Eptica

AUGUST 4, 2022

In our latest blog we describe how you can increase your chances of a digital CX success by following a structured process that focuses on four key considerations. Categorie(s): Best Practice A lot has been said about the importance of digital transformation in business today, including in customer experience.

B2B 148

B2B Interaction Management Customer Experience 148

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.

Banking 126

Banking Trends Report Technology 126

Eptica

JANUARY 13, 2023

Find out by reading our latest blog post on our parent company Enghouse Interactive’s website. Find out by reading our latest blog post on our parent company Enghouse Interactive’s website. As companies increasingly adopt Microsoft Teams, how can they integrate call recording with the platform?

Call Recording 105

Call Recording Tips Interaction System 105

Eptica

SEPTEMBER 2, 2022

To help we’ve answered key questions that end-users ask in our latest blog. Categorie(s): Best Practice With more and more contact centres seeing the benefits of moving to the cloud, companies are asking more detailed questions about the functionality and advantages that it provides. Share this page on: Tweet.

Chatbots 124

Chatbots Interaction Management Company 124

Eptica

APRIL 19, 2022

Our latest blog outlines seven important ways you can reduce contact centre response times and increase customer satisfaction. Visit our parent company Enghouse Interactive’s site to read the full blog here. Categorie(s): Best Practice They say patience is a virtue. Share this page on: Tweet.

Customer Satisfaction 123

Customer Satisfaction Consumers Interaction Customer Service 123

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.

Self Service 118

Self Service How To Interaction Strategy 118

Eptica

OCTOBER 13, 2023

Our latest blog covers the role of technology in making the agent experience better. Read the full article on our parent company Enghouse Interactive’s blog here. Our latest blog covers the role of technology in making the agent experience better.

Technology 62

Technology Interaction Customer Engagement Customer Service 62

Eptica

MARCH 11, 2022

Based on the ContactBabel UK Contact Centre Decision Maker’s Guide 2022, our blog explains the challenges to effective quality assurance – and how they can be overcome. Learn more by reading the full blog on our parent company Enghouse Interactive’s site here. Share this page on: Tweet. What is preventing success?

Customer Service 126

Customer Service Interaction Customers Engagement 126

Eptica

FEBRUARY 14, 2022

In our latest blog we highlight research that demonstrates the shift to digital and focus on five important areas driving customer experience transformation. Tags: Customer Experience Transformation Categories: Trends & Markets, Best Practice. Share this page on: Tweet. The three areas to focus on to empower your agents.

Self Service 133

Self Service Customer Experience Trends Video 133

Eptica

SEPTEMBER 17, 2023

Our latest blog discusses DCE in-depth and how it benefits customers time while increasing efficiency. Our latest blog discusses DCE in-depth and how it benefits customers time while increasing efficiency. Read the full article on our parent company Enghouse Interactive’s site.

Customer Engagement 62

Customer Engagement Engagement Customer Service Customers 62

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 122

Customer Service Customers Interaction Engagement 122

Eptica

APRIL 4, 2022

In our latest blog we describe how supporting agents with the right training and appropriate tools and technologies can help to tackle this issue. Categorie(s): Best Practice When customers reach out to a contact centre, they want to feel their time is being valued. Share this page on: Tweet.

Training 119

Training Tools Interaction Technology 119

Eptica

NOVEMBER 19, 2021

Our latest blog explores why FCR is such an important metric, why it is particularly relevant today, and how organisations can improve their own FCR rates. Categorie(s): Best Practice Today, customer service is central to differentiating your company. Share this page on: Tweet.

Self Service 126

Self Service Metrics Interaction Customer Service 126

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?

Analytics 127

Analytics Data Customer Service Trends 127

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. Our new blog explains the 4 pillars of this strategy and what it means to the wider organisation. Share this page on: Tweet.

Customer Service Strategies 120

Customer Service Strategies Strategy Customer Service Interaction 120

Eptica

AUGUST 19, 2022

Our latest blog shares the thoughts of ContactBabel analyst Steve Morrell as he explains why FCR needs a greater focus. Categorie(s): Best Practice Customers want their queries answered accurately without having to make contact more than once. Read the full article on our parent company Enghouse Interactive’s site here.

Net Promoter Score 106

Net Promoter Score B2B Metrics Interaction 106

Eptica

JULY 16, 2021

To help organisations make informed choices our latest blog answers six common questions about cloud contact centres – read the full article here on the website of our parent company Enghouse Interactive. Tags: Cloud Contact Centre, Switching to the cloud Categories: Best Practice, Trends & Markets.

Trends 127

Trends Interaction Marketing Management 127

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. Here’s what to consider.

Customer Service 120

Customer Service Trends Customer Service Strategies Meeting 120

Eptica

JUNE 16, 2023

Our latest blog answers common questions about Teams and the contact centre – read the full article here on our parent company Enghouse Interactive’s website. Our latest blog answers common questions about Teams and the contact centre – read the full article here on our parent company Enghouse Interactive’s website.

Interaction 62

Interaction Management Company 62

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.

Average Handle Time 89

Average Handle Time Self Service Chatbots ROI 89

Eptica

OCTOBER 15, 2021

In this new blog post Trevor Davis outlines the key considerations when choosing a cloud-based call accounting solution and how to pick the perfect partner. Tags: Cloud-based Call Accounting, Controlling Telephone Costs Categories: Best Practice. Share this page on: Tweet.

Customer Service Strategies 124

Customer Service Strategies Software Interaction Communication 124

Eptica

OCTOBER 29, 2021

Read the full article here on the blog of our parent company Enghouse Interactive. 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. Share this page on: Tweet.

Customer Service 127

Customer Service Communication Customers Interaction 127

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

JANUARY 31, 2022

In our latest blog based on ContactBabel research we outline the three most important areas to focus on to improve agent empowerment: technology, skills and the culture/working environment they operate within. Read the full article on our parent company Enghouse Interactive’s site here. Share this page on: Tweet.

Self Service 111

Self Service Trends Video Culture 111

Eptica

AUGUST 29, 2021

Embracing cloud-based solutions gives the flexibility and agility to deliver peak customer success – read our latest blog on our parent company Enghouse Interactive’s site to find out more. Tags: Peak, Scaling Up Resources, Cloud-based Solutions Categories: Best Practice. Share this page on: Tweet.

Customer Service 115

Customer Service How To Resources Tips 115

Eptica

JANUARY 29, 2021

How can you ensure you pick the best solution for your needs? While every business is different our latest blog outlines 8 common use cases and the technology to consider for each of them. Categorie(s): Best Practice Successfully delivering high-quality customer service starts with having the right technology infrastructure in place.

Technology 127

Technology How To Video Customer Service 127

Eptica

SEPTEMBER 24, 2021

Our latest blog explores how these ideas are being superseded. 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.

Tips 123

Tips Measurement Interaction Management 123

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. Categorie(s): Best Practice When it comes to customer service, Father Christmas has been delighting children for countless years.

Customer Service 118

Customer Service Video Customers Interaction 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.

Course 126

Course Technology Interaction Management 126

Eptica

MARCH 17, 2023

But where should organisations spend their budgets for best results? Based on the findings of analyst group Metrigy, our latest blog post outlines 5 priority areas to focus on. But where should organisations spend their budgets for best results? Read the full post here on our parent company Enghouse Interactive’s website.

Call Recording 62

Call Recording Groups Interaction Technology 62

Eptica

JUNE 7, 2021

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

Management 127

Management Culture Trends Interaction 127

Eptica

JULY 1, 2022

In our new blog we explain the differences between B2B and B2C customer service, and the best practice you need to drive success. Visit our parent company Enghouse Interactive’s website to read the blog in full. Visit our parent company Enghouse Interactive’s website to read the blog in full.

B2B 71

B2B B2C Customer Service Trends 71

Eptica

NOVEMBER 13, 2020

Our latest blog picks six key questions that the guide answers in-depth to help you to successfully embrace VoC. Read the full blog post on our parent company Enghouse Interactive’s website to find out more – or download the new Contact Babel guide here. Share this page on: Tweet. Remote Working 2.0:

Trends 126

Trends Analytics Interaction Customers 126

Eptica

SEPTEMBER 7, 2021

In our latest blog we explore five considerations to help you get the most of your migration to the cloud while choosing the right solution provider to help you on that journey. Tags: Cloud Migration, contact centres Categories: Best Practice. But planning a successful cloud migration can be a challenge.

Tips 106

Tips Strategy Technology Interaction 106

Eptica

OCTOBER 14, 2022

Our latest blog discusses seven areas to focus on to help reduce call abandonment rates. 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. Share this page on: Tweet.

Abandon Rate 71

Abandon Rate Chatbots Loyalty Tips 71

Wootric

DECEMBER 21, 2018

Here at Wootric we pride ourselves on providing information about trends and best practices that can help our CX champions shine. If you missed any, here is your chance to get caught up and ready for a winning 2019: How to Choose the Best Net Promoter Score Software for your Business. Well, four more seasons have come and gone!

Net Promoter Score 56

Net Promoter Score Effort Score NPS e-support 56

Eptica

FEBRUARY 17, 2023

Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome. Read the full article on our parent company Enghouse Interactive’s site.

Interaction 62

Interaction Call Recording Management Customer Experience 62