Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. Share this page on: Tweet.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

ForeSee

DECEMBER 17, 2015

We’re thrilled to share with you all the delectable customer experience insights we uncovered in the eleventh annual ForeSee Experience Index (FXI) , our study that focuses on holiday retail. The post The 2015 ForeSee Experience Index (FXI): Retail Edition is Here! appeared first on ForeSee.

Surveys 40

Surveys Customer Experience Multichannel Analytics 40

COPC

SEPTEMBER 25, 2018

The most recent installment of the Customer Experience Management Benchmark (CXMB) Series was released during Execs In The Know Customer Response Summit, which took place September 11-12 in Marina del Rey, California. Topics include resolution rates, satisfaction and opinions on artificial intelligence (AI)-powered solutions.

Multichannel 40

Multichannel Benchmark Surveys Customer Experience 40

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. Given these challenges, how are they coping with becoming more customer centric? recently released a new report aimed at helping them deliver customer service excellence.

Multichannel 49

Multichannel Customer Service CRM Automotive 49

Eptica

MARCH 31, 2016

Being able to find answers to their questions quickly is therefore a vital part of the customer experience. 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.

Multichannel 49

Multichannel Entertainment Customer Service Banking 49

CSM Magazine

DECEMBER 2, 2015

billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. This is according to new research from multichannel customer engagement software provider Eptica. 37% of Britons are unhappy with the experience in store, with 27%. Despite record UK sales of £1.1

Customer Experience 40

Customer Experience Multichannel Sales Service level 40

CSM Magazine

NOVEMBER 3, 2015

Email delivers the fastest and most accurate customer service in US retail, far exceeding social media and other channels, according to new research from multichannel customer engagement software provider Eptica. ” The 2015 Eptica Retail Multichannel Customer Experience Study evaluated 500 of the biggest US retailers.

Multichannel 40

Multichannel Customer Service Automotive Advertising 40

Eptica

AUGUST 26, 2015

Date: Wednesday, August 26, 2015 Why APAC consumers are the most demanding in the world. Published on: August 26, 2015. Author: David Chew Across the globe, companies are under increasing pressure to deliver a superior customer experience if they want to win and retain consumer loyalty. Share this page on: Tweet.

Multichannel 59

Multichannel Self service Sales Service level 59

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

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%. Share this page on: Tweet.

Multichannel 49

Multichannel Customer Service Contact Center Surveys 49

COPC

JANUARY 21, 2016

New Survey Reveals Disconnect in Perception About Meeting Expectations. . In 2015, companies surveyed said that 79% of the time they generally met the needs and expectations of their customers. It also shows the distance that companies need to travel to create a customer experience that is effortless and memorable.

Multichannel 40

Multichannel Surveys Benchmark Customer Experience 40

Eptica

DECEMBER 16, 2015

Date: Wednesday, December 16, 2015 Customer service in a multigenerational world. Published on: December 16, 2015. Be multichannel While there is no direct correlation between age and the channels that customers want to use, the multigenerational world means that companies need to offer a full range of ways of making contact.

Customer Service 48

Customer Service Multichannel Transportation Entertainment 48

Eptica

AUGUST 5, 2016

Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. Based on consumer research into how customer experience strengthens loyalty, it shows both individual company scores and how the wider economy is performing.

Multichannel 50

Multichannel Wireless Self service Contact Center 50

Eptica

JUNE 7, 2017

The one weapon that insurance brands can wield to meet the challenge is customer experience. McKinsey estimates that CX leaders in the insurance market are 80% more likely to retain customers, and have been able to grow sales at double the rate of CX laggards.

Multichannel 49

Multichannel Marketing Personalization Surveys 49

Eptica

JULY 6, 2016

Providing a view into the industry, the UK Contact Centre Decision-Makers’ Guide from analysts Contact Babel provides a rich and detailed picture of the state of the contact center industry today, covering a variety of factors from technology investments, to the channels that customers prefer for making complaints.

Customer Service 49

Customer Service Multichannel Contact Center Surveys 49

COPC

APRIL 14, 2016

at customer experience events throughout the world. 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. This global events calendar provides you an overview of where you can find COPC Inc.

Benchmark 40

Benchmark Journey mapping Airlines Contact Center 40

CSM Magazine

DECEMBER 1, 2021

Born between 1997 and 2015, this generation accounts for nearly 25% of today’s workforce. Flexibility – when Calabrio surveyed more than 250 contact centre professionals recently, after higher pay (55%) the thing agents wanted most was flexibility (34%). Take Generation Z, Gen Z or Zoomers as they are fondly called. Aim for: 1.

Multichannel 64

Multichannel Analytics Surveys Chatbots 64

Comm100

AUGUST 23, 2018

The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018. Organic Mobile Experiences Blur Channel Lines. Multichannel” and “omnichannel” have been buzzwords for years now. Is it in-store, in-app or online?

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Comm100

NOVEMBER 13, 2022

Meet your customers’ CX expectations with Comm100 Omnichannel – the AI-powered, secure omnichannel customer engagement platform. Omnichannel vs multichannel support. When discussing what is omnichannel customer service , it’s vital to distinguish its differences to multichannel support. Find out more.

Customer Service 85

Customer Service Multichannel Chatbots Healthcare 85

Eptica

AUGUST 26, 2015

Date: Wednesday, August 26, 2015 Dealing with the rising number of customer complaints. Published on: August 26, 2015. Author: Pauline Ashenden Over the last ten years, customers have become increasingly more demanding in terms of the service that they expect from companies. Share this page on: Tweet.

Multichannel 71

Multichannel Finance Government Surveys 71

Eptica

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? 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. Consistency and multichannel service was also poor.

Multichannel 50

Multichannel Self service Advertising Surveys 50

Eptica

APRIL 29, 2016

In order to enable these meaningful conversations , insurers need to focus on delivering what customers want, efficiently, across a growing number of channels. To find out, the Eptica Multichannel Customer Experience Study evaluated their performance when it comes to customer service.

Multichannel 48

Multichannel Customer Service Self service Contact Center 48

Eptica

DECEMBER 4, 2015

Date: Friday, December 4, 2015 Happy Holidays? How good is retail customer service? Published on: December 04, 2015. Customers are not happy with service levels 35% of American consumers were dissatisfied with the experience they received online during November 2015. part of the research.

Multichannel 49

Multichannel Customer Service Upselling Contact Center 49

CSM Magazine

MARCH 7, 2016

Twitter (48% success rate) and Facebook (44%) are both more accurate and faster at delivering responses, although a lack of consistency between channels is undermining the overall customer experience. This year saw a major growth in those advertising chat (up from 26% to 44%), though just 16% had it available when surveyed.

Multichannel 40

Multichannel Entertainment Customer Service Banking 40

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Companies have traditionally looked to improve customer experience by focusing on particular touch points.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Yet, relatively few contact centers have focused on providing a consistent customer experience. Omni-channel strategy creates a single view of the customer.

Omni-channel support 38

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

Eptica

DECEMBER 11, 2015

Date: Friday, December 11, 2015 Festive failings in UK customer service. Published on: December 11, 2015. By contrast American shoppers are aiming to spend £250 ($382) according to the survey. An infographic illustrating the 2015 Eptica Retail Black Friday Customer Experience Study is available here.

Customer Service 49

Customer Service Multichannel Self service Contact Center 49

CX Journey

FEBRUARY 25, 2016

It was published on their blog on October 15, 2015. How would your customers rate your omnichannel experience? Customer effort is (or should be) a huge area of concern for customer experience professionals; it's major point of contention and frustration for customers. There's a difference!

Customer effort 46

Customer effort Multichannel Journey mapping Metrics 46

COPC

MAY 16, 2018

Instead, many customer experience teams make strategic decisions based on generalizations and assumptions while all too often latching on to the latest customer experience trend. This information can be found in a variety of ways, including benchmarking competitors, consumer research, customer surveys and focus groups.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Donna Peeples , Customer Experience Strategist.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Beyond Philosophy

OCTOBER 15, 2015

consumers said they have stopped doing business with companies that blow it with Customer service. According to the 2015 U.K. State of Multichannel Customer Service Report published by Parature and Microsoft Dynamics CRM, it’s not a moment too soon. They evoke the wrong Customer emotions during the experience.

Customer Service 379

Customer Service Multichannel Self service CRM 379

Eptica

NOVEMBER 25, 2015

Date: Wednesday, November 25, 2015 Consistency – the missing ingredient in retail customer service? Published on: November 25, 2015. Retailers are multichannel, but not consistent So, how good are U.S. retailers in particular at being consistent and multichannel? On the positive side, U.S.

Multichannel 49

Multichannel Customer Service Automotive Finance 49