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 2021 Customers 125

Eptica

SEPTEMBER 10, 2020

Date: Wednesday, September 9, 2020 Author: Trevor Davies, Head of Products, Enghouse Interactive 5 key trends that are impacting call recording in 2020. 19% of UK contact centres revealed that they were looking to update their call recording solutions. Published on: September 09, 2020.

Call Recording 74

Call Recording 2020 Technology Customer Journey 74

TechSee

AUGUST 26, 2024

Call centers are the frontline of customer service for many businesses. Providing excellent service in call centers is crucial for maintaining customer satisfaction and loyalty. However, call centers face a variety of challenges that can prevent them from delivering the best possible service.

Call Center 124

Call Center Customer Service Average Handle Time Customers 124

InMoment XI

SEPTEMBER 3, 2024

When you analyze the natural language interactions between customers and an organization, conversational analytics unlocks a wealth of insights that can be used to resolve issues faster, enhance agent performance, reduce costs, and demonstrate the value of customer service investments.

Social Media 195

Social Media Average Handle Time Contact Center Call Recording 195

GetFeedback

JANUARY 19, 2020

Instead, supplement them with other forms of feedback such as: Text captured in customer emails, web site forms, call center agent notes, chat interactions, or even SMS. Call recordings which, like text, can be analyzed to learn about customer sentiment and issues. Text from sales team interactions. .

Touchpoint 365

Touchpoint Customer Journey Measurement Social Media 365

CSM Magazine

MARCH 27, 2025

Unusual Call Volume Peaks: Sudden surges in contact volume without corresponding seasonal drivers could point to underlying process errors or inadequate resources. For example, spikes in call volume related to billing queries could indicate unclear invoicing processes. This frees up your team to focus on more complex customer issues.

Contact Center 52

Contact Center Net Promoter Score Call Recording Average Handle Time 52

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. Integrating call recording into Microsoft Teams.

2021 123

2021 Blog Customer Service 2022 123

CX Accelerator

JUNE 8, 2020

These could be strategic calls to key customers to ask them about their experience. ,, Murphy Fraser , Client Success Manager at Skillshare, also recommends investigating customer activity on your website as a means of “interviewing” them. Listen to customer service call recordings. Make no mistake.

Social Media 182

Social Media Contact Center Call Recording Voice of Customer 182

Inbenta

MAY 7, 2021

Most customers are willing to spend more with businesses that respond fast – but 62 % of companies don’t respond to customer service emails at all! While customers appreciate politeness, knowledge of the product, and the ability to resolve issues – a quick response is prized above all. Find out where you’re going wrong.

Customer Service 116

Customer Service Social Media E Commerce E-support 116

SurveySparrow

FEBRUARY 20, 2020

Customer Service is an integral part of customer experience. In fact, according to stats, ‘90% of Americans use customer service as a factor in deciding whether or not to do business with a company.’ Well, you can’t mess up when it comes to customer service then. Blended Call Centre.

2020 96

2020 Customer Service Multi-Channel Social Media 96

Eptica

OCTOBER 2, 2020

Date: Friday, October 2, 2020 Author: Pauline Ashenden - Demand Generation Manager Key to profitability - how UK customer experience is changing over the long-term. Learn more by reading the full post on our parent company Enghouse Interactive’s website and catch up with part one here. Published on: October 02, 2020.

Customer Experience 127

Customer Experience 2020 Call Recording Blog 127

InMoment XI

MARCH 21, 2025

CI leverages artificial intelligence (AI), machine learning (ML), and natural language processing (NLP) to analyze customers interactions with your brand. Conversational intelligence insights are findings derived from assessing customer conversations with or about your brand. What Are Conversational Intelligence Insights?

Insights 195

Insights Sales Interaction Metrics 195

ProProfs Chat

JANUARY 29, 2020

Most brands today are transforming by opting to go beyond the traditional call centers and embracing multi-channel customer service channels, to help customers reach out to them with convenience. But, why is that so, and what exactly is multi-channel customer service? What Is Multi-Channel Customer Service?

Multi-Channel 98

Multi-Channel Customer Service Social Media Communication 98

InMoment XI

DECEMBER 13, 2024

Modern customers interact with many touchpoints before making a purchase. One of the most crucial touchpoints in their journey is the call center. In fact, 89% of customers say that a quick response to an initial inquiry is important when deciding where to take their business. It highlights areas of improvement.

Call Center 195

Call Center Contact Center Social Media Metrics 195

BlueOcean

DECEMBER 4, 2019

How Contact Centers Interact with Cardholder Data. The most common way an outsourcer interacts with cardholder data is through live agents. Blue Ocean partners with a certified PCI-compliant solutions provider that uses Dual Tone Multi Frequency (DTMF) technology to ensure all our agent-handled interactions are secure.

Customer Care 31

Customer Care Contact Center Call Recording Document 31

CSM Magazine

MARCH 20, 2025

Better customer service, more efficient operations, and increased business growth? A call center can help you achieve all three. A well-established call center ensures efficient communication with customers, creates satisfaction through quick issue resolution, and boosts overall productivity.

Call Center 52

Call Center Contact Center Customer Satisfaction Call Recording 52

Calabrio

FEBRUARY 28, 2025

This process is particularly useful in the contact centersite of countless, and crucial, customer conversationswhere it enables businesses to optimize operations, enhance customer experiences, and drive more strategic decision-making. Modern systems handle both high-quality digital recordings and lower-quality audio inputs.

Contact Center 52

Contact Center Insights Average Handle Time Call Center 52

Inbenta

AUGUST 17, 2021

Chatbots are now mainstream in tech and are the present and future of customer support. Most brands and companies around the world already use them to support their customer service teams, improve their NPS score, deliver faster responses to user requests, and, overall, keep their customers happy and satisfied.

Customer Service 94

Customer Service Competitive Advantage Call Recording Interaction 94

ProProfs Chat

APRIL 19, 2019

Customer service is just a day in, day out, ongoing, never ending, unremitting, persevering, compassionate, type of activity. It needs no mention that buyers love excellent customer service. Customer service is not a department – it’s everyone’s job. Customer Service Through Multiple Channels.

Sales 85

Sales Customer Service Marketing Multi-Channel 85

SurveySensum

OCTOBER 29, 2024

It’s no secret that your contact center is the first line of defense with your customers – making it the most important touchpoint in the customer journey. Also, 88% of customers say that a good customer service experience is what makes them more likely to make another purchase from the brand.

Contact Center 52

Contact Center Average Handle Time Touchpoint Customer Journey 52

Talkdesk

NOVEMBER 25, 2020

This holiday season is expected to set records for ecommerce shopping. There will be a rise in customer interactions throughout the entire buyer’s cycle. Agents can make and receive phone calls directly from their browser on any device alongside contextual information about the customer. But how can they do it?

Contact Center 101

Contact Center Call Recording Omnichannel Technology 101

Calabrio

MARCH 5, 2025

However, call quality monitoring is much more than a matter of just checking boxes; it’s about gaining a deep understanding of how your agents are interacting with customers and identifying areas for improvement. Mitigate Compliance Risks: Many industries have strict regulations regarding customer interactions.

2025 52

2025 Contact Center Call Center Average Handle Time 52

Talkdesk

JANUARY 2, 2020

After placing in the Leader quadrant of the 2019 CCaaS Magic Quadrant for North America , Talkdesk is atop the list of customer service vendors in Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace. Intelligent self-service. Managing Resources: engaged and empowered staff. .”

Customer Service 66

Customer Service Contact Center 2025 Competitive Advantage 66

InteractionMetrics

AUGUST 14, 2024

Each interaction your customers have with your company’s representatives gives them either a positive or a negative view of your company. In other words, your customer service is either promoting your brand or driving your customers away. What Exactly is Customer Service Consulting?

Consulting 52

Consulting Customer Service Call Recording Customer Service Training 52

InteractionMetrics

SEPTEMBER 9, 2024

But if you ask them what their customer service strategy is, you’ll probably get blank stares. Here are two realities worth pondering: Every company communicates something about itself through customer service. Customers remember how they were treated far more than they remember your images and ads.

Customer Service Strategies 52

Customer Service Strategies Brands Customer Service Advertising 52

UJET

JULY 7, 2020

Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Workforce management is the best tool for supervisors to understand how customer service teams perform.

Engagement 106

Engagement Contact Center Call Recording Metrics 106

Call Experts

SEPTEMBER 15, 2023

In business, exceptional call handling and customer service can set you apart from the competition. According to Forbes , customer service can mean the difference between a good customer experience and a bad one, directly impacting your bottom line. Active Listening: Start with attentive listening.

Customer Service 59

Customer Service Call Center Call Recording Customer Satisfaction 59

Calabrio

MARCH 5, 2025

First call resolution (FCR) defined First call resolution (FCR) , or first contact resolution, is a customer service KPI that measures the percentage of customer issues resolved during the customer’s initial contact. Divide FCR by the total number of calls in a specific time and multiply by 100.

Contact Center 40

Contact Center Customer Satisfaction Average Handle Time Metrics 40

Kustomer

AUGUST 8, 2022

In this episode of Customer Service Secrets, Gabe Larsen is joined by co-founder of ExecVision Steve Richards, to discuss customer quality and assurance, as well as guidance to provide reps with customer service coaching. The Steps to an Effective Customer Service Call. Data Is Not The Issue.

Customer Service 86

Customer Service Call Center Contact Center Measurement 86

BirdEye

MARCH 1, 2024

Who needs a business call forwarding service? Call forwarding service is necessary for businesses that handle a high volume of customer interactions, have teams spread across multiple locations , have employees traveling for meetings , and face issues managing customer calls.

Customer Service 59

Customer Service Multi-Channel Call Recording Social Media 59

Call Experts

APRIL 8, 2024

In business, exceptional call handling and customer service can set you apart from the competition. According to Forbes , customer service can mean the difference between a good customer experience and a bad one, directly impacting your bottom line. Active Listening: Start with attentive listening.

Customer Service 52

Customer Service Call Center Call Recording Customer Satisfaction 52

BirdEye

DECEMBER 26, 2023

It’s a situation many businesses encounter and one that needs the best VoIP service to overcome. Your business’s success critically depends on customer experience, and ensuring quality in customer interactions immensely boosts the experience. Studies suggest that 30% of business phone calls go unanswered.

Call Recording 111

Call Recording Communication Connections Multi-Channel 111

UJET

JULY 7, 2020

Cloud-based customer service platforms have significantly helped companies rapidly transition their workforce without compromising the reliability to serve their customers. Workforce management is the best tool for supervisors to understand how customer service teams perform.

Engagement 96

Engagement Contact Center Call Recording Metrics 96

BlueOcean

SEPTEMBER 17, 2020

Your and your outsourcer’s tech team will need to collaborate regarding platforms, desktop tools, task management systems, workforce management systems, IVR systems, call recording systems, and more. Building Your Outsourced Customer Care Team. Schedule your Technical Transition kick-off meeting.

Customer Care 156

Customer Care Roadmap Call Recording Fashion 156

CSM Magazine

JUNE 10, 2021

Ideas for creating this accountability include: Sharing call recordings – playing call recordings from disappointed customers helps to paint a picture of the problem. Calabrio is the customer experience intelligence company that empowers organisations to enrich human interactions. About Calabrio.

Call Recording 105

Call Recording 2020 Customer Satisfaction Insights 105

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. An omnichannel customer support center connects customers’ interactions no matter where they take place.

Omnichannel 95

Omnichannel Customer Experience Contact Center Social Media 95

Upstream Works

DECEMBER 11, 2018

According to CMO.com, Gartner VP, Michael Maoz indicates that 72% of customer interactions in 2022 will be facilitated through emerging technologies; RPA, machine learning applications, chatbots and mobile messaging. According to Maoz, c ustomer self-service is expected to grow to 64% by 2022. Analytics and Data Management.

Customer Experience Management 96

Customer Experience Management 2019 Management Customer Experience 96