Contact Center Pipeline

AUGUST 25, 2015

In Pipeline’s 2013 Multichannel Metrics Survey, we asked contact centers for the criteria that they use to determine when to respond and when not to. A key consideration for your social customer service team is determining whether they will respond only to certain types of posts or comments—or everything.

Multichannel 100

Multichannel Customer Service Contact Center Metrics 100

Eptica

SEPTEMBER 30, 2015

It shows there has been scant change to customer service levels, with no overall improvement since 2013. The 2015 Eptica Multichannel Customer Experience Study found that over half of routine customer questions were not answered successfully on digital channels by top UK brands , with little improvement since 2014.

Customer Experience 83

Customer Experience Multichannel Advertising Contact Center 83

Eptica

JULY 27, 2016

Previously it seemed to almost pride itself on customer service that deliberately annoyed travellers, but changed tack after multiple profit warnings in 2013. The result? Profits rose by more than a third, to over €2 billion in 2015. Share this page on: Tweet.

Multichannel 50

Multichannel Customer Service Airlines Contact Center 50

Eptica

FEBRUARY 12, 2016

The six monthly study, which is based on the views of 10,000 customers, has improved by 1 point since January 2015 but is still well below the January 2013 peak of 78.2. This is further demonstrated by the poor scores given by consumers for multichannel performance. points to 77 out of 100. Share this page on: Tweet.

Multichannel 49

Multichannel Customer Service Banking Contact Center 49

Eptica

JANUARY 25, 2017

Satisfaction is at its highest since July 2013 , according to the 10,000 consumers who were asked for their views on companies in 13 different sectors. Overall, consumer satisfaction has risen to 77.8, compared to January 2016, marking the fourth straight improvement in results. Share this page on: Tweet.

Multichannel 51

Multichannel Customer Service Automotive Telecommunications 51

Callminer

FEBRUARY 21, 2018

Craig joined Software Advice in 2013 after two years as CMO and service strategist for the U.S. Scott Sachs is president of SJS Solutions , a consultancy that specializes in the development and deployment of contact center technology. Despite what you might assume, most contact centre QA tools are not multichannel…”.

call center software 210

call center software Call Center Contact Center Analytics 210

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. Contact Center and CX Research and Reports. of companies. omnichannel. personalization.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64