Eptica

SEPTEMBER 7, 2021

Date: Monday, September 6, 2021 Author: Pauline Ashenden - Demand Generation Manager Moving to the cloud – 5 tips for a winning strategy. Author: Pauline Ashenden - Demand Generation Manager More and more contact centres are recognising the benefits of adopting cloud technologies or moving their entire infrastructure into the cloud.

Tips 106

Tips Strategy Technology Interaction 106

Eptica

JULY 22, 2022

Our latest blog post discusses how you can make your contact centre greener, through strategies such as switching to the cloud and embracing hybrid working. Categorie(s): Market Trends The contact centre, like all parts of the organisation, must work towards reducing emissions and ensure the future of the planet.

Self Service 93

Self Service Trends Interaction Strategy 93

Eptica

JUNE 1, 2022

Our latest blog discusses how self-service is evolving and explains best practice for successful deployments. You might also be interested in these posts: 7 steps to a successful contact centre cloud migration. You might also be interested in these posts: 7 steps to a successful contact centre cloud migration.

Self Service 118

Self Service How To Interaction Strategy 118

Eptica

JULY 7, 2021

Our latest blog looks at the unique needs colleges have around clearing – and how the right cloud-based technology can help them succeed. Categorie(s): Best Practice Clearing is the busiest time of the year for universities and colleges. Read the full post here on our parent company Enghouse Interactive’s site.

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Course Technology Interaction Management 126

Eptica

OCTOBER 4, 2021

Our new blog explains the 4 pillars of this strategy and what it means to the wider organisation. Click here to read the full article on our parent company Enghouse Interactive’s blog. You might also be interested in these posts: Migrating call accounting to the cloud? Share this page on: Tweet. Here’s what to consider.

Customer Service Strategies 120

Customer Service Strategies Strategy Customer Service Interaction 120

Eptica

MAY 12, 2022

Date: Thursday, May 12, 2022 Author: Pauline Ashenden - Demand Generation Manager 7 steps to a successful contact centre cloud migration. Author: Pauline Ashenden - Demand Generation Manager The pandemic and the shift to home working have accelerated the trend of contact centres moving to cloud based solutions.

Self Service 71

Self Service Infographics Trends Interaction 71

Eptica

OCTOBER 8, 2021

Excellent customer service is critical to keeping customers up-to-date, and our latest blog outlines five ways to ensure your contact centre can cope with unplanned business disruptions. Click here to read the full post on our parent company Enghouse Interactive’s blog. Share this page on: Tweet. Share this page on: Tweet.

Customer Service 120

Customer Service Trends Customer Service Strategies Meeting 120

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. billion between now and 2025. Share this page on: Tweet. Preparing for future customer service challenges.

Customer Service 121

Customer Service Analytics Resources Customers 121

Eptica

SEPTEMBER 24, 2021

Our latest blog explores how these ideas are being superseded. You might also be interested in these posts: Moving to the cloud – 5 tips for a winning strategy. Categorie(s): Best Practice In the old days, the contact centre was seen primarily as a cost centre. Share this page on: Tweet.

Tips 123

Tips Measurement Interaction Management 123

NICE inContact

OCTOBER 30, 2019

Winners are chosen in 5 categories and will be awarded at Interactions 2020. The categories are: Rookie of the Year This category identifies customers who have chartered best practices in implementing any solution from the NICE or NICE inContact portfolio in the 2019 calendar year. Submit Application.

Net Promoter Score 120

Net Promoter Score Conference Hotels First Call Resolution 120

Eptica

SEPTEMBER 10, 2021

In our latest guest blog, industry expert Sandra Thompson explains what Emotional Intelligence (EI) is, and how it can help your teams better deal with the Christmas rush. Understanding the benefits of moving your contact centre to the cloud. Read the full article here on our parent company Enghouse Interactive’s site.

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Omni-Channel Trends Industry Interaction 104

Eptica

SEPTEMBER 17, 2021

Our latest blog explores why omnichannel is now more important than ever, while highlighting the benefits it brings to both customers and businesses. Understanding the benefits of moving your contact centre to the cloud. Tags: omnichannel, ContactBabel, Microsoft Teams Categories: AI, Trends & Markets. Share this page on: Tweet.

Omni-Channel 112

Omni-Channel Trends Consumers Interaction 112

Eptica

OCTOBER 14, 2022

Our latest blog discusses seven areas to focus on to help reduce call abandonment rates. The key questions to answer when embracing the cloud in your contact centre. Our latest blog discusses seven areas to focus on to help reduce call abandonment rates. Tags: Call Abandonment Categories: Best Practice.

Abandon Rate 71

Abandon Rate Chatbots Loyalty Tips 71

Eptica

JULY 23, 2021

In our latest guest blog Colin Shaw of Beyond Philosophy explains the concept of the Peak-End Rule and what it means in customer service. You might also be interested in these posts: Moving to the cloud – 5 tips for a winning strategy. Understanding the benefits of moving your contact centre to the cloud.

Customer Service 85

Customer Service Tips Interaction Customers 85

Eptica

JULY 30, 2021

Our latest blog explores recent ContactBabel analysis of the channels people prefer to use depending on urgency, complexity and emotional involvement. You might also be interested in these posts: Understanding the benefits of moving your contact centre to the cloud. Share this page on: Tweet.

Consumers 85

Consumers Customer Service Analysis Trends 85

NICE inContact

JANUARY 10, 2018

Just over 12 months ago, NICE Systems acquired inContact (now NICE inContact) bringing together the perennial industry leader in Workforce Optimization (WFO) and Analytics and the longest standing cloud contact center provider in the world. Specifically, the company earned the overall highest scores in each category – 9.4

Contact Center 120

Contact Center Omni-Channel Analytics Innovation 120

Eptica

SEPTEMBER 16, 2020

In the first of a series of two blog posts, we analyse the guide and explore how COVID-19 has put unprecedented strain on customer experience teams and how they have responded, as well as highlighting the switch to remote working and the impact that this has had on the industry. Share this page on: Tweet.

Customer Experience 127

Customer Experience Contact Center ROI Trends 127

NICE inContact

DECEMBER 20, 2018

The term cloud computing dates back to 2006. Every business understands the cloud imperative and their enterprise stack has very many flavors of cloud. Contact centers have traditionally been slow in cloud adoption, currently about 49% of contact centers have some form of cloud infrastructure.

Contact Center 136

Contact Center Multi-Channel Innovation Software 136

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. How can they plan for remote working 2.0?

Call Recording 113

Call Recording Trends Meeting Innovation 113

Eptica

NOVEMBER 6, 2020

Our new blog outlines 4 areas that businesses should focus on to ready their contact centre, from adopting the cloud to joining up their systems ready for the rush. Why you can no longer ignore the cloud for CX applications. What does this mean for customer service and how can companies prepare? Share this page on: Tweet.

Ecommerce 83

Ecommerce How To Knowledge Base ROI 83

AWS Machine Learning

JULY 11, 2022

Like any other supervised machine learning (ML) system, the point cloud data generated by LiDAR sensors should be labeled correctly in order for the ML model to make correct inferences. In this post, we demonstrate how to label 3D point cloud data generated by Velodyne LiDAR sensors using Amazon SageMaker Ground Truth. The dataset.

Resources 83

Resources System Software Data 83

Eptica

FEBRUARY 5, 2021

Our blog explains how you can successfully underpin this change with technology – read it here on our parent company Enghouse Interactive’s site. Reviewing 2020 – our top blog posts from last year. Tags: Quality Management Systems, Unified Communications, Cloud Contact Centre Categories: Trends & Markets.

Trends 72

Trends Interaction Technology System 72

GetFeedback

JULY 19, 2018

For example, our support team measures Customer Effort Score (CES) across support channels and case categories. In those alerts, you can include key customer information from the customer record and/or the relevant Service Cloud case. The post 3 Tips on Maximizing Salesforce Survey Data appeared first on GetFeedback Blog.

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Tips Survey Data Net Promoter Score 240

NICE inContact

OCTOBER 24, 2018

Once again in 2019, we’ll be shining the spotlight on outstanding performance with awards in five categories: Best Cloud Implementation. The post Help Us Recognize the Best of the Best – CX Excellence Awards appeared first on NICE inContact Blog. Best Customer Experience. Best Employee Engagement. Best Business Impact.

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Conference ROI Employee Engagement Interaction 120

Eptica

DECEMBER 3, 2020

Click here to read all about these five in-depth predictions in this post on our parent company Enghouse Interactive’s blog. Why you can no longer ignore the cloud for CX applications. 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?

Trends 72

Trends Analytics Interaction Technology 72

NICE inContact

JANUARY 15, 2019

In the case of Forrester Research and the Forrester Wave for Cloud Contact Centers, Q3 2018 , I think you’ll find all these boxes clearly checked. Forrester culled the field by reviewing the cloud offerings of proven CCaaS vendors at scale that service both small/midsized and large companies globally. A defined and robust methodology.

Contact Center 121

Contact Center Effort Score Omni-Channel Analytics 121

Eptica

SEPTEMBER 10, 2020

In this new blog post, Trevor Davies, Head of Products in R&D, explores some of the key trends and influences from moving to the cloud, to monitoring speech and customer journey analytics, the growing impact of Robotic Process Automation. Share this page on: Tweet. Customer service: what you can learn from great historical figures.

Call Recording 74

Call Recording Trends Analytics Technology 74

GetFeedback

SEPTEMBER 12, 2018

Unlike a regular form, these handy, these “web-to-case” forms will automatically create a new Service Cloud case when customers submit questions. Some ideas include form fields indicating the help category (general questions, tech support, billing, etc.), The solution? Salesforce case forms. Want to get started?

CRM 150

CRM Survey Connections Data 150

NICE inContact

JANUARY 30, 2017

NICE positioned as a Leader and is positioned highest in Ability to Execute and furthest in Completeness of Vision due to significant growth, large market share, and innovation leadership in product development highlights the enterprise as paving the way in the Workforce Engagement Management category.

Engagement 120

Engagement Management Leadership Employee Engagement 120

NICE inContact

MARCH 22, 2016

Last month, IDC released the IDC MarketScape for Worldwide Hosted and Cloud Contact Center 2016 Vendor Assessment (doc #US40732515, February 2016 ). We are proud to be placed in the Leaders category with the following strengths: Functionality. To learn more, download a complimentary excerpt of the report today !

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Contact Center Trends Analysis Measurement 120

Lithium

DECEMBER 21, 2020

This is not visible on all pages, including category pages with mixed content and some hidden group hubs. Keep an eye out for upcoming posts on the Communities Blog to learn how this custom code was implemented. Blog Label Cloud. The drop-down on the top left allows users to choose between 'Top Labels' or alphabetical.

Groups 52

Groups Strategy Engagement Brands 52

NICE inContact

FEBRUARY 24, 2017

With their contact center playing a critical business role, Clearlink needed a powerful portfolio of cloud-based contact center solutions. They can select categories that route the customer to a specific representative best able to handle that call. The way inContact has engineered their cloud platform, in my mind, is very impressive.

Multi-Channel 122

Multi-Channel Contact Center Call Center System 122

Lithium

SEPTEMBER 16, 2020

This is not visible on all pages, including category pages with mixed content and some hidden group hubs. Keep an eye out for upcoming posts on the Communities Blog to learn how this custom code was implemented. Blog Label Cloud. The drop-down on the top left allows users to choose between 'Top Labels' or alphabetical.

Groups 52

Groups Strategy Engagement Brands 52

NICE inContact

OCTOBER 17, 2019

When it comes to making contact center investments that will deliver significant return on investment for public sector agencies looking to improve the citizen experience – there are three categories that agency leaders should focus on: Understand the current state of your contact center? appeared first on NICE inContact Blog.

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Contact Center Customer Experience Return on Investment e-support 120

AWS Machine Learning

JANUARY 26, 2024

Build generative AI applications on secure cloud foundations At AWS, security is our top priority. AWS is architected to be the most secure global cloud infrastructure on which to build, migrate, and manage applications and workloads.

Government 121

Government Training Data Policies 121

BirdEye

MARCH 22, 2024

This blog post provides a comprehensive list of the best Google My Business examples for descriptions, photos, posts, and overall profiles across industries. As you can see, this description clearly states the category within the first sentence. Wouldn’t it be easier with a collection of Google My Business examples for inspiration?

Examples 59

Examples Multi-Channel Sales Industry 59

Eptica

JUNE 16, 2020

Date: Wednesday, June 17, 2020 Author: Tom Walmsley - Business Development Manager Why you can no longer ignore the cloud for CX applications. Every organisation has different requirements and needs to make its own choice, but for those considering a switch, this blog post outlines four key benefits of moving from on-premise to the cloud.

Travel 63

Travel Innovation Omni-Channel System 63