Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. Author: Michael Cheung The immediacy and reach of Twitter means it has become a vital channel for customer service. times over the past two years. Share this page on: Tweet.

Customer Service 97

Customer Service Multichannel B2C Banking 97

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. To find out, the Eptica Multichannel Customer Experience Study evaluated their performance at answering routine questions over email , Twitter , chat, and on their websites. Share this page on: Tweet.

Multichannel 76

Multichannel Customer Service Banking Self service 76

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. A further four companies had over 400 complaints per 100,000, within the three months between April and June 2015. This is one reason for continued high call volumes to utility contact centers.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. While organizations are accelerating their efforts, in its 2015 Customer Experience Index for Europe , the analyst found that no company in France, Germany or the UK yet delivered a superior experience.

Customer Experience 75

Customer Experience Multichannel Banking Customer centricity 75

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. Given this importance of customer experience, the recent KPMG Nunwood 2015 UK Customer Experience Excellence Centre report , paints a worrying picture for British organizations. Share this page on: Tweet.

Customer Experience 83

Customer Experience Multichannel Advertising Contact Center 83

Eptica

SEPTEMBER 18, 2015

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. Published on: September 23, 2015. This gap between best and worst replicates Eptica’s findings in the 2015 UK Multichannel Customer Experience Study. Those that were 1% below saw sales decrease by 1%.

Multichannel 76

Multichannel Customer Service Brand ambassadors Self service 76

Eptica

DECEMBER 18, 2015

Date: Friday, December 18, 2015 Telecoms customer complaints rising in the UK. Published on: December 18, 2015. Q3 2015 figures show that the total volume of complaints about mobile, fixed line, broadband and pay-TV providers grew from Q2, with broadband and fixed line operators generating the most issues.

Multichannel 61

Multichannel CRM Contact Center Customer Service 61

Vonage

FEBRUARY 23, 2017

According to The 2015 Global State of Multichannel Customer Service Report , expectations around customer service are increasing. The 2015 Global State of Multichannel Customer Service Report indicates that customers are more comfortable than ever making purchases without the help of a sales rep.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. The 2015 Eptica Multichannel Customer Experience Study evaluated midsize retailers on their ability to answer routine enquiries via email, the web, chat, Twitter and Facebook.

Multichannel 49

Multichannel Customer Service CRM Automotive 49

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Published on: August 14, 2015. Be totally multichannel. Customers want to be able to contact you through different channels, dependent on their circumstances. Three factors have dramatically changed this.

Banking 85

Banking Multichannel Customer Experience Finance 85

Eptica

NOVEMBER 11, 2015

Date: Wednesday, November 11, 2015 Comparing the retail customer experience in the United States and United Kingdom. Published on: November 11, 2015. Author: Pauline Ashenden Thanks to the internet, retail is a global industry, with companies now facing competition from peers around the world. Share this page on: Tweet.

Multichannel 75

Multichannel Customer Experience Self service Advertising 75

Eptica

MARCH 31, 2016

According to the latest Eptica Multichannel Customer Experience Study , the good news is that most companies understand this, with the web remaining the strongest channel for providing accurate answers to consumer queries. Entertainment retailers propped up the bottom of the table, dropping 8% since 2015, to a score of just 57%.

Multichannel 49

Multichannel Entertainment Customer Service Banking 49

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. Here’s a summary of the findings:

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. Here’s a summary of the findings:

Multichannel 20

Multichannel Contact Center Multi-channel support Self service 20

Eptica

DECEMBER 23, 2015

Date: Wednesday, December 23, 2015 How customer service techniques can ensure a stress-free Christmas. Published on: December 23, 2015. As consumers communicating with the contact center demand fast answers to their queries, so set expectations on what you are going to do, and by when, so that everyone knows what is going to happen.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 49

Revation Systems

JANUARY 3, 2018

A recent Global State of Multichannel Customer Service Report issued by Microsoft states that 60 percent of consumers have higher expectations for customer service now than they did just one year ago. As reported by ICMI , 86 percent of contact centers now offer multichannel support. contact centers spend $12.4

Call Center 48

Call Center Multichannel Virtual Agent Contact Center 48

Eptica

SEPTEMBER 18, 2015

Date: Friday, September 18, 2015 The six ways web self-service improves your customer experience. Published on: September 18, 2015. Whether deployed on a company website, Facebook page, or even to agents within the contact center , web self-service delivers benefits in six key ways: 1. for email and £3.87

Self service 78

Self service Customer Experience Multichannel Contact Center 78

Eptica

JUNE 3, 2016

Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. This means understanding how their customers want to use their mobile devices to contact them and putting in place the right, multichannel resources to support them.

Customer Service 56

Customer Service Multichannel Airlines Self service 56

Eptica

JULY 27, 2016

Profits rose by more than a third, to over €2 billion in 2015. Whatever the industry, consumers demand the highest standards of customer service – as the YOPA research shows, fail to provide what they are looking for and they’ll have no qualms about heading to your rivals. Share this page on: Tweet.

Multichannel 50

Multichannel Customer Service Airlines Contact Center 50

Eptica

MARCH 18, 2016

Therefore, you’d expect customer service to be continually improving, but the 2016 Eptica Retail Multichannel Customer Experience Study found that this isn’t the case. UK retailers successfully answered 59% of questions asked on Facebook, compared to 55% on email (down from 58% in 2015), and 45% (up 2% year on year) on Twitter.

Multichannel 49

Multichannel Entertainment Customer Service Self service 49

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. There are two consequences of this – customers become more and more annoyed and contact centers are overwhelmed by even more queries, many of which are simply duplicates. Share this page on: Tweet.

Multichannel 74

Multichannel Self service Contact Center Morale 74

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

JUNE 1, 2016

These points are backed up by the latest Eptica Multichannel Customer Experience Study , which highlights that the adoption of chat by UK brands is on an upward curve. For example in the 2014, 13% of companies claimed to offer it, and in 2015 this doubled to 26%. In the 2016 study it again grew exponentially, to 44% of brands surveyed.

Multichannel 49

Multichannel Customer Service Contact Center Surveys 49

Eptica

FEBRUARY 5, 2016

Author: Neil Cox In 2015 the US Census Bureau reported that Millennials outnumbered Baby Boomers for the first time , meaning they now make up a quarter of the population. Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. They want their views to be acted on (fast!),

Multichannel 51

Multichannel Self service Contact Center Feedback 51

Eptica

OCTOBER 30, 2015

Date: Friday, October 30, 2015 Which sectors offer the worst customer experience? Published on: October 30, 2015. Author: Pauline Ashenden While all industries need to ensure they are delivering an excellent customer experience, some seem to be intrinsically better at it than others. Share this page on: Tweet.

Customer Experience 75

Customer Experience Transportation Multichannel Wireless 75

Eptica

DECEMBER 9, 2015

Date: Wednesday, December 9, 2015 5 Ways of improving handling times this Christmas. Published on: December 09, 2015. Based on my experience working with contact centers, I can recommend these five areas to help improve handling times: 1. Again, this saves time without impacting the service provided.

Multichannel 50

Multichannel Contact Center Self service Service level 50

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. Equally, you can use technology such as linguistics to analyze incoming interactions to your contact center, enabling you to pinpoint consumers that have sent positive emails, tweets or Facebook messages.

Customer Service 71

Customer Service Multichannel Contact Center Best practices 71

Eptica

NOVEMBER 27, 2015

Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. Published on: November 27, 2015. Author: James Gladwish According to new academic research people check their smartphones 85 times a day and use them for a daily average of 5 hours. Share this page on: Tweet.

Customer Experience 51

Customer Experience Multichannel Advertising Banking 51

Eptica

DECEMBER 16, 2015

Date: Wednesday, December 16, 2015 Customer service in a multigenerational world. Published on: December 16, 2015. At the same time answers will need to be consistent, across every demographic, so make sure you have a centralized knowledge base in place to share information across your contact center agents and channels.

Customer Service 48

Customer Service Multichannel Transportation Entertainment 48

Eptica

NOVEMBER 13, 2015

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. Published on: November 13, 2015. Author: Dharmesh Ghedia Banks and other financial service providers are facing unprecedented challenges. Share this page on: Tweet.

Banking 77

Banking Customer Experience Finance Multichannel 77

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

JUNE 8, 2016

The latest Eptica Multichannel Customer Experience Study suggests that both airlines and package operators are struggling to cope with the move to digital. They want the peace of mind of knowing they have the right answer, however they make contact. Given these factors, how is the sector performing when it comes to customer experience?

Airlines 49

Airlines Multichannel Customer Experience Contact Center 49

Eptica

AUGUST 5, 2016

Overall CX is improving Since the last report in Q3 2015 18% of the 319 brands surveyed had improved their scores significantly. Based on consumer research into how customer experience strengthens loyalty, it shows both individual company scores and how the wider economy is performing. Share this page on: Tweet.

Multichannel 50

Multichannel Wireless Self service Contact Center 50

Eptica

APRIL 26, 2016

These findings come from the Eptica Multichannel Customer Experience Study , which has tracked the changing face of customer service in the UK, France and latterly the United States , over the last five years. You can download the full Study (in French) here , but these are the top five conclusions: 1. Share this page on: Tweet.

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

Eptica

JULY 6, 2016

Given this pressure, along with the need to operate as efficiently as possible, how are contact centers evolving to meet changing needs? The report is based on a survey of 221 UK contact centre managers working across 11 different vertical industries ranging from small contact centers of up to 50 agents to those with 200+ agents.

Customer Service 49

Customer Service Multichannel Contact Center Surveys 49

Eptica

JUNE 24, 2016

In 2015 he published a report looking at the difference in revenue growth between pairs of similar businesses in five sectors (cable communications, airlines, investments, retail and health insurance). Business success depends on a wide variety of factors and it can be hard to isolate customer experience in dollar figures.

Customer Experience 50

Customer Experience Multichannel Airlines Self service 50

Sykes

MARCH 5, 2019

While traditional contact centers continued to score well in terms of execution, this year’s report noted a significant difference in the results for the innovation categories, with information technology (IT) service providers and consultancies leading the pack. Its Americas and EMEA regions primarily provide customer?engagement

Marketing 75

Marketing Technical Support Enterprise Transportation 75