Eptica

NOVEMBER 11, 2021

Categorie(s): Trends & Markets Best Practice The past eighteen months have created enormous challenges for organisations in general, and customer service in particular. Tags: Institute of Customer Service, contact centre, Customer experience, Hybrid Working Categories: Trends & Markets, Best Practice.

Customer Service 125

Customer Service Call Recording 2021 Customers 125

Eptica

FEBRUARY 7, 2022

Read the full article and watch the video here: Tags: contact centres, Microsoft Teams Categories: Trends & Markets. Share this page on: Tweet. You might also be interested in these posts: 5 factors that are driving the need for better digital customer experience. The three areas to focus on to empower your agents.

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2022 2021 Blog Article 121

Eptica

APRIL 15, 2021

Read the full article exploring these key trends on the Enghouse Interactive blog. Categorie(s): Trends and Markets How are collaboration and communication tools benefiting the contact centre? Read the full article exploring these key trends on the Enghouse Interactive blog. Share this page on: Tweet.

Customer Service 125

Customer Service 2021 Blog Article 125

Eptica

JANUARY 6, 2023

Categorie(s): Trends and Markets Best Practice 2023 promises to be a challenging year economically, directly impact customer service teams. Tags: Customer Service Categories: Trends and Markets, Best Practice. Share this page on: Tweet. Seven ways to tackle call abandonment in the contact centre.

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2022 Blog Customer Service 2023 124

Eptica

JANUARY 31, 2022

Categorie(s): Best Practice Trends & Markets Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience. Share this page on: Tweet. Why so many contact centres are turning to Microsoft Teams (Video).

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2022 Culture Blog Article 111

InMoment XI

FEBRUARY 22, 2022

Your text analytics solution must be able to surface important trends and patterns based on individual comments and the sentiments behind them. Actionability.

Download 493

Download Financial Feedback Metrics 493

Eptica

NOVEMBER 24, 2022

Categorie(s): Trends & Markets Increasingly contact centres are migrating to the cloud for the ability it gives them to deploy new technology, faster and with greater ease. Tags: Cloud Contact Centres Categories: Trends & Markets. Share this page on: Tweet. 3 key CX gaps between companies and their customers.

2022 126

2022 Banking Blog Technology 126

Eptica

SEPTEMBER 12, 2022

Categorie(s): Market Trends Best Practice As housing association tenants increasingly embrace digital channels, AI-powered chatbots provide a new way of engaging with customers and meeting their needs. Tags: Chatbots, Housing Associations Categories: Market Trends, Best Practice. Share this page on: Tweet.

2022 125

2022 ROI Financial Blog 125

Eptica

OCTOBER 2, 2020

Author: Pauline Ashenden - Demand Generation Manager While customer service and contact centres have been dramatically impacted by the pandemic, longer-term trends are also reshaping the industry based on changes in customer demand and how companies operate. Published on: October 02, 2020. Share this page on: Tweet.

Customer Experience 127

Customer Experience 2020 Call Recording Blog 127

Eptica

JANUARY 16, 2022

In our latest blog we explore this trend, highlighting some key findings from the ContactBabel UK Customer Experience Decision-Makers’ Guide 2021. Tags: data analytics, Customer Service, ContactBabel Categories: Best Practice. What types of data should you focus on, and what are the main benefits?

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Customer Service 2022 2021 Blog 127

Eptica

FEBRUARY 14, 2022

Categorie(s): Trends & Markets Best Practice The pandemic has fast-tracked digital into every aspect of our lives, meaning companies that aren’t reshaping their CX approach are going to get left behind. Tags: Customer Experience Transformation Categories: Trends & Markets, Best Practice. Share this page on: Tweet.

Customer Experience 133

Customer Experience 2022 Blog Customers 133

Eptica

JANUARY 9, 2022

Categorie(s): Trends & Markets As we enter the New Year, now’s the time to take stock of opportunities, challenges, and developments for the future. Tags: top CX blog posts, FCR, agent wellbeing, Cloud Contact Centre Categories: Trends & Markets. Share this page on: Tweet.

2021 123

2021 Blog Customer Service 2022 123

Eptica

NOVEMBER 4, 2021

Categorie(s): Trends & Markets As contact centres increasingly switch to Microsoft Teams, they need to deliver key functionality, such as call recording via the platform. Tags: Call & Screen Recording, Microsoft Teams, Quality Control, Customer Insights Categories: Trends & Markets. Share this page on: Tweet.

Call Recording 123

Call Recording 2021 Omnichannel Blog 123

Eptica

NOVEMBER 13, 2020

Categorie(s): Trends & Markets Best Practice Understanding changing customer needs is vital if companies are to increase engagement, satisfaction and long-term revenues. Tags: AI, Customer experience, Voice of the customer, Contact Babel, text analytics, VoC Categories: Trends & Markets, Best Practice.

2020 126

2020 Download Blog Interaction 126

Eptica

NOVEMBER 24, 2020

Categorie(s): Trends & Markets Organisations understand the value of empathy to strengthening the customer relationship, boosting satisfaction, and increasing loyalty. Tags: Punk CX, Empathy is not soft, it's hard Categories: Trends & Markets. Share this page on: Tweet. Remote Working 2.0: Optimising Contact Centres.

Customer Service 114

Customer Service 2020 Customer Relationships Books 114

SurveySensum

JANUARY 4, 2024

Read a few comments and figure out some categories. For example, ‘Information/Knowledge’ was one of the trending comments. Step 3: In tag analysis, the tool tagged every comment automatically and gave a detailed report of top trends and customer sentiments in just a few minutes. For the category ‘Others’ the NPS score was -23.8.

NPS 52

NPS Webinar Banking Demo 52

Eptica

MARCH 12, 2021

4 key trends from the 2021 ICS UK Customer Satisfaction Index. Categorie(s): Trends & Markets Today’s consumers are increasingly demanding when it comes to customer service, particularly around digital, omnichannel and mobile. Share this page on: Tweet. Preparing for the hybrid contact centre.

Omnichannel 120

Omnichannel 2021 Customer Satisfaction Consumers 120

Clarivate

OCTOBER 31, 2023

Due to lagging recognition, China’s annual average Category Normalized Citation Impact (CNCI) initially appeared to decline. Although China still has relatively more papers in impact categories below world average, it is now publishing as great a proportion of its research as the U.S. Some noteworthy trends emerge.

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2009 2022 2018 2021 75

Eptica

MAY 21, 2021

Categorie(s): Trends & Markets Research has found that over 90% of contact centre agents will change jobs in 2021. Tags: Hybrid Workplace, contact centres Categories: Trends & Markets. Share this page on: Tweet. You might also be interested in these posts: Successfully embracing AI for customer service.

2021 125

2021 Blog Article Interaction 125

Eptica

JUNE 7, 2021

Categorie(s): Trends & Markets Best Practice The switch to hybrid/blended working provides contact centres with opportunities to become more flexible and efficient while accessing a greater pool of talent. Tags: Hybrid Working, Contact Centre Culture, collaboration Categories: Trends & Markets, Best Practice.

Management 127

Management 2021 Culture Blog 127

Eptica

OCTOBER 8, 2021

Categorie(s): Best Practice Trends & Markets From fuel shortages to freak weather events, businesses are facing a range of disruptions caused by factors outside their control. Tags: Agile customer service Categories: Best Practice, Trends & Markets. Share this page on: Tweet. Here’s what to consider.

Customer Service 120

Customer Service 2021 Events Customer Service Strategies 120

Eptica

SEPTEMBER 17, 2021

Categorie(s): AI Trends & Markets Customers are now more demanding – and want to be able to contact organisations across more and more channels. Tags: omnichannel, ContactBabel, Microsoft Teams Categories: AI, Trends & Markets. Share this page on: Tweet.

Omnichannel 112

Omnichannel 2021 Blog Consumers 112

Eptica

MAY 15, 2023

The 6 benefits of chatbots for housing associations Automating and digitising CX in financial services Categorie(s): Market Trends Internet of Things sensors and smart devices have the potential to transform how organisations operate and interact with their customers.

Customer Service 62

Customer Service 2023 Financial Blog 62

Eptica

JULY 2, 2021

Categorie(s): Trends and Markets From the rise of multichannel to the evolving regulatory landscape and the shift towards hybrid working triggered by the pandemic, customer service in housing associations is continually changing. Tags: Housing Associations Categories: Trends and Markets. Share this page on: Tweet.

Customer Service 80

Customer Service 2021 Blog Article 80

2020 Research

DECEMBER 13, 2023

The most popular gift categories for holiday shopping are food (61% of respondents), toys (34%), and beauty and grooming products (34%). The Most Fashionable Gift Categories When it comes to splurging on holiday gifts, our survey uncovered the most fashionable categories. Talk about spreading the holiday cheer!

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2023 Insights Fashion Presentation 59

Eptica

JULY 29, 2022

Categorie(s): Market Trends Driven by the rise of agile new entrants and the emergence of new digital channels, financial services companies are looking to new technology to digitise and automate customer service. Tags: Financial services, digital channels, digital CX Categories: Market Trends.

Financial 77

Financial 2022 B2B Blog 77

Eptica

MARCH 5, 2021

You might also be interested in these posts: 4 key trends from the 2021 ICS UK Customer Satisfaction Index. Categorie(s): Trends & Markets Moving forward the needs of customers – and customer service staff – are changing radically. Share this page on: Tweet. Preparing for the hybrid contact centre.

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2021 Webinar Blog Customer Satisfaction 104

Eptica

OCTOBER 16, 2020

Our latest blog explores the trends that are driving remote working, with a focus on the four areas that organisations need to focus on – innovation, monitoring and management, performance and security – if they are to successfully embrace remote working for the long-term. 5 key trends that are impacting call recording in 2020.

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Call Recording 2020 Innovation Interaction 113

Eptica

SEPTEMBER 10, 2021

Categorie(s): Trends & Markets As we approach the peak Christmas season, agents need to be ready for the extra stress that higher demand, and potentially grumpier customers, bring. Tags: Emotional intelligence, Preparing for Peak, Sandra Thompson, The Grinch Categories: Trends & Markets. Share this page on: Tweet.

2021 104

2021 Omnichannel Blog Article 104

Eptica

JANUARY 5, 2021

We’ve chosen 8 of the top articles from our own and our parent company Enghouse Interactive’s blog to illustrate the trends and opportunities that 2020 brought, from home working to self-service and collaboration. Tags: contact centre, remote working, collaboration, VoC Categories: Trends & Markets. Read the full?blog

2020 104

2020 Blog 2021 Article 104

Retently

JULY 11, 2022

Luckily, you can accurately calculate and project monthly recurring revenue trends using your NPS data. Since you’re calculating by NPS category, you just need to sort your customers into Detractor, Passive or Promoter groups before using the equation. Start using NPS to spot MRR trends as they happen.

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NPS Net Promoter Score Customer Satisfaction Metrics 158

Eptica

MAY 14, 2021

Categorie(s): AI Trends & Markets How can artificial intelligence help deliver a better customer experience and how far down the path to AI has the industry travelled? Tags: Chatbots, machine learning, ContactBabel Categories: AI, Trends & Markets. Share this page on: Tweet.

Customer Service 72

Customer Service 2021 Travel Download 72

Lithium

MARCH 5, 2024

Strategic Services Global Trend Round Up: 29th February 2024: Congrats everyone, we made it to March! Check out the latest trends and updates including mentions of robots and Artificial intelligence. You Found it! We Fixed it! : This issue is now fixed. and later.

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2024 Social Media Roadmap Webinar 52

Eptica

DECEMBER 3, 2020

Author: Pauline Ashenden - Demand Generation Manager As contact centres come to terms with the disruption caused by COVID-19, what are the trends to focus on in 2021? Categorie(s): Trends and Markets As contact centres come to terms with the disruption caused by COVID-19, what are the trends to focus on in 2021?

2021 72

2021 2020 Blog Technology 72

Eptica

JUNE 25, 2021

Categorie(s): Trends & Markets Best Practice Looking after your agents has always been important to successful customer service. Tags: agent wellbeing, Hybrid Working Categories: Trends & Markets, Best Practice. Share this page on: Tweet. Delivering excellent customer service at the moments that matter.

2021 99

2021 Culture Blog Technology 99

Eptica

SEPTEMBER 16, 2020

Categorie(s): Trends and Markets 2020 has been a turbulent year for everyone – but what has been the impact on customer experience in general, and contact centres in particular? Share this page on: Tweet. You might also be interested in these posts: Why you can no longer ignore the cloud for CX applications.

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Customer Experience 2020 Contact Center ROI 127

Eptica

DECEMBER 3, 2022

3 key CX gaps between companies and their customers Categorie(s): Trends & Markets Father Christmas sets the gold standard when it comes to delivering amazing customer service under extreme pressure.

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2022 Interaction Customer Service Technology 62