Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. This means that organizations need to ensure that the customer experience meets the needs and expectations of Millennials if they want to win and retain their business. Published on: February 05, 2016. Here are five areas for focus on: 1.

Multichannel 51

Multichannel Self service Contact Center Feedback 51

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information.

Self service 51

Self service Multichannel Contact Center Feedback 51

Hodusoft

MARCH 6, 2024

Customer service for e-commerce generally involves addressing the evolving needs of customers by providing fast responses, self-service options, easy payment methods, and most importantly quick and efficient resolution of their queries.

Customer Support 52

Customer Support Contact center software Business Process Outsourcing Interactive Voice Response 52

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Not only can they now access their financial details 24 hours a day, wherever they are, but they can use their phones to directly pay for goods and services via emerging technologies such as Apple Pay. Be totally multichannel.

Banking 85

Banking Multichannel Customer Experience Finance 85

Eptica

SEPTEMBER 3, 2015

Date: Thursday, September 3, 2015 Meeting the customer service needs of APAC millennials. As the spending power of millennials (also known as Generation Y) grows, companies are having to evolve in order to meet their particular needs. So how can brands deliver the customer experience that these consumers are demanding ?

Multichannel 59

Multichannel Customer Service Morale Self service 59

NobelBiz

APRIL 2, 2024

Table of Contents Understanding Enterprise Contact Center Solutions: Enterprise Contact Center Solutions represent the backbone of modern customer service operations for large-scale organizations. They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more.

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

Eptica

JANUARY 19, 2017

Date: Thursday, January 19, 2017 Capturing emotion for a better APAC customer experience. Author: Vincent Giraud The original aim of customer service was relatively transactional – a consumer made a query, an answer was provided by the company, the customer was satisfied and the interaction was completed.

Customer Experience 58

Customer Experience Multichannel Self service Scripts 58

Eptica

MARCH 14, 2018

Date: Wednesday, March 14, 2018 How do UK banks rate on customer experience? Government legislation is committed to making it easier than ever for customers to change banks and interest rates remain low, meaning that service is a primary differentiator between companies. Loyalty is driven by meeting consumer needs.

Banking 49

Banking Customer Experience Multichannel Government 49

Eptica

NOVEMBER 11, 2015

Date: Wednesday, November 11, 2015 Comparing the retail customer experience in the United States and United Kingdom. Essentially they can improve their experience by reviewing how other people operate and applying best practice. Published on: November 11, 2015. Share this page on: Tweet.

Multichannel 75

Multichannel Customer Experience Self service Advertising 75

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Driven by the rise of the internet and improved communications, individuals are increasingly happy to look beyond their own country when it comes to buying goods and services. So, how does the customer experience compare between countries?

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Published on: January 06, 2016.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

Avaya

DECEMBER 1, 2016

While many of these purchases are simply one click and a check off of gift lists, the customer probably made several decisions well before the submit-order button was activated. Whereas item and price have been the primary drivers of purchasing decisions, the customer experience is increasingly the new battleground.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

VocalCom

JULY 9, 2018

While many companies are embracing tools such as artificial intelligence to drive better experiences, customers still seek a human touch and the assurance that any technology used is truly for their benefit. Here are five expectations your brand needs to meet to satisfy all customers. The option to speak to an agent.

Interactive Voice Response 48

Interactive Voice Response Contact center software Chatbots Self service 48

Nicereply

OCTOBER 29, 2020

Unsurprisingly, brands are focusing their marketing and customer experience strategies on millennials that naturally form a significant portion of the user base in every industry. But what’s so different about millennials that calls for so much customization? 5 Ways to Improve Your Customer Experience for the Millennials.

Customer Experience 40

Customer Experience Chatbots Multichannel Self service 40

ijgolding

JULY 18, 2018

During the last ten years, I have attended many Customer Experience (CX) events around the globe. I am therefore very excited to be able to share the news that Incite Group’s Customer Service & Experience Summit Europe (18-19 Sept) comes to London for the first time. Basic support resolution is not enough.

Customer Service 49

Customer Service Customer Experience Multichannel Customer Care 49

Verint

SEPTEMBER 13, 2017

The purpose of these efforts is to create and augment value to the customer and meet the tactical and strategic corporate goals to improve overall customer service. In the past, good KM may have been as simple as offering well-trained telephone agents the ability to tap into databases or KM systems to assist customers.

Self service 26

Self service Multichannel Management Enterprise 26

Eptica

JULY 22, 2020

Date: Wednesday, July 22, 2020 Author: Anne-Merete Jensen - Senior Business Consultant Why now is a great time to optimise your customer service - Part 2: Analyse your business. Which channels can customers contact your business on? Why a consistent customer experience is so important (and how to deliver it).

Customer Service 71

Customer Service Self service Multichannel Best practices 71

Eptica

SEPTEMBER 16, 2016

Author: Derek Lewis Many organizations are embracing digital transformation , making investments to enhance the customer experience they deliver on these digital channels, such as email, chat, the web and social media. It found that you need to deliver high levels of service on all channels if you want to win and retain customers.

Customer Service 75

Customer Service Multichannel Self service Surveys 75

Eptica

AUGUST 3, 2018

Date: Wednesday, August 8, 2018 Author: Pauline Ashenden - Marketing Manager Are telecoms operators connecting to digital customer experience? Connectivity (whether that’s voice, data or a combination of both) is intangible – consumers can’t see it and only notice when services slow down or fail.

Customer Experience 49

Customer Experience Best practices Multichannel Chatbots 49

CSM Magazine

JULY 4, 2019

From self-service to social media and automated chatbots, you have a plethora of opportunities to provide your customer with an amazing CX. As the customer journey becomes more multichannel, so too must your strategy. Nick MacFarlane, Head of Customer Experience, Sky.

Customer Service 45

Customer Service Multichannel Gamification Chatbots 45

bold360 Blog

APRIL 15, 2021

FSIs learned (often the hard way) that their capacity to leverage and scale digital-first customer engagement is essential for ensuring business continuity and a seamless customer experience (CX). Even before the pandemic, customers preferred the convenience of digital-first service provision.

Self service 52

Self service Banking Multichannel Chatbots 52

Eptica

OCTOBER 10, 2017

Date: Wednesday, October 11, 2017 Balancing the human and the digital in customer experience. A noted expert on customer experience, R égine Vanheems has worked extensively with Eptica, providing its customers with analysis into the latest trends around consumer expectations and behaviour, particularly in the area of digital CX.

Customer Experience 49

Customer Experience Chatbots Multichannel Self service 49

UJET

NOVEMBER 18, 2019

Multichannel Expands to Multimedia. Having a streamlined and fluid support experience across multiple channels is no longer a nice-to-have, it is a must. Customers today expect to be able to not only contact support via mobile, web, in-app, social, and more, but easily move between channels without compromising their experience.

Customer Support 78

Customer Support Multichannel Chatbots Contact Center 78

Noble Systems

JULY 8, 2019

Delivering an omnichannel experience is at the very foundation of superior customer experiences. In reality, many businesses provide some level of multichannel communications, but siloed systems are still the norm. It requires the coupling of the right technology with all the company knowledge about each customer.

Interactive Voice Response 73

Interactive Voice Response Contact Center Multichannel Scripts 73

Vonage

FEBRUARY 23, 2017

The days of winning over your customers’ hearts and minds based solely on the quality of your product or service are over. This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors. Customer service centers need updating.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

Inbenta

DECEMBER 7, 2021

With time, physical liaisons with agents have shifted to call center lines and subsequently to the availability of social media channels on corporate websites, but customers keep demanding more personalized, real-time communication online. . Live chat support has become a key solution to meet these new demands. .

Self service 52

Self service Chatbots Scripts Multichannel 52

Eptica

MAY 6, 2020

For example, using Voice of the Customer analytics to better understand and respond to customers as well as putting in place systems and processes to embrace new channels such as video meetings , which offer a more personal interaction. You might also be interested in these posts: Caring for your customers during COVID-19.

Banking 79

Banking Customer Service Multichannel Best practices 79

Lumoa

JUNE 23, 2021

Advanced Self-Service Tools According to studies, consumers are increasingly becoming self-reliant, preferring to use self-service channels such as live chat (42%) and chatbots (86%) rather than contacting customer support.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

Upstream Works

SEPTEMBER 5, 2019

The world of customer experience management is expanding and growing in complexity at an alarming rate. Many of the customers eying up solutions today are voice-only call centers who understand they need to digitally transform – but it can be difficult to know how to do that without an understanding of what it really means.

Contact Center 60

Contact Center Technology Contact center software Self service 60

Hodusoft

JANUARY 1, 2023

When it comes to the classification of call centers, there are six types of call centers—inbound, outbound, automated, multichannel, omnichannel, and virtual call centers. This allows call center representatives to access accurate customer information and history to enhance customer experience. Future of call centers.

call center software 52

call center software Call Center Multichannel Interactive Voice Response 52

Eptica

SEPTEMBER 9, 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. It found that businesses in the US are losing $62 billion every year, due to people switching following poor customer service.

Multichannel 49

Multichannel Self service Wait times Technology 49

Hodusoft

OCTOBER 19, 2023

When calls are routed to the right agent, it ensures faster issue resolution, reduced handling times, and increased customer satisfaction. Self-Service Options : Self-service options in call routing optimization are another effective way to enhance contact center efficiency. without speaking to an agent.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

ShepHyken

SEPTEMBER 22, 2020

Shep Hyken interviews Jerry Campbell , Head of Customer Experience and Social Engagement at 7-Eleven. They discuss how to improve customer service in a rapidly changing digital world by focusing on human connection, diversity and inclusion. Not being able to connect with customers is a pain point.

Average Handle Time 38

Average Handle Time Multichannel First call resolution Call Center 38

Help Scout

SEPTEMBER 14, 2021

Research shows that a customer is four times more likely to switch to a competitor if their issue is service related, as opposed to product or price related. Conversely, 86% of consumers say a good customer experience can turn them from a one-time buyer to a loyal customer. Tip #4: Create self-service content ASAP.

Customer Service 127

Customer Service outsourcing Chief Customer Officer Self service 127

COPC

APRIL 13, 2022

Part of excellent customer experience management involves effective channel strategy. Planning an Effective Customer Service Channel Strategy. A channel strategy is an organization’s plan for reaching customers with its products or services. Self-Service Technology vs. Human-Assisted Channels.

Self service 52

Self service Benchmark Contact Center Technology 52

Eptica

JULY 8, 2016

Author: Chris Eideh Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. So, McKinsey’s recent US Customer Sentiment Survey should be required reading for anyone involved in customer experience. Share this page on: Tweet.

Multichannel 50

Multichannel Self service Surveys Contact Center 50