Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Author: Steve Nattress Customers are increasingly demanding about the levels of service that they receive from brands. This gives a faster, more comprehensive and efficient service. Share this page on: Tweet.

Trends 49

Trends Customer Service Social Media Contact Center 49

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

Eptica

FEBRUARY 12, 2016

Date: Friday, February 12, 2016 Has UK customer service turned a corner? Published on: February 12, 2016. This means that delivering the right levels of customer satisfaction is a journey not a destination. This means that delivering the right levels of customer satisfaction is a journey not a destination.

Customer Service 48

Customer Service Knowledge Base Contact Center Banking 48

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. And 73% said if they had received better live/in-person customer service it might have had an impact on their decision to switch. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 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

Eptica

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. For example, provide agents with access to a centralized knowledge base that is constantly updated with the latest answers, in order to give them the information they need to respond confidently to customers over the phone.

Technology 48

Technology Self Service Contact Center Knowledge Base 48

Eptica

APRIL 22, 2016

Date: Friday, April 22, 2016 Chatbots and customer service. Published on: April 22, 2016. In order to deliver this companies need to have created a central knowledge base that contains answers, and self-learning software that ensures that the right response is provided. Do their customers want it?

Chatbots 48

Chatbots Customer Service Social Media Knowledge Base 48

Eptica

MAY 18, 2016

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Published on: May 18, 2016. Author: Anne-Merete Jensen Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents. Share this page on: Tweet.

Contact Center 51

Contact Center Meeting Net Promoter Score Average Handle Time 51

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Published on: January 29, 2016. Author: James Gladwish Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. Share this page on: Tweet.

Hotels 48

Hotels Customer Service Social Media Travel 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

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. These findings come from the Eptica Multichannel Customer Experience Study , which has tracked the changing face of customer service in the UK, France and latterly the United States , over the last five years.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

Eptica

FEBRUARY 17, 2016

Date: Wednesday, February 17, 2016 5 ways to successfully deal with angry customers. Published on: February 17, 2016. Author: Pauline Ashenden Given the complexity of business today and the rising expectations of consumers, most organizations will be on the receiving end of customer complaints. Share this page on: Tweet.

Contact Center 48

Contact Center Knowledge Base Customers Consumers 48

Eptica

DECEMBER 23, 2015

This is the last 2015 post on the Eptica blog – have a wonderful holiday and we look forward to sharing more news, views and advice on customer experience in 2016. Share this page on: Tweet.

Customer Service 48

Customer Service Contact Center Knowledge Base Retail 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. 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

AUGUST 5, 2016

Date: Wednesday, August 10, 2016 Bringing light to digital customer service. Published on: August 10, 2016. The agent can also be automatically provided with a pre-scripted answer from the knowledge base , based on the content of the message, speeding up response times and bridging the understanding gap.

Customer Service 48

Customer Service Social Media Knowledge Base Contact Center 48

Bold360

MARCH 9, 2017

Nanorep allows you to approach consumers from within the platforms they are already on, whether via web self-service, mobile applications, email, chat, social media, or any other customer engagement platform. Self-Service for the Win.

Omni-Channel 65

Omni-Channel Self Service Consumers Connections 65

Avaya

JUNE 14, 2016

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. This is why I think eGain Corporation , one of our 2016 DevConnect Innovation Award winners , is onto something really big. That’s a lot of wasted time. So what do I end up doing?

Innovation 40

Innovation Self Service Knowledge Base Contact Center 40

Verint

OCTOBER 24, 2017

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. Your customer journey now has a blind spot.

Self Service 30

Self Service Knowledge Base Contact Center eBook 30

Bold360

APRIL 27, 2017

Travel and tourism can be difficult areas for retaining customer loyalty, with websites set up exclusively to pit brands against one another on the best deals for hotels and rock-bottom prices on flights. In fact, live chat has a 92% satisfaction rate for customers, while Facebook messenger comes in just below at 84%.

Tourism 56

Tourism Travel Customer Service e-support 56

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. Types of Customer Support Software. An internal knowledge base is home to information meant to be used by employees (i.e.,

Software 98

Software Tools Customer Service Self Service 98

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.

Customer Experience 55

Customer Experience Knowledge Base Contact Center System 55

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. Update your knowledge base Information quickly goes out of date, so make sure that you thoroughly overhaul your knowledge base ahead of the holidays.

Retail 48

Retail Self 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. Author: Dharmesh Ghedia Whether it is to add capacity in specific areas, helping expansion into new markets or bringing down costs, outsourcing is a central part of customer service.

Customer Service 48

Customer Service Contact Center Knowledge Base Guidelines 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.

Omni-Channel 48

Omni-Channel Contact Center Call Center Self Service 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 1, 2016

Date: Thursday, September 1, 2016 Are you joining the dots when it comes to customer service? Published on: September 01, 2016. From the customer point of view this appears simple, but in practice siloed systems, unintegrated channels and a lack of resources often prevent this vision becoming a reality.

Customer Service 48

Customer Service Multi-Channel Social Media Knowledge Base 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 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.

Self Service 48

Self Service Customer Service Multi-Channel Social Media 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

AUGUST 31, 2016

Date: Wednesday, August 31, 2016 Are you joining the dots when it comes to customer service? Published on: August 31, 2016. From the customer point of view this appears simple, but in practice siloed systems, unintegrated channels and a lack of resources often prevent this vision becoming a reality.

Customer Service 48

Customer Service Multi-Channel Social Media Knowledge Base 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.

Customer Service 48

Customer Service Insurance Knowledge Base Self Service 48

Eptica

FEBRUARY 8, 2017

No wonder that in 2016 Gartner research CEOs listed customer experience as their second biggest priority, directly behind business growth. 37% listed customer experience management software as their top technology investment over the next five years. Share this page on: Tweet.

Knowledge Base 48

Knowledge Base Consumers Touchpoint Customer Engagement 48

Eptica

DECEMBER 9, 2016

Date: Friday, December 9, 2016 What’s the state of European customer service? Published on: December 09, 2016. To find out Engage Business Media recently surveyed over 3,000 consumers in six European countries (the UK, France, the Netherlands, Germany, Italy and Sweden). But how does it vary between different countries?

Customer Service 48

Customer Service Multi-Channel Consumers Knowledge Base 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

Customer Service 48

Customer Service Social Media Net Promoter Score Contact Center 48

Totango

JANUARY 22, 2019

As such, customer success in the SaaS market is not the domain of a single team— it’s a company-wide strategy. Making your customer data available to every member of your team and empowering them to add to your customer knowledge base is the best way to ensure your customer has a positive experience at every stage of their journey.

Customer Success 72

Customer Success Social Media Knowledge Base Customers 72

CSM Magazine

MARCH 13, 2022

. “To create value-driven experiences, brands need a complete platform that leverages data, AI and machine learning to deliver the right knowledge to customers, support agents and internal teams at the right time,” said Mads Fosselius, CEO and co-founder of Dixa. About Dixa.

Self Service 52

Self Service Chatbots Knowledge Base Analytics 52

Pointillist

NOVEMBER 11, 2019

You need to recognize that customers view contact with a service center as an escalation. Also, you need highly-skilled and well-trained agents with access to strong knowledge bases to handle growing numbers of complex customer concerns. In fact, global research reveals that customers do want first call resolution.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74