Eptica

JUNE 15, 2016

No wonder that Forrester’s research found that more people now use web self-service than the telephone to contact companies , with usage increasing from 67 percent of respondents in 2012 to 76 percent in 2014. Share this page on: Tweet.

Self service 51

Self service Multichannel Contact Center Feedback 51

VocalCom

JUNE 16, 2020

Vocalcom has been deploying Cloud Contact Center solutions since 2012, enabling organizations with the latest innovations to improve agents’ productivity and customer experience. The post « The COVID-19 pandemic has put to the fore the importance of the contact center », Carlo Costanzia appeared first on Vocalcom Blog.

Contact Center 62

Contact Center Cloud contact contact center solutions Call center experience 62

VocalCom

JUNE 18, 2020

Vocalcom has been deploying Cloud Contact Center solutions since 2012, enabling organizations with the latest innovations to improve agents’ productivity and customer experience. The post Cloud, the ‘New Normal’ for business continuity and performance appeared first on Vocalcom Blog.

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

Livepro

JULY 17, 2018

The team also accredited with; AusContact, Victorian Contact Centre of the Year 2012, 13 & 16. Topic: ‘Demystifying multichannel customer experience’ Lyn Trewenack is the national consulting director for BBB Advisory. Luke was also awarded Victorian Contact Centre Manager of the year 2013.

Transportation 40

Transportation Government Multichannel Consulting 40

CSM Magazine

DECEMBER 8, 2015

Training and staff retention was cited as the top challenge by 33 percent of respondents, a big shift from ASQ’s last customer service survey in 2012, when it was rated as the least significant challenge. Results indicated little disparity from country to country.

Multichannel 40

Multichannel Surveys CRM Consulting 40

Sykes

MARCH 18, 2019

The acquisition of Alpine Access in 2012 also differentiated SYKES with an established, reliable and secure home-based service option that allows for rapid scalability and flexibility. engagement solutions and services with an emphasis on inbound multichannel demand generation, customer service and technical support to its clients’ customers.

Technical Support 16

Technical Support Enterprise outsourcing Business Process Outsourcing 16

COPC

MARCH 28, 2017

–Only 26% of companies think they are providing a consistent experience when customers engage their companies through a multichannel approach. Sixty-four percent of companies do not measure multichannel performance against single-channel performance. Only 15% of companies monitor the entire customer experience. About the CXMB Series.

Surveys 40

Surveys Multichannel Customer Experience Benchmark 40

RichCall

SEPTEMBER 13, 2017

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. In fact this number increased from 67% in 2012 to 84% in 2015. Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Eptica

NOVEMBER 1, 2017

That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study. Our annual UK study, which we’ve been conducting since 2012 , evaluates real-world online customer experience. Benchmark against the top performing customer experience leaders in your own and other sectors.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

Fonolo

MARCH 13, 2019

It’s true that overall global SMS volume is declining (it peaked in 2012). We still have the major vendors all fighting for adoption as the future for business-to-person communication. SMS benefits from this lack of a clear winner. It’s lost a lot of the casual person-to-person communication to the proprietary messaging channels.

Personalization 57

Personalization Metrics Customer Experience Customer Service 57

Kayako

JANUARY 5, 2017

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Most consumers expect ready access to support or help.

Omni-channel support 38

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