Eptica

OCTOBER 15, 2021

Author: Trevor Davies, Head of Products, Enghouse Interactive 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. Published on: October 15, 2021. Share this page on: Tweet.

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2021 Customer Service Strategies Interaction Communication 124

Eptica

JANUARY 31, 2022

Why so many contact centres are turning to Microsoft Teams (Video). Tags: Customer Service Agents, Customer experience, ContactBabel research Categories: Best Practice, Trends & Markets. Read the full article on our parent company Enghouse Interactive’s site here. Share this page on: Tweet.

2022 111

2022 Culture Blog Article 111

Eptica

FEBRUARY 14, 2022

You might also be interested in these posts: Why so many contact centres are turning to Microsoft Teams (Video). Tags: Customer Experience Transformation Categories: Trends & Markets, Best Practice. Read the full post on our parent company Enghouse Interactive’s site here. Share this page on: Tweet.

Customer Experience 133

Customer Experience 2022 Blog Customers 133

Eptica

JANUARY 9, 2022

Integrating call recording into Microsoft Teams. Tags: top CX blog posts, FCR, agent wellbeing, Cloud Contact Centre Categories: Trends & Markets. Our parent company Enghouse Interactive has done just this by collecting the top posts on its 2021 blog, providing insight for the year ahead. Read the article on its blog here.

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2021 Blog Customer Service 2022 123

Eptica

MARCH 5, 2021

Date: Friday, March 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Building the hybrid contact centre with Microsoft Teams. Tags: Hybrid Working, Contact Centre Agents, collaboration, Customer Service, Real-time Speech Analytics, Unified Communications Categories: Trends & Markets. Published on: March 05, 2021.

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2021 Webinar Blog Customer Satisfaction 104

Eptica

NOVEMBER 24, 2020

How to build a collaborative contact centre with Microsoft Teams. Tags: Punk CX, Empathy is not soft, it's hard Categories: Trends & Markets. Find out more by reading the full blog post on our parent company Enghouse Interactive’s website. Share this page on: Tweet. Remote Working 2.0: Optimising Contact Centres.

Customer Service 114

Customer Service 2020 Customer Relationships Books 114

Eptica

APRIL 1, 2021

In the latest roundtable organised by our parent company Enghouse Interactive, we brought together experts from companies such as Microsoft, Salesforce and Ascensos to share their advice. You might also be interested in these posts: How Microsoft Teams delivers contact centre ROI. Read the key highlights of the discussion here.

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2021 ROI Interaction Technology 95

Eptica

NOVEMBER 13, 2020

You might also be interested in these posts: How to build a collaborative contact centre with Microsoft Teams. Tags: AI, Customer experience, Voice of the customer, Contact Babel, text analytics, VoC Categories: Trends & Markets, Best Practice. Share this page on: Tweet. Remote Working 2.0: Optimising Contact Centres.

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2020 Download Blog Interaction 126

Eptica

APRIL 1, 2021

Date: Friday, March 26, 2021 Author: Pauline Ashenden - Demand Generation Manager How Microsoft Teams delivers contact centre ROI. Drawing on expert analysis, our latest blog explains how you can calculate the ROI of Teams in five areas – read the full article on our parent company Enghouse Interactive’s site.

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ROI 2021 Blog Article 72

Eptica

JULY 2, 2020

Author: Pauline Ashenden - Demand Generation Manager In previous posts we’ve identified insights that modern customer service teams can learn from the great thinkers of classical antiquity and key historical figures. Customer service shouldn't just be a department, it should be the entire company. More about Carly Fiorina ) 3.

Customer Service 142

Customer Service Customer Centricity 2020 Innovation 142

Eptica

JUNE 11, 2021

How to migrate your contact centre to Microsoft Teams successfully. The benefits of building emotional intelligence in your team. The benefits of building emotional intelligence in your team. Read the full blog on identifying and being ready for the moments that matter here. Share this page on: Tweet.

Customer Service 72

Customer Service 2021 Customer Journey Blog 72

Eptica

SEPTEMBER 17, 2021

Tags: omnichannel, ContactBabel, Microsoft Teams Categories: AI, Trends & Markets. Our latest blog explores why omnichannel is now more important than ever, while highlighting the benefits it brings to both customers and businesses. Read the full post on our parent company Enghouse Interactive’s site here.

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Omnichannel 2021 Blog Consumers 112

Eptica

MARCH 12, 2021

You might also be interested in these posts: Building the hybrid contact centre with Microsoft Teams. Tags: contact centre, Customer Service, digital, omnichannel, mobile, ContactBabel Categories: Trends & Markets. Read the full article here on our parent company Enghouse Interactive’s site. Share this page on: Tweet.

Omnichannel 120

Omnichannel 2021 Customer Satisfaction Consumers 120

Eptica

MAY 14, 2021

You might also be interested in these posts: The benefits of building emotional intelligence in your team. Building the hybrid contact centre with Microsoft Teams. Tags: Chatbots, machine learning, ContactBabel Categories: AI, Trends & Markets. Share this page on: Tweet.

Customer Service 72

Customer Service 2021 Travel Download 72

Eptica

OCTOBER 29, 2020

Date: Friday, October 23, 2020 Author: Pauline Ashenden - Demand Generation Manager How to build a collaborative contact centre with Microsoft Teams. That’s why an increasing number of organisations are adopting Microsoft Teams to bring their people together seamlessly, wherever they are located.

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Customer Centricity 2020 Webinar Communication 56

Eptica

JUNE 18, 2021

Date: Friday, June 18, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 ways to improve performance in your contact centre team. How to migrate your contact centre to Microsoft Teams successfully. Tags: working from home, Managing the Clock, Team Meetings Categories: Best Practice.

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2021 Blog Interaction Management 96

SurveySparrow

APRIL 11, 2023

In this article, we will look at a survey tool from one of the biggest brands in the world – Microsoft. We’ll be exploring whether or not a Microsoft Forms survey lives up to the high expectations we usually have for this brand. What is Microsoft Forms? The app is available for free if you have a Microsoft account.

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Net Promoter Score Multi-Channel Feedback Social Media 52

Eptica

APRIL 16, 2021

How Microsoft Teams delivers contact centre ROI. Tags: FCR, Knowledge base, self-service, Chat, Chatbots Categories: Best Practice. Learn more tips by reading the full article here on our parent company Enghouse Interactive’s site. Share this page on: Tweet.

Customer Satisfaction 72

Customer Satisfaction 2021 ROI Article 72

Kustomer

JUNE 17, 2021

Listen and subscribe to our podcast: In this episode of the Customer Service Secrets Podcast , Gabe and Vikas are joined by Laurent Pierre from Microsoft Azure to learn the secrets to making a CX team valuable. Azure is a branch of Microsoft that was created for the benefit of the customer through every step of their journey.

Sales 99

Sales Employee Experience NPS Banking 99

SurveySensum

NOVEMBER 13, 2023

The tool also provides you with a team of CX experts who will help you streamline your feedback process to get maximum value. It seamlessly integrates with third-party tools like Microsoft Outlook, Slack, Salesforce, HubSpot, etc. You can also request a feature, within the tool, and the team will get back to you on that.

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Customer Experience 2024 NPS Feedback 52

Eptica

NOVEMBER 27, 2020

How to build a collaborative contact centre with Microsoft Teams. Tags: training, empathy Categories: Best Practice. Our new blog looks at the four areas to focus on if you want to integrate super agents into your contact centre - read the full blog post on our parent company Enghouse Interactive’s website to learn more.

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2020 Measurement Blog Interaction 63

Customer Bliss

MAY 31, 2016

Curtis is a visionary leader and digital innovator who has built industry-leading customer experiences at Alaska Airlines, Microsoft and Amazon.com. Curtis also called customer centers and used the website — as well as having his team do those things. Everyone on his team needs to understand how they make money.

Airlines 158

Airlines Customer Experience Insurance Innovation 158

Playvox

NOVEMBER 21, 2022

UserVoice popularized the concept in 2008, but now there are many providers of idea management software, used by companies like Spotify , Airbnb , and Microsoft. Related Article: How Support Tagging Boosts Product-Support Collaboration. Related Article: How To Properly Tag Chat Conversations — And Why It’s Essential.

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Roadmap 2008 Feedback Customers 52

Kustomer

NOVEMBER 4, 2020

Microsoft predicts that by 2025 as many as 95% of customer interactions will be through AI. Sales and CX teams are using business VoiP services equipped with AI to quickly address customer queries and improve their communication. Automating manual tasks like tagging. At least, we hope it won’t.

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2021 Customer Experience E-support Omnichannel 140

SurveySensum

FEBRUARY 28, 2024

Let’s break down the essentials for picking the right team feedback tool – the one that makes decision-making a breeze: User-Friendly : Your anonymous feedback software should be as easy as a breezy Sunday morning. Look for a tool that lets you tweak and tailor the survey to fit your team or organization’s unique vibe and needs.

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2024 Feedback Demo Social Media 52

SurveySensum

JULY 15, 2022

Automated word cloud to group tags automatically. For heavier integrations, you may need team support. 3 Microsoft Form. Microsoft is a perfect form builder in many ways. Import or export data to and from Microsoft Excel. Built-in team collaboration tools. Customizable pricing plans to choose from.

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2022 E-support Automotive NPS 52

ViiBE Blog

JUNE 3, 2021

It is as vital as ever to track the performance of team members. Software such as Zendesk, Microsoft Dynamics, and Salesforce are some of the most common solutions. Just name the ticket and any tags and the call data is automatically integrated into the ticket. As field service becomes more remote, priorities are changing.

Download 52

Download Connections Customer Service Representative Call Center 52

SurveySensum

APRIL 5, 2022

Eliminate the need for tagging conversations manually. Yahoo, Microsoft, Yamaha, and many other prominent brands use Qualtrics. This tool lets you tag negative and positive messages, automate support, and close the loop quickly. You need to contact the support team to get the exact pricing information. Remember SAP?

2022 52

2022 Multi-Channel NPS Feedback 52

Eptica

JUNE 16, 2023

Date: Friday, June 16, 2023 Author: Pauline Ashenden - Demand Generation Manager Answering your questions about Microsoft Teams and the contact centre Published on: June 16, 2023 Author: Pauline Ashenden - Demand Generation Manager While organisations are increasingly adopting Teams, they want to ensure it works effectively in their contact centre.

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2023 Blog Article Interaction 62

Lumoa

JUNE 14, 2023

Microsoft’s Zune debacle is a perfect example of this. Now if a prominent tech giant like Microsoft can’t get away with underwhelming products, you can bet that your business won’t be able to either. Train your customer experience team to be honest with customers. By starting from the inside.

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NPS Customer Centricity Loyalty Presentation 83

Eptica

MAY 7, 2021

Date: Friday, May 7, 2021 Author: Pauline Ashenden - Demand Generation Manager How to migrate your contact centre to Microsoft Teams successfully. You might also be interested in these posts: The benefits of building emotional intelligence in your team. Published on: May 07, 2021. Click here to read the full blog.

Call Recording 95

Call Recording 2021 Blog Customer Satisfaction 95

Retently

JULY 28, 2019

Tech maturity of customer success teams who automate their key processes strongly correlates to significant business growth. Whether your team uses Retently or you’re just curious to learn more about customer feedback workflow automation, take a look at these practical ideas: 1. Approach customers before they churn.

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Feedback NPS Roadmap Customers 95

Eptica

APRIL 8, 2016

However, technology alone is never enough, as the recent issues suffered by Microsoft’s chatbot Tay illustrate. Launched on Twitter , Microsoft said its researchers created Tay as an experiment to learn more about computers and human conversation.

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Technology Contact Center Social Media 2016 49

Qualtrics

NOVEMBER 22, 2019

And their ideas can lead to breakthrough moments – just ask Sony, Microsoft, and 3M who’ve all seen major breakthroughs in the past thanks to employee feedback. Microsoft Outlook. Our very own CXO Julie Larson Green tells the story of how Microsoft Outlook was created — by the company’s Excel team. Probably not.

Feedback 36

Feedback Social Media Insurance Healthcare 36

SurveySensum

NOVEMBER 1, 2023

Along with survey creation, SurveySensum offers text analytics software with real-time data analysis and automated tagging for better survey analysis. And last but not least, the platform comes with a team of exceptional customer support team that guarantees support in just 2 hours (which resulted in 98% customer retention).

Multi-Channel 52

Multi-Channel Culture Feedback 2023 52

Eptica

APRIL 19, 2023

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

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2023 Call Recording Blog Article 113

Eptica

MARCH 22, 2017

At Eptica, our innovation team comprises linguists that constantly improve our natural language processing engine to enrich our dictionaries, ensuring that they cover concepts linked to providing customer service across all verticals and major languages. A good example of when machine learning going wrong, was Microsoft’s Tay chatbot.

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Customer Experience 2017 Technology Blog 52