Eptica

JANUARY 20, 2016

Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? As always, leading analysts have provided their own thoughts, and in this blog I’d like to look at trends highlighted by Forrester and Gartner. Eptica research backs up the need to make self-service easier.

Customer Service 49

Customer Service Self service CRM Analytics 49

Avaya

APRIL 6, 2016

For a limited time, we are offering companies of any size the opportunity to replace and upgrade their current contact center solutions with Avaya’s leading offerings at up to 60% off standard pricing. First, Avaya’s complete solution includes self-service, mobile video, and omnichannel.

Contact Center 40

Contact Center contact center solutions Self service Technology 40

Creative Virtual

JUNE 2, 2020

Newer channels, such as messaging apps, have entered the mix and preferences are shifting more and more towards digital self-service as a first choice. Yet even with these changes, customers still sometimes want or need to reach out to a human agent in the contact centre.

Virtual Agent 52

Virtual Agent Self service Surveys Chatbots 52

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. The preference to use self service is on the rise, and can be a money saver for the company and a time saver for the customer.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Enghouse Interactive

APRIL 28, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Using the right approach will enable your organization to deliver better service, protect callers and agents and ensure customer contacts result in positive outcomes.

Quality management 40

Quality management Management Scripts Call flow 40

Enghouse Interactive

MAY 21, 2019

Today, we’d like to give you some insight into the ways omni-channel recording and quality management in the contact center can save your organization money. Using the right approach will enable your organization to deliver better service, protect callers and agents and ensure customer contacts result in positive outcomes.

Quality management 40

Quality management Management Scripts Call flow 40

Sykes

MARCH 5, 2019

This demonstrates SYKES putting a stake in the ground with RPA which, combined with its core business process expertise and other complementary services, placed SYKES as the leader for vision and go-to-market strategy in our Customer Engagement Operations Top Ten.”.

Marketing 75

Marketing Technical Support Enterprise Transportation 75

Avaya

MAY 4, 2016

It offers 173 smart services under nine apps, that can help customers complete their transactions with a click of the finger through the automation of the main services the authority provides. In 2015, the centre handled over 2.5

Transportation 44

Transportation Interactive Voice Response Government Customer Care 44

Brad Cleveland Blog

MAY 8, 2015

How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. The questions included both channels supported and the percentage of total contact volume.

Multichannel 20

Multichannel Contact Center Multi-channel support Self service 20

Brad Cleveland Blog

MAY 8, 2015

How many organizations are using various contact channels? Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. The questions included both channels supported and the percentage of total contact volume.

Multichannel 20

Multichannel Contact Center Multi-channel support Self service 20

Avaya

JUNE 21, 2016

If you’ve been following Avaya’s news over the past few months, you may recall that in March we talked about customer service being the new competitive battleground, and how Avaya is helping customers win the battle. Then in late May, we announced we were “raising the bar on the self-service customer experience.”

Enterprise 45

Enterprise APIs Contact Center Engineering 45

Comm100

JANUARY 14, 2016

According to Forrester Research , 42% of the global population will own a smartphone by the end of 2015. As a result, you should create strategies to maximize the availability and accessibility of your customer service options. Self-Service Tools – Good for Everyone. billion PC users.)

Customer Service 0

Customer Service Self service Advertising Airlines 0

Brad Cleveland Blog

OCTOBER 8, 2015

Are we doing enough to enable customer self-service? Source: Zendesk, 2013) Only 26% of companies offer self-service tools for consumers via their mobile application. Forrester, 2015).

Self service 20

Self service Contact Center Call Center Customer Experience 20

Brad Cleveland Blog

OCTOBER 8, 2015

Are we doing enough to enable customer self-service? Source: Zendesk, 2013) Only 26% of companies offer self-service tools for consumers via their mobile application. Forrester, 2015).

Self service 20

Self service Contact Center Call Center Customer Experience 20

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. self-service. of companies.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Avaya

DECEMBER 6, 2016

These channels range from human interaction (like speaking with a contact center agent) to fully automated interactions to assisted service (like live chat and co-browsing). In fact, a 2015 study conducted by PwC found that 43% of companies obtain little tangible benefit from their data, while 23% derive no benefit whatsoever.

Big data 66

Big data Customer Experience Analytics Self service 66

Avaya

OCTOBER 27, 2016

Earlier this month, the CFI Group, which issues the annual American Customer Satisfaction Index, issued the Contact Center Satisfaction Index (CCSI). Here are some of the key findings : The index shows a four-point decrease in customer satisfaction from 2015 to 2016, sliding to the lowest score in the nine-year history of the report.

Customer Experience 69

Customer Experience Contact Center Interactive Voice Response Self service 69

NICE inContact

NOVEMBER 12, 2019

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. The post What You Need to Know About Omnichannel appeared first on NICE inContact Blog.

Multichannel 54

Multichannel Benchmark Contact Center Self service 54

Eptica

DECEMBER 11, 2015

Date: Friday, December 11, 2015 Festive failings in UK customer service. Published on: December 11, 2015. In this previous blog we discussed the key trends in the United States. An infographic illustrating the 2015 Eptica Retail Black Friday Customer Experience Study is available here. Share this page on: Tweet.

Customer Service 49

Customer Service Multichannel Self service Contact Center 49

Eptica

MARCH 4, 2016

The number of companies that made email available to non-customers decreased by 10% in 2015 and the average time taken to answer emails increased by nearly 5 hours, up to 34 hours 15 minutes. In 2015 26% of companies claimed to offer chat though just 8% of companies had it working when tested. Share this page on: Tweet.

Multichannel 50

Multichannel Self service Advertising Surveys 50

Comm100

JUNE 13, 2018

Live chat provides businesses with valuable sales and customer service opportunities that aren’t possible through any other channel. During the holiday season, many contact centers experience high call volumes. Enable and Encourage Self-Service. Free Download] Ultimate Guide to Building a Live Chat Dream Team.

Self service 52

Self service Chatbots Advertising Sales 52

Stratifyd

MARCH 6, 2019

Stratifyd’s driving force has remained the same since our start in 2015: To democratize data so every employee can make sense of it and contribute data-driven decisions. Our platform harnesses the power of AI and bridges the gap between data and self-service analytics. Data Democratization.

Analytics 55

Analytics Government Feedback Self service 55