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

One Millimeter Mindset

NOVEMBER 24, 2020

From this year forward, we all share a common story about how we moved one millimeter beyond what is professionally comfortable. Initially, share your stories with each other. I guarantee that untapped human capital value resides within those individual, yet interconnected, stories you currently do not share.

Blog 95

Blog Workshop Leadership 2020 95

Calabrio

NOVEMBER 25, 2020

Tech advances are powering better service through all channels, including voice, SMS, chat and in-app messaging as well as video, which is quickly becoming a favored channel, especially during the pandemic. Other advances include more immersive co-browsing features to help agents share the customer’s view and jointly troubleshoot with them.

Contact Center 122

Contact Center Blog Banking Competitive Advantage 122

ShepHyken

FEBRUARY 22, 2019

This week we feature an article by Stacy Sherman who reminds us that brands must not compete on price alone and shares a great story to illustrate this point from Stacy’s Pita Chips. – Shep Hyken. I share my story because it serves as a reminder that brands should not compete on price alone.

Blog 109

Blog Hotels B2C Loyalty 109

One Millimeter Mindset

DECEMBER 13, 2018

These 5 One Millimeter Mindset Collaborative Storytelling Blog posts are focused on helping you “see” your organization’s or association’s stories as vibrant testimonials of how you serve customers. Enjoy these 5 One Millimeter Mindset Collaborative Storytelling Blog posts, especially selected. Babette Ten Haken.

Blog 68

Blog 2018 Workshop Customer Retention 68

One Millimeter Mindset

SEPTEMBER 27, 2018

These third quarter zinger blog posts focus on how “what we do” impacts the customers we serve. Instead, these third quarter zinger blog posts concentrate on the value of YOU. Here are 8 zinger blog posts to catalyze your professional innovation, workforce engagement and customer success during Q4. Subscribe to my blog.

Blog 70

Blog Customer Retention B2C Workshop 70

CX Accelerator

NOVEMBER 7, 2023

Ben Motteram , reminding us that we must act on our voice of customer data adds: 7) monitor their NPS (Net Promoter Score) on dashboards but do nothing to try to improve it. The representative on the phone went so far as to tell me that I should try calling my credit card company to see if they had any information about my flights.

Customer Centricity 316

Customer Centricity Airlines Net Promoter Score Books 316

Comm100

SEPTEMBER 19, 2022

NLP-powered chatbots can process users’ inputs and respond in a natural voice. Share content directly from the chatbot interface on social media platforms such as Facebook, Twitter, and LinkedIn. It also improves the level of interaction between your company and its customers. Natural Language Processing. Third-party integrations.

Blog 63

Blog Social Media Customer Satisfaction Customer Relationship Management 63

GetFeedback

JANUARY 3, 2019

A Voice of Customer (VOC) program aims to gather and analyze customer insights, allowing you to identify trends and strategies to improve customer experience and deliver positive business outcomes. In simpler terms, VOC offers a way to give your customers a voice within your organization. Understand Voice of Customer capture methods.

Voice of Customer 239

Voice of Customer Customer Service Net Promoter Score Social Media 239

ShepHyken

FEBRUARY 23, 2018

All authentic exchange is based on our shared humanity- that we are one and the same, not at odds, or as some kind of burden to each other, but interested in working together to create a sense of mutual respect and a shared positive outcome. And I’m quite certain that my experience was not unique. We experience these at the L.L.

Customer Satisfaction 92

Customer Satisfaction Blog Exceptional Customer Service Employee Experience 92

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. Voice-activated service. write messages, articles and books by voice. use devices via voice when typing is not convenient or safe. Self-service. Virtual assistants. search online.

Blog 74

Blog Social Media Insurance Contact Center 74

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. Three-quarters of U.S.

Blog 80

Blog Omnichannel Social Media Retail 80

Eptica

NOVEMBER 13, 2020

Date: Friday, November 13, 2020 Author: Pauline Ashenden - Demand Generation Manager Delivering impactful results from your Voice of the Customer programme. Listening to the Voice of the Customer (VoC) is central to this – but where should organisations start when it comes to implementing and scaling their programmes?

2020 126

2020 Download Blog Interaction 126

ShepHyken

SEPTEMBER 28, 2018

This week we feature an article by Linda Ginac who shares effective HR tech solutions that help companies focus on employee engagement. – Shep Hyken. HR technology solutions can help tremendously in this realm as they allow HR departments to select pre-defined career pathways and share them seamlessly with employees.

Blog 107

Blog Engagement Technology Feedback 107

ShepHyken

AUGUST 11, 2017

In a study of 275 B2C customer experience programs , we found that programs that shared feedback directly with executives achieved Net Promoter Scores 6 points higher, on average than those that did not. There are many ways to center a business…. Customer obsessed companies are the future. Here are a few tips. Focus on both data and stories.

Blog 93

Blog Net Promoter Score Customer Centricity Feedback 93

GetFeedback

JANUARY 28, 2020

Given that video consumption is half as much time to consume than written text, 82% of people would prefer to watch a live video than to read a blog post. Make your live video clutter-free: No one will listen or watch your Facebook Live video if it’s blurred and your voice cannot be heard properly. So let’s get started.

Social Media 322

Social Media Customer Retention Customers Article 322

ShepHyken

OCTOBER 27, 2017

People’s minds wander towards automated voice messaging systems, long hold times, or in today’s day and age, chatting in an online forum with a virtual assistant who, if we’re being honest, really doesn’t understand what you want, how you want it, or when you need it. It’s much more than that, especially in the customer service realm.

Customer Service Strategies 84

Customer Service Strategies Blog Customer Service Hotels 84

GetFeedback

JULY 19, 2019

We used to get so excited to talk about the Voice of the Customer (VoC). It sounds so appealing to really hear the customer in their own voice, to understand their intentions and understandings. How to set up your Voice of the Customer (VoC) program for success. Gather your champions. Gather your champions.

Net Promoter Score 230

Net Promoter Score NPS Customer Journey Mapping Feedback 230

ShepHyken

JUNE 17, 2016

This week on our Friends on Friday guest blog post my colleague, Ian Landsman writes about the importance of training and preparing customer service representatives to interact with customers. They should also be familiar with brand messaging, speaking as a united voice on behalf of the brand. Shep Hyken. Positivity. Adaptability.

Blog 83

Blog Customer Service Customer Service Representative Customer Service Training 83

Lumoa

FEBRUARY 7, 2023

Without listening to the voice of your customer, you’ll be like a ship without a rudder or a compass…lost and drifting without direction. This is where a Voice of the Customer approach can help by organizing and prioritizing customer insights into a usable format. In This Article: What is the Voice of the Customer (VoC)?

Customer Centricity 169

Customer Centricity Voice of Customer Social Media NPS 169

Experience Investigators by 360Connext

FEBRUARY 23, 2015

This means more than just amazing new vehicles, this means learning about how storied industries like this one continue to use the voice of the customer in their product development. Customers have a new voice in innovation. The Chicago Auto Show, now in its 107th year(!), Mistakes do happen.

Innovation 262

Innovation Consumers Social Media 2016 262

Calabrio

NOVEMBER 25, 2020

Tech advances are powering better service through all channels, including voice, SMS, chat and in-app messaging as well as video, which is quickly becoming a favored channel, especially during the pandemic. Other advances include more immersive co-browsing features to help agents share the customer’s view and jointly troubleshoot with them.

Contact Center 52

Contact Center Blog Banking Competitive Advantage 52

ShepHyken

MARCH 23, 2018

Especially when difficult news must be shared, leaders must demonstrate trust in their employees and in their relationships by communicating a unifying message. What professional skill is highly overlooked, underrated, often treated as an afterthought, yet is as vital as fuel for any vehicle on a company’s road to success?

Communication 82

Communication Blog Leadership Airlines 82

Eptica

NOVEMBER 24, 2020

In our latest guest blog, noted CX expert Adrian Swinscoe explains that while empathy is seen as a ‘soft’ skill, becoming more empathetic is actually extremely hard work. Find out more by reading the full blog post on our parent company Enghouse Interactive’s website. Share this page on: Tweet.

Customer Service 114

Customer Service 2020 Customer Relationships Books 114

Very Best Service

JANUARY 26, 2024

United Voice, Strong Brand: Marketing tells the story, and customer service makes it real. By sharing customer insights and feedback with marketing, you ensure your messaging resonates with real needs and pain points. This creates a consistent brand voice across all touchpoints, building trust and loyalty. Here's how: 1.

Customer Service 52

Customer Service Marketing Touchpoint Demo 52

Eptica

DECEMBER 16, 2020

Our last blog of the year looks at the secrets of his success – and how contact centres can learn from him. Read the full article on our parent company Enghouse Interactive’s blog. Share this page on: Tweet. Delivering impactful results from your Voice of the Customer programme.

Customer Service 118

Customer Service 2021 2020 Blog 118

Totango

JULY 6, 2021

In this blog, we’ll cover what customer loyalty is, why measuring it is important and what KPIs you can use to track it. Voice of the Customer SuccessBLOC. Referral sales can be tracked if you have a referral program that allows participating brand advocates to share a link with a tracking code in it. What Is Customer Loyalty?

Loyalty 111

Loyalty Net Promoter Score Measurement NPS 111

ShepHyken

AUGUST 19, 2016

This week on our Friends on Friday guest blog post my colleague, Jack Plantin, writes about the importance of customer support and options we can offer for around the clock support. He shares some excellent self-help ideas. Shep Hyken. 24/7 customer support is great to have, but it can expensive and time-consuming for small companies.

Blog 89

Blog E Commerce E-support Call Center 89

PeopleMetrics

APRIL 15, 2021

Voice of Customer (VoC) programs use two types of surveys to gather customer feedback: relationship surveys and transactional surveys. Discover our award-winning Customer Experience (CX) blog: [link]. The best VoC programs use both. The best VoC programs use both. Watch on YouTube. ? ? ?. Download the chart from this video. ? ? ?.

Net Promoter Score 118

Net Promoter Score Download Voice of Customer Books 118

Lumoa

FEBRUARY 16, 2023

One of the best analysis techniques available is the voice of customer (VoC) template. This article will explain what VoC is, how to use it, and tips on creating your own voice of customer template for your business. In This Article: What is Voice of Customer(VoC) and Why Is It Important? You probably know this.

Voice of Customer 94

Voice of Customer Feedback Return on Investment Net Promoter Score 94

Eptica

NOVEMBER 26, 2021

In our latest blog we outline six key areas that are important for success in outsourced customer service – from balancing resources and ensuring consistency of service, to meeting the specific requirements of individual clients. Share this page on: Tweet. billion between now and 2025. billion between now and 2025.

2025 121

2025 Customer Service 2021 Blog 121

Eptica

SEPTEMBER 24, 2021

Our latest blog explores how these ideas are being superseded. Share this page on: Tweet. Tags: contact centre, Voice of the customer, Natural Language Processing, Revenue Generator Categories: Best Practice. Published on: September 24, 2021. How to plan for customer service success at peak times.

2021 123

2021 Measurement Blog Article 123

Kustomer

NOVEMBER 9, 2023

Did you notice our featured blog post image was created by AI?) (Did you notice our featured blog post image was created by AI?) In the ever-evolving landscape of business and customer support, staying ahead of the curve is essential. The answer lies in the rapidly changing landscape of CX.

2023 52

2023 Events E Commerce Blog 52

Eptica

DECEMBER 3, 2020

Based on our experience and talking to partners and customers, we’ve highlighted 5 key areas that will impact customer service in the coming year – from employee well-being and security to listening more closely to the Voice of the Customer. Share this page on: Tweet.

2021 72

2021 2020 Blog Technology 72

SaleMove

FEBRUARY 16, 2021

This allows customers to communicate with businesses through their channel of choice, whether that’s voice, messaging, or video chat , supported by CoBrowsing , screen-sharing, and post-interaction surveys. In today’s digital world, the traditional siloed approach to customer service simply no longer cuts it.

Customer Service 95

Customer Service Average Handle Time Call Center Consulting 95

Brandwatch CX

JANUARY 29, 2024

It’s full of people looking for ways to improve their business, they’re already receptive to a blog post about improving ROI or dealing wth crises. So to get started, consider the following: Who are your audience and what channels do they use? How do they use these channels? What channels will fit your products or service?

Social Media 98

Social Media Brands Blog Entertainment 98

SurveySparrow

JULY 26, 2023

In that case, you must adopt the Voice of Customer (VOC) solution. In this blog, we will delve into VOC solutions, exploring their importance, top features, benefits, and real-life applications. In this blog, we will delve into VOC solutions, exploring their importance, top features, benefits, and real-life applications.

Voice of Customer 52

Voice of Customer Social Media Competitive Advantage Customer Centricity 52