Eptica

APRIL 1, 2021

Author: Pauline Ashenden - Demand Generation Manager The pandemic and remote working have increased the importance of understanding and supporting the mental and physical wellbeing of contact centre agents. Tags: agent wellbeing, Hybrid Working, contact centre Categories: Best Practice. Published on: April 01, 2021.

ROI 95

ROI Meeting Interaction Technology 95

Eptica

NOVEMBER 24, 2020

Remote Working 2.0: 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. How to build a collaborative contact centre with Microsoft Teams. Optimising Contact Centres.

Customer Service 114

Customer Service Trends Customer relationships Loyalty 114

NICE inContact

SEPTEMBER 27, 2019

With an outdated, on-premises Cisco call center system, Empire Today was facing a $1 million price tag to upgrade to modern functionality. And having the flexibility to quickly set up disaster recovery anywhere and support agents remotely has definitely given Phil some peace of mind and additional sleep. Empire Today now?

Abandon Rate 137

Abandon Rate Contact Center Wait Times Case Study 137

TechSee

JULY 29, 2020

Visual Assistance allows technicians, remote experts, and customers to collaborate on issue resolution. Get Help from Remote Experts. Allow Technicians to Work Remotely. Computer Vision can also automate the job summary process using image-to-text techniques to automatically tag the visuals collected by technicians.

Strategy 109

Strategy Travel Knowledge Base Video 109

Eptica

NOVEMBER 13, 2020

Remote Working 2.0: Tags: AI, Customer experience, Voice of the customer, Contact Babel, text analytics, VoC Categories: Trends & Markets, Best Practice. 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.

Trends 126

Trends Analytics Interaction Customers 126

Eptica

JANUARY 5, 2021

Tags: contact centre, remote working, collaboration, VoC Categories: Trends & Markets. 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. Read the full?blog

Self Service 104

Self Service Trends Video Interaction 104

Eptica

FEBRUARY 5, 2021

Author: Pauline Ashenden - Demand Generation Manager The last year has transformed contact centres, with the majority forced to switch to remote working due to pandemic lockdowns. Categorie(s): Trends & Markets The last year has transformed contact centres, with the majority forced to switch to remote working due to pandemic lockdowns.

Trends 72

Trends Interaction Technology System 72

Playvox

SEPTEMBER 30, 2022

Related Article: 5 Proven Strategies To Help Remote Contact Center Agents Feel Valued. You’re probably using tags to track customer feedback, but without the right reporting, you might find yourself struggling to gather customer insights from the wealth of unstructured data and present them in a way that shows their effect on the business.

Contact Center 67

Contact Center Report eBook Tips 67

TechSee

JULY 31, 2019

In manufacturing, the closely allied field of machine vision has long been used for automated inspections, identifying defective products on the production line and for remote inspections of pipelines and equipment. Remote Visual Assistance & Self-Service. Healthcare.

Self Service 149

Self Service Automotive Healthcare Retail 149

Kustomer

JULY 12, 2022

Intelligent automation can auto-populate useful data like contact information or tag conversations based on key factors like issue type or location. Remote Work. The concept of remote work is one that could effectively revolutionize the experience of customer service and support in CRM. Hurdles to Overcome.

Omni-Channel 98

Omni-Channel CRM Culture Training 98

ViiBE Blog

MAY 26, 2023

ViiBE Blog Solving plumbing problems with remote visual assistance in plumbing management software Marc Prempain May 26, 2023 Share this article Contents Share this article Contents Enhancing the Digital Experience with Remote Assistance Free Retail E-book available now!

Software 52

Software Management Video e-support 52

Eptica

MARCH 20, 2020

To find out, read the latest post on our parent company Enghouse Interactive's blog where you can learn how video communications can bring together remote staff, maintain a connected corporate culture and best support them now - and in the future. Read the full post here.

Video 72

Video Connections Self Service Culture 72

ViiBE Blog

JUNE 3, 2021

Field ticketing software is crucial to managing a company’s operations in the field remotely. As field service becomes more remote, priorities are changing. Remote maintenance and Remote Virtual Inspection are just two applications of this technology. It is as vital as ever to track the performance of team members.

Software 52

Software CRM Knowledge Base First Call Resolution 52

Kustomer

NOVEMBER 4, 2020

Automating manual tasks like tagging. Customer Service Goes Remote. Remote working has plenty of benefits for all parties. No wonder most people who have tried remote work never want to go back! Remote working teams need to learn new methods of providing effective customer service from their homes or co-working spaces.

Omni-Channel 140

Omni-Channel Customer Experience Chatbots e-support 140

kommunicate

APRIL 1, 2020

After a lot of remote meetings and scrums, we have added some powerful features to your favorite customer support tool. The latest version of Kommunicate includes multilingual support for tags, bug fixes, latest iOS SDK and agent app. if you haven’t read the previous release notes, please head here.

Meeting 52

Meeting Tools Customers 52

CSM Magazine

NOVEMBER 27, 2020

And that couldn’t be more true in 2020 where businesses have been forced to adapt to a remote working model. There are thousands of companies now working remotely. But some of the biggest companies have also pledged to the remote working model for the long-term. Exceptional circumstances create exceptional business decisions.

Company 52

Company Trends Examples Software 52

Eptica

SEPTEMBER 3, 2020

Given that sustainability is a key focus for businesses and consumers alike, this post by Jeremy Payne, Group VP of Marketing & Alliances of Enghouse Interactive, explains how you can make your contact centre greener through remote working and collaboration.

Groups 74

Groups Trends Interaction Marketing 74

Eptica

NOVEMBER 27, 2020

Remote Working 2.0: 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. Share this page on: Tweet. Optimising Contact Centres.

Self Service 63

Self Service Measurement Meeting Interaction 63

Eptica

OCTOBER 29, 2020

You might also be interested in these posts: Remote Working 2.0: Tags: collaborative contact centre, Microsoft Teams, collaboration, communication, customer-centric, Customer Service, migrating to Teams Categories: Best Practice, Trends & Markets. Share this page on: Tweet. Optimising Contact Centres.

How To 56

How To Customer Centricity Trends Communication 56

NobelBiz

AUGUST 22, 2023

Remote Accessibility According to financesonline , during the pandemic, VoIP and video conferencing grew by almost over 212% due to increased remote work. In an era where remote work is becoming the norm, the ability to access your business phone system from anywhere is invaluable.

Analysis 98

Analysis Contact Center Telecommunications Self Service 98

Oracle

JUNE 23, 2020

While navigating networking remotely can be intimidating, a recent article by Forbes provides 3 ways to continue building a strong network: Look for highly relevant webinars and virtual events. “When you work remotely, networking opportunities don’t appear as often as if you worked in an office. So, how do you get started?

Tips 94

Tips Social Media How To Connections 94

Ecrion

AUGUST 18, 2020

Accurate Tagging. Simply organizing your files isn’t enough— you’ll need to tag them accurately so that you know exactly what each file contains. For example, you’re able to assign a specific color as a tag on Mac computers. This doesn’t have to be an extensive process, though. Permission-Based Access.

Management 65

Management Software Financial Interaction 65

AWS Machine Learning

JULY 29, 2022

Use their preferred tools to query and process such datasets within their environment for ML without the need for replicating data from the original remote location or for worrying about engineering or infrastructure complexities associated with processing data physically stored in a remote site. Data producer: Domain ownership.

Training 77

Training Data Government Banking 77

Help Scout

APRIL 27, 2021

Lens is a tool that aggregates satellite and aerial data to analyze landscapes, while HydroForecast is an AI and remote sensor technology that helps organizations predictively visualize changing waterways. The team also easily tracks feedback over email using conversation tags. “We

Customers 45

Customers Feedback Touchpoint Technology 45

Eptica

MAY 20, 2020

Tags: Knowledge, knowledge management, information, Customer Service, Customer experience, Customer satisfaction, Enghouse, Eptica, COVID, covid-19, agent, remote working, vide Categories: Best Practice, News. Please click here to reserve your copy of the Guide: The Importance of Agile Knowledge ahead of publication.

Customer Satisfaction 127

Customer Satisfaction Self Service Consumers Banking 127

AWS Machine Learning

APRIL 22, 2024

Add any optional tags, then choose Next. Create users and groups in AD using the EC2 Windows instance With Remote Desktop , connect to the EC2 Windows instance you created in the previous step. server FQDN or YOUR name) []: nlb-ds-abcd1234.elb.region.amazonaws.com Choose Next. Review the configuration and choose Import.

Groups 87

Groups Software System Policies 87

CSM Magazine

JUNE 10, 2021

Tagging contacts correctly – while this process can be automated with speech analytics, if agents correctly tag each call in their After Call Work (ACW), the contact centre can track how often a problem reoccurs. Then, make it clear that these contacts are not rare occurrences.

Gamification 105

Gamification How To Call Recording Analytics 105

SurveySparrow

JULY 24, 2020

When Covid-19 hit the world, lots of organizations packed their staff home, making them work from remote locations for an indefinite time. 22% of remote employees report that unplugging after work is their biggest challenge. 22% of remote employees report that unplugging after work is their biggest challenge.

Video 52

Video Culture Social Media Exercises 52

CSM Magazine

MARCH 24, 2023

Ask questions, share photos, provide tips, upload videos, host digital events, plan giveaways, and reply to comments or post tags. Although there are many advantages to adapting to remote operations, limited face-to-face interactions present some challenges.

Ecommerce 52

Ecommerce Tips Customer Experience Social Media 52

CSM Magazine

MARCH 24, 2023

Ask questions, share photos, provide tips, upload videos, host digital events, plan giveaways, and reply to comments or post tags. Although there are many advantages to adapting to remote operations, limited face-to-face interactions present some challenges.

Ecommerce 52

Ecommerce Tips Customer Experience Social Media 52

Comm100

SEPTEMBER 13, 2021

Reconfiguring legacy phone systems for a remote setting posed huge issues for more traditional, centralized contact centers. Being tagged in an angry tweet will bring visibility to an organization in a negative way, but not having a presence on Twitter would be much worse.

Customer Service 216

Customer Service Omni-Channel Social Media Connections 216

TechSee

MARCH 12, 2019

Visual automation can also enhance the entire claim cycle time for P&C insurers by delivering faster and more accurate claims processing, more efficient remote adjustment, better risk classification, improved documentation handling and by reducing fraud. The state of play.

Self Service 111

Self Service Contact Center Net Promoter Score Contact Center Workflow 111

Inbenta

MAY 7, 2021

Don’t forget about your remote workers. Using VoIP systems allows your agents to take calls anywhere – particularly helpful for remote teams, or with sales agents who travel a lot. Timers and tags. Another solution is for your software to assess each inquiry, categorize it and tag it using a traffic light priority system.

Customer Service 116

Customer Service Social Media How To Software 116

SurveySensum

NOVEMBER 10, 2023

Pros Different types of survey questions Affordable Multi-channel survey distribution Easy-to-use and implement Enables automated feedback tagging by category and sentiment Easy transfer of existing survey data from previous customer feedback tool Customizable reports and dashboards Cons Limited integrations but their support is flexible.

User Experience 52

User Experience Tools Feedback Analysis 52

Kustomer

NOVEMBER 4, 2020

Automating manual tasks like tagging. Customer Service Goes Remote. Remote working has plenty of benefits for all parties. No wonder most people who have tried remote work never want to go back! Remote working teams need to learn new methods of providing effective customer service from their homes or co-working spaces.

Omni-Channel 52

Omni-Channel Customer Experience Chatbots e-support 52

CX Accelerator

AUGUST 1, 2018

Air Console is perfect for this, and will also build community even for remote teams. Nate Get a cheap but highly effective laser tag set to get your team out of the building and running around for a few minutes. . - Nate Light queue? Insert a quick and fun mental health break together in the form of a virtual game.

Contact Center 182

Contact Center Resources Groups Culture 182

ViiBE Blog

MAY 31, 2021

ViiBE also works excellently for use cases like remote virtual inspection (RVI.) Its ticketing solution uses tags to track ongoing or reoccurring issues with the search function easily. Non-customer-facing use cases also benefit from the convenience of ViiBE’s knowledge base to organize inspections or remote maintenance.

Knowledge Base 52

Knowledge Base Self Service How To Software 52