Vonage

FEBRUARY 23, 2017

This means it’s crucial that businesses invest in robust systems capable of tracking customer feedback across multiple channels. Consumers won’t trade price for bad service. When choosing a product or service, The Institute of Customer Service says that consumers usually look for a balance between service and cost.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. This rising volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback , threatens to overwhelm many organizations. The numbers are vast.

Multichannel 74

Multichannel Self service Contact Center Morale 74

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. Focus on listening Providing and sharing feedback is one of the key traits of the Millennial generation. Published on: February 05, 2016. Share this page on: Tweet.

Multichannel 51

Multichannel Self service Contact Center Feedback 51

Eptica

SEPTEMBER 3, 2015

Date: Thursday, September 3, 2015 Meeting the customer service needs of APAC millennials. Published on: September 03, 2015. Be multichannel While millennials are extremely active on social media, they don’t want to receive service exclusively through the likes of Twitter and Facebook.

Multichannel 59

Multichannel Customer Service Morale Self service 59

Eptica

AUGUST 5, 2016

Looking through the research, I can see four key trends for CX and customer service professionals to focus on: 1. Overall CX is improving Since the last report in Q3 2015 18% of the 319 brands surveyed had improved their scores significantly. 9% (28 companies) had gained 5 points or more, showing significant progress.

Multichannel 50

Multichannel Wireless Self service Contact Center 50

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

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? Share this page on: Tweet.

Management 78

Management Multichannel Self service Contact Center 78