Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. The opportunity is there to turn customers into ambassadors through official programs that recognize happy consumers and reward them for their feedback. Here are five ways to ensure such programs deliver value: 1.

Customer Service 71

Customer Service Multichannel Contact Center Best practices 71

Eptica

OCTOBER 28, 2015

Date: Wednesday, October 28, 2015 6 ways of delivering successful knowledge management projects. Published on: October 28, 2015. Define the part of knowledge in the customer journey Will knowledge be used across the customer journey, and if so, how does it fit in today’s multichannel world?

Management 78

Management Multichannel Self service Contact Center 78

Eptica

NOVEMBER 13, 2015

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. Published on: November 13, 2015. Involving customers and obtaining their feedback is an important part of this process. Author: Dharmesh Ghedia Banks and other financial service providers are facing unprecedented challenges.

Banking 77

Banking Customer Experience Finance Multichannel 77

Eptica

DECEMBER 9, 2015

Date: Wednesday, December 9, 2015 5 Ways of improving handling times this Christmas. Published on: December 09, 2015. And to make sure you are providing the best answer, give agents the chance to provide feedback on the template and suggest improvements if it needs changing. This will save even more time moving forward.

Multichannel 50

Multichannel Contact Center Self service Service level 50

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. To succeed in CX companies therefore need to focus on building emotional understanding and engagement with customers, using their behavior and feedback to create the experience that they require.

Multichannel 50

Multichannel Wireless Self service Contact Center 50

SharpenCX

JANUARY 15, 2020

Alaska Airlines has been steadily climbing on the ACSI Index since 2015. They know the difference between multichannel and omnichannel. That way, in case you miss the chance to fill out a survey by phone, email, or text, you always have a feedback forum. First up: Alaska Airlines. There’s a lot to love about Alaska Airlines.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

CX Journey

APRIL 12, 2016

It was published on their blog on November 18, 2015. In my closing statement, I mentioned that I'd write about a channel that you may not think about when you’re making the transition and the transformation from multichannel to omnichannel experiences. Act on their feedback and concerns. Share customer feedback with them.

Multichannel 43

Multichannel Customer effort Airlines Education 43

JivoChat

MARCH 21, 2021

In 2015, sales in Nike’s women’s sportswear department doubled over the course of 6 months. When you listen to customers and use their feedback to make improvements to your services and processes, you’ll see positive changes in efficiency. Nike used a customer-centric approach to improve it’s audience segmentation. Source: Nike.

Customer centricity 52

Customer centricity Sales Multichannel Scripts 52

COPC

MAY 16, 2018

Turning to specific results from CXMB Series research, since 2015, consumers have been asked about their assisted versus unassisted interaction preferences. Customer feedback. For the purposes of this post, focus will be placed on consumer preferences between assisted and unassisted customer care interactions.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42

Comm100

AUGUST 23, 2018

Multichannel” and “omnichannel” have been buzzwords for years now. In 2015, Amazon began offering free one-day shipping in 14 metropolitan areas in the U.S. Once they are face-to-face with a customer service representative, these customers can perform operations such as change a flight, share feedback , and more.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

RichCall

SEPTEMBER 13, 2017

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. In addition, the contact centre will also become a powerful resource for finding out what customers think of companies, and for capturing sentiments, feedback, needs and wants. Contact Center and CX Research and Reports.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64