Kustomer

JUNE 27, 2022

These features can include, but are not limited to: Improve response times Personalize customer engagement Track employee performance Scale smartly Streamline self-service Enhance the agent experience. Selecting customer service software can feel overwhelming and the software market is teeming with options, information and opinions.

Software 98

Software Tools Customer Service Self Service 98

Eptica

SEPTEMBER 7, 2016

Date: Wednesday, September 7, 2016 The importance of understanding language in customer service. Published on: September 07, 2016. In some cases, these are still paper-based, meaning they are out of date almost as soon as they are printed. Invest in a single, centralized knowledge base that spans all of your channels.

Self Service 48

Self Service Customer Service Knowledge Base Contact Center 48

Eptica

NOVEMBER 4, 2016

Date: Friday, November 4, 2016 3 ways to extend customer service across the enterprise. Published on: November 04, 2016. Author: Pauline Ashenden When customers deal with your organization, they don’t care which department they are communicating with – they simply want the best possible experience and service.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 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. Share this page on: Tweet.

Retail 48

Retail Self Service Knowledge Base Contact Center 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

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. Empower agents Whatever the channel a consumer uses, their query is likely to be routed to an agent in the contact center. Technology can help. Share this page on: Tweet.

Technology 48

Technology Self Service Contact Center Knowledge Base 48

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. Live chat provides businesses with valuable sales and customer service opportunities that aren’t possible through any other channel.

Tips 130

Tips Self Service e-support Social Media 130

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

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. Share this page on: Tweet. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Multi-Channel Social Media 48

Eptica

OCTOBER 21, 2016

Date: Friday, October 21, 2016 3 ways for businesses to improve telephone customer service. Published on: October 21, 2016. Author: Derek Lewis In a multichannel world, the telephone is no longer the default choice of consumers when they want to make contact with an organization. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Author: Steve Nattress Email has been a mainstay of customer service since its inception , providing a digital alternative to the telephone for consumers. Share this page on: Tweet.

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

Eptica

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Have you got a centralized, self-learning knowledge base that spans multiple channels, and can provide the information a chatbot needs to respond? Share this page on: Tweet.

Chatbots 48

Chatbots Self Service Company Contact Center 48

Eptica

JUNE 29, 2016

Date: Wednesday, June 29, 2016 Is a lack of consistency letting your customer service down? Published on: June 29, 2016. Author: Neil Cox Consistency is an essential part of customer service and the overall experience. Unify information and answers Knowledge is at the heart of good customer service.

Self Service 50

Self Service Customer Service Knowledge Base Contact Center 50

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

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. When choosing new technology look at the impact it will have (backed up by metrics), frequency of use and applicability (the range of uses it will have). Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 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

Verint

OCTOBER 24, 2017

After all, John’s issue was resolved and he didn’t need to call your contact center. Your customer service organization lacks the insight that this is an issue customers need assistance with. You likely have a gap in your knowledge base but have no way of knowing that this gap even exists.

Self Service 30

Self Service Knowledge Base Contact Center eBook 30

Eptica

DECEMBER 21, 2016

Date: Wednesday, December 21, 2016 Reducing customer service stress at Christmas. Published on: December 21, 2016. By linking this to a centralized knowledge base, agents can be provided with a template answer that they can personalize to deepen empathy with the consumer. Share this page on: Tweet.

Customer Service 48

Customer Service Multi-Channel Self Service Social Media 48

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. Driven by the rise of the internet and improved communications, individuals are increasingly happy to look beyond their own country when it comes to buying goods and services. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

Eptica

NOVEMBER 22, 2017

It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017. more than in 2016 – with sales increasingly concentrated through online or bigger retailers. Predictions are that Britons will spend just 1.3%

Retail 73

Retail Customer Experience Self Service Ecommerce 73

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. Happier agents are also more productive, which means that they can better achieve contact center metrics.

Chatbots 125

Chatbots Self Service ROI Contact Center 125

Avaya

JUNE 14, 2016

My first exposure to self-service IVR application development was back in the early 1990s. In fact, a study by Marchex released earlier this year estimated that I and my fellow Americans will be on hold in 2016 for more than 900 million hours. That’s a lot of wasted time. So what do I end up doing?

Innovation 40

Innovation Self Service Knowledge Base Contact Center 40

Eptica

JULY 13, 2016

Date: Wednesday, July 13, 2016 Overcoming the challenges of digital customer service. Published on: July 13, 2016. Agents are empowered by access to up to date, consistent information, and productivity is improved as they can answer queries faster through the use of template-based responses. Share this page on: Tweet.

Customer Service 48

Customer Service Insurance Knowledge Base Self Service 48

Tricia Morris

AUGUST 21, 2015

Five Steps to Greater Customer Loyalty : analyze customer behavior with special attention to self-service options available and how and when customers use them; improve self-service, with a broader view than just IVR; integrate all channels; create better links between live and self-service; track satisfaction and evolve based on the results.

CRM 40

CRM Customer Focused Self Service Conference 40