CXDNA Update

Three Tips for Building an Award-Winning CX Program

InMoment XI

APRIL 3, 2023

In the post below, I’ll cover these three practical, simple, and impactful tips to turn your CX efforts into award-winning programs. We upload our interview transcripts and summaries to our XI platform for tagging and analysis—and the insights are invaluable. And I entirely attribute it to the three tips below!

Touchpoint

Touchpoint Customer Centricity NPS Feedback

ESG and the RFP: How to Assess Your Outsourcer’s ESG Efforts

BlueOcean

OCTOBER 17, 2023

Using a third party to rate a company’s environmental impact, workforce practices, and governance is a strategic, non-biased approach to evaluating vendor ESG. We already tagged PwC and EY in this post – and obviously, they are world leaders in assisting organizations on this journey. What 3 rd Party ESG Validation Is Right for You?

Government

Government 2004 Automotive Customer Care

XI Platform Designed With Business Goals in Mind

InMoment XI

APRIL 27, 2023

This release of enhancements builds on InMoment’s integrated CX approach and AI-powered product foundation to give organizations the best chance of competing in today’s changing business environment. InMoment announced today new innovative capabilities in the award-winning XI Platform for clients around the globe.

Innovation

Innovation Feedback Call Center Insights

Creating a framework for digital transformation

Eptica

AUGUST 4, 2022

Categorie(s): Best Practice A lot has been said about the importance of digital transformation in business today, including in customer experience. Tags: Digital transformation Categories: Best Practice. Read the full article on our parent company Enghouse Interactive’s site here. Share this page on: Tweet.

2022

2022 B2B Blog Article

Getting customer service right on Mother’s Day

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. Categorie(s): Best Practice Mother’s Day brings increased pressure for contact centres, as it falls on a Sunday and requires everything, from delivery to the present itself, to be perfect.

Customer Service

Customer Service 2022 Presentation Customers

Overcoming the challenges to customer service quality

Eptica

MARCH 11, 2022

Categorie(s): Best Practice With interaction volumes rising, delivering a consistently high-quality response to every customer is an increasing challenge for contact centre teams. Tags: Contact Centre Quality Assurance, Customer Service Quality Assurance Categories: Best Practice. Share this page on: Tweet.

Customer Service

Customer Service 2022 Blog Interaction

6 attributes to look for in your CCaaS provider

Eptica

NOVEMBER 3, 2023

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

2023

2023 Article Interaction Customer Engagement

Decoding Customer Sentiment: Beyond Traditional KPIs

Playvox

FEBRUARY 1, 2024

Best Practices For Best Results There’s no one-size-fits-all approach when it comes to how contact centers should approach customer sentiment analysis. Here are five best practices for starting and maintaining a successful sentiment analysis program: Establish goals early. Ensure proper tagging.

Contact Center

Contact Center Measurement Social Media Omnichannel

10 top tips for a winning customer service knowledge management system

Eptica

NOVEMBER 18, 2022

Our latest blog highlights ten important best practice tips to help you successfully implement knowledge management in your contact centre. Categorie(s): Best Practice Using knowledge effectively is key to driving excellence in customer service, particularly as queries become increasingly complex and information changes ever faster.

Customer Service

Customer Service Management 2022 Blog

How data analytics can enhance customer service

Eptica

JANUARY 16, 2022

Categorie(s): Best Practice 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. Tags: data analytics, Customer Service, ContactBabel Categories: Best Practice.

Customer Service

Customer Service 2022 2021 Blog

Four key considerations for customer self-service success

Eptica

JANUARY 24, 2022

Categorie(s): Best Practice The average customer today is more digital-savvy than ever and is happy to find answers to routine customer service questions themselves. Tags: self-service, RPI Categories: Best Practice. Share this page on: Tweet. The three areas to focus on to empower your agents.

2022

2022 ROI Article Interaction

Preparing for future customer service challenges

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

Customer Service Call Recording 2021 Customers

2022 highlights from our customer service blog

Eptica

JANUARY 6, 2023

To help, we’ve collected our top 10 posts from last year , providing insight and practical tips for 2023. Categorie(s): Trends and Markets Best Practice 2023 promises to be a challenging year economically, directly impact customer service teams. What can we learn from 2022 as we set out strategies for the year ahead?

2022

2022 Blog Customer Service 2023

How a unified agent desktop empowers your advisors and better engages customers

Eptica

FEBRUARY 25, 2022

Categorie(s): Best Practice As contact centres evolve, agents are increasingly required to log into multiple technology systems while interacting with customers. Tags: unified agent desktop, contact centres, agents Categories: Best Practice. Share this page on: Tweet.

Engagement

Engagement 2022 Interaction Technology

Why contact centres must focus more in First Contact Resolution

Eptica

AUGUST 19, 2022

Categorie(s): Best Practice Customers want their queries answered accurately without having to make contact more than once. Tags: FCR, First Contact Resolution, contact centre, Call Centre Categories: Best Practice. Read the full article on our parent company Enghouse Interactive’s site here.

Net Promoter Score

Net Promoter Score 2022 B2B Metrics

The 6 benefits of chatbots for housing associations

Eptica

SEPTEMBER 12, 2022

Our latest blog explores the 6 key benefits chatbots deliver, while outlining best practice for ensuring ROI. 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.

2022

2022 ROI Financial Blog

The secrets to driving up First Contact Resolution rates

Eptica

NOVEMBER 19, 2021

Categorie(s): Best Practice Today, customer service is central to differentiating your company. Tags: FCR, First Contact Resolution, Customer experience, knowledge management, Self service Categories: Best Practice. Read the full post on our parent company Enghouse Interactive’s site here.

2021

2021 Metrics Blog Interaction

The three areas to focus on to empower your agents

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. Read the full article on our parent company Enghouse Interactive’s site here. Share this page on: Tweet.

2022

2022 Culture Blog Article

Why contact centres are choosing the cloud for adding new functionality

Eptica

NOVEMBER 24, 2022

Based on the latest ContactBabel report, our blog explains the key functionality contact centres are rolling out via the cloud, as well as sharing best practice advice for successful cloud deployments. Tags: Cloud Contact Centres Categories: Trends & Markets. Share this page on: Tweet.

2022

2022 Banking Blog Technology

5 factors that are driving the need for better digital customer experience

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.

Customer Experience

Customer Experience 2022 Blog Customers

How self-service is evolving and how to deploy it

Eptica

JUNE 1, 2022

Our latest blog discusses how self-service is evolving and explains best practice for successful deployments. Categorie(s): Best Practice 91% of contact centres now have some form of self-service in place for customers according to the ContactBabel Inner Circle Guide to AI-powered Self-Service. Share this page on: Tweet.

2022

2022 Blog Article Interaction

Getting the most from email customer service

Eptica

AUGUST 24, 2023

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

Customer Service

Customer Service 2023 Blog Article

The five customer service learnings we can all take from Amazon

Eptica

OCTOBER 22, 2021

Categorie(s): Best Practice AI Over the last 25 years Amazon has become the go-to benchmark for building a successful business. Tags: Amazon, AI & Automation, Customer experience, Self service Categories: Best Practice, AI. Read the full article on our parent company Enghouse Interactive’s site.

Customer Service

Customer Service 2021 Blog Article

How can you reduce contact centre response times?

Eptica

APRIL 19, 2022

Categorie(s): Best Practice They say patience is a virtue. Tags: Contact Centre Response Times, Customer satisfaction Categories: Best Practice. Visit our parent company Enghouse Interactive’s site to read the full blog here. Share this page on: Tweet. Getting customer service right on Mother’s Day.

2022

2022 Customer Satisfaction Blog Consumers

Guest Post: Emotive CX for Customer Interaction

Eptica

SEPTEMBER 23, 2020

Categorie(s): Best Practice Tags: Customer experience, customer interaction, émotions, Martin Hill-Wilson Categories: Best Practice. He outlines how companies can learn from psychology to better understand how the mind works and thus improve emotive CX, going beyond empathy to taking effective action.

Interaction

Interaction 2020 Blog Customers

How to boost your social presence with social media meta tags

BirdEye

AUGUST 1, 2023

If this sounds like something that plagues your business too, it is time to understand the world of social media meta tags. See Pricing FREE DEMO Table of contents What are social media meta tags? The importance of social media meta tags When should you use social meta tags? How do you keep track of social meta tags?

Social Media

Social Media E Commerce Information Brands

How to boost your social presence with social media meta tags

BirdEye

AUGUST 1, 2023

If this sounds like something that plagues your business too, it is time to understand the world of social media meta tags. See Pricing FREE DEMO Table of contents What are social media meta tags? The importance of social media meta tags When should you use social meta tags? How do you keep track of social meta tags?

Social Media

Social Media E Commerce Information Brands

Seven ways to tackle call abandonment in the contact centre

Eptica

OCTOBER 14, 2022

Categorie(s): Best Practice If customers are kept waiting too long to speak to an agent, the chances are they’ll become frustrated and just hang up, potentially impacting loyalty and revenues. Tags: Call Abandonment Categories: Best Practice. Share this page on: Tweet.

2022

2022 Loyalty Blog Article

Improve the agent experience with the right technology

Eptica

OCTOBER 13, 2023

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

Technology

Technology 2023 Blog Article

Migrating call accounting to the cloud? Here’s what to consider

Eptica

OCTOBER 15, 2021

Categorie(s): Best Practice Many businesses are migrating to cloud-based unified communications solutions (such as Microsoft Teams) and want their related software, such as call accounting, to also be available in the cloud. Read the original post in full here on our parent company Enghouse Interactive’s website.

2021

2021 Customer Service Strategies Interaction Communication

9 reasons to embrace messaging for customer service

Eptica

OCTOBER 29, 2021

Categorie(s): Best Practice The rise of messaging apps has made them a key communication channel for chatting to family, friends, and colleagues. Tags: messaging, SMS Categories: Best Practice. Read the full article here on the blog of our parent company Enghouse Interactive. Share this page on: Tweet.

Customer Service

Customer Service 2021 Communication Blog

Use Dynamic Customer Engagement to deliver proactive customer service

Eptica

SEPTEMBER 17, 2023

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

Customer Engagement

Customer Engagement Engagement Customer Service 2023

Delivering impactful results from your Voice of the Customer programme

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

2020 Download Blog Interaction

Four ways to avoid customers having to repeat themselves

Eptica

APRIL 4, 2022

Categorie(s): Best Practice When customers reach out to a contact centre, they want to feel their time is being valued. Tags: contact centre, Supporting Call Centre Agents Categories: Best Practice. Read the full article on our parent company Enghouse Interactive’s site here. Share this page on: Tweet.

2022

2022 Blog Article Technology

6 keys to success for outsourced customer service providers

Eptica

NOVEMBER 26, 2021

Categorie(s): Best Practice Outsourced customer service providers make up a significant part of the overall customer service sector – and globally this part of the market is expected to grow by $14.05 Read the full article on our parent company Enghouse Interactive’s site here. Share this page on: Tweet.

2025

2025 Customer Service 2021 Blog

How to pick the right contact centre technology for your business

Eptica

JANUARY 29, 2021

How can you ensure you pick the best solution for your needs? Categorie(s): Best Practice Successfully delivering high-quality customer service starts with having the right technology infrastructure in place. How can you ensure you pick the best solution for your needs? Learning from Santa’s customer service success.

Technology

Technology 2021 Blog Article

Why we need to think of the contact centre as a revenue engine

Eptica

SEPTEMBER 24, 2021

Categorie(s): Best Practice In the old days, the contact centre was seen primarily as a cost centre. Tags: contact centre, Voice of the customer, Natural Language Processing, Revenue Generator Categories: Best Practice. Learn more - read the full article on our parent company Enghouse Interactive’s site.

2021

2021 Measurement Blog Article

Your digital eyes & ears: Master social media monitoring

BirdEye

MARCH 5, 2024

This practice, done by social media monitoring tools, enables brands to keep a pulse on their online reputation and insights into consumer behavior and emerging trends. This, in turn, allows for optimizing social media management practices, ensuring that efforts are aligned with the audience’s needs and preferences.

Social Media

Social Media Multi-Channel Insights Brands

How to leverage social shopping to maximize growth

BirdEye

AUGUST 25, 2023

Social shopping best practices FAQs about social shopping Grow social shopping with Birdeye What is social shopping? Social shopping practices can help businesses turn lead-generating channels into revenue generating channels and scale business faster. And to do so, you can start with the best practices we have put together.

Social Media

Social Media E Commerce Advertising 2025

5 ways universities can prepare for a successful clearing

Eptica

JULY 7, 2021

Categorie(s): Best Practice Clearing is the busiest time of the year for universities and colleges. Tags: clearing, universities, colleges, cloud-based technology Categories: Best Practice. Read the full post here on our parent company Enghouse Interactive’s site. Share this page on: Tweet.

2021

2021 Blog Technology Interaction

Successfully managing the shift to hybrid working

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. It is all about a combination of culture and technology, as our latest blog explains. Share this page on: Tweet.

Management

Management 2021 Culture Blog

5 ways to make your customer service more agile and flexible

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

Customer Service 2021 Events Customer Service Strategies

Does your customer experience pass the #MakeMomProud test? Part 1

Eptica

JULY 15, 2020

Categorie(s): Best Practice The latest book from customer experience expert Jeanne Bliss is based on a simple idea. Tags: Jeanne Bliss, Dorchester Collection, hospitality, Customer Service, Customer experience, CX, Customer satisfaction, empathy, MakeMomProud Categories: Best Practice. Share this page on: Tweet.

Customer Experience

Customer Experience Guest Experience Hospitality Hotels

Understanding the options for call recording in Microsoft Teams

Eptica

JANUARY 13, 2023

Find out by reading our latest blog post on our parent company Enghouse Interactive’s website.

Call Recording

Call Recording 2023 2022 Blog

Three Tips for Building an Award-Winning CX Program

ESG and the RFP: How to Assess Your Outsourcer’s ESG Efforts

Trending Sources

XI Platform Designed With Business Goals in Mind

Creating a framework for digital transformation

Getting customer service right on Mother’s Day

Overcoming the challenges to customer service quality

6 attributes to look for in your CCaaS provider

Decoding Customer Sentiment: Beyond Traditional KPIs

10 top tips for a winning customer service knowledge management system

How data analytics can enhance customer service

Four key considerations for customer self-service success

Preparing for future customer service challenges

2022 highlights from our customer service blog

How a unified agent desktop empowers your advisors and better engages customers

Why contact centres must focus more in First Contact Resolution

The 6 benefits of chatbots for housing associations

The secrets to driving up First Contact Resolution rates

The three areas to focus on to empower your agents

Why contact centres are choosing the cloud for adding new functionality

5 factors that are driving the need for better digital customer experience

How self-service is evolving and how to deploy it

Getting the most from email customer service

The five customer service learnings we can all take from Amazon

How can you reduce contact centre response times?

Guest Post: Emotive CX for Customer Interaction

How to boost your social presence with social media meta tags

How to boost your social presence with social media meta tags

Seven ways to tackle call abandonment in the contact centre

Improve the agent experience with the right technology

Migrating call accounting to the cloud? Here’s what to consider

9 reasons to embrace messaging for customer service

Use Dynamic Customer Engagement to deliver proactive customer service

Delivering impactful results from your Voice of the Customer programme

Four ways to avoid customers having to repeat themselves

6 keys to success for outsourced customer service providers

How to pick the right contact centre technology for your business

Why we need to think of the contact centre as a revenue engine

Your digital eyes & ears: Master social media monitoring

How to leverage social shopping to maximize growth

5 ways universities can prepare for a successful clearing

Successfully managing the shift to hybrid working

5 ways to make your customer service more agile and flexible

Does your customer experience pass the #MakeMomProud test? Part 1

Understanding the options for call recording in Microsoft Teams

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