Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Given this pressure, along with the need to operate as efficiently as possible, how are contact centers evolving to meet changing needs?

Trends 49

Trends Customer Service Social Media Contact Center 49

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. Thanks to the rise of messaging applications, people have grown used to having text based, real-time conversations, meaning they feel increasingly familiar with chat in a customer service scenario.

Customer Service 48

Customer Service Knowledge Base Contact Center Consumers 48

Eptica

MAY 4, 2016

Date: Wednesday, May 4, 2016 Knowledge – the jewel in the customer service crown. Published on: May 04, 2016. Author: Pauline Ashenden At a time when consumers want a fast, seamless experience, knowledge is at the heart of delivering excellent customer service.

Customer Service 48

Customer Service Knowledge Base Self Service Social Media 48

Eptica

DECEMBER 14, 2016

Date: Wednesday, December 14, 2016 Delivering the benefits of customer service outsourcing. Published on: December 14, 2016. According to the Everest Group, nearly a quarter of contact center activities across the globe are outsourced, meaning the market is worth $75-78 billion every year.

Customer Service 48

Customer Service Contact Center Knowledge Base Guidelines 48

Eptica

NOVEMBER 4, 2016

Date: Friday, November 4, 2016 3 ways to extend customer service across the enterprise. Published on: November 04, 2016. Based on this idea, here are three areas to focus on if you want to provide a seamless service: 1. However, in many cases the silos within an organization conspire against this.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Eptica

SEPTEMBER 22, 2016

Date: Friday, September 23, 2016 Getting it right first time – the impact on customer service. Published on: September 23, 2016. Consequently, they value fast, consistent and helpful customer service that answers their query or sorts out their problem, first time - however they choose to make contact.

Self Service 48

Self Service Customer Service Knowledge Base Contact Center 48

Eptica

SEPTEMBER 30, 2016

Date: Friday, September 30, 2016 4 ways of raising the profile of customer service in your organization. Published on: September 30, 2016. million Americans working in contact centers and over 70% of the UK working population occupying roles that involve dealing directly with customers. Share this page on: Tweet.

Customer Service 48

Customer Service Contact Center Knowledge Base Social Media 48

Eptica

SEPTEMBER 12, 2016

Date: Wednesday, September 14, 2016 Getting ready for Christmas – 5 areas for retailers to focus on. Published on: September 14, 2016. Based on my experience working with retailers of all sizes, here are five things to focus on ahead of the busiest time of the year: 1.

Retail 48

Retail Self Service Knowledge Base Contact Center 48

Eptica

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. We’ve seen the growth of email , the rise of social media and the emergence of web chat all provide new ways to interact with friends, families and organizations. Technology can help.

Technology 48

Technology Self Service Contact Center Knowledge Base 48

Eptica

AUGUST 5, 2016

Date: Friday, August 19, 2016 Why email is more important than ever for customer service. Published on: August 19, 2016. Consumers value its ease of use and full audit trail, while the rise of mobile makes it even faster and simpler to contact companies using email. Share this page on: Tweet.

Customer Service 49

Customer Service Knowledge Base Contact Center Average Handle Time 49

Eptica

DECEMBER 21, 2016

Date: Wednesday, December 21, 2016 Reducing customer service stress at Christmas. Published on: December 21, 2016. It is stressful for consumers buying last minute presents or chasing up a missing delivery, but it is also stressful for the staff in stores and contact centers with the many customer enquiries that follow the season.

Customer Service 48

Customer Service Multi-Channel Self Service Social Media 48

Eptica

JULY 13, 2016

Date: Wednesday, July 13, 2016 Overcoming the challenges of digital customer service. Published on: July 13, 2016. Author: Angus Prentice The rise of digital channels is radically changing how businesses operate and interact with customers, increasing competition and driving transformation of their operations. The result?

Customer Service 48

Customer Service Insurance Knowledge Base Self Service 48

Comm100

FEBRUARY 20, 2018

Chatbots are like evolved self-service portals or advanced knowledge bases. As a result, they reduce the number of incoming calls to contact centers, improving efficiency and reducing operational costs. Each time a customer interacts with a Chatbot before a live person, the cost per query gets lower.

Chatbots 125

Chatbots Self Service ROI Contact Center 125

Eptica

FEBRUARY 18, 2016

Date: Friday, February 19, 2016 Transforming insurance customer service: Ageas Retail Intermediary. Published on: February 19, 2016. It saw the increasing importance of email and the web to business growth and realized that its existing desktop email-based approach was no longer meeting either its needs or those of its customers.

Insurance 48

Insurance Retail Customer Service Knowledge Base 48

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. At the same time efficiency is improved as customers that find answers online don’t need to call or email the contact center , reducing workloads and ensuring that response times are shorter.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

Eptica

MAY 11, 2016

Date: Wednesday, May 11, 2016 Moving off the customer service treadmill. Published on: May 11, 2016. This relies on empowering your agents so that they have the skills, tools and, above all, the knowledge to confidently provide solutions to problems.

Self Service 48

Self Service Customer Service Multi-Channel Social Media 48

Eptica

AUGUST 3, 2016

Date: Wednesday, August 3, 2016 Coping with the switch from phone to digital customer service. Published on: August 03, 2016. New research by contact center analysts, Contact Babel , in the US and the UK highlights how consumer usage of channels is changing and the pressure it is putting on organizations.

Self Service 48

Self Service Customer Service Contact Center Multi-Channel 48

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Despite the growth of other digital channels, such as social media and chat, it continues to thrive – 69% of people still want to contact companies through email , according to Forrester.

Self Service 48

Self Service Engagement Customer Service Social Media 48

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Pointillist

NOVEMBER 11, 2019

It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” ” Today’s call centers must balance many priorities while maintaining an intense focus on customers. As McKinsey & Company explains : The contact center.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

Eptica

JUNE 29, 2016

Date: Wednesday, June 29, 2016 Is a lack of consistency letting your customer service down? Published on: June 29, 2016. There might be silo based working with separate departments managing individual channels and relying on separate information sources to answer customers’ questions. Share this page on: Tweet.

Self Service 50

Self Service Customer Service Knowledge Base Contact Center 50

Eptica

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Author: Pauline Ashenden One of the most talked about current trends in customer experience is the rise of chatbots , with many companies investigating using them to interact with customers on messaging apps.

Chatbots 48

Chatbots Self Service Company Contact Center 48

Eptica

FEBRUARY 12, 2016

Date: Friday, February 12, 2016 Has UK customer service turned a corner? Published on: February 12, 2016. Author: Derek Lewis In today’s fast changing world consumer expectations are continually rising. This means that delivering the right levels of customer satisfaction is a journey not a destination. Share this page on: Tweet.

Customer Service 48

Customer Service Knowledge Base Contact Center Banking 48

Eptica

FEBRUARY 17, 2016

Date: Wednesday, February 17, 2016 5 ways to successfully deal with angry customers. Published on: February 17, 2016. So, if your telecoms network goes down or your logistics supplier unexpectedly can’t deliver to a particular area make sure your contact center knows – and has answers prepared to give to customers.

Contact Center 48

Contact Center Knowledge Base Customers Consumers 48

Eptica

MARCH 8, 2016

Date: Wednesday, March 9, 2016 The importance of integrating Twitter into customer service. Published on: March 09, 2016. Integrate Twitter fully into customer service Measuring satisfaction levels at the end of an interaction will deliver valuable metrics to customer service departments.

Customer Service 48

Customer Service Social Media Net Promoter Score Contact Center 48

Eptica

JANUARY 27, 2016

Date: Wednesday, January 27, 2016 Social customer service – why it is a continuous journey. Published on: January 27, 2016. Companies now need to integrate social media with other channels, and share knowledge between them. Share this page on: Tweet.

Social Media 48

Social Media Customer Service Contact Center Retail 48

Avaya

JUNE 14, 2016

Over the years, I’ve participated in the evolution from simple menu-based interfaces (“ Press 1 for sales, 2 for service… ”), to full-blown natural-language interactions driven by intelligent, automated back-end capabilities (“ Open the pod bay doors, Hal… ”).

Innovation 40

Innovation Self Service Knowledge Base Contact Center 40

Eptica

AUGUST 5, 2016

Date: Wednesday, August 10, 2016 Bringing light to digital customer service. Published on: August 10, 2016. Whether interacting on email, social media or chat your agents have none of the physical clues that face to face or telephone conversations provide. Sound far-fetched? They truly are operating in the dark.

Customer Service 48

Customer Service Social Media Knowledge Base Contact Center 48

Talkdesk

JUNE 14, 2016

Most of these tips revolve around regularly updating your knowledge base. — Marketing Trends (@MarketingTrend4) May 29, 2016. They want to interact with companies on their own terms, in real-time. They also recommend staying on top of future questions customers may have, rather than just being reactive.

Self Service 40

Self Service Customer Experience Knowledge Base Contact Center 40

Comm100

JUNE 13, 2018

According to a study by Inmar , 72 percent of coupons used in 2016 affected purchasing behavior , usually by encouraging shoppers to buy a product they otherwise would not have. During the holiday season, many contact centers experience high call volumes. Put on Your Best Holiday Deals.

Tips 130

Tips Self Service e-support Social Media 130

Eptica

NOVEMBER 28, 2016

Date: Monday, November 28, 2016 5 top trends driving customer service. Published on: November 28, 2016. Obviously responding quickly is no use if it doesn’t answer the question or requires consumers to make additional effort, such as re-contacting an organization for clarification. Yet another took over 4 days.

Trends 48

Trends Customer Service Social Media B2C 48

Tricia Morris

AUGUST 21, 2015

It doesn’t replace human interaction at the end of the day. 3) Interview candidates in the same channel that they will interact with your customers. (4) These employees have learned to fix anything and everything, but this knowledge has not been written down. Technology and software can only do so much. ” 11.

CRM 40

CRM Customer Focused Self Service Conference 40