Eptica

FEBRUARY 6, 2019

Listen to staff – and support them Customer service staff are on the frontline, acting as ambassadors for your brand. So, during any change or restructure process, it’s essential to keep them motivated and happy if you want them to deliver great service. Reviewing 2018 – our top 10 blog posts from the year.

Automotive 73

Automotive Social Media Contact Center ROI 73

Tricia Morris

OCTOBER 22, 2015

And whether that perception permeates HR, IT, marketing, sales or customer service, it erodes employee engagement and ultimately, overall business success. Customer Service. The benefits of customer service agents (and all employees for that matter) being information aware are especially great when it comes to service.

Self Service 40

Self Service Employee Engagement Culture Knowledge Base 40

ProProfs Chat

NOVEMBER 29, 2019

Boosts Customer Service & Loyalty. They’ll even read white papers and live chat statistics to understand the current trends of the customer support industry. Live Chat Messaging Customer Satisfaction Statistics. Live Chat Customer Loyalty Statistics. Live Chat Customer Service Statistics.

Wait Times 90

Wait Times e-support Comparison Hospitality 90

Avaya

JANUARY 24, 2018

While the statement may seem like hyperbole to some, for those who work in financial services the statement will have the ring of truth. An original MiFID was enacted in 2004, prior to the 2008 global financial crisis. Ad hoc changes were made by individual countries to address issues that resulted from the crisis.

Financial 46

Financial Government Banking Policies 46

Comm100

JANUARY 19, 2017

We pride ourselves on our service, and would never do something like that. Please contact customer support for any further concerns you might have – our customer service agents are always very happy to help. In this example, Ashley was very vague when approaching the customer’s issue. Customer Service Manager. +1

Examples 100

Examples Customer Service Representative Customers Customer Service 100

Beyond Philosophy

DECEMBER 5, 2017

. • Commitment to the customers – Commitment to understanding customer needs, and to performing in a manner which provides customers with optimal experiences and relationships, as well as delivering the highest level of product and/or service value. Resolve To Deliver More Proactive Service in 2018.

Employee Engagement 68

Employee Engagement Engagement Consulting Culture 68

Esteban Kolsky

JANUARY 29, 2018

Churn went down, customer satisfaction went up. Correlation between happy agents and happy customers. They can capture 40-80% of customer interactions and solve them. What happens, as your systems improve, when customer service goes back to handling exceptions (as it was always intended to do – not every interaction)?

Customer Experience 107

Customer Experience Customer Journeys Self Service Interaction 107

Avaya

JANUARY 26, 2018

The Markets in Financial Instruments Directive II (MiFID II)—arguably the greatest reform to hit Europe’s financial industry—is finally in effect as of January 3, 2018. For a deeper dive into MiFID II (including a few WFO features not mentioned above) download the white paper MiFID II: What Does it Mean for Your Organization?

Financial 51

Financial Contact Center Call Recording Communication 51

Kustomer

APRIL 30, 2020

Listen and subscribe to our podcast: In this episode of Customer Service Secrets , Adrian Swinscoe joins Gabe Larsen to discuss his philosophies and strategies for improving the customer service experience. Punk CX is a new way of looking at customer service that Adrian thought of back in 2017.

Strategy 64

Strategy Customer Service Customer Experience Connections 64

SmartKarrot

DECEMBER 2, 2020

She has proven her spectacular works in content with an eclectic range covering blogs, eBooks, and white papers as well. Sue Nabeth Moore, Customer Success Leader. Not only that, she is the Co-Founder of Customer Success Mastermind which is a career and training developmental program that aids leaders in evolving their careers.

Customer Success 17

Customer Success Customer Journeys Contact Center Leadership 17

TechSee

DECEMBER 12, 2017

Are you part of the 80% of enterprises that feel their current customer service systems do not meet their future needs? To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints.

Omni-Channel 143

Omni-Channel Customer Experience Contact Center Touchpoint 143

NICE inContact

NOVEMBER 9, 2018

But so is providing great customer service. Smart managers know that as call enter quality and service improves, efficiencies and cost reductions will naturally follow. The post Five Ways to Improve Contact Center Performance – What Every Customer Wishes You Knew appeared first on NICE inContact Blog.

Contact Center 122

Contact Center Contact Center Software Self Service Chatbots 122

Eptica

JULY 21, 2019

It does not contain 50,000 words of black ink on off-white paper and doesn’t wax lyrical about another framework that will solve all of your CX ills. This number was forecast to rise to 11 channels over the course of 2018 and 2019. 5 tips for managing the increasing volume of customer queries. I think so.

Multi-Channel 86

Multi-Channel Omni-Channel Culture Travel 86