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

AUGUST 26, 2015

Date: Wednesday, August 26, 2015 Why APAC consumers are the most demanding in the world. Published on: August 26, 2015. The study uncovered four key findings concerning multichannel, social media, video chat and ease of use: 1. Share this page on: Tweet.

Multichannel 59

Multichannel Self service Sales Service level 59

Eptica

DECEMBER 23, 2015

Date: Wednesday, December 23, 2015 How customer service techniques can ensure a stress-free Christmas. Published on: December 23, 2015. This is the last 2015 post on the Eptica blog – have a wonderful holiday and we look forward to sharing more news, views and advice on customer experience in 2016.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 49

Eptica

JULY 27, 2016

Profits rose by more than a third, to over €2 billion in 2015. Previously it seemed to almost pride itself on customer service that deliberately annoyed travellers, but changed tack after multiple profit warnings in 2013. The result? Share this page on: Tweet.

Multichannel 50

Multichannel Customer Service Airlines Contact Center 50

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. Integrate Multichannel Customer Contact into Your Strategy. Drive an Efficient Experience with Skills-Based Routing.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

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.

Multichannel 74

Multichannel Self service Contact Center Morale 74

Eptica

SEPTEMBER 18, 2015

Date: Friday, September 18, 2015 The six ways web self-service improves your customer experience. Published on: September 18, 2015. This boosts sales and increases loyalty, and has a positive effect on the bottom line. Author: Robin Tandon Customer service teams are currently faced with multiple challenges.

Self service 78

Self service Customer Experience Multichannel Contact Center 78

Sykes

MARCH 5, 2019

The report emphasized SYKES’ serious investments in digital capability to expand their solutions across the entire customer lifecycle — from the digitization of business processes to marketing, sales and care. Its Americas and EMEA regions primarily provide customer?engagement

Marketing 75

Marketing Technical Support Enterprise Transportation 75

Eptica

DECEMBER 9, 2015

Date: Wednesday, December 9, 2015 5 Ways of improving handling times this Christmas. Published on: December 09, 2015. Fail to provide a quick response to their question, and they are likely to take their business elsewhere, with a corresponding impact on sales and revenues. Share this page on: Tweet.

Multichannel 50

Multichannel Contact Center Self service Service level 50

CSM Magazine

DECEMBER 2, 2015

Despite record UK sales of £1.1 This is according to new research from multichannel customer engagement software provider Eptica. 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%. extremely satisfied.

Customer Experience 40

Customer Experience Multichannel Sales Service level 40

Eptica

JUNE 7, 2017

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. Around 68% of all queries were not answered accurately – a dramatic rise from 2015 when the figure was 47%. New research from Eptica backs this up.

Multichannel 49

Multichannel Marketing Personalization Surveys 49

Talkdesk

APRIL 26, 2016

This encompasses all touch points, from marketing to sales, success to support. — MyCustomer.com (@MyCustomer) December 22, 2015. Olivier Njamfa explored the same topic that I did, using France and the UK for comparison and instead of an interview, he looked at multichannel customer experience statistics.

Customer Experience 40

Customer Experience Multichannel Engineering Customer retention 40

Eptica

FEBRUARY 26, 2016

Driving online customers to the store In 2015 U.S. While customers may find it more convenient to pick up deliveries in-store, for retailers there is the potential to generate further sales when the customer sees what else is on offer on store. consumers spent $1.5 Share this page on: Tweet.

Customer Experience 50

Customer Experience Multichannel Benchmark Banking 50

Sykes

MARCH 18, 2019

While its suite of solutions traditionally focused on post-sales support, the portfolio now extends across the entire customer lifecycle, from marketing to sales to care. engagement solutions and services with an emphasis on inbound multichannel demand generation, customer service and technical support to its clients’ customers.

Technical Support 16

Technical Support Enterprise outsourcing Business Process Outsourcing 16

Eptica

OCTOBER 26, 2015

Date: Monday, October 26, 2015 Christmas is coming – is your customer service ready? Published on: October 26, 2015. Also, don’t forget the relationship doesn’t stop when the product is delivered – make sure you deliver excellent post-sales support as well. Share this page on: Tweet.

Multichannel 88

Multichannel Customer Service Contact Center Self service 88

Eptica

AUGUST 28, 2015

Date: Friday, August 28, 2015 What is a customer hub? Published on: August 28, 2015. ” The skills contained include sales, marketing, customer service, analytics, change management and collaboration – all within the same team, rather than simply scattered across the organisation. And why do you need one?

Multichannel 92

Multichannel CRM Contact Center Banking 92

Comm100

AUGUST 23, 2018

Multichannel” and “omnichannel” have been buzzwords for years now. In a way, each whipped the customer service industry into a frenzy when they came about, prompting the sale of products that would help companies remain relevant by establishing more and more ways of communicating with customers.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Comm100

NOVEMBER 13, 2022

Omnichannel vs multichannel support. When discussing what is omnichannel customer service , it’s vital to distinguish its differences to multichannel support. Multichannel support can appear similar to omnichannel, but in practice the difference is night and day. Founded: 2015. Find out more. Commonly supported channels.

Customer Service 85

Customer Service Multichannel Chatbots Healthcare 85

Eptica

OCTOBER 14, 2015

Date: Wednesday, October 14, 2015 The rise of the customer hub. Published on: October 14, 2015. The skills within a customer hub include sales, marketing, customer service, analytics, change management and collaboration – all within the same team, rather than simply scattered across the organization.

Multichannel 81

Multichannel Contact Center Enterprise Best practices 81

CSM Magazine

DECEMBER 1, 2021

Born between 1997 and 2015, this generation accounts for nearly 25% of today’s workforce. The modern contact centre, driven by quality management, multichannel analytics and process excellence, offers everything Generation Z needs to satisfy their individuality, quench their thirst for knowledge and actively manage their careers. .

Multichannel 64

Multichannel Analytics Surveys Chatbots 64

JivoChat

MARCH 21, 2021

Customer centric selling focuses on serving your customer’s needs at every step of the sales process. Brands that use customer-centric sales processes enjoy higher levels of customer loyalty, retention, and increased revenue. It was created by Michael Bosworth, a sales trainer and best-selling author of CustomerCentric Selling.

Customer centricity 52

Customer centricity Sales Multichannel Scripts 52

Eptica

DECEMBER 4, 2015

Date: Friday, December 4, 2015 Happy Holidays? 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. How good is retail customer service? part of the research. There were three key points: 1.

Multichannel 49

Multichannel Customer Service Upselling Contact Center 49

CSM Magazine

MARCH 7, 2016

The Eptica Multichannel Customer Experience Study, released today, evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via the web as well as their speed and accuracy when responding to email, Twitter, Facebook and chat, repeating research carried out since 2011.

Multichannel 40

Multichannel Entertainment Customer Service Banking 40

Eptica

DECEMBER 11, 2015

Date: Friday, December 11, 2015 Festive failings in UK customer service. Published on: December 11, 2015. In this post we will focus on the UK results of the 2015 Eptica Retail Black Friday Customer Experience Study in which there were three main findings: 1. To read more about the US research, simply click here.

Customer Service 49

Customer Service Multichannel Self service Contact Center 49

Pointillist

MAY 23, 2018

The first step to journey discovery is to integrate all your sources of customer data (digital, web and mobile analytics, CRM, call center, point of sale, voice of the customer, and others). Ski Retailer Black Diamond Uses Real-time Personalization to Increase Sales. Source: Black Diamond.

Analytics 90

Analytics Journey mapping Customer centricity Multichannel 90

Kayako

JANUARY 5, 2017

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. Most consumers expect ready access to support or help.

Omni-channel support 38

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

RichCall

SEPTEMBER 13, 2017

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Wade Wiant , Vice President of Sales and Channels at Mediu. In fact this number increased from 67% in 2012 to 84% in 2015. For now, the consumer market is all about driving sales, either online or in-store.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

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