Eptica
APRIL 8, 2020
Date: Wednesday, April 8, 2020 Author: Pauline Ashenden - Marketing Manager The state of UK customer service 2020 - struggling to improve. Published on: April 08, 2020. To find out, we evaluated the digital customer service provided by 50 UK companies from five sectors, repeating research carried out since 2011.
Eptica
JANUARY 15, 2020
Date: Wednesday, January 15, 2020 Author: Steve Nattress 4 ways to differentiate with superior email customer service. Published on: January 15, 2020. Author: Steve Nattress In a multichannel world neglecting email for customer service risks both satisfaction and revenues.
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Enghouse Interactive
NOVEMBER 29, 2019
Instead, the priority should be to get backbone customer interaction channels working to a high standard – those channels will generally include voice and email, but they may also encompass web chat, web self-service, and capability within their own applications, for example. Give customers the opportunity to self-serve.
teleopti
DECEMBER 13, 2018
Dick Bucci of Pelorus Associates, a market research, consulting, and marketing communications firm that specializes in the contact center industry, dives into 5 trends impacting customer service and which companies need to stay on top of. The millennial generation has embraced the gig economy.
ViiBE Blog
JULY 8, 2021
The first time an influential cybersecurity company was hacked happened in March 2011, when a US-based multi-factor authentication company called RSA experienced two successful spear-phishing attacks. Not long after the Microsoft incident, FireEye , one of the largest US cybersecurity companies , was hacked in December 2020.
Enghouse Interactive
JULY 2, 2018
Use as part of an integrated approach to deliver a joined-up customer service strategy. Back in 2011, analyst Gartner projected that by 2020, customers will manage 85% of their relationship with the enterprise without interacting with a human.
Enghouse Interactive
NOVEMBER 23, 2018
Some organisations will continue to use human service as a key part of their value proposition and differentiation, but most are bringing in a growing element of AI and automation as they move to a more self-service-based approach. Failing to use AI as an operational hub within your business.
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