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. Read the full post here.

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Self Service Customer Experience Social Media Insurance 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.

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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.

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Self Service System Knowledge Base Multi-Channel 48

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. Linguistics-based technology benefits brands in three key ways: 1.

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Customer Service Social Media Knowledge Base Contact Center 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%

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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.

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Self Service Customer Experience Chief Customer Officer Knowledge Base 48

Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. Author: Laurence Chami 20 years ago customer service existed in a world dominated by voice , hence the widespread reliance on call centers to manage customer service interactions.

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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.

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Chatbots Self Service ROI Contact Center 125

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.

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Tips Self Service e-support Social Media 130

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. Chat is a good example.

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Self Service Customer Service Social Media Contact Center 48

Eptica

JUNE 22, 2016

Date: Wednesday, June 22, 2016 Overcoming the knowledge challenges in customer experience. Published on: June 22, 2016. Author: Dharmesh Ghedia In today’s fast moving economy, businesses rely on knowledge in all formats to drive their operations.

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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.

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Self Service Customer Service Social Media Knowledge Base 48

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.

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Self Service Customer Service Knowledge Base Contact Center 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. Share this page on: Tweet.

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Customer Service Contact Center Knowledge Base Guidelines 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. Carry out your own mystery shopper tests.

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Retail Self Service Knowledge Base Contact Center 48

Eptica

MARCH 8, 2016

Date: Wednesday, March 9, 2016 The importance of integrating Twitter into customer service. Published on: March 09, 2016. Author: Dharmesh Ghedia The conversational, open nature of Twitter easily lends itself to customer service – in fact, the social network itself claims that tweets to major brands have increased by 2.5

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Eptica

JANUARY 27, 2016

Date: Wednesday, January 27, 2016 Social customer service – why it is a continuous journey. Published on: January 27, 2016. Author: Michael Cheung All brands should now understand the importance of social media to customer service. Over 1 million people view tweets about customer service every week.

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Social Media Customer Service Contact Center Retail 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.

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Customer Service Knowledge Base Self Service Social Media 48

Eptica

MAY 11, 2016

Date: Wednesday, May 11, 2016 Moving off the customer service treadmill. Published on: May 11, 2016. There’s obviously no single answer, but it is vital to develop a strategy that is based on these four key areas: 1. Each has its advantages and disadvantages, both from the customer and brand point of view.

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Self Service Customer Service Multi-Channel Social Media 48

Eptica

JULY 13, 2016

Date: Wednesday, July 13, 2016 Overcoming the challenges of digital customer service. Published on: July 13, 2016. Integrated In many companies customer service is still handled on a channel by channel basis, with separate teams using different systems to answer emails, phone calls and social media messages.

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Customer Service Insurance Knowledge Base Self Service 48

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.

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Customer Service Multi-Channel Self Service Social Media 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. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Knowledge Base Contact Center 48

Eptica

NOVEMBER 28, 2016

Date: Monday, November 28, 2016 5 top trends driving customer service. Published on: November 28, 2016. Consequently, successfully managing and sharing knowledge is crucial. Knowledge should be the glue that joins channels together , helping drive speed, consistency and efficiency. Share this page on: Tweet.

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Trends Customer Service Social Media B2C 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.

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Self Service Customer Service Contact Center Multi-Channel 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. 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.

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Self Service Customer Service Knowledge Base Contact Center 50