Eptica

SEPTEMBER 30, 2015

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. Unfortunately the study, which involved 10,177 consumers evaluating 272 brands, mirrors other research.

Customer Experience 83

Customer Experience Multichannel Advertising Contact Center 83

Eptica

JANUARY 8, 2016

33% of shoppers bought using their smartphones over the Thanksgiving/Black Friday period , with sales up 70% from 2014. 86% of consumers say they discover new brands or products using their mobile device , while Deloitte estimates that mobile influenced over 1 trillion dollars in sales in 2014. Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Self service Contact Center 49

Customer Interactions

JULY 7, 2015

Topics covered include contact center frustrations, managing multichannel contact centers, and the value of customer experience innovations. Our team put a great deal of care into cherry-picking the articles for this week’s edition of CX Buzz. We recommend you take notes as you breeze through these articles.

Multichannel 28

Multichannel Contact Center Customer Experience Management 28

Eptica

MARCH 4, 2016

Author: Pauline Ashenden Over the past five years Eptica has regularly evaluated the multichannel customer experience offered by 100 of the UK’s biggest brands , across ten sectors. Back in 2014 in a survey by Gartner , 89% of companies predicted that in 2016 they would be competing mostly on the customer experience they offered.

Multichannel 50

Multichannel Self service Advertising Surveys 50

Customer Interactions

JULY 7, 2015

Topics covered include Predictive Analytics, VoC programs, and multichannel contact centers. There were many fantastic reads to choose from this week, but we selected the final top 5 for their quality of content and delivery.

Multichannel 28

Multichannel Analytics Contact Center 28

Eptica

JANUARY 6, 2016

Showing the consistent appeal of evergreen content, this post from 2014 continues to attract many readers. In today’s multichannel world, consumers have a wide choice of ways to make contact with a company and they expect excellent service across every one of them. To find out more click here. Share this page on: Tweet.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

Eptica

JANUARY 27, 2016

Back in 2014, Comcast found this when a customer looking to cancel published an audio recording of one of its agents refusing to let him do so. But more importantly social media is a very public place, where it is easy to broadcast issues to the entire world , meaning that a single case of poor service can go viral very quickly.

Customer Service 50

Customer Service Multichannel Contact Center Government 50

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. On average the number of calls to the contact center fall by over 30%, and emails by more than 50%.

Self service 51

Self service Multichannel Contact Center Feedback 51

Eptica

DECEMBER 11, 2015

In 2014 7% said they found it impossible or extremely difficult to find information on retailers’ websites – yet in 2015 this had trebled to 21%. Whether it is around delivery times, costs or returns policies, if websites don’t provide the right answers to customer queries consumers may well go elsewhere.

Customer Service 49

Customer Service Multichannel Self service Contact Center 49

Avaya

APRIL 3, 2017

In fact, in 2014, over 40 % of customers were already using up to seven different service channels including live chat, email, social media, SMS and traditional phone. As we’ve mentioned time and again, gaining a 360-degree view of the customer means serving both contact center and non-contact center environments within a company.

Contact Center 57

Contact Center Journey mapping Finance APIs 57

Kayako

JANUARY 5, 2017

Yet, relatively few contact centers have focused on providing a consistent customer experience. Forrester’s latest consumer survey about channel usage for customer service , reported that the use of the help/FAQ pages on a company website for customer service increased from 67% in 2012 to 76% in 2014.

Omni-channel support 38

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

Fonolo

FEBRUARY 7, 2013

How to Eliminate Hold Time in Your Contact Center: What’s the difference between average speed of answer and average wait time? How to Calculate Hold Time in a Call Center. What causes long call center hold times? How to Reduce Hold Time in Your Contact Center.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

Comm100

FEBRUARY 16, 2018

That is why reducing customer effort was voted the number one priority for contact centers in 2018. This statistic comes from CCW Digital’s latest Winter Executive Report – a report that analyzes the customer service priorities of several organizations to discover the most popular goals and strategies for call centers in 2018.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40

Comm100

FEBRUARY 6, 2018

Although Comm100 is primarily a customer service software, it also acts as a sales solution, helping contact centers convert leads and upsell products in real time, just as a salesperson might do in a brick-and-mortar store. Hubspot opens marketing up well beyond email, creating a multichannel marketing experience for its users.

CRM 41

CRM Enterprise SaaS Marketing 41