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

SEPTEMBER 24, 2021

How to plan for customer service success at peak times. The Peak-End Rule and what it means for customer service. Tags: contact centre, Voice of the customer, Natural Language Processing, Revenue Generator Categories: Best Practice. Published on: September 24, 2021. Share this page on: Tweet.

Tips 123

Tips Measurement Interaction Management 123

Playvox

SEPTEMBER 30, 2022

Customer support teams can get a bad rap — people in other departments may think your team is just a cost center within your business or that it’s not as crucial as other teams. Your team is one of the most important teams in your business because you have a direct line to customers, their concerns, and their insights.

Contact Center 67

Contact Center Report eBook Tips 67

Eptica

FEBRUARY 17, 2023

Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome. Based on the latest ContactBabel research, our new blog post outlines the challenges to effective interaction recording and how they can be overcome.

Interaction 62

Interaction Call Recording Management Customer Experience 62

Lumoa

FEBRUARY 28, 2023

Your customers are sharing their experiences online. They’ve been doing it for years, but with the continuing proliferation of social media platforms, their voices are only getting louder. No matter what industry you’re in, your customers are eager and encouraged to share their feedback: the good, the bad, and the ugly.

Feedback 208

Feedback Strategy Net Promoter Score Effort Score 208

Eptica

DECEMBER 16, 2020

Date: Wednesday, December 16, 2020 Author: Pauline Ashenden - Demand Generation Manager Learning from Santa’s customer service success. Author: Pauline Ashenden - Demand Generation Manager When it comes to customer service, Father Christmas has been delighting children for countless years. Published on: December 16, 2020.

Customer Service 118

Customer Service Video Customers Interaction 118

Playvox

OCTOBER 20, 2023

In face-to-face interactions with customers, you have the advantage of observing eye contact, tone of voice, body language, and other cues that go along with their spoken words. For example, does “it works fine” and “customer support was ok” mean customers are happy, upset, or indifferent?

Analysis 82

Analysis Contact Center Effort Score How To 82

SurveySensum

JANUARY 4, 2024

The truth is, that NPS holds significant weight in measuring customer loyalty and fortifying retention strategies. Let me tell you something straight, NPS is a very important metric when it comes to gauging customer loyalty and boosting retention. Questions about its relevance and significance echo in boardrooms and strategy sessions.

Analytics 52

Analytics NPS Banking Analysis 52

ShepHyken

FEBRUARY 4, 2020

The Voice of the Customer. Very few companies take the customer experience into consideration when designing new products. Incorporate the customer’s voice throughout that process and give them a seat at the table from the very beginning. Customer service is a key component of the customer experience.

Culture 128

Culture Customer Centricity Employee Engagement Customer Voice 128

Playvox

SEPTEMBER 14, 2022

That’s especially true in your contact center, where millions of customer interactions across dozens of platforms can leave you overwhelmed by information and unable to act on what you hear from your customers. To take control, you’ve got to understand customer sentiment — how customers feel about your product or service.

Analysis 79

Analysis Social Media Contact Center Effort Score 79

Eptica

NOVEMBER 24, 2020

Date: Tuesday, November 24, 2020 Author: Guest author: Adrian Swinscoe Why creating empathy in your customer service is so hard. Author: Guest author: Adrian Swinscoe Organisations understand the value of empathy to strengthening the customer relationship, boosting satisfaction, and increasing loyalty. Published on: November 24, 2020.

Customer Service 114

Customer Service Trends Customer relationships Loyalty 114

Eptica

JANUARY 5, 2021

Why creating empathy in your customer service is so hard. Delivering impactful results from your Voice of the Customer programme. Tags: contact centre, remote working, collaboration, VoC Categories: Trends & Markets. Read the full?blog blog post here ?on on the Enghouse Interactive blog. on the Enghouse Interactive blog.

Self Service 104

Self Service Trends Video Interaction 104

Lumoa

JUNE 14, 2023

You’ve designed your NPS survey and emailed it to all your customers—and the results are in… but not those you were expecting. When it comes to gauging customer sentiment and loyalty, few metrics enjoy such widespread acclaim as the Net Promoter Score (NPS). Does it spell doom for your business? Well, not so fast.

NPS 208

NPS Effort Score Customer Centricity Loyalty 208

Eptica

DECEMBER 3, 2020

Based on our experience and talking to partners and customers, we’ve highlighted 5 key areas that will impact customer service in the coming year – from employee well-being and security to listening more closely to the Voice of the Customer. Two key themes that are driving UK customer experience post-pandemic.

Trends 72

Trends Analytics Interaction Technology 72

BirdEye

JUNE 30, 2023

It integrates seamlessly with Google Assistant so you can use voice commands to add items to Google Shopping List hands-free. ” After each voice command, the Assistant will confirm. ” After each voice command, the Assistant will confirm. Table of contents How do you create a Google Shopping List?

Management 98

Management Customer Experience Management Connections Customer Experience 98

NobelBiz

AUGUST 22, 2023

Voice over Internet Protocol, commonly known as VOIP, is a technology that enables voice communication and multimedia sessions over the Internet. Unlike traditional phone systems, VOIP operates by converting your voice into packets of data, transmitting them over the web, and reassembling them at the destination.

Analysis 98

Analysis Contact Center Telecommunications Self Service 98

Eptica

JULY 2, 2020

Date: Thursday, July 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Customer service: what you can learn from great business leaders. Customer service shouldn't just be a department, it should be the entire company. That is why many customer-centric CEOs spend time working an occasional shift in their contact centres.

Customer Service 142

Customer Service Customer Centricity Innovation Customers 142

CSM Magazine

JULY 14, 2022

But the main secret of success remains in engagement with the audience and customers. Not only that, but how do you use Instagram for customer service? What are the best ways to satisfy your customers within the app’s limitations? If your business targets younger customers, you must be on Instagram.

Customer Service 59

Customer Service Social Media Company How To 59

AWS Machine Learning

JUNE 24, 2022

In a previous post , we talked about analyzing and tagging assets stored in Veeva Vault PromoMats using Amazon AI services and the Veeva Vault Platform’s APIs. The Amazon AppFlow Veeva connector is the first Amazon AppFlow connector supporting automatic transfer of Veeva documents. Moreover, you can import document metadata.

Policies 73

Policies Healthcare Effort Score Self Service 73

Playvox

JULY 25, 2022

Today we’re announcing a new way to learn about customer service for people who love to listen: the Masters of Support podcast. This new podcast showcases expert voices from around the CX industry sharing lessons learned, valuable truths, and extraordinary stories about becoming masters of support. What’s the new podcast all about?

Customer Service 52

Customer Service Contact Center Industry Customers 52

SurveySensum

MARCH 3, 2022

11 best Voice of the Customer tools to listen to your customers effectively. Studies state that companies still find it difficult to stand out in the competition based on the customer experience they provide. As per Gartner Group, 89% of the companies still compete to stay on top in the minds of customers. .

Tools 52

Tools Multi-Channel Analysis Analytics 52

Eptica

DECEMBER 11, 2020

Extending video into customer service delivers major benefits to both consumers and organisations – our new blog explains the advantages and how it can be incorporated into your contact centre. Why creating empathy in your customer service is so hard. Delivering impactful results from your Voice of the Customer programme.

Video 66

Video Trends Communication Consumers 66

Joe Rawlinson

MAY 24, 2022

Research by Deloitte and Touche reported that businesses that prioritize customers are a whopping 60% more profitable than those that don’t. And that 1 in 4 customers would pay 10% more just for better customer service as per ShepHyken’s 2021 Achieving Customer Amazement Report. Slow response times.

Chatbots 78

Chatbots System Software Knowledge Base 78

BirdEye

JULY 24, 2023

Barclays has shown that 85% of small and medium-sized businesses say online customer feedback has benefited them. All these prove why businesses need to focus more on customer feedback analysis to unlock more opportunities. Table of contents What is customer feedback analysis? Why is it important to analyze customer feedback?

Analysis 98

Analysis Feedback Social Media Net Promoter Score 98

Wootric

DECEMBER 17, 2018

You can get similar, automated alerts when it comes to Voice of the Customer data. As a CX practitioner, you probably log in to your customer feedback management platform periodically to make sure there are no fires to put out. Create a custom watchlist that tracks this tag by features.

Trends 61

Trends Report Feedback NPS 61

Eptica

NOVEMBER 27, 2020

This dramatically changes the skills and support agents need to be effective and meet changing customer needs. How can organisations find and nurture the ‘super agents’ required to deliver this more involved, empathetic level of customer service? Tags: training, empathy Categories: Best Practice. Remote Working 2.0:

Self Service 63

Self Service Measurement Meeting Interaction 63

CSM Magazine

APRIL 15, 2024

It’s designed to empower you with the knowledge and strategies to enhance domain authority, escalate search visibility, captivate potential customers, spur revenue growth, and more. Are you on the journey of building a startup and in dire need of SEO strategies that promise growth? ” The unequivocal answer is YES.

Return on Investment 52

Return on Investment Competitive Advantage Strategy User Experience 52

SurveySensum

APRIL 9, 2024

Did you know that companies that excel at customer experience have 1.5 times more engaged employees than companies delivering mediocre customer experience? This shows the exceptional impact engaged employees have on customer experience. Now, what is the first step to boost employee experience ? What is an Employee Journey?

Customer Journeys 52

Customer Journeys Employee Experience Employee Engagement Survey 52

TechSee

JULY 31, 2019

Computer Vision is the field of Artificial Intelligence that enables computers to understand and analyze the real world. Using Deep Learning models, machines can now accurately identify and classify objects from within digital images and then react to what they “see.” The market is expected to grow from USD 10.9 billion in 2019 to USD 17.4

Self Service 149

Self Service Automotive Healthcare Retail 149

CSM Magazine

NOVEMBER 19, 2018

Sabio’s Chief Innovation Officer, Stuart Dorman highlights what he sees as the 10 key CX technology trends that will shape successful customer experiences during 2019 and beyond. 10 Key CX Technology Trends for 2019.

Trends 88

Trends Customer Experience Social Media Self Service 88

Eptica

APRIL 15, 2020

Date: Wednesday, April 15, 2020 Author: Taoufik Massoussi - Product Manager & Head of AI The importance of listening to customers during COVID-19. This all means that businesses need to review and adapt the customer experience they are offering to ensure it meets changing consumer needs. Published on: April 15, 2020.

Net Promoter Score 95

Net Promoter Score Self Service NPS Consumers 95

Magellan Solutions

FEBRUARY 9, 2021

What defines customer support from customer service? Modern customer support is not exactly the same as customer service. The only similarity is that they employ customer service techniques. . The new customer support applies the principles of customer service in helping customers.

Ecommerce 52

Ecommerce Loyalty Programs Customer Service Representative Travel 52

CSM Magazine

JUNE 10, 2021

Such insights, if shared with other departments, can reduce contact volumes, lower customer effort and improve the internal reputation of the contact centre. After all, while problems originate in other areas of the business, customers highlight these issues in their contact centre conversations. Just picture it.

Gamification 105

Gamification How To Call Recording Analytics 105

Feedback

DECEMBER 20, 2016

What is Customer Engagement? Customer engagement is used to describe the effect, reaction, connection, response, or experience of customers with one another or with a company or a brand. They have a voice, and more platforms than ever to make that voice heard. Engagement Means Commitment. Be active on social media.

Customer Engagement 100

Customer Engagement Engagement Social Media Feedback 100

Eptica

JANUARY 24, 2020

Date: Friday, January 24, 2020 Author: Tom Walmsley - Business Development Manager 3 customer churn symptoms and cures. However, despite the focus on big picture CX, the reasons why customers leave a brand are often subtle and can even be the result of an overzealous desire to attract, engage and delight. as well as feedback surveys.

Self Service 106

Self Service Knowledge Base Customer Satisfaction Social Media 106

Customer Bliss

OCTOBER 1, 2015

When we bring up the idea to leaders that they should call lost or lapsed customers, it is often met with fear and worry. Worry that they’ll get really irate customers on the other end of the line. When customers or clients are called and the leader introduces who they are and why they called, people are thunderstruck.

Customers 100

Customers Sales Interaction Engagement 100

Lithium

APRIL 12, 2022

Your customer experience team is no stranger to attrition — It's a tough gig! Our latest release delivers new tools that will help you keep employees — and customers — happy for years to come. A contact center is only as good as the people interacting with customers. It doesn't stop with your frontline either. Zero-training AI.

Omni-Channel 52

Omni-Channel Innovation Contact Center Customer Service 52