Eptica

JULY 14, 2023

Published on: July 14, 2023 Author: Steve Nattress Everyone knows about the abilities of ChatGPT and other generative AI engines – but what does it mean for customer service? Read the views of AI experts from our parent company Enghouse Interactive in our new blog post.

Chatbots 105

Chatbots Trends Financial Interaction 105

Eptica

JANUARY 6, 2023

Date: Friday, January 6, 2023 Author: Pauline Ashenden - Demand Generation Manager 2022 highlights from our customer service blog. Author: Pauline Ashenden - Demand Generation Manager 2023 promises to be a challenging year economically, directly impact customer service teams. Published on: January 06, 2023.

Customer Service 124

Customer Service Chatbots Tips Trends 124

Experience Investigators by 360Connext

FEBRUARY 27, 2024

As we navigate the era of ‘machine customers,’ we need to understand how our businesses can adapt to meet the demands of an audience that expects instant gratification.

Case Study 143

Case Study Leadership Customer Satisfaction Meeting 143

Eptica

NOVEMBER 18, 2022

Date: Friday, November 18, 2022 Author: Pauline Ashenden - Demand Generation Manager 10 top tips for a winning customer service knowledge management system. Our latest blog highlights ten important best practice tips to help you successfully implement knowledge management in your contact centre. Published on: November 18, 2022.

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System Tips Customer Service Management 126

Experience Investigators by 360Connext

OCTOBER 3, 2023

The opportunity now is for CX leaders to get better at finding and activating unspoken insights from the customer journey, understanding what our customers tell us when they’re simply behaving as normal. Text Analysis for CX Text analysis isn’t new, but it is becoming more and more reliable to understand our customers like never before.

Feedback 270

Feedback How To Social Media Analysis 270

Eptica

AUGUST 4, 2022

In our latest blog we describe how you can increase your chances of a digital CX success by following a structured process that focuses on four key considerations. Read the full article on our parent company Enghouse Interactive’s site here. 6 ways of delivering excellent B2B customer service. Share this page on: Tweet.

B2B 148

B2B Interaction Management Customer Experience 148

Eptica

JANUARY 13, 2023

Find out by reading our latest blog post on our parent company Enghouse Interactive’s website. Find out by reading our latest blog post on our parent company Enghouse Interactive’s website. Find out by reading our latest blog post on our parent company Enghouse Interactive’s website.

Call Recording 105

Call Recording Tips Interaction System 105

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. Read the full article on our parent company Enghouse Interactive’s site here. Share this page on: Tweet.

Banking 126

Banking Trends Report Technology 126

ShepHyken

APRIL 23, 2024

Regardless, it made me think that what looks good on the outside may not be so good on the inside. Unfortunately, there are businesses that fall into the same category as my friend’s automobile. Feedback: When we take our car to a dealer or repair center, a mechanic hooks a computer up to the car to perform a “diagnostic check.”

Customer Experience 88

Customer Experience Customer Service Training Training Advertising 88

Eptica

JUNE 1, 2022

Date: Wednesday, June 1, 2022 Author: Pauline Ashenden - Demand Generation Manager How self-service is evolving and how to deploy it. Author: Pauline Ashenden - Demand Generation Manager 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

APRIL 19, 2022

But not in customer service. Our latest blog outlines seven important ways you can reduce contact centre response times and increase customer satisfaction. Visit our parent company Enghouse Interactive’s site to read the full blog here. Getting customer service right on Mother’s Day. But not in customer service.

Customer Satisfaction 123

Customer Satisfaction Consumers Interaction Customer Service 123

Eptica

JUNE 10, 2022

Author: Pauline Ashenden - Demand Generation Manager Understanding the customer is the start point of delivering excellence in customer service. However, research covered in our latest blog identifies three disconnects between companies and their customers when it comes to the customer experience. Share this page on: Tweet.

Self Service 120

Self Service Company Banking Customer Journeys 120

Eptica

SEPTEMBER 12, 2022

Our latest blog explores the 6 key benefits chatbots deliver, while outlining best practice for ensuring ROI. Click here to read the full blog post on our parent company Enghouse Interactive’s site. Automating and digitising CX in financial services. Share this page on: Tweet.

Chatbots 125

Chatbots ROI Trends Financial 125

ShepHyken

MARCH 10, 2024

Each week, I read many customer service and customer experience articles from various resources. If I had to sum these up in one word, I would say these fall under the category of “friendly,” which, according to our customer service and CX research , is a top reason customers will say, “I’ll be back!”

Self Service 76

Self Service Customer Service Airlines Touchpoint 76

Eptica

FEBRUARY 14, 2022

Author: Pauline Ashenden - Demand Generation Manager 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. Read the full post on our parent company Enghouse Interactive’s site here. Share this page on: Tweet.

Self Service 133

Self Service Customer Experience Trends Video 133

BirdEye

MARCH 22, 2024

Steve Wiideman at Birdeye View session for Growing on Google Google My Business description examples According to Google, the guidelines for the best Google Business descriptions are as follows: You must mention the business category, target location, and service area, if applicable. Contact us today for a sparkling clean home!

Examples 59

Examples Multi-Channel Sales Industry 59

Eptica

SEPTEMBER 17, 2023

Our latest blog discusses DCE in-depth and how it benefits customers time while increasing efficiency. Read the full article on our parent company Enghouse Interactive’s site. Read the full article on our parent company Enghouse Interactive’s site.

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Customer Engagement Engagement Customer Service Customers 62

Eptica

JUNE 15, 2022

Our blog describes the key factors that are driving digital investment within local government customer service, as well as highlighting some of the challenges. Read the full article here on our parent company Enghouse Interactive’s site. How are banks meeting changing customer service needs?

Technology 126

Technology Government Banking Trends 126

Eptica

JANUARY 16, 2022

Date: Monday, January 17, 2022 Author: Pauline Ashenden - Demand Generation Manager How data analytics can enhance customer service. In our latest blog we explore this trend, highlighting some key findings from the ContactBabel UK Customer Experience Decision-Makers’ Guide 2021. Preparing for future customer service challenges.

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Analytics Data Customer Service Trends 127

Eptica

NOVEMBER 19, 2021

Author: Pauline Ashenden - Demand Generation Manager Today, customer service is central to differentiating your company. And being able to resolve customer queries on the first call is one of the hallmarks of good customer service. Read the full post on our parent company Enghouse Interactive’s site here.

Self Service 126

Self Service Metrics Interaction Customer Service 126

Eptica

JANUARY 24, 2022

Date: Monday, January 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Four key considerations for customer self-service success. Author: Pauline Ashenden - Demand Generation Manager The average customer today is more digital-savvy than ever and is happy to find answers to routine customer service questions themselves.

Self Service 125

Self Service ROI Analytics Interaction 125

Eptica

MARCH 11, 2022

Date: Friday, March 11, 2022 Author: Pauline Ashenden - Demand Generation Manager Overcoming the challenges to customer service quality. Based on the ContactBabel UK Contact Centre Decision Maker’s Guide 2022, our blog explains the challenges to effective quality assurance – and how they can be overcome.

Customer Service 126

Customer Service Interaction Customers Engagement 126

Retently

JULY 4, 2023

Since you don’t have the multi-million dollar marketing budget of a Fortune 1000 brand, maximizing referrals from happy clients is an excellent way to bring in new clients and fuel your service business’s growth. Net Promoter Score gives you an accurate read on the quality of your service, sourced from a diverse sample of your clients.

Net Promoter Score 158

Net Promoter Score NPS Multi-Channel Feedback 158

Eptica

NOVEMBER 11, 2021

Date: Friday, November 12, 2021 Author: Pauline Ashenden - Demand Generation Manager Preparing for future customer service challenges. Author: Pauline Ashenden - Demand Generation Manager The past eighteen months have created enormous challenges for organisations in general, and customer service in particular.

Customer Service 125

Customer Service Call Recording Trends Customers 125

Eptica

JANUARY 9, 2022

Date: Monday, January 10, 2022 Author: Pauline Ashenden - Demand Generation Manager Highlights from our customer service blog in 2021. Our parent company Enghouse Interactive has done just this by collecting the top posts on its 2021 blog, providing insight for the year ahead. Published on: January 10, 2022.

Customer Service 123

Customer Service Call Recording Trends Interaction 123

Totango

DECEMBER 20, 2023

We are delighted to share that Totango was recognized in the G2 Winter 2024 reports for its exemplary performance in the customer success software category. These awards reflect superior engagement and commitment from our users, who continue to highlight and share the key aspects of Totango and our software they find most beneficial.

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Report Effort Score Customer Centricity User Experience 108

Eptica

OCTOBER 13, 2023

Our latest blog covers the role of technology in making the agent experience better. Read the full article on our parent company Enghouse Interactive’s blog here. Our latest blog covers the role of technology in making the agent experience better.

Technology 62

Technology Interaction Customer Engagement Customer Service 62

Retently

MARCH 18, 2024

Through carefully crafted service survey questions, businesses can glean insights into customer sentiment, measure the impact of their customer service team, and understand the shades of customer satisfaction and loyalty. Whether through a simple “How satisfied were you with our service?” So, why do they matter?

Survey 139

Survey Customer Service Strategy Effort Score 139

Eptica

MARCH 18, 2022

Date: Friday, March 18, 2022 Author: Pauline Ashenden - Demand Generation Manager Getting customer service right on Mother’s Day. To help customer service teams ahead of Mother’s Day 2022 on 27 March our latest blog shares key best practice advice. Published on: March 18, 2022. Share this page on: Tweet.

Customer Service 122

Customer Service Customers Interaction Engagement 122

Eptica

OCTOBER 29, 2021

Date: Friday, October 29, 2021 Author: Pauline Ashenden - Demand Generation Manager 9 reasons to embrace messaging for customer service. Using the likes of WhatsApp and Facebook Messenger for customer service is also growing – but what are the advantages, and what are the challenges? Published on: October 29, 2021.

Customer Service 127

Customer Service Communication Customers Interaction 127

Eptica

NOVEMBER 26, 2021

Date: Friday, November 26, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 keys to success for outsourced customer service providers. Read the full article on our parent company Enghouse Interactive’s site here. Preparing for future customer service challenges. Published on: November 26, 2021.

Customer Service 121

Customer Service Analytics Resources Customers 121

Eptica

APRIL 4, 2022

In our latest blog we describe how supporting agents with the right training and appropriate tools and technologies can help to tackle this issue. Read the full article on our parent company Enghouse Interactive’s site here. Getting customer service right on Mother’s Day. Share this page on: Tweet.

Training 119

Training Tools Interaction Technology 119

Eptica

APRIL 11, 2022

Date: Monday, April 11, 2022 Author: Pauline Ashenden - Demand Generation Manager How are banks meeting changing customer service needs? Author: Pauline Ashenden - Demand Generation Manager Delivering the right customer experience in financial services has never been more vital – or more difficult. Published on: April 11, 2022.

Banking 120

Banking Meeting Customer Service Financial 120

Eptica

OCTOBER 4, 2021

Date: Monday, October 4, 2021 Author: Pauline Ashenden - Marketing Manager The 4 pillars of a successful customer service strategy. Author: Pauline Ashenden - Marketing Manager 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.

Customer Service Strategies 120

Customer Service Strategies Strategy Customer Service Interaction 120

BirdEye

SEPTEMBER 21, 2023

This accomplishment is a testament to our team’s hard work and dedication and also a reflection of the positive experiences and trust customers have in Birdeye. To be considered for the Online Reputation Management category, a product must: Monitor online review sites for new and existing negative reviews. star rating.

Report 111

Report Management Comparison Feedback 111

Beyond Philosophy

FEBRUARY 25, 2023

Time is our most valuable resource. We also hosted him on a recent podcast where he shared his three categories for customers’ evaluations of time given to your organization. In this episode, we discuss these three categories and what they mean to organizational experiences. Please tell us how we are doing!

How To 88

How To Insurance Resources Customers 88

Eptica

JANUARY 31, 2022

Author: Pauline Ashenden - Demand Generation Manager Empowering your customer service agents delivers a range of benefits from increased contact centre productivity and happier agents to an overall better customer experience. Read the full article on our parent company Enghouse Interactive’s site here. Share this page on: Tweet.

Self Service 111

Self Service Trends Video Culture 111