ShepHyken

JUNE 28, 2021

Newsweek) Newsweek has again partnered with respected global data research firm Statista to identify the stores that consistently provide the Best Customer Service 2021. Well, that’s exactly what you might experience when you interact with the employees in Arlington, TX. America’s Best Customer Service Companies by Newsweek.

Customer Service 142

Customer Service Government Customer Service Training Loyalty 142

Totango

FEBRUARY 8, 2021

the largest and fastest-growing customer success platform, today announced that G2 has recognized the company as one of the Top 50 Best Software Companies for 2021. We are honored to be named to G2’s prestigious Top 50 Software list for 2021,” said Guy Nirpaz, CEO and Founder of Totango. Totango, Inc.,

Software 96

Software Company Analytics Customer Journeys 96

Eptica

FEBRUARY 12, 2021

Date: Friday, February 12, 2021 Author: Pauline Ashenden - Demand Generation Manager 4 key trends from the 2021 ICS UK Customer Satisfaction Index. Published on: February 12, 2021. Read the full article now on our parent company Enghouse Interactive’s site. 5 ways to get your contact centre fit for 2021.

Customer Satisfaction 72

Customer Satisfaction Trends Consumers Industry 72

Eptica

JANUARY 22, 2021

Date: Friday, January 22, 2021 Author: Pauline Ashenden - Demand Generation Manager 4 areas to focus on for successful CX in 2021. Published on: January 22, 2021. Read the entire blog post – and download the Contact Babel research – on our parent company Enghouse Interactive’s site.

Video 72

Video Consumers Interaction Customer Experience 72

Eptica

MAY 28, 2021

Date: Friday, May 28, 2021 Author: Pauline Ashenden - Demand Generation Manager How Housing Associations can transform customer service in 2021. Published on: May 28, 2021. Click here to read the full article on the website of our parent company Enghouse Interactive.

Customer Service 72

Customer Service Customer Satisfaction Trends Metrics 72

Eptica

JANUARY 15, 2021

Date: Friday, January 15, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways to get your contact centre fit for 2021. Published on: January 15, 2021. Our latest blog explains where you need to focus to get your customer service fit for 2021. Reviewing 2020 – our top blog posts from last year.

Trends 72

Trends Video Consumers Customer Service 72

InMoment XI

FEBRUARY 3, 2022

We’ve spent a lot of time on the InMoment blog discussing the importance of a seamless experience. It doesn’t matter what channel or touchpoint, your customers and employees should have a sense of consistency every time they interact with your brand. Tip #1: Seamless and Efficient Experiences Are a Must.

Employee Experience 529

Employee Experience Customer Experience Brands Social Media 529

Eptica

DECEMBER 3, 2020

Date: Thursday, December 3, 2020 Author: Pauline Ashenden - Demand Generation Manager Contact centre predictions to watch for in 2021. Author: Pauline Ashenden - Demand Generation Manager As contact centres come to terms with the disruption caused by COVID-19, what are the trends to focus on in 2021? Published on: December 03, 2020.

Trends 72

Trends Analytics Interaction Technology 72

Beyond Philosophy

JANUARY 23, 2021

In other words, there is no one thing, but many things that you should do to improve your Customer Experience in 2021. In this episode, we discuss the problem with seeking a silver-bullet solution for your Customer Experience problems, where this problem originates, and how you can avoid making that mistake in 2021. How can we help?

Customer Experience 89

Customer Experience Consulting Financial Customers 89

Upstream Works

NOVEMBER 19, 2020

The below three drivers of CX success will help to keep customer loyalty strong as we move into 2021. A distributed workforce at scale will be viewed as the norm going into 2021. The more data you have about your customer, the more opportunity you have to provide a great customer experience during every interaction.

Average Handle Time 78

Average Handle Time Contact Center e-support Touchpoint 78

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. Because the customer journey involves every stage in your customers’ interactions with your brand, optimizing everything at once isn’t practical or even possible.

Customer Journeys 92

Customer Journeys Touchpoint Self Service Customers 92

kommunicate

NOVEMBER 4, 2021

Previous support was to only reply to WhatsApp messages initiated by the user, now using API companies can also initiate WhatsApp messages to the users even if the user has never interacted with the [.]. The post Here’s What’s New from October 2021| Kommunicate Product Updates appeared first on Kommunicate Blog.

Tools 52

Tools Interaction Company Customers 52

Integrity Solutions

JANUARY 18, 2021

But before you barrel ahead into 2021 and look for signs of returning to the “good old days,” sales leaders and their teams have a lot to learn from 2020. In fact, your success in 2021 depends on it. Research from HubSpot shows that 68% of sales leaders plan to implement a hybrid or fully remote sales model in 2021.

Sales 126

Sales Social Media Course B2B 126

ShepHyken

DECEMBER 13, 2021

And, in the next 12-18 months you’re going to start interacting with IVA’s (Intelligent Virtual Assistants), and you may find it difficult to distinguish the AI/Digital voice experience from the human experience. In this case, it’s Jeff Steen sharing his thoughts on a Seth Godin blog post. brands of 2021 based on shopper sentiment.

Customer Service 77

Customer Service Social Media Call Center Retail 77

Kitewheel

JANUARY 25, 2021

How can businesses set themselves up for success in Q1 2021 and beyond? In this blog, we lay out our 2021 trends based on years of experience in the customer journey space. Four Predictions For 2021. With this in mind, we predict that CMOs will lead the charge for omnichannel growth in 2021.

Trends 52

Trends Customer Journeys Omni-Channel Voice of Customer 52

Eptica

APRIL 15, 2021

Date: Friday, April 9, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways collaboration tools benefit customer service. Published on: April 09, 2021. Read the full article exploring these key trends on the Enghouse Interactive blog. Contact centre predictions to watch for in 2021.

Tools 125

Tools Customer Service Trends Communication 125

Hello Customer

MAY 19, 2021

It’s the fastest, most in-depth, and the most fun way to interact with customers because the technology just isn't up to speed yet. As demand increases, the importance of human based customer care centers will keep on growing throughout 2021. Up until now, nothing comes close to human service. And it won't disappear any time soon.

Competitive Advantage 98

Competitive Advantage Customer Care Customer Centricity Contact Center 98

Comm100

MARCH 20, 2024

This blog explores the decline of public trust in government, backed by data from the U.S., Similarly, in Canada, the Edelman Trust Barometer reported a drop in public trust in government, falling from 53% in 2020 to 49% in 2021. Interactive features like Q&A sessions engage citizens directly, enhancing transparency and trust.

Government 188

Government Communication Self Service Chatbots 188

Upstream Works

DECEMBER 16, 2020

The real payoff occurs when all these channels are digital, and data can be captured across the entire interaction on any channel. Download the Upstream Works Insights Report to learn how contact centers can adapt to the new normal as we approach 2021. Digital customers use and expect multichannel engagement for customer service.

Customer Journeys 78

Customer Journeys Chatbots Self Service Contact Center 78

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. Because the customer journey involves every stage in your customers’ interactions with your brand, optimizing everything at once isn’t practical or even possible.

Customer Journeys 73

Customer Journeys Touchpoint Self Service Customers 73

Eptica

NOVEMBER 19, 2021

Date: Friday, November 19, 2021 Author: Pauline Ashenden - Demand Generation Manager The secrets to driving up First Contact Resolution rates. Published on: November 19, 2021. Our latest blog explores why FCR is such an important metric, why it is particularly relevant today, and how organisations can improve their own FCR rates.

Self Service 126

Self Service Metrics Interaction Customer Service 126

Eptica

OCTOBER 4, 2021

Date: Monday, October 4, 2021 Author: Pauline Ashenden - Marketing Manager The 4 pillars of a successful customer service strategy. Published on: October 04, 2021. Our new blog explains the 4 pillars of this strategy and what it means to the wider organisation. Share this page on: Tweet.

Customer Service Strategies 120

Customer Service Strategies Strategy Customer Service Interaction 120

Upstream Works

JANUARY 7, 2021

Not only does this improve CX but by deflecting routine calls away from live agents, they can focus more on high-impact customer interactions that make their work feel more satisfying and valued. The value of customer journey mapping comes from being able to respond to customer behavior in real-time for every interaction.

Contact Center 78

Contact Center Self Service Customer Journeys Omni-Channel 78

Eptica

JULY 16, 2021

Date: Friday, July 16, 2021 Author: Pauline Ashenden - Demand Generation Manager Understanding the benefits of moving your contact centre to the cloud. Published on: July 16, 2021. Author: Pauline Ashenden - Demand Generation Manager Embracing the cloud delivers major benefits for contact centres in terms of efficiency and flexibility.

Trends 127

Trends Interaction Marketing Management 127

Kustomer

NOVEMBER 4, 2020

Below are five emerging trends that we predict will shape CX in 2021. But don’t worry, 2021 isn’t going to feature any giant robots wielding machine guns. But don’t worry, 2021 isn’t going to feature any giant robots wielding machine guns. It’s no secret that AI is transforming the way businesses interact with their customers.

Omni-Channel 52

Omni-Channel Customer Experience Chatbots e-support 52

Eptica

OCTOBER 15, 2021

Date: Friday, October 15, 2021 Author: Trevor Davies, Head of Products, Enghouse Interactive Migrating call accounting to the cloud? Published on: October 15, 2021. In this new blog post Trevor Davis outlines the key considerations when choosing a cloud-based call accounting solution and how to pick the perfect partner.

Customer Service Strategies 124

Customer Service Strategies Software Interaction Communication 124

Totango

OCTOBER 20, 2021

In this blog, we’ll walk you through the basics of what customer journey optimization is and how it applies to the different steps in your customers’ lifecycles. Because the customer journey involves every stage in your customers’ interactions with your brand, optimizing everything at once isn’t practical or even possible.

Customer Journeys 62

Customer Journeys Touchpoint Self Service Customers 62

Eptica

AUGUST 29, 2021

Date: Monday, August 30, 2021 Author: Pauline Ashenden - Demand Generation Manager How to plan for customer service success at peak times. Published on: August 30, 2021. Being able to scale up (and down) resources to meet changing demand is therefore vital. Share this page on: Tweet.

Customer Service 115

Customer Service How To Resources Tips 115

Eptica

DECEMBER 16, 2020

Our last blog of the year looks at the secrets of his success – and how contact centres can learn from him. Read the full article on our parent company Enghouse Interactive’s blog. Wishing you all a pleasant and restful festive period – here’s to 2021!

Customer Service 118

Customer Service Video Customers Interaction 118

Eptica

MAY 21, 2021

Date: Friday, May 21, 2021 Author: Pauline Ashenden - Demand Generation Manager Increasing agent retention in the hybrid workplace. Published on: May 21, 2021. Author: Pauline Ashenden - Demand Generation Manager Research has found that over 90% of contact centre agents will change jobs in 2021.

Trends 125

Trends Meeting Interaction Marketing 125

Eptica

MARCH 5, 2021

Date: Friday, March 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Building the hybrid contact centre with Microsoft Teams. Published on: March 05, 2021. You might also be interested in these posts: 4 key trends from the 2021 ICS UK Customer Satisfaction Index. 5 ways to get your contact centre fit for 2021.

Trends 104

Trends Customer Satisfaction Analytics Interaction 104

Uniphore

JUNE 22, 2021

You’ll see what we mean when you check out the videos and comics in Jacada’s Call Center Life: 2021 Edition. Jacada's Call Center Life: 2021 Edition. If you choose to lean in and listen, you can make the world a better place, one customer interaction at a time. Jacada's Call Center Life: 2021 Edition.

Call Center 219

Call Center Self Service Social Media Contact Center 219

Eptica

OCTOBER 8, 2021

Date: Friday, October 8, 2021 Author: Pauline Ashenden - Demand Generation Manager 5 ways to make your customer service more agile and flexible. Published on: October 08, 2021. Click here to read the full post on our parent company Enghouse Interactive’s blog. Share this page on: Tweet.

Customer Service 120

Customer Service Trends Customer Service Strategies Meeting 120

ShepHyken

JUNE 28, 2019

Gartner estimates that by 2021, 15 percent of all customer service interactions will be completely handled by AI, an increase of 400 percent from 2017. In this world of increasing self-service interactions, the moments when a customer connects to a support agent are becoming less frequent. Feelings … nothing more than feelings.

Contact Center 111

Contact Center Self Service Banking Airlines 111

Eptica

NOVEMBER 4, 2021

Date: Friday, November 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Integrating call recording into Microsoft Teams. Published on: November 05, 2021. Read the full blog post on our parent company Enghouse Interactive’s site to understand how to successfully integrate call recording into your Teams implementation.

Call Recording 123

Call Recording Omni-Channel Trends Customer Insights 123

Eptica

JUNE 7, 2021

Date: Friday, June 4, 2021 Author: Pauline Ashenden - Demand Generation Manager Successfully managing the shift to hybrid working. Published on: June 04, 2021. It is all about a combination of culture and technology, as our latest blog explains. Share this page on: Tweet. Share this page on: Tweet.

Management 127

Management Culture Trends Interaction 127

Eptica

FEBRUARY 19, 2021

Date: Friday, February 19, 2021 Author: Pauline Ashenden - Demand Generation Manager How to build mental muscle memory for customer service success. Published on: February 19, 2021. 4 areas to focus on for successful CX in 2021. Learning from Santa’s customer service success.

Customer Service 104

Customer Service How To Customer Service Training Customer Focused 104