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.

2018 89

2018 Blog Average Handle Time 2019 89

Calabrio

NOVEMBER 25, 2020

Contact centers are increasingly focused now on unique and often customer-specific challenges that require a knowledgeable and skilled agent. Technology is also creating new opportunities for contact centers to not only better serve customers but also gain deep insights through Big Data.

Contact Center 122

Contact Center Blog Banking Competitive Advantage 122

GetFeedback

JANUARY 24, 2019

These tools should provide you with the ability to create a variety of serves, as well as help you measure Net Promoter Score (NPS) , Customer Effort Score (CES) , and Customer Satisfaction (CSAT). A self-service knowledge base. Did you know that 91% of customers will use a self-service knowledge base if it’s provided?

Customer Experience 210

Customer Experience Net Promoter Score Effort Score Communication 210

ShepHyken

SEPTEMBER 16, 2016

This week on our Friends on Friday guest blog post my colleague, Mark Smith, writes about how crucial personalization can be to the customer experience. Instead of drilling down to the individual customer level to achieve effective personalization, marketers can instead try “personification,” a term recently created by Gartner.

Blog 119

Blog Customer Experience Retail Consumers 119

ShepHyken

SEPTEMBER 1, 2017

Don’t be fooled by the promise of traditional self-service solutions like knowledge bases and static FAQs. If you look closely at your knowledge base traffic, don’t be surprised to find out that fewer than 1% of your customers ever reach your knowledge base, let alone find content it in.

Blog 84

Blog E Commerce E-support Article 84

ShepHyken

JANUARY 18, 2019

How committed are you to creating a better experience for consumers if your strategic goals aren’t truly strategic? You also find that a large percentage of interactions deal with simple copy and pastes from your knowledge base. Would you consider that a great customer experience? Technology is on your side.

Blog 96

Blog Customer Experience Contact Center Airlines 96

ShepHyken

OCTOBER 19, 2018

I wanted to glean first-hand knowledge and stories from some of the brightest CX minds I know — and who are implementing AI strategies every day — to bring you unique perspectives on the extent to which the CX industry is being impacted by AI. Introduction: AI in CX. _. Ask the Experts: How AI is Impacting CX? _.

Blog 111

Blog E Commerce Customer Service E-support 111

SurveySensum

JANUARY 5, 2024

Their insights revealed a surge in “workout plans” and “nutrition tips” queries on their knowledge base. It helped the company enhance overall satisfaction and create a more personalized and efficient fitness experience. A fitness app team was analyzing its user interactions. Let’s dive in!

Insights 52

Insights E Commerce E-support User Experience 52

Comm100

OCTOBER 17, 2023

Knowledge Bases : A centralized repository where customers can search for and find answers to frequently asked questions. Ticketing Systems: Automatically create, assign, and track customer service requests. Analytics and Reporting : Gather data on customer interactions, identify trends, and make improvements based on insights.

Customer Service 78

Customer Service Multi-Channel Omnichannel Social Media 78

BlueOcean

DECEMBER 15, 2022

Tony has already made a big impact at the Washington-based studio and is building the player experience team from scratch to create a people-first organization. What inspires me most about Tony’s player support journey is his desire and willingness to share knowledge.

Books 156

Books Consulting Blog Customer Experience 156

ShepHyken

NOVEMBER 30, 2018

By establishing metrics for factors like “time spent in the knowledge base,” “screens to resolution,” or “questions to authentication,” you will learn what agents experience when supporting customers. This knowledge will, in turn, allow you to optimize backend tools and technologies. If not, it is time to make a change.

Blog 97

Blog Omnichannel Average Handle Time Contact Center 97

TechSee

AUGUST 14, 2023

Their knowledge and impact is constantly reshaping the service industry. Adrian’s driving passion is helping create, develop, and grow businesses that take care of their customers in the best way possible and create the great teams that are required to do that. If you missed the 2022 list, you can check it out here.

2023 207

2023 Customer Service Contact Center Customer Centricity 207

Gainsight

DECEMBER 10, 2018

Before you say, “ thank u, next ” to 2018, check out Gainsight’s top blog posts, webinars, and resources of 2018. Top 5 Customer Success Blog Posts of 2018. You can’t have a business without a product and you can’t maintain a customer base without Customer Success. Click here to read the blog.

Webinar 71

Webinar Blog Customer Success Net Promoter Score 71

Totango

MAY 13, 2022

In this blog, we’ll provide a guide to choosing the right digital engagement platform for your business needs. Customer support: Zendesk knowledge bases. Choosing the best customer engagement platform for your needs can make a massive difference in the success of your SaaS business. Why You Need a Customer Engagement Platform.

Customer Engagement 104

Customer Engagement 2022 Engagement Return on Investment 104

Kayako

MAY 13, 2022

Three different channels for self-service that are critical for the customer service eco-system: Help Center: a knowledge base where customers can search and find answers to questions and learn how to solve their issues, like updating an account or reviewing return policies. Fortunately, customers also like to help themselves.

White Paper 110

White Paper E Commerce E-support Customer Satisfaction 110

ShepHyken

JUNE 23, 2017

A Chat button is placed on your website and enables visitors to have their questions answered easily and quickly via text-based messages as they are instantly connected to a representative in real time. I like the live chat option becasue I can immediately get in touch with a representative to ask my questions without having to wait.

E Commerce 78

E Commerce Blog Engagement Banking 78

LiveChat

MAY 25, 2018

4 years ago, I was given the challenge to write my first article for the LiveChat Blog. For the record, LiveChat Blog had a small audience back then and our job was to get traffic to our blog and make it popular. Decide what to write about on your blog. And that is the main focus of our blog. But I finally did.

Blog 66

Blog Social Media Article 2017 66

LiveChat

JANUARY 3, 2019

It was a good year for the LiveChat blog. We’ve featured posts of many great content writers and shared tons of knowledge with you. Our blog was visited every month by over 100k visitors , who spend 8 minutes on each page on average. Let me proudly present a list of 12 killer posts we’ve published this year on LiveChat Blog.

2018 59

2018 Blog B2B 2014 59

TechSee

JULY 17, 2023

In this blog post, we will explore the five key obstacles service leaders face when integrating LLMs and offer practical advice on overcoming them. To train the LLM, you must upload various knowledge assets (e.g., Service leaders are increasingly looking towards AI to stay ahead, or even just to stay afloat.

Document 109

Document Interaction Presentation Customer Centricity 109

Comm100

MAY 23, 2023

This blog will help you on your way, providing the top automated customer service examples that can be used across industries. In this blog, we will cover some of the most common automated customer service examples that you could adopt to improve your team’s and agents’ efficiency and productivity. What is customer service automation?

Customer Service 76

Customer Service 2023 Reference Customers 76

ShepHyken

MAY 4, 2018

Advertising and marketing need to create delightful and relevant customer experiences by aligning the brand’s goals with what its ideal customers seek. The answer to this question extends beyond the value proposition and calls for doing each of the following: Create an easy path to purchase. Here’s what we did. During the Sale.

Blog 81

Blog Customer Experience Advertising Sales 81

ShepHyken

AUGUST 12, 2016

This week on our Friends on Friday guest blog post my colleague, Adam Toporek, writes about how important improvisation is in frontline customer service. However, scripts should never be a crutch or the complete solution, only a base upon which to build skillful, sincere communication. Shep Hyken. The Power of Yes in Customer Service.

Blog 88

Blog Customer Service 2015 Workshop 88

Comm100

APRIL 2, 2024

In this blog we will explore effective strategies and plans to improve your CSAT score, ensuring your business thrives by keeping your customers at the heart of what you do. Customer satisfaction (CSAT) scores are a vital metric for any business trying to track and improve their customer service and support.

Customer Satisfaction 95

Customer Satisfaction Feedback Interaction Insights 95

TechSee

JUNE 16, 2022

Whether they need help setting up a new device or to repair a damaged product, the way in which these interactions are handled are at the heart of customer satisfaction. As companies embrace the digitization of customer support, the new standard is much more than a phone conversation with a call center representative or a visit from a field agent.

Customer Service 251

Customer Service Contact Center 2022 Magazine 251

SaleMove

AUGUST 20, 2020

A sports team works from a playbook that provides strategies to create or respond to different circumstances on the playing field, and guides each team member in how to perform their part. Knowledge Managers. With the rise of big data analytics and virtual agents, the knowledge manager’s job is in for big changes.

Contact Center 90

Contact Center Virtual Agent Sports Insights 90

Team Support

JANUARY 22, 2024

In this blog, we will delve into the intricacies of automation, exploring its benefits, applications, and the core components that drive effective customer service automation. For instance, when a chat comes in and isn't resolved immediately, a ticket can be created and assigned automatically. What is Automation?

Customer Service 59

Customer Service Exceptional Customer Service B2B Demo 59

Bold360

APRIL 1, 2020

Knowledge is power, especially during the COVID-19 pandemic when both individuals and organizations alike are struggling with uncertainty. When knowledge is stuck in silos, available for the few and shared by the few, your company has a continuity problem. Centralize and Scale Your Knowledge Base.

Call Center 95

Call Center Management Social Media Contact Center 95

CSM Magazine

MARCH 4, 2022

Intelligent self-service (ISS) experts, 4 Roads , has partnered with the Institution of Engineering and Technology (IET) to transform its global membership network and knowledge sharing capabilities through a new online community platform built on Verint Community. As a result, content was only visible to a fraction of its membership.

Technology 98

Technology 2007 2012 User Experience 98

Calabrio

NOVEMBER 25, 2020

Contact centers are increasingly focused now on unique and often customer-specific challenges that require a knowledgeable and skilled agent. Technology is also creating new opportunities for contact centers to not only better serve customers but also gain deep insights through Big Data.

Contact Center 52

Contact Center Blog Banking Competitive Advantage 52

Eptica

JULY 8, 2022

Date: Friday, July 8, 2022 Author: Pauline Ashenden - Demand Generation Manager Why knowledge management is essential for your contact centre. Author: Pauline Ashenden - Demand Generation Manager Knowledge is now more important than ever for effectively dealing with customers’ queries in the contact centre.

Management 71

Management 2022 B2B Blog 71

COPC

JUNE 9, 2023

This blog article discusses the importance of employing multiple types of AI, implementing effective controls and guardrails, and adapting specific roles within the CX organization. Additionally, the high volume of interactions handled by CX professionals creates fertile ground for AI-driven efficiencies. Nexcom A/S and COPC Inc.

Customer Experience 114

Customer Experience Customer Journey Insights Technology 114

BirdEye

MAY 24, 2023

And we’ll share creative referral program ideas you can use as inspiration for creating your own engaging referral strategies. Customer referral Your existing customer base is one of your most valuable marketing and sales resources when it comes to referrals. Table of contents Do referral programs work?

Social Media 98

Social Media Reference Sports Sales 98

ShepHyken

JUNE 30, 2017

If we define AI, it is the science behind technologies that has the ability to act like human beings based on the data captured which might include behaviour pattern of the different set of audience, huge knowledge pool, and the competence to solve different problems.

Government 90

Government Technology Blog 2017 90

BirdEye

NOVEMBER 21, 2023

This blog stands apart as a non-overwhelming guide, no-fluff, just actionable insights, offering a streamlined approach to interior design marketing. So, partnering with influencers, bloggers, or other professionals to co-create content helps expand reach and leverage their audiences.

Marketing 109

Marketing Social Media Advertising Workshop 109

SurveySensum

OCTOBER 17, 2023

This is why, in this blog, we will explore the top 15 customer feedback tools for NBFCs that you can use for your business to collect customer feedback and gauge customer loyalty and satisfaction. ‘Meet Sarah, a young entrepreneur with a promising business idea. She decided to seek financial assistance from an NBFC for her startup.

Feedback 52

Feedback Management NPS Customer Satisfaction 52

Customer Bliss

JUNE 9, 2021

Leaders diligently take actions to point out exactly what the high road is; creating a path for the company to follow. By sharing information about their products and pricing, and by openly transferring knowledge to customers they prove they want to do what’s best for them. For REI, Black Friday is a family day, not a commerce day.

Leadership 288

Leadership Books Hospitality Customer Relationships 288

SurveySensum

OCTOBER 10, 2023

So, with this blog, we have mined the top 9 Delighted alternatives by examining their features, pros, and cons. Delighted is a customer feedback platform that helps businesses gather, track, and analyze thousands of actionable customer, product, and employee feedback. It also offers tagging and segmenting of feedback for actionable insights.

Multi-Channel 52

Multi-Channel Feedback 2023 NPS 52