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. Published on: March 14, 2018.

Banking 49

Banking Customer Experience Multichannel Government 49

Eptica

NOVEMBER 1, 2017

Date: Wednesday, November 1, 2017 UK brands struggling with digital customer experience. But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries. That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

Eptica

MARCH 1, 2017

Date: Wednesday, March 1, 2017 37 billion reasons to improve customer experience. Author: Angus Prentice Ahead of next week’s Institute of Customer Service (ICS) annual conference , new research spells out the enormous cost of poor service to brands. Published on: March 01, 2017. Share this page on: Tweet.

Customer Experience 48

Customer Experience Benchmark Best practices Technology 48

TechSee

FEBRUARY 12, 2019

The hype surrounding AI improving customer experience is well founded, with Gartner predicting that by 2020, 85% of a customer’s interactions with a company will take place without a human point of contact. Why the crowdsourcing of expertise is at the core of deep learning-powered self-service tools. Crowdsourcing.

Self service 111

Self service Contact Center contact center workforce Banking 111

Eptica

JANUARY 15, 2016

Date: Friday, January 15, 2016 Insurance, the Internet of Things and customer experience. This has dramatically changed how insurers operate , and increased the focus on the customer experience as companies look to engage with consumers and retain their business. Published on: January 15, 2016.

Customer Experience 52

Customer Experience Multichannel CRM Analytics 52

NobelBiz

AUGUST 22, 2023

What sets NobelBiz apart in this regard is its pioneering status as the sole telecom provider to offer such a service. Furthermore, NobelBiz’s advanced telecom network has garnered recognition and partnership with major industry players who leverage its infrastructure as resellers.

voip 98

voip Telecommunications Contact Center Contact center software 98

Eptica

MARCH 2, 2016

Date: Wednesday, March 2, 2016 The importance of trust to the customer experience. This can again be seen in the Harris research – the bottom organization is Volkswagen , which has been beset by scandals around faked emissions tests, while many banks and telecoms providers also received low scores.

Customer Experience 60

Customer Experience Multichannel Entertainment Advertising 60

Eptica

MAY 27, 2016

Date: Friday, May 27, 2016 Narrowing the gap between US and UK customer experience. Author: Derek Lewis Consumers in the US are six times more likely to receive outstanding consumer experience than their counterparts in the UK. Telecoms and the public sector were the only areas where the UK led the way.

Chief Customer Officer 49

Chief Customer Officer Customer Experience Multichannel Finance 49

Eptica

SEPTEMBER 10, 2015

Further research from McKinsey discovered that, even with the advantages of digital channels, many consumers still use analog channels such as the telephone for customer service. In a study of European telecoms companies 3% of consumers used a digital channel for customer service – half the number that called.

Customer Service 76

Customer Service Multichannel Upselling Self service 76

Eptica

DECEMBER 18, 2015

Date: Friday, December 18, 2015 Telecoms customer complaints rising in the UK. Author: James Gladwish Telecoms has always been important at Christmas, with families and friends keeping in touch by telephone for many years. According to its latest customer service report complaints against telecoms companies are increasing.

Multichannel 61

Multichannel CRM Contact Center Customer Service 61

Eptica

MAY 3, 2017

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

Customer Service 49

Customer Service Wait times Multichannel Self service 49

Eptica

APRIL 18, 2016

Date: Monday, April 18, 2016 Hanging on for telecoms customer service. Author: Pauline Ashenden In the past telecoms has gained a reputation for poor customer service. Its latest data found that the total volume of telecoms and pay TV complaints decreased between Q3 and Q4 2015. Published on: April 18, 2016.

Multichannel 49

Multichannel Customer Service Upselling Customer Experience 49

Spearline

JULY 11, 2019

This direct, personal relationship should prove to be efficient in gaining success with customers. According to a RightNow Technologies Customer Experience Report, 86% of adults are willing to pay more for better customer experience, and 73% of US adults said a friendly customer service made them fall in love with a brand.

Telecommunications 63

Telecommunications Enterprise Customer retention Sales 63

aircall

MAY 11, 2018

Do you use the call tagging feature? We actually have mandatory call tagging turned on for support-related calls. This ensures we know exactly why our customers are calling. A lot of times the fix is simple, but if it requires help — maybe from our engineers — I’ll add another appropriate tag and forward it to them.

Technical Support 88

Technical Support Analytics APIs Engineering 88

NobelBiz

FEBRUARY 22, 2022

From the initial interaction, you can anticipate your clients’ needs and deliver an exceptional customer experience. Creating a personalized customer experience In 2022, creating a seamless and integrated consumer experience has emerged as the pinnacle of communication. A single carrier rather than a reseller.

voip 52

voip Contact Center Interactive Voice Response Telecommunications 52

Spearline

OCTOBER 1, 2019

CX Day celebrates the professionals and companies that make great customer experiences happen. It’s an opportunity to recognize great customer work, discover professional development opportunities, and strengthen professional networks. “World-class” NPS score! Here at Spearline, we take CX seriously.

Telecommunications 40

Telecommunications Surveys Enterprise Personalization 40

Pointillist

MARCH 1, 2019

However, customers usually escalate to voice calls when companies are unable to resolve issues through digital channels. In this scenario, it becomes important for call centers to excel at customer service and reduce cost-to-serve without negatively affecting the customer experience. In fact, a recent survey of U.S.

First call resolution 75

First call resolution Call Center Self service Analytics 75

Lumoa

DECEMBER 15, 2022

Companies are finding that innovative technologies can make collecting voice of customer analytics more effortless than ever—and these technologies have opened up exciting new possibilities for improving customer experiences. In this article, we’ll go over what Voice of Customer data analytics is and the different types.

Analytics 94

Analytics Feedback Banking Surveys 94

ViiBE Blog

FEBRUARY 9, 2021

ViiBE’s internal collaborators have access to a call center that connects them instantly with the right experts through a tag system. With this, the technician can select the mechanical expertise tag as well as the call center or region that he or she is calling from. Lessons learned” knowledge.

Management 52

Management Construction Best practices Call Center 52

Eptica

FEBRUARY 23, 2016

However, a new report by consultants McKinsey points out the downsides of focusing solely on individual touchpoints rather than also keeping an eye on the bigger picture of the overall customer journey. 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

NobelBiz

OCTOBER 17, 2023

By providing easy-to-use, integrated, and real-time analytics tools, we ensure that call centers can harness the power of their data to improve operations, enhance customer experience, and drive growth. If you need to improve your customer experience, a Free NobelBiz Consultation might be the best place to start.

Call Center 59

Call Center Management Contact Center Analytics 59

TechSee

JUNE 1, 2021

This gig-based economic format has spread to the customer service function – known as GigCX – where freelance customer support agents are sourced to perform on a per-task basis. This self-service provides added value to gig customer service workers who don’t have to wait in a queue for a supervisor’s approval.

Customer Service 109

Customer Service Upselling outsourcing Self service 109

Eptica

AUGUST 26, 2015

Author: Pauline Ashenden Over the last ten years, customers have become increasingly more demanding in terms of the service that they expect from companies. Share this page on: Tweet.

Multichannel 71

Multichannel Finance Government Surveys 71

Eptica

MARCH 11, 2016

However, UK brands are struggling to cope with the emails they receive , with performance overall worsening according to the latest Eptica Multichannel Customer Experience Study. All of these facts demonstrate that email is still a vital part of how every business interacts with consumers and delivers customer service.

Multichannel 49

Multichannel Customer Service Banking Metrics 49

Eptica

MARCH 23, 2016

Author: Chris Eideh Categorie(s): Customer Engagement Customer Experience Customer Service Marketing Multichannel Customer Service Retail Social Media Telecoms For the majority of us, buying something that we really want gives us an emotional buzz. Share this page on: Tweet. Share this page on: Tweet.

Multichannel 50

Multichannel Sales CRM Customer Service 50

Eptica

JULY 27, 2016

Whatever the industry, consumers demand the highest standards of customer service – as the YOPA research shows, fail to provide what they are looking for and they’ll have no qualms about heading to your rivals. Share this page on: Tweet.

Multichannel 50

Multichannel Customer Service Airlines Contact Center 50

Eptica

JUNE 27, 2018

Author: Olivier Njamfa - CEO & Co-Founder Everyone talks about the importance of the customer experience – from CEOs downwards. It involves emotion Customer experience is not just based on pure cold hard facts. Research from McKinsey on customer onboarding at a telecoms provider backs this up.

CRM 55

CRM Best practices Customer Experience Analytics 55

Netomi

APRIL 7, 2022

To provide customers with a seamless, personalized, and connected experience, across all channels. When it comes to service desk platforms (aka agent desks) that help accomplish this feat of providing a best-in-class customer experience, there are no shortage options available. What is Zendesk? Help Scout.

CRM 52

CRM Brand ambassadors Analytics Chatbots 52

Eptica

OCTOBER 23, 2019

Therefore it needs to be led from the top, with the CEO demonstrating the importance of being customer - centric and encouraging the entire business to move in the same direction. The benefits are tangible – brands that transform customer experience see greater revenues, lower costs and more committed and productive employees.

Customer centricity 50

Customer centricity Best practices Benchmark Government 50

Spearline

APRIL 30, 2019

Customer experience testing. Customer experience testing. Our platform enables enterprises and telecommunications service providers to test connectivity and quality on global telecoms networks, testing automatically at volume. Customer-experience testing. Customer experience testing.

Telecommunications 40

Telecommunications Enterprise Customer Experience Sales 40

Eptica

DECEMBER 23, 2015

For retailers, the gap between fulfilling last minute orders and the start of the sales is now measured in hours, while consumer electronics manufacturers have to be ready to deal with any queries from customers trying to get their new gadgets up and running. Share this page on: Tweet.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 49

Eptica

OCTOBER 5, 2015

Held in Singapore between 16-17 th September , the conference, and associated expo, brought together the APAC customer experience community to learn and share best practice on the overall theme of “ Being Customer Centric.” How happy are customers? What are they asking about? Share this page on: Tweet.

Customer centricity 65

Customer centricity Self service Best practices Customer Experience 65

Pointillist

MARCH 1, 2019

However, customers usually escalate to voice calls when companies are unable to resolve issues through digital channels. In this scenario, it becomes important for call centers to excel at customer service and reduce cost-to-serve without negatively affecting the customer experience. In fact, a recent survey of U.S.

First call resolution 40

First call resolution Call Center Self service Analytics 40

Eptica

NOVEMBER 18, 2015

Given that over half (56%) of Britons want a response within 4 hours , this lack of speed will damage the overall customer experience too. If you would like to discuss any of the findings or schedule a demo of Eptica’s multichannel customer interaction management software, please don’t hesitate to contact us.

Customer Service 75

Customer Service Multichannel Transportation Self service 75

NobelBiz

NOVEMBER 26, 2021

A well-functioning contact center may benefit both your customers and the agents themselves, in addition to improving your business income. After all, Customers appreciate organizations who go out of their way to deliver a positive customer experience. Queuing allows you to respond to all of your clients more quickly.

Best practices 52

Best practices Management Contact Center Cloud contact 52

Comm100

JUNE 15, 2020

These results almost identically mirror the benefits that intelligent chatbots can provide customer service teams. This requires training your bot on the topics – ‘intents’, in bot lingo – that your customers will bring up. Take Tangerine, an Australian telecom company, for example.

Chatbots 64

Chatbots Benchmark Wait times Engineering 64

Eptica

MARCH 8, 2016

Both of these new features show that Twitter is coming of age as a customer service channel. This is backed up by Eptica’s own research – in the 2016 Multichannel Customer Experience Study , Twitter was the fastest, most accurate, and most offered, channel for digital customer service, beating Facebook, email and chat.

Multichannel 50

Multichannel Customer Service Airlines CRM 50