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. Read the full article on our parent company Enghouse Interactive’s site here.

2022 111

2022 Culture Blog Article 111

ShepHyken

MAY 5, 2017

This week on our Friends on Friday guest blog post my colleague, Dan Rood, writes about the precious commodity of time and why we must use the latest technologies to help customers save time and have amazing customer experiences. I think a great self-service option is key for everyone. Shep Hyken.

Blog 80

Blog Omnichannel Social Media Retail 80

ShepHyken

NOVEMBER 15, 2019

This week we feature an article by Nogol Tardugno who tells us how to get our contact center interactive voice response (IVR) to deliver the best customer experience. Any reports of the death of interactive voice response (IVR) as a customer service channel have been greatly exaggerated.

Blog 96

Blog Customer Experience Contact Center Interaction 96

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

Comm100

MARCH 21, 2023

With more options than ever before for customers, switching brands is easy. Organizations need to take every advantage they can get, and providing excellent customer service has become one of these key differentiators. Live chat software has become increasingly popular within customer service, and for good reason.

Customer Service 69

Customer Service Omnichannel Customer Satisfaction Social Media 69

ShepHyken

OCTOBER 19, 2018

Self-learning machines can improve your website visitors’ personalized experience in a multitude of ways. For example, algorithms are able to digest complex customer data and provide relevant content to individuals at the right time. So, how is AI changing customer experience? Introduction: AI in CX. _.

Blog 111

Blog E Commerce Customer Service E-support 111

BirdEye

OCTOBER 11, 2023

Customer experience is much more than just a buzzword, especially in the insurance industry. Clients are more likely to recommend a company that can guide them in choosing the right insurance product for them and their families. Why is customer experience important in the insurance industry?

Insurance 109

Insurance Customer Experience Social Media Omnichannel 109

ShepHyken

AUGUST 31, 2018

This week we feature an article by Yura Filimonov who shares some of the many ways we can use AI to provide customer support. – Shep Hyken. The hype around AI is high, but it may seem unclear to businesses, whether they’ll benefit from it themselves. Verizon fixes customer-affecting issues before they are noticed.

Blog 74

Blog Social Media Insurance Contact Center 74

ShepHyken

NOVEMBER 23, 2018

This week we feature an article by Pascal van Opzeeland who writes about the quality of customer support and what it takes to provide great customer support. – Shep Hyken. What makes a customer support interaction good or bad? To be good, a customer support interaction needs to be…. Element #1: Fast. Element #3: Clear.

Blog 68

Blog Effort Score Customers Interaction 68

Method:CRM

MARCH 13, 2023

No matter the industry, customer experience is a huge part of your business success. You should never neglect your customers’ wants and needs. Instead, you should strive to exceed customer expectations. An effective way to improve customer satisfaction is to incorporate a customer experience portal into your business.

Customer Experience 90

Customer Experience E-support Customers Document 90

Eptica

OCTOBER 13, 2020

Date: Tuesday, October 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Self-service and its importance to greater customer satisfaction. At the same time effective self-service benefits businesses, increasing efficiency and freeing up resources to focus on more complex, added-value interactions.

Customer Satisfaction 92

Customer Satisfaction 2020 Blog Consumers 92

ShepHyken

DECEMBER 30, 2016

This week on our Friends on Friday guest blog post my colleague, Erich Lawson, writes about the importance of being an eco-friendly business and how it can encourage loyalty among consumers. This is a great example of finding out what is important to your customer and making it a priority. Shep Hyken. What Message Are You Conveying?

Blog 86

Blog Loyalty 2011 2013 86

SurveySensum

NOVEMBER 3, 2023

You reach out to their customer service, and within seconds, a friendly chatbot listens to your issue properly and provides you with the answer, gathering valuable customer feedback. That’s the power of good customer service! In this blog, we’ll explore seven customer service trends for 2024.

2024 52

2024 Customer Service E Commerce E-support 52

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. 3 customer churn symptoms and cures.

Customer Service 117

Customer Service 2020 Customer Relationship Management Blog 117

ShepHyken

NOVEMBER 30, 2018

This week we feature an article by Brian Cantor who gives us a list of ways to achieve success and consistency when communicating with customers on any channel. – Shep Hyken. Making for a jointly admirable and problematic reality, the customer contact community often takes a lofty, wide-eyed approach to strategy and technology.

Blog 97

Blog Omnichannel Average Handle Time Contact Center 97

Call Experts

JUNE 15, 2023

We rely heavily on these essential services, from electricity and water to telecommunications and internet services. As a result, for those looking to ensure seamless operations and superior customer service, many companies are deciding to use a call center for utilities as it has proven itself to be quite a powerful tool.

Contact Center 52

Contact Center Multi-Channel Customer Service Call Center 52

Comm100

OCTOBER 10, 2022

The life of chatbots in customer service has been turbulent. However, as bot technology has rapidly improved, so too has organizations’ readiness to adopt chatbots in their customer service operations. Staffing has become increasingly difficult in customer service. Reducing repetitive work.

Customer Service 84

Customer Service Customers Technology 2019 84

Beyond Philosophy

NOVEMBER 2, 2023

We order ready-made meals from a company called All Plants. That Awesome Future Self We also make choices at the moment, which are subject to the Immediacy Bias, which clouds our judgment about the prudence of waiting for a reward later. Do you want something lesser but more immediate or longer-term with a more significant benefit?

Books 88

Books Loyalty Programs Presentation Customers 88

ShepHyken

JANUARY 18, 2021

Each week I read a number of customer service and customer experience articles from various resources. 21 Tips for 2021 Customer Experience Excellence by Lynn Hunsaker. ClearAction) Here are 21 tips for achieving 2021 customer experience excellence in these areas and beyond. by Tracey Ruff.

2021 128

2021 Article Customer Service B2B 128

Beyond Philosophy

APRIL 11, 2024

Listen to the podcast: One of the things I talk about a lot with clients is customer emotions. The reason I do is because over half of any experience is highly influenced by customer emotions, which, among other things, motivate customers to act. So, what does a job to be done have to do with customers?

Books 78

Books Customers Insights Marketing 78

CSM Magazine

APRIL 25, 2023

Rob Crutchington, CEO of Encoded, discusses three other key findings and how modern technology and payment orchestration can address the issues to help contact centres reduce costs, protect card data and improve customer experience. The benefits of PayByLink include secure payment and reduced agent time on the call.

2023 52

2023 E Commerce Return on Investment ROI 52

Call Experts

APRIL 14, 2023

IVR systems are designed to streamline communication and customer service for businesses through automation and simplifying interactions with callers. McKinsey explains that at one North American call center alone, over 10 million customer requests are handled by IVR technology annually. How Do IVR Systems Work?

Call Center 52

Call Center 2025 Customer Satisfaction Communication 52

Upstream Works

NOVEMBER 30, 2022

There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. This is not a promising scenario for contact centers looking to make customer experience (CX) a differentiator for their company.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78

Eptica

OCTOBER 13, 2020

Date: Tuesday, October 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Self-service and its importance of self-service to greater customer satisfaction. How can organisations put in place the right strategy for self-service to boost satisfaction and efficiency? Share this page on: Tweet.

Customer Satisfaction 63

Customer Satisfaction 2020 Blog Consumers 63

Lumoa

FEBRUARY 14, 2024

From social media posts to Google and Yelp reviews, every buyer can recount their customer experience with your company to a global audience. It is no wonder, then, that businesses have started paying much closer attention to their customer experience (CX) strategy. Reviewing your existing CX strategy is a good place to start.

Customer Experience 83

Customer Experience 2024 Multi-Channel Social Media 83

Totango

NOVEMBER 27, 2023

After several years of relentless pursuit of new business, 2023 made it clear to many companies that growth at all costs is not a sustainable strategy. This shift presents a compelling opportunity for B2B enterprises to invest in tailor-made tools for their post-sales organizations and customer success (CS) teams.

Customer Success 93

Customer Success 2023 B2B Customer Relationship Management 93

Eptica

JANUARY 8, 2021

Author: Pauline Ashenden - Demand Generation Manager In current times businesses are looking at how they can optimise their operations and work as efficiently as possible, while still delivering the high levels of customer service that consumers expect. The benefits of bringing video into the contact centre.

2021 85

2021 2020 Blog Consumers 85

Upstream Works

NOVEMBER 30, 2022

There have been several implications in this space that compound each other, with the net result being a more challenging environment for all forms of customer service. This is not a promising scenario for contact centers looking to make customer experience (CX) a differentiator for their company.

Contact Center 78

Contact Center Customer Experience 2023 Customers 78

Bold360

APRIL 1, 2020

No matter what happens next, your employees and customers will continue to have questions they need answered (and fast), even as your call center struggles to maintain operational continuity. When knowledge is stuck in silos, available for the few and shared by the few, your company has a continuity problem. COVID-19’s Double Whammy.

Call Center 95

Call Center Management Social Media Contact Center 95

Call Experts

FEBRUARY 19, 2020

How focussed are you on improving customer experience (CX). What is customer experience? CX is the sum of all the moments your customers share during their entire customer journey. Improving this experience is about developing an emotional connection to create a brand perception of your company. Self-Service Tools.

Customer Experience 80

Customer Experience Contact Center Call Center 2018 80

Lumoa

SEPTEMBER 30, 2022

By now, the importance of delivering a superb customer experience in banking is crystal clear. It’s estimated that financial brands that deliver a better customer experience (CX) receive twice as many recommendations. Plus, their customers are also two times more likely to try new products or services. .

Banking 94

Banking 2023 Customer Experience Financial 94

Call Experts

DECEMBER 18, 2019

Automated phone lines are a powerful resource for interactions with your customers. With optimized tools, you can create optimized protocols and systems with the intention of your customers moving with ease to find answers. To build an easy to use IVR that helps your customers follow these five tips! Listen and optimize.

Contact Center 81

Contact Center Call Center 2018 Omnichannel 81

Inbenta

NOVEMBER 3, 2022

In the age of digital customer experience, customers expect fast and convenient interactions. In this blog post, we’ll explore the key benefits and use cases of healthcare chatbots and why healthcare companies should invest in chatbots right away. Benefits of Chatbots in Healthcare. And for good reason.

Healthcare 96

Healthcare 2022 2030 Hospitality 96

Comm100

JUNE 25, 2020

First, the COVID-19 pandemic revealed the need for companies to keep business going responsibly. Now, as racial relations dominate the news, many companies may feel the need to reassure their consumer base that they are on the right side of history. Plenty of other companies are also having their own internal reckonings.

Blog 52

Blog Customer Service Social Media Consumers 52

Totango

SEPTEMBER 20, 2022

Customer Enablement Essentials: What B2B and SaaS Brands Need to Know. Customer enablement empowers customers by giving them the resources they need to use your product successfully. This helps deliver more satisfying customer experiences , promoting customer renewals and referrals, which are critical to B2B SaaS businesses.

B2B 83

B2B Net Promoter Score Social Media Customer Success 83

Call Experts

JANUARY 8, 2020

Now more than ever, it's relevant to understand and optimize your customer touchpoints. According to Forbes , "customer-centric companies are 60% more profitable than companies that don't focus on customers." Here are some of our tips and tricks to provide a quality experience to your customer base: .

Touchpoint 78

Touchpoint Contact Center Call Center 2018 78

Beyond Philosophy

DECEMBER 28, 2023

We hosted the Global Customer Service Experience Director of Alvarez & Marsal Alex Mead ( alexmead@sky.com ) recently to talk about it, and I wanted to share what we discussed here with all of you, too. Mead says that he believes AI will reduce customer effort in experiences. He predicts that customers can ask, “Hey!

Airlines 88

Airlines Call Center Interaction Information 88