Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

Customer Service 49

Customer Service Multichannel Benchmark Contact Center 49

Avaya

DECEMBER 1, 2016

The latest release of Avaya IP Office Contact Center takes into account midsize businesses’ needs and requirements for simplicity and affordability, and the desire to deliver a top-notch customer experience. Integrate Multichannel Customer Contact into Your Strategy. Tips for Creating an Outstanding Customer Experience.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Eptica

OCTOBER 30, 2015

Date: Friday, October 30, 2015 Which sectors offer the worst customer experience? Published on: October 30, 2015. Therefore every brand, irrespective of sector, needs to benchmark themselves against the best and continuously innovate to win and retain customers. What makes customer experience difficult?

Customer Experience 75

Customer Experience Transportation Multichannel Wireless 75

COPC

APRIL 14, 2016

Judi is providing an in-depth exploration of the findings from the 2015 Customer Experience Management Benchmark (CXMB) Survey — a joint venture between COPC Inc. To meet Judi at the IARE Symposium, contact her at jbrenstein@copc.com. will return to exhibit at Call Center Week. Judi Brenstein of COPC Inc.

Benchmark 40

Benchmark Journey mapping Airlines Contact Center 40

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. Contact Center and CX Research and Reports.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

NICE inContact

NOVEMBER 12, 2019

multichannel customer service? Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017. With multichannel, the customer would have to end the chat session, then call in to speak to a live agent.

Multichannel 54

Multichannel Benchmark Contact Center Self service 54