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

MARCH 11, 2016

However, UK brands are struggling to cope with the emails they receive , with performance overall worsening according to the latest Eptica Multichannel Customer Experience Study. This was down from 74% in 2015 , and was well below 2012’s total of 87%. Eight sectors worsened or stayed the same when it came to email accuracy.

Multichannel 49

Multichannel Customer Service Banking Metrics 49

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. As performance occurs at a very granular level, contact centers rely on a wide variety of performance metrics which are tied to high level business objectives and strategies. Share this page on: Tweet.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

Avaya

DECEMBER 1, 2016

Integrate Multichannel Customer Contact into Your Strategy. An overwhelming majority of customers expect organizations to offer different channels to meet their needs, and make it easy to do so (Marcus Hickman, The Autonomous Customer 2015). Drive an Efficient Experience with Skills-Based Routing.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Eptica

NOVEMBER 13, 2015

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. Published on: November 13, 2015. This means focusing on activities such as A/B testing, evaluating customer satisfaction metrics, and acting quickly on feedback to drive improvement. Share this page on: Tweet.

Banking 77

Banking Customer Experience Multichannel Finance 77

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. Many companies simply measure satisfaction using metrics such as Net Promoter Score , but this only goes so far. Share this page on: Tweet.

Customer Service 71

Customer Service Multichannel Contact Center Best practices 71

CX Journey

MAY 26, 2016

It was published on their blog on December 17, 2015. When you think about the multichannel and the omnichannel customer experience where partners are involved (they aren't always), it's even more critical to ensure partners are lined up for success. Yes, there are the hard metrics.

Customer Experience 43

Customer Experience Healthcare B2B Multichannel 43