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. Why a consistent customer experience is so important (and how to deliver it). Published on: October 02, 2020. Share this page on: Tweet.

Customer Experience 127

Customer Experience 2020 Call Recording Blog 127

Call Experts

FEBRUARY 18, 2021

And, a contact center is instrumental in supporting your customers. . Offering outstanding customer support means focusing on a few key metrics. And then, making sure to incorporate these elements into your customer experience and customer journey: Promptness – time to answer, time to resolution, etc.

Contact Center 52

Contact Center Blog Call Center E-support 52

InMoment XI

SEPTEMBER 27, 2023

Drawing insights from the feedback of more than 32,000 consumers, this report is a goldmine of information that sheds light on how brands are faring in the eyes of their customers. In this blog, we will delve specifically into the UK insurance industry. What’s the Score for Insurance Brands? However, there’s more to the story.

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Insurance NPS Net Promoter Score Loyalty 260

ClientSuccess

MARCH 20, 2019

We believe that customer success is not just a department, but a company mindset and culture. In this blog, I will cover the 4 high-level categories of customer success metrics. In the ‘customer success metrics’ blogs that will follow, I will dive deeper into each category with examples and formulas.

Metrics 61

Metrics Customer Success Measurement Net Promoter Score 61

Beyond Philosophy

JANUARY 10, 2019

The answer is found in the concept of mental accounting, and it might have significant implications for your Customer Experience. We discussed how our mental accounting affects our behavior as customers in our recent podcast. You want to go but decide not to because that category’s budget has been spent.

Customer Experience 127

Customer Experience Entertainment Customers Travel 127

CustomerSuccessBox

MAY 18, 2022

So has the customer success industry and the content around the space! 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!

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2022 Blog Customer Success Definition 52

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. Predictive modeling and real-time data analysis have created huge opportunities for companies to personalize the customer experience.

Customer Experience 83

Customer Experience Management Net Promoter Score Insights 83

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. 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!”

Article 79

Article 2024 Customer Service Airlines 79

Eptica

MARCH 19, 2021

Millard Understanding the impact of the pandemic on customer experience. Millard COVID-19 has changed customer needs and expectations – how can companies ensure they are delivering the right levels of service moving forward? Millard, Customer Service, autonomous customer Categories: Trends and Markets.

Customer Experience 72

Customer Experience 2021 Blog Article 72

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.

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2018 Blog Average Handle Time 2019 89

Experience Investigators by 360Connext

JANUARY 26, 2015

While many of the readers of this blog (that’s you!) are familiar with customer experience terms and ideas, most people still are not. So I explain our work of helping companies and organizations understand the true experience of their customers, leading to improved experiences.

Customer Experience 274

Customer Experience Social Media Leadership Airlines 274

Eptica

AUGUST 4, 2022

Author: Pauline Ashenden - Demand Generation Manager A lot has been said about the importance of digital transformation in business today, including in customer experience. 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.

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2022 B2B Blog Article 148

Eptica

SEPTEMBER 16, 2020

Date: Wednesday, September 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Two key themes that are driving UK customer experience post-pandemic. At a time when customer experience and reassurance has been vital, how well has CX coped, and what lessons can be learnt for the future? Share this page on: Tweet.

Customer Experience 127

Customer Experience 2020 Contact Center ROI 127

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. Ian Golding’s guest post focused on the vital importance of trust in delivering effective customer experience. 5 ways CEOs can build truly customer-centric organizations.

2019 65

2019 Blog 2020 Leadership 65

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.

Customer Service 126

Customer Service 2022 Blog Interaction 126

Eptica

JUNE 10, 2022

Author: Pauline Ashenden - Demand Generation Manager Understanding the customer is the start point of delivering excellence in customer service. However, research covered in our latest blog identifies three disconnects between companies and their customers when it comes to the customer experience.

2022 120

2022 Banking Customer Journey Blog 120

Lumoa

JANUARY 19, 2023

Understanding customers is a key step to success, and organizations do it best when they have a customer experience department in place. This department is tasked with analyzing customer feedback and data and disseminating its findings to improve the organization’s processes, products, and services.

Customer Experience 94

Customer Experience Net Promoter Score Metrics NPS 94

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.”. This gives employees the opportunity to make a greater impact on the resolution to the issue, and on the overall customer experience. Technology replacing humans.

Contact Center 113

Contact Center Blog 2025 Banking 113

Lumoa

MAY 9, 2023

In the highly competitive world of business, understanding and enhancing the customer experience is of paramount importance. As a result, organizations can boost customer satisfaction and loyalty, paving the way for sustained revenue growth.

Feedback 83

Feedback Customer Experience Customers Retail 83

Daniel Group

MARCH 13, 2020

Does your customer experience strategy for selling capital goods address the most significant NPS® components? Our research now reveals how all these factors come together to create a great, mediocre, or bad experience. Our interviewers capture verbatim responses and then tag each answer into pre-established categories.

Customer Experience 98

Customer Experience Net Promoter Score NPS B2B 98

Eptica

JUNE 15, 2022

Technology can drive greater efficiency and cost savings, deliver better experiences, and help increase citizen engagement. Our blog describes the key factors that are driving digital investment within local government customer service, as well as highlighting some of the challenges. Share this page on: Tweet.

Technology 126

Technology 2022 Government Banking 126

Eptica

JANUARY 16, 2022

Author: Pauline Ashenden - Demand Generation Manager 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. Preparing for future customer service challenges. Share this page on: Tweet.

Customer Service 127

Customer Service 2022 2021 Blog 127

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. The five customer service learnings we can all take from Amazon. Categorie(s): Best Practice Today, customer service is central to differentiating your company.

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2021 Metrics Blog Interaction 126

Beyond Philosophy

JULY 2, 2020

” Some organizations out there concerning the pandemic (and maybe other things, too) are falling into that third category. We use research called Emotional Signature Edge® that can find these hidden gems and provide you a target to hit with your revised and reimagined customer experience. ” marketwatch.com.

Customer Experience 195

Customer Experience Airlines 2020 Presentation 195

Beyond Philosophy

OCTOBER 6, 2014

We work with Customer Experience (CX) professionals around the world and train them on how to go about implementing CX programs. The main reason that an organization fails to improve their CX is because of their lack of Customer Centricity. The symptom is a poor experience; the cause is their lack of Customer centricity.

Customer Experience 154

Customer Experience Net Promoter Score Customer Centricity CEM 154

Eptica

AUGUST 19, 2022

Author: Pauline Ashenden - Demand Generation Manager Customers want their queries answered accurately without having to make contact more than once. That makes achieving high First Contact Resolution (FCR) rates vital to the overall customer experience. 6 ways of delivering excellent B2B customer service.

Net Promoter Score 106

Net Promoter Score 2022 B2B Metrics 106

ChurnZero

DECEMBER 29, 2020

Top 10 Blog Posts from 2020. 9 Well-Meaning Yet Harmful Phrases to Avoid with Customers. This article is a roundup of the not-so-obvious phrases you should avoid saying to a customer no matter how well-intentioned or deserved. How To Nail Implementation and Customer Success Handoffs.

2020 98

2020 Blog 2021 Chief Customer Officer 98

Eptica

JANUARY 31, 2022

Author: Pauline Ashenden - Demand Generation Manager Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience. Four key considerations for customer self-service success. Share this page on: Tweet.

2022 111

2022 Culture Blog Article 111

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. You might also be interested in these posts: Overcoming the challenges to customer service quality. You might also be interested in these posts: Overcoming the challenges to customer service quality.

Customer Service 122

Customer Service 2022 Presentation Customers 122

Upstream Works

NOVEMBER 30, 2022

This is not a promising scenario for contact centers looking to make customer experience (CX) a differentiator for their company. Unsurprisingly, contact center as a service (CCaaS) adoption has accelerated, as contact center leaders are recognizing the need for innovation to better support digital customer experiences.

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Contact Center Customer Experience 2023 Customers 78

Eptica

APRIL 15, 2021

Read the full article exploring these key trends on the Enghouse Interactive blog. You might also be interested in these posts: Understanding the impact of the pandemic on customer experience. Categorie(s): Trends and Markets How are collaboration and communication tools benefiting the contact centre?

Customer Service 125

Customer Service 2021 Blog Article 125

ShepHyken

JUNE 15, 2018

Most of us think chatbots are sophisticated, AI-powered self-learning bots that leverage some form of advanced language processing to understand the customer’s intent and find a relevant answer. Businesses that truly care about their customers, strive to be leaders, and not followers when it comes to innovation in customer experience.

Blog 76

Blog Social Media Healthcare 2017 76

Eptica

FEBRUARY 7, 2022

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

2022 121

2022 2021 Blog Article 121

SurveySensum

NOVEMBER 8, 2023

Customer experience encompasses every interaction a customer has with a business. A survey conducted by TELUS International revealed that 65% of customers anticipate­ some level of CX automation in their customer journey. In this blog, we are going to explore the hot topic of CX automation from A to Z.

Customer Experience 52

Customer Experience NPS Customer Satisfaction Social Media 52

Eptica

NOVEMBER 13, 2020

Contact Babel’s new Inner Circle Guide to the Voice of the Customer, sponsored by Enghouse Interactive, explains how to create and run your strategy. Our latest blog picks six key questions that the guide answers in-depth to help you to successfully embrace VoC. Share this page on: Tweet. Remote Working 2.0:

2020 126

2020 Download Blog Interaction 126

CloudCherry

NOVEMBER 11, 2019

With over 100 stellar submissions to choose from- falling into either the Practitioner or the Influencer Categories- our Top 10 list quickly became our Top 12 list. SO, without further ado, our Top TWELVE CX Champ 2019-2020 Winners are: In the Category of PRACTITIONERS-. In the Category of INFLUENCERS-. Brava, Janet!

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2019 2020 Leadership Consulting 170

Eptica

SEPTEMBER 23, 2020

Author: Guest author: Martin Hill-Wilson Thanks to increased focus and investment in customer experience companies are now improving outcomes when it comes to dealing with customers and reducing the effort involved. Why now is a great time to optimise your customer service – Part 3: Putting the right resources in place.

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Interaction 2020 Blog Customers 117