Eptica

JANUARY 6, 2023

To help, we’ve collected our top 10 posts from last year , providing insight and practical tips for 2023. Categorie(s): Trends and Markets Best Practice 2023 promises to be a challenging year economically, directly impact customer service teams. Share this page on: Tweet.

Customer Service 124

Customer Service Chatbots Tips Trends 124

Eptica

APRIL 19, 2023

Tags: contact centre web ui Categories: Best Practice Share this page on: Tweet You might also be interested in these posts: Tactics to improve the contact centre experience Overcoming the challenges to effective interaction recording Understanding the options for call recording in Microsoft Teams Categorie(s): Best Practice Contact centres increasingly (..)

Call Recording 113

Call Recording Interaction Management Company 113

Eptica

SEPTEMBER 12, 2022

Our latest blog explores the 6 key benefits chatbots deliver, while outlining best practice for ensuring ROI. Categorie(s): Market Trends Best Practice As housing association tenants increasingly embrace digital channels, AI-powered chatbots provide a new way of engaging with customers and meeting their needs.

Chatbots 125

Chatbots ROI Trends Financial 125

Eptica

AUGUST 4, 2022

Categorie(s): Best Practice A lot has been said about the importance of digital transformation in business today, including in customer experience. Tags: Digital transformation Categories: Best Practice. Share this page on: Tweet. Why knowledge management is essential for your contact centre.

B2B 148

B2B Interaction Management Customer Experience 148

Totango

NOVEMBER 15, 2023

TrustRadius, a renowned platform for transparent business technology reviews, announced its 2023 Best of Awards, with Totango emerging as a triple winner. The best of customer success At Totango, we know just how important it is for customers to receive not only a high-quality product but one that has been thoroughly vetted by their peers.

Customer Success 112

Customer Success Software Customer Satisfaction Feedback 112

Eptica

NOVEMBER 24, 2022

Based on the latest ContactBabel report, our blog explains the key functionality contact centres are rolling out via the cloud, as well as sharing best practice advice for successful cloud deployments. Tags: Cloud Contact Centres Categories: Trends & Markets. Share this page on: Tweet.

Banking 126

Banking Trends Report Technology 126

Eptica

SEPTEMBER 2, 2022

Categorie(s): Best Practice With more and more contact centres seeing the benefits of moving to the cloud, companies are asking more detailed questions about the functionality and advantages that it provides. Tags: Cloud Contact Centre Categories: Best Practice. Share this page on: Tweet.

Chatbots 124

Chatbots Interaction Management Company 124

Eptica

JUNE 1, 2022

Our latest blog discusses how self-service is evolving and explains best practice for successful deployments. Categorie(s): Best Practice 91% of contact centres now have some form of self-service in place for customers according to the ContactBabel Inner Circle Guide to AI-powered Self-Service.

Self Service 118

Self Service How To Interaction Strategy 118

Eptica

JANUARY 13, 2023

Tags: MS Teams, Microsoft Teams Categories: Best Practice Share this page on: Tweet You might also be interested in these posts: 2022 highlights from our customer service blog 10 top tips for a winning customer service knowledge management system Seven ways to tackle call abandonment in the contact centre Categorie(s): Best Practice Recording calls (..)

Call Recording 105

Call Recording Tips Interaction System 105

Eptica

FEBRUARY 14, 2022

Categorie(s): Trends & Markets Best Practice The pandemic has fast-tracked digital into every aspect of our lives, meaning companies that aren’t reshaping their CX approach are going to get left behind. Tags: Customer Experience Transformation Categories: Trends & Markets, Best Practice.

Self Service 133

Self Service Customer Experience Trends Video 133

Eptica

MARCH 18, 2022

To help customer service teams ahead of Mother’s Day 2022 on 27 March our latest blog shares key best practice advice. Categorie(s): Best Practice Mother’s Day brings increased pressure for contact centres, as it falls on a Sunday and requires everything, from delivery to the present itself, to be perfect.

Customer Service 122

Customer Service Customers Interaction Engagement 122

Eptica

MARCH 11, 2022

Categorie(s): Best Practice With interaction volumes rising, delivering a consistently high-quality response to every customer is an increasing challenge for contact centre teams. Tags: Contact Centre Quality Assurance, Customer Service Quality Assurance Categories: Best Practice. Share this page on: Tweet.

Customer Service 126

Customer Service Interaction Customers Engagement 126

Eptica

APRIL 19, 2022

Categorie(s): Best Practice They say patience is a virtue. Tags: Contact Centre Response Times, Customer satisfaction Categories: Best Practice. Share this page on: Tweet. You might also be interested in these posts: Four ways to avoid customers having to repeat themselves. But not in customer service.

Customer Satisfaction 123

Customer Satisfaction Consumers Interaction Customer Service 123

Eptica

JANUARY 16, 2022

Categorie(s): Best Practice With so much data being generated by around customer service and the customer experience, there’s an increasing role for data analytics to extract learnings and actionable insights. Tags: data analytics, Customer Service, ContactBabel Categories: Best Practice.

Analytics 127

Analytics Data Customer Service Trends 127

Eptica

JANUARY 24, 2022

Categorie(s): Best Practice The average customer today is more digital-savvy than ever and is happy to find answers to routine customer service questions themselves. Tags: self-service, RPI Categories: Best Practice. Share this page on: Tweet. The three areas to focus on to empower your agents.

Self Service 125

Self Service ROI Analytics Interaction 125

Eptica

OCTOBER 13, 2023

Tags: Call Centre Agent Experience Categories: Best Practice Share this page on: Tweet You might also be interested in these posts: 6 attributes to look for in your CCaaS provider Use Dynamic Customer Engagement to deliver proactive customer service Getting the most from email customer service Categorie(s): Best Practice Not only is improving the agent (..)

Technology 62

Technology Interaction Customer Engagement Customer Service 62

Eptica

AUGUST 19, 2022

Categorie(s): Best Practice Customers want their queries answered accurately without having to make contact more than once. Tags: FCR, First Contact Resolution, contact centre, Call Centre Categories: Best Practice. Share this page on: Tweet. Why knowledge management is essential for your contact centre.

Net Promoter Score 106

Net Promoter Score B2B Metrics Interaction 106

Eptica

NOVEMBER 11, 2021

Categorie(s): Trends & Markets Best Practice The past eighteen months have created enormous challenges for organisations in general, and customer service in particular. Share this page on: Tweet. You might also be interested in these posts: The secrets to driving up First Contact Resolution rates.

Customer Service 125

Customer Service Call Recording Trends Customers 125

Eptica

OCTOBER 29, 2021

Categorie(s): Best Practice The rise of messaging apps has made them a key communication channel for chatting to family, friends, and colleagues. Tags: messaging, SMS Categories: Best Practice. Read the full article here on the blog of our parent company Enghouse Interactive. Share this page on: Tweet.

Customer Service 127

Customer Service Communication Customers Interaction 127

Eptica

APRIL 4, 2022

Categorie(s): Best Practice When customers reach out to a contact centre, they want to feel their time is being valued. Tags: contact centre, Supporting Call Centre Agents Categories: Best Practice. Share this page on: Tweet. Getting customer service right on Mother’s Day.

Training 119

Training Tools Interaction Technology 119

Eptica

OCTOBER 15, 2021

Categorie(s): Best Practice Many businesses are migrating to cloud-based unified communications solutions (such as Microsoft Teams) and want their related software, such as call accounting, to also be available in the cloud. Share this page on: Tweet. The 4 pillars of a successful customer service strategy.

Customer Service Strategies 124

Customer Service Strategies Software Interaction Communication 124

Eptica

NOVEMBER 19, 2021

Categorie(s): Best Practice Today, customer service is central to differentiating your company. Tags: FCR, First Contact Resolution, Customer experience, knowledge management, Self service Categories: Best Practice. Share this page on: Tweet. 9 reasons to embrace messaging for customer service.

Self Service 126

Self Service Metrics Interaction Customer Service 126

Eptica

NOVEMBER 26, 2021

Categorie(s): Best Practice Outsourced customer service providers make up a significant part of the overall customer service sector – and globally this part of the market is expected to grow by $14.05 Share this page on: Tweet. You might also be interested in these posts: The secrets to driving up First Contact Resolution rates.

Customer Service 121

Customer Service Analytics Resources Customers 121

Eptica

JANUARY 31, 2022

Categorie(s): Best Practice Trends & Markets Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience. Share this page on: Tweet. Why so many contact centres are turning to Microsoft Teams (Video).

Self Service 111

Self Service Trends Video Culture 111

Eptica

SEPTEMBER 24, 2021

Categorie(s): Best Practice In the old days, the contact centre was seen primarily as a cost centre. Tags: contact centre, Voice of the customer, Natural Language Processing, Revenue Generator Categories: Best Practice. Share this page on: Tweet. How to plan for customer service success at peak times.

Tips 123

Tips Measurement Interaction Management 123

NICE inContact

OCTOBER 30, 2019

Winners are chosen in 5 categories and will be awarded at Interactions 2020. The categories are: Rookie of the Year This category identifies customers who have chartered best practices in implementing any solution from the NICE or NICE inContact portfolio in the 2019 calendar year.

Net Promoter Score 120

Net Promoter Score Conference Hotels First Call Resolution 120

Eptica

JANUARY 29, 2021

How can you ensure you pick the best solution for your needs? Categorie(s): Best Practice Successfully delivering high-quality customer service starts with having the right technology infrastructure in place. How can you ensure you pick the best solution for your needs?

Technology 127

Technology How To Video Customer Service 127

Eptica

JULY 7, 2021

Categorie(s): Best Practice Clearing is the busiest time of the year for universities and colleges. Tags: clearing, universities, colleges, cloud-based technology Categories: Best Practice. Share this page on: Tweet. 6 ways to improve performance in your contact centre team.

Course 126

Course Technology Interaction Management 126

Eptica

JUNE 7, 2021

Categorie(s): Trends & Markets Best Practice The switch to hybrid/blended working provides contact centres with opportunities to become more flexible and efficient while accessing a greater pool of talent. Share this page on: Tweet. Increasing agent retention in the hybrid workplace.

Management 127

Management Culture Trends Interaction 127

Eptica

JULY 16, 2021

Categorie(s): Best Practice Trends & Markets Embracing the cloud delivers major benefits for contact centres in terms of efficiency and flexibility. Tags: Cloud Contact Centre, Switching to the cloud Categories: Best Practice, Trends & Markets. Share this page on: Tweet.

Trends 127

Trends Interaction Marketing Management 127

Eptica

OCTOBER 8, 2021

Categorie(s): Best Practice Trends & Markets From fuel shortages to freak weather events, businesses are facing a range of disruptions caused by factors outside their control. Tags: Agile customer service Categories: Best Practice, Trends & Markets. Share this page on: Tweet. Here’s what to consider.

Customer Service 120

Customer Service Trends Customer Service Strategies Meeting 120

Eptica

OCTOBER 4, 2021

Categorie(s): Best Practice As we celebrate National Customer Service Week, it is the perfect time for senior management to focus on the area and re-evaluate their customer service strategy. Tags: National Customer Service Week, Customer Service Categories: Best Practice. Share this page on: Tweet.

Customer Service Strategies 120

Customer Service Strategies Strategy Customer Service Interaction 120

Eptica

JUNE 16, 2023

Tags: Microsoft Teams Contact Centre Categories: Best Practice Share this page on: Tweet You might also be interested in these posts: Let your employees work from anywhere with a web UI Tactics to improve the contact centre experience Overcoming the challenges to effective interaction recording Categorie(s): Best Practice While organisations are increasingly (..)

Interaction 62

Interaction Management Company 62

Eptica

AUGUST 29, 2021

Categorie(s): Best Practice Every sector faces peaks in demand, where delivering excellent customer service becomes even more business-critical. Tags: Peak, Scaling Up Resources, Cloud-based Solutions Categories: Best Practice. Share this page on: Tweet.

Customer Service 115

Customer Service How To Resources Tips 115

Eptica

MARCH 17, 2023

But where should organisations spend their budgets for best results? But where should organisations spend their budgets for best results? Based on the findings of analyst group Metrigy, our latest blog post outlines 5 priority areas to focus on. Read the full post here on our parent company Enghouse Interactive’s website.

Call Recording 62

Call Recording Groups Interaction Technology 62

BirdEye

MAY 5, 2023

Free advertising sites and their benefits Top 16 free advertising sites Free advertising sites: Risks involved Selecting and using free advertising sites: some best practices FAQs about free advertising sites Conclusion What is free advertising? You can explore diverse categories for selling products or services.

Advertising 98

Advertising Automotive Retail Sales 98

Eptica

SEPTEMBER 7, 2021

Categorie(s): Best Practice More and more contact centres are recognising the benefits of adopting cloud technologies or moving their entire infrastructure into the cloud. Tags: Cloud Migration, contact centres Categories: Best Practice. Share this page on: Tweet.

Tips 106

Tips Strategy Technology Interaction 106