIL 19, 2022

Data tagging is a simple way to standardize these behavioral data sets and compare metrics across products. Not every customer learns the same way, so your onboarding playbook should incorporate a mix of human-led, digital-first, and hybrid strategies. They also work for training refreshers or guide the next-best actions for customers.

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Customer Success Customer Journey Sales Customers 52

ClearAction

APRIL 29, 2020

retention, loyalty, advocacy, care, success, digital transformation, etc.) — or even a Chief Marketing Officer may include this as hybrid role. Influence ease-of-work and ease-of-doing business as a committee member for product development and realization, go-to-market, employee engagement and other endeavors across the company.

Customer Experience 71

Customer Experience Chief Customer Officer Customer Centricity Leadership 71

SurveySensum

DECEMBER 9, 2022

Because if you won’t get enough responses on your surveys, how will you know what’s working and what’s not? Multilingual surveys can work wonder. Another benefit of WhatsApp surveys is that you can send short surveys frequently, and can indeed work best for your organization. But this needs to change. Are we done?

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Feedback 2016 Communication Information 52

Grade.us

APRIL 17, 2019

Your competitors are looking to take (steal) the credit for your hard work. It's common for your clients to work with a variety of external service providers. What's more, they want you to prove that their stellar returns came from your hard work. Your best work begins (and ends) with the right training.

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2019 Social Media Metrics Marketing 21

SurveySparrow

NOVEMBER 26, 2021

With more remote workers and hybrid workers than ever before, automation can help you keep things sorted. This data is precious because it gives us insight into the inner workings of the workforce and the employee experience. Keep track of tasks and work obstacles with standup bots. Is your team all over the place? Sage People.

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2022 Document Employee Experience NPS 52

CustomerSuccessBox

JULY 25, 2019

This is the first and foremost work that needs to be done. You believe in the company’s mission and vision; which is why you are working for the company. The best way is to combine both the types of onboarding ( hybrid approach) to get the best of both worlds. . Manage customer expectations. Solve the business problem.

Touchpoint 79

Touchpoint Financial Customer Success Blog 79

Currency Alliance

MAY 19, 2021

Headless platforms give you the agility you need to continually improve your customer experience – without ripping out existing systems, without friction, and at far lower cost than the usual price-tag for software upgrades. This will be familiar to any loyalty professional still working with legacy loyalty tools.

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Loyalty Touchpoint Loyalty Programs Social Media 52

TechSee

DECEMBER 5, 2017

The platform allows for real-time conversation, regardless of channel type, via a unique Hybrid Messaging Timeline. Founded in 2005, Coveo is a provider of predictive search technologies, with integrated plug-ins for Salesforce.com, Sitecore, Google Apps for Work, Atlassian, JIRA, Office 365, YouTube, Lithium, Jive, Dropbox, and more.

Contact Center 116

Contact Center Customer Satisfaction Technology Call Center 116

C Space

OCTOBER 12, 2020

Microsoft is allowing more of its employees to work from home permanently, the company announced Friday. Microsoft will now allow employees to work from home freely for less than 50 percent of their working week, or for managers to approve permanent remote work. million gross square feet of office space.

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