Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? Published on: January 12, 2017. Author: Pauline Ashenden As we move into 2017, now is a good time to review last year and use the insight to plan for the future. Is a lack of consistency letting your customer service down?

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

TechSee

NOVEMBER 20, 2017

One of the biggest changes happening in customer service right now is in automating the customer experience. These automated software agents guide consumers through every aspect of their customer experience. They’re learning to chat and respond like a customer service agent, using a variety of techniques.

Chatbots 117

Chatbots Customer Service Multichannel Scripts 117

Eptica

DECEMBER 20, 2017

Date: Wednesday, December 20, 2017 What were the key CX trends in 2017? Published on: December 20, 2017. Author: Pauline Ashenden As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months.

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48

Comm100

DECEMBER 22, 2016

We hope your customer service department saw a lot of improvements in 2016. But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring? Third party messaging applications, like Facebook messenger and Kik, will become mainstream channels for customer service.

Customer Service 35

Customer Service Benchmark Multichannel CRM 35

Calabrio

JANUARY 19, 2017

At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. More and more companies are realizing that the key to happy customers is happy employees. 2017 is all about #customersatisfaction.

Employee engagement 59

Employee engagement Analytics Multichannel Contact Center 59

Kayako

JANUARY 5, 2017

Customers value the quality of customer service as much as price and quality of products. According to an American Express study , “Americans will spend 9% more with companies that provide excellent service.” Recent trends in customer service show that companies can delight their customers while generating revenues.

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38

GetFeedback

APRIL 25, 2019

Working to improve your customer service has always been important, but in today’s highly competitive business environment it’s more essential than ever. As companies begin to compete on customer experience, consumers are increasingly setting higher standards for how they expect to be treated.

Customer Service 74

Customer Service Multichannel CRM Journey mapping 74

Eptica

JANUARY 5, 2017

Date: Thursday, January 5, 2017 Consistency must be the customer service buzzword in insurance. Published on: January 05, 2017. Author: Chris Eideh Providing consistent accurate information when responding to queries is one of the key elements of good customer service. Share this page on: Tweet.

Multichannel 48

Multichannel Customer Service Advertising Customer Experience 48

Eptica

JANUARY 25, 2017

Date: Wednesday, January 25, 2017 The 5 trends brands need to address for improved customer service. Published on: January 25, 2017. Author: Pauline Ashenden The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service.

Multichannel 51

Multichannel Customer Service Automotive Telecommunications 51

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. There are other implications to this new customer service trend. AI and Human Customer Service Will Be More Integrated Than Ever.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40

Eptica

FEBRUARY 20, 2018

Date: Wednesday, February 21, 2018 5 tips to transform your social customer service. That makes social customer service a major, growing part of every brand’s customer experience. That makes social customer service a major, growing part of every brand’s customer experience.

Customer Service 55

Customer Service Multichannel Best practices Self service 55

Eptica

MAY 3, 2017

Date: Wednesday, May 3, 2017 Connecting telecoms providers with improved customer service. Published on: May 03, 2017. Author: Dharmesh Ghedia Be it broadband internet services, pay TV, landline or mobile, the telecoms market is incredibly competitive.

Customer Service 49

Customer Service Wait times Multichannel Self service 49

Talkdesk

MAY 21, 2019

To understand Omnichannel in the context of the contact center you have to start with an understanding of its predecessor, Multichannel. The term Multichannel defines the various channels that are made available to connect with an organization. Omnichannel is an evolution of multichannel.

Multichannel 56

Multichannel Benchmark Contact Center Customer Experience 56

Eptica

JANUARY 17, 2018

Date: Wednesday, January 17, 2018 5 ways to get your email customer service ready for 2018. Author: Pauline Ashenden Despite the rise of new channels such as social media, email is still the number one digital channel for customer service. Published on: January 17, 2018. There are five key areas to focus on: 1.

Customer Service 49

Customer Service Multichannel Best practices Surveys 49

Eptica

OCTOBER 18, 2017

Date: Wednesday, October 18, 2017 The importance of security and GDPR to the digital customer experience. Published on: October 18, 2017. Author: Pascal Gauvrit Thanks to the rise of digital channels, brands now possess large amounts of personal data on their customers. Share this page on: Tweet.

Customer Experience 88

Customer Experience Multichannel Best practices Personalization 88

Eptica

NOVEMBER 1, 2017

Date: Wednesday, November 1, 2017 UK brands struggling with digital customer experience. Published on: November 01, 2017. But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries. Your customers will expect nothing less.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

NICE inContact

NOVEMBER 12, 2019

Today’s customers expect omnichannel. customer service. How is omnichannel customer service different from (or: better than?) multichannel customer service? Customer service must support many (“multi”) channels because that is what customers expect.

Multichannel 54

Multichannel Benchmark Contact Center Self service 54

Eptica

MARCH 21, 2019

69% of questions across all channels now receive a satisfactory response, up from 59% in 2017. Brands are not delivering multichannel experiences Forget the nirvana of providing seamless, omnichannel experiences. The study shows that brands are still struggling with delivering a multichannel experience.

Multichannel 80

Multichannel Banking Self service Surveys 80

Eptica

NOVEMBER 29, 2017

Date: Wednesday, November 29, 2017 The changing face of European Customer Experience. Published on: November 29, 2017. Author: Olivier Njamfa How good are European companies at delivering the customer experience that consumers demand? Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Surveys Marketing 49

Eptica

APRIL 26, 2017

Date: Wednesday, April 26, 2017 Customer Experience in action through Artificial Intelligence. Published on: April 26, 2017. Author: Olivier Njamfa Winning and retaining customer loyalty is vital for every business. We look forward to seeing your there.

Customer Experience 70

Customer Experience Multichannel Marketing Metrics 70

NICE inContact

OCTOBER 28, 2016

Organizations in the leader quadrant have balanced these two important qualities and are described as: “ …those suppliers with a strong multichannel product and service capability that have already. amassed a large installed base of both large and small customers. Shift from reactive to proactive customer service.

Contact Center 65

Contact Center Multichannel Contact center software Cloud contact 65

Eptica

FEBRUARY 8, 2017

Date: Wednesday, February 8, 2017 Moving to the 3Cs model for CX: Conversational, collaborative & cognitive platforms. Published on: February 08, 2017. Author: Olivier Njamfa Companies and their CEOs understand that the world is changing rapidly when it comes to winning, satisfying and retaining customers.

Multichannel 52

Multichannel Metrics Customer Experience Customer Service 52

Eptica

JANUARY 19, 2017

Date: Thursday, January 19, 2017 Capturing emotion for a better APAC customer experience. Published on: January 19, 2017. However, in today’s competitive markets this is no longer enough to win and retain customer loyalty. This is particularly true as we move into 2017. Share this page on: Tweet.

Customer Experience 58

Customer Experience Multichannel Self service Scripts 58

Eptica

MAY 17, 2017

Date: Wednesday, May 17, 2017 L’Occitane – the benefits of a global approach to digital customer experience. Published on: May 17, 2017. Anne-Sophie Pouyau, Head of International & European Customer Service, presented at the recent Gartner Customer Experience & Technologies Summit.

Customer Experience 51

Customer Experience Multichannel Self service Best practices 51

Eptica

JUNE 7, 2017

Date: Wednesday, June 7, 2017 How the insurance sector is failing to rise to the digital CX challenge. Published on: June 07, 2017. In the 2017 Insurance Customer Conversations study 91% of consumers said that good service makes them more likely to stay loyal to insurance providers. The result?

Multichannel 49

Multichannel Marketing Personalization Surveys 49

Eptica

MARCH 14, 2018

At the same time online and mobile banking is growing, while traditional players also face a raft of agile new entrants that are focusing on the experience and services they provide to customers. How are UK banks doing in terms of the customer experience? The Year of Humanity: Putting the customer first in 2018.

Banking 49

Banking Customer Experience Multichannel Government 49

Eptica

FEBRUARY 1, 2017

Date: Wednesday, February 1, 2017 Why technology needs to support the human element of CX. Published on: February 01, 2017. Régine, you gave a fascinating speech at the Eptica 2016 Customer Day , looking at how digital transformation is impacting consumer behavior and expectations. Share this page on: Tweet.

Technology 58

Technology Multichannel Employee engagement Chatbots 58

COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. From now until November 17, 2017, COPC Inc.

Multichannel 40

Multichannel Surveys Benchmark Customer Care 40

Eptica

MAY 29, 2019

Retailers are not enabling multichannel conversations Performance varies considerably between channels, with a definite bias towards the web. In 2017 brands answered 50% of queries on Twitter, an average response rate that has dropped to 38% this year. email management, social, media, Twitter, Facebook Categories: News, Best Practice.

Banking 56

Banking Multichannel Airlines Best practices 56

Eptica

DECEMBER 2, 2016

Against this backdrop, and with fierce competition from online marketplaces such as Amazon and eBay, Forrester Research believes that retailers must now deliver rich, personalized customer experiences to win and retain customers both now and moving into 2017. Share this page on: Tweet.

Multichannel 72

Multichannel Personalization Accountability Customer Experience 72

Eptica

FEBRUARY 15, 2017

Date: Wednesday, February 15, 2017 Why the future of digital CX requires the death of the ticket. Published on: February 15, 2017. To achieve this they adopted a service/help desk concept, taken from technical/B2B markets. A consumer submitted his or her query, was given a ticket number and waited until they received a response.

Multichannel 51

Multichannel B2B Technology Personalization 51

Eptica

NOVEMBER 16, 2017

Date: Thursday, November 16, 2017 We Are In Denial About Omnichannel Engagement Being A Done Deal. Published on: November 16, 2017. In other words, the mix of voice, text and occasional video communications, resourced within contact centres, which serve both online and offline customers. This was not a one off situation.

Benchmark 55

Benchmark Multichannel Best practices Government 55

Revation Systems

MAY 21, 2018

billion connected devices were reportedly in use globally last year (2017) alone — a number that’s up 30 percent from the previous year. Unified Communications: The Foundation of Multichannel Communication. According to a recent report published by Gartner , 8.4

Multichannel 48

Multichannel Marketing Technology Customer Service 48

Eptica

SEPTEMBER 6, 2017

Date: Wednesday, September 6, 2017 The changing face of UK customer experience. Published on: September 06, 2017. We spoke to Neil to find out more about how he sees the UK customer experience market changing, and how Eptica is working with organisations to help them transform their digital customer service.

Customer Experience 54

Customer Experience Multichannel Self service CRM 54

Eptica

JULY 21, 2019

But, it’s relevant to you and I didn’t want to scare you ;) * Great at a few or average at a lot In Dimension Data’s 2017 Global Customer Experience Benchmarking Report they found that, on average, organisations are offering their customers a choice of nine different channels with which to engage with them.

Best practices 86

Best practices Multichannel Benchmark Surveys 86

Livepro

JULY 17, 2018

In many of his roles, Paul’s primary focus has been to substantially improve business revenue and profits through a passion of providing improved customer service through ‘real’ innovation. Paul has received a number of awards for customer service excellence including ‘best practice in manufacturing’ from the Victorian Government.

Transportation 40

Transportation Government Multichannel Consulting 40