Eptica

OCTOBER 19, 2016

Date: Wednesday, October 19, 2016 Falling through the gaps – email and the insurance industry. Published on: October 19, 2016. In this blog, I’m going to delve deeper into email performance and highlight some of the lessons for all insurers operating on the channel. Share this page on: Tweet.

Multichannel 75

Multichannel Government Best practices Technology 75

Talkdesk

APRIL 26, 2016

Each week, we will be collecting tips, tricks and insights on the customer experience with the hope that some of what we find helps our readers to further their CX goals. Customer experience is the foundation upon which customer loyalty is built! (I This week’s topic is customer experience on the global level.

Customer Experience 40

Customer Experience Multichannel Engineering Customer retention 40

Talkdesk

JULY 26, 2016

From marketing to customer service to sales strategy, omnichannel is the latest, greatest buzzword. In this week’s installment of the customer experience weekly, we’ll be diving deep into omnichannel customer experience. Multichannel support” is sometimes used interchangeably with “omnichannel support”.

Multichannel 40

Multichannel Analytics Customer Support Customer Service 40

COPC

FEBRUARY 4, 2016

of the COPC Customer Service Provider (CSP) Standard. In addition, we also are announcing that the Standard will be renamed the COPC Customer Experience (CX) Standard. This specific version of the COPC CX Standard is for customer service providers (CSPs) and is available in English only at this time.

Multichannel 40

Multichannel Best practices Contact Center Customer Experience 40

Avaya

MAY 18, 2016

2016 is shaping up to be the year of the Chatbot. From Jarvis, Mark Zuckerberg’s Iron Man-inspired assistant, to Microsoft’s rather unfortunate Tay experience, chatbots have been making the news this year—although as of yet, nobody seems to have figured out a way of getting them to write it.

Chatbots 48

Chatbots Multichannel Contact Center Analytics 48

Eptica

SEPTEMBER 9, 2016

Date: Friday, September 9, 2016 Can you afford to lose half your customers? Published on: September 09, 2016. Author: Neil Cox Recent research highlighted by customer service guru Shep Hyken demonstrates the importance of delivering an experience that meets the needs of your customers.

Multichannel 49

Multichannel Self service Wait times Technology 49

Eptica

JULY 29, 2016

Date: Friday, July 29, 2016 The importance of the Knowledge Manager to customer service success. Published on: July 29, 2016. Ensuring that knowledge powers your customer service isn’t just about technology – and certainly doesn’t stop when your knowledge base goes live. Share this page on: Tweet.

Management 50

Management Customer Service Multichannel Best practices 50

Eptica

DECEMBER 23, 2015

This is the last 2015 post on the Eptica blog – have a wonderful holiday and we look forward to sharing more news, views and advice on customer experience in 2016. Share this page on: Tweet.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 49

Sykes

MARCH 5, 2019

HFS Research recognized Sykes Enterprises, Incorporated (“SYKES” or “the Company”) (NASDAQ: SYKE), as a true industry leader, ranking SYKES #1 for vision and go-to-market strategy and #3 overall in their Front Office Customer Engagement Operations Top 10 Report, published January 31, 2019.

Marketing 75

Marketing Technical Support Enterprise Transportation 75

Avaya

NOVEMBER 8, 2017

The financial services industry ranks as one of the top markets to experience massive digital disruption in the coming years. In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives. But what exactly constitutes “multichannel?”

Banking 40

Banking Multichannel Customer advocacy Upselling 40

Avaya

MAY 10, 2016

According to Gartner, by year-end 2018, a customer digital assistant will recognize individuals by face and voice across channels and partners. The post In the Digital Economy, the Human Touch Still Matters appeared first on Avaya Connected Blog.

Multichannel 48

Multichannel Customer advocacy Customer retention Call Center 48

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples. billion U.S.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Eptica

JUNE 22, 2016

Date: Wednesday, June 22, 2016 Overcoming the knowledge challenges in customer experience. Published on: June 22, 2016. However, creating a knowledge base to help the business and its customers’ is not easy, particularly when it comes to customer service. Share this page on: Tweet.

Customer Experience 55

Customer Experience Multichannel Contact Center Best practices 55

Eptica

FEBRUARY 23, 2016

Date: Tuesday, February 23, 2016 Why it is time to focus on the customer service journey, not just the touchpoints. Published on: February 23, 2016. This is primarily due to the fact that most customer journeys span multiple departments, systems and silos of information.

Multichannel 49

Multichannel Customer Service Finance Contact Center 49

Eptica

FEBRUARY 1, 2017

Régine, you gave a fascinating speech at the Eptica 2016 Customer Day , looking at how digital transformation is impacting consumer behavior and expectations. For the benefit of blog readers, can you give us some more detail on what you are seeing happening in the market? Share this page on: Tweet.

Technology 58

Technology Multichannel Employee engagement Chatbots 58

Eptica

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? Published on: March 04, 2016. Author: Pauline Ashenden Over the past five years Eptica has regularly evaluated the multichannel customer experience offered by 100 of the UK’s biggest brands , across ten sectors.

Multichannel 50

Multichannel Self service Advertising Surveys 50

RichCall

SEPTEMBER 13, 2017

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. Here are the experts: @Jon Arnold , an independent research analyst with a great blog. Contact Center and CX Research and Reports.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond. Automation?

Contact Center 53

Contact Center Analytics Self service Wireless 53