Remove 2015 Remove Multichannel Remove Wait times
article thumbnail

Is customer service investment actually delivering?

Eptica

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.

article thumbnail

Make or Break: The Customer Experience Imperative for Midsize Businesses

Avaya

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.

Insiders

Sign Up for our Newsletter

This site is protected by reCAPTCHA and the Google Privacy Policy and Terms of Service apply.

Trending Sources

article thumbnail

Understanding 6 key trends in UK customer service

Eptica

The primary goal for customers calling by telephone, for example, is getting an answer first time is (54%), followed by polite agents (17%), and short waiting times (15%). For all channels it’s essential to work out what aspects of service are important to the customer. Share this page on: Tweet.

article thumbnail

Work with Your Partners for Customer Experience Success

CX Journey

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. Wait time to get an appointment was reduced.

article thumbnail

A Complete Guide to Omnichannel Customer Service

Comm100

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. Queue length and wait time reports. Find out more.

article thumbnail

This is What Exceptional Customer Service Looks Like In 2018

Comm100

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. This reduces wait time and empowers agents to become specialized in more advanced queries. Organic Mobile Experiences Blur Channel Lines.

article thumbnail

Consistency – the missing ingredient in retail customer service?

Eptica

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.