Playvox

OCTOBER 4, 2022

While tagging customer interactions might seem like a small part of your operations, it’s actually a vital component of running a productive contact center. Consistently tagging your customer support interactions in Zendesk — or any chat software — should be a top priority. Why You Should Properly Tag Customer Conversations.

Interaction 87

Interaction How To Analysis Customers 87

Eptica

AUGUST 4, 2022

Date: Friday, August 5, 2022 Author: Pauline Ashenden - Demand Generation Manager Creating a framework for digital transformation. Author: Pauline Ashenden - Demand Generation Manager A lot has been said about the importance of digital transformation in business today, including in customer experience. Published on: August 05, 2022.

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. As companies increasingly adopt Microsoft Teams, how can they integrate call recording with the platform? 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

Thematic

SEPTEMBER 1, 2021

With just one click, you can now send your customer conversations to Thematic for automated tagging and analysis. These insights help Product Managers to prioritize issues that matter. Tagging takes away the time they could have spent helping more customers. These tags are thus limited in scope and subject to human error.

Customer Insights 114

Customer Insights How To Analysis Analytics 114

Eptica

SEPTEMBER 12, 2022

Date: Monday, September 12, 2022 Author: Pauline Ashenden - Demand Generation Manager The 6 benefits of chatbots for housing associations. Automating and digitising CX in financial services. Tags: Chatbots, Housing Associations Categories: Market Trends, Best Practice. Published on: September 12, 2022. Share this page on: Tweet.

Chatbots 125

Chatbots ROI Trends Financial 125

Eptica

NOVEMBER 24, 2022

Date: Thursday, November 24, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres are choosing the cloud for adding new functionality. How are banks meeting changing customer service needs? Tags: Cloud Contact Centres Categories: Trends & Markets. Published on: November 24, 2022.

Banking 126

Banking Trends Report Technology 126

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.

Banking 120

Banking Meeting Customer Service Financial 120

Thematic

APRIL 29, 2024

DIY rule-based tagging or full-blown industry-specific taxonomies of rules. We could have built AI that used rules, but rules are difficult to understand and maintain: ✨ Easy rule IF((friendly OR friendliness) NEAR (staff OR people OR lady OR man OR service) TAG friendly service. You can edit a rule any time.

Analysis 62

Analysis Feedback Survey System 62

Eptica

JANUARY 16, 2022

Date: Monday, January 17, 2022 Author: Pauline Ashenden - Demand Generation Manager How data analytics can enhance customer service. You might also be interested in these posts: 6 keys to success for outsourced customer service providers. Preparing for future customer service challenges. Published on: January 17, 2022.

Analytics 127

Analytics Data Customer Service Trends 127

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

JUNE 15, 2022

Date: Wednesday, June 15, 2022 Author: Pauline Ashenden - Demand Generation Manager What’s driving customer facing technology investment in local councils? Author: Pauline Ashenden - Demand Generation Manager What’s driving customer facing technology investment in local councils? Published on: June 15, 2022.

Technology 126

Technology Government Banking Trends 126

Eptica

MARCH 11, 2022

Date: Friday, March 11, 2022 Author: Pauline Ashenden - Demand Generation Manager Overcoming the challenges to customer service quality. You might also be interested in these posts: Getting customer service right on Mother’s Day. Published on: March 11, 2022. Share this page on: Tweet.

Customer Service 126

Customer Service Interaction Customers Engagement 126

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

APRIL 19, 2022

Date: Tuesday, April 19, 2022 Author: Pauline Ashenden - Demand Generation Manager How can you reduce contact centre response times? Author: Pauline Ashenden - Demand Generation Manager They say patience is a virtue. But not in customer service. Getting customer service right on Mother’s Day. But not in customer service.

Customer Satisfaction 123

Customer Satisfaction Consumers Interaction Customer Service 123

Playvox

OCTOBER 20, 2023

Measuring how happy (or unhappy) customers are with your brand, service, support, and products — also known as customer sentiment — is challenging in an omnichannel contact center. A positive sentiment score indicates exactly what it describes — customers are satisfied with their experience of the company’s product, brand, or service.

Analysis 82

Analysis Contact Center Effort Score How To 82

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. In fact, while self-service was once a way of reducing contact centre costs it’s now part of strategy to enhance customer service. Published on: June 01, 2022.

Self Service 118

Self Service How To Interaction Strategy 118

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. Our latest blog discusses DCE in-depth and how it benefits customers time while increasing efficiency.

Customer Engagement 62

Customer Engagement Engagement Customer Service Customers 62

Eptica

NOVEMBER 19, 2021

Date: Friday, November 19, 2021 Author: Pauline Ashenden - Demand Generation Manager The secrets to driving up First Contact Resolution rates. Author: Pauline Ashenden - Demand Generation Manager Today, customer service is central to differentiating your company. 9 reasons to embrace messaging for customer service.

Self Service 126

Self Service Metrics Interaction Customer Service 126

Eptica

FEBRUARY 14, 2022

Date: Monday, February 14, 2022 Author: Pauline Ashenden - Demand Generation Manager 5 factors that are driving the need for better digital customer experience. Four key considerations for customer self-service success. Tags: Customer Experience Transformation Categories: Trends & Markets, Best Practice.

Self Service 133

Self Service Customer Experience Trends Video 133

Eptica

JUNE 10, 2022

Date: Friday, June 10, 2022 Author: Pauline Ashenden - Demand Generation Manager 3 key CX gaps between companies and their customers. Author: Pauline Ashenden - Demand Generation Manager Understanding the customer is the start point of delivering excellence in customer service. Published on: June 10, 2022.

Self Service 120

Self Service Company Banking Customer Journeys 120

Eptica

JANUARY 9, 2022

Date: Monday, January 10, 2022 Author: Pauline Ashenden - Demand Generation Manager Highlights from our customer service blog in 2021. Author: Pauline Ashenden - Demand Generation Manager As we enter the New Year, now’s the time to take stock of opportunities, challenges, and developments for the future.

Customer Service 123

Customer Service Call Recording Trends Interaction 123

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. Author: Pauline Ashenden - Demand Generation Manager The rise of messaging apps has made them a key communication channel for chatting to family, friends, and colleagues.

Customer Service 127

Customer Service Communication Customers Interaction 127

Eptica

SEPTEMBER 24, 2021

Date: Friday, September 24, 2021 Author: Pauline Ashenden - Demand Generation Manager Why we need to think of the contact centre as a revenue engine. Author: Pauline Ashenden - Demand Generation Manager In the old days, the contact centre was seen primarily as a cost centre. How to plan for customer service success at peak times.

Tips 123

Tips Measurement Interaction Management 123

Eptica

NOVEMBER 26, 2021

Date: Friday, November 26, 2021 Author: Pauline Ashenden - Demand Generation Manager 6 keys to success for outsourced customer service providers. Preparing for future customer service challenges. 9 reasons to embrace messaging for customer service. Published on: November 26, 2021. billion between now and 2025.

Customer Service 121

Customer Service Analytics Resources Customers 121

Eptica

OCTOBER 13, 2023

Date: Friday, October 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Improve the agent experience with the right technology Published on: October 13, 2023 Author: Pauline Ashenden - Demand Generation Manager Not only is improving the agent experience in the contact centre good for agents, it’s also good for business.

Technology 62

Technology Interaction Customer Engagement Customer Service 62

AWS Machine Learning

APRIL 8, 2024

With Knowledge Bases for Amazon Bedrock, you can securely connect foundation models (FMs) in Amazon Bedrock to your company data using a fully managed Retrieval Augmented Generation (RAG) model. However, in many situations, you may need to retrieve documents created in a defined period or tagged with certain categories.

Knowledge Base 104

Knowledge Base Strategy Examples Meeting 104

Eptica

OCTOBER 4, 2021

Date: Monday, October 4, 2021 Author: Pauline Ashenden - Marketing Manager The 4 pillars of a successful customer service strategy. In a more disrupted, constantly-changing world, successful customer service requires a new approach. 5 ways to make your customer service more agile and flexible. Share this page on: Tweet.

Customer Service Strategies 120

Customer Service Strategies Strategy Customer Service Interaction 120

Eptica

NOVEMBER 4, 2021

Date: Friday, November 5, 2021 Author: Pauline Ashenden - Demand Generation Manager Integrating call recording into Microsoft Teams. Author: Pauline Ashenden - Demand Generation Manager As contact centres increasingly switch to Microsoft Teams, they need to deliver key functionality, such as call recording via the platform.

Call Recording 123

Call Recording Omni-Channel Trends Customer Insights 123

Eptica

AUGUST 19, 2022

Date: Friday, August 19, 2022 Author: Pauline Ashenden - Demand Generation Manager Why contact centres must focus more in First Contact Resolution. Author: Pauline Ashenden - Demand Generation Manager Customers want their queries answered accurately without having to make contact more than once. Published on: August 19, 2022.

Net Promoter Score 106

Net Promoter Score B2B Metrics Interaction 106

Eptica

JANUARY 31, 2022

Date: Monday, January 31, 2022 Author: Pauline Ashenden - Demand Generation Manager The three areas to focus on to empower your agents. Four key considerations for customer self-service success. Tags: Customer Service Agents, Customer experience, ContactBabel research Categories: Best Practice, Trends & Markets.

Self Service 111

Self Service Trends Video Culture 111

Playvox

AUGUST 11, 2022

Various teams need insights into customer issues and needs, from the C-suite to product managers, as well as designers, researchers, and marketers. To keep track of consumer data, most customer support teams use chat conversation tags. However, most support teams are tagging issues manually, which leads to a plethora of problems.

Report 83

Report Analytics eBook Data 83

BirdEye

AUGUST 1, 2023

If this sounds like something that plagues your business too, it is time to understand the world of social media meta tags. See Pricing FREE DEMO Table of contents What are social media meta tags? The importance of social media meta tags When should you use social meta tags? How do you keep track of social meta tags?

Social Media 52

Social Media How To Guidelines Tools 52

BirdEye

AUGUST 1, 2023

If this sounds like something that plagues your business too, it is time to understand the world of social media meta tags. See Pricing FREE DEMO Table of contents What are social media meta tags? The importance of social media meta tags When should you use social meta tags? How do you keep track of social meta tags?

Social Media 52

Social Media How To Guidelines Tools 52

Eptica

APRIL 4, 2022

Date: Monday, April 4, 2022 Author: Pauline Ashenden - Demand Generation Manager Four ways to avoid customers having to repeat themselves. Author: Pauline Ashenden - Demand Generation Manager When customers reach out to a contact centre, they want to feel their time is being valued. Getting customer service right on Mother’s Day.

Training 119

Training Tools Interaction Technology 119

Eptica

FEBRUARY 7, 2022

Date: Monday, February 7, 2022 Author: Pauline Ashenden - Demand Generation Manager Why so many contact centres are turning to Microsoft Teams (Video). Read the full article and watch the video here: Tags: contact centres, Microsoft Teams Categories: Trends & Markets. Highlights from our customer service blog in 2021.

Video 121

Video Trends Meeting Tools 121

Eptica

JUNE 7, 2021

Date: Friday, June 4, 2021 Author: Pauline Ashenden - Demand Generation Manager Successfully managing the shift to hybrid working. You might also be interested in these posts: How Housing Associations can transform customer service in 2021. Successfully embracing AI for customer service. Published on: June 04, 2021.

Management 127

Management Culture Trends Interaction 127