Fonolo
NOVEMBER 17, 2020
“Expect to see more focus on digital and self-service, less brick and mortar, more efficiency-builders for company and customer, and an increased call for the return of voice to handle the challenging stuff. The Temkin Group’s 2017 Customer Experience study showed a severe decline in customer experience ratings from 2015 to 2016.
Eptica
SEPTEMBER 10, 2015
Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. Share this page on: Tweet.
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Fonolo
JANUARY 29, 2019
With the “era of the customer” in full swing; the increase in customer expectation for omnichannel communication; and the never-ending developments in communication methods through AI-powered self-service; it is easy to overlook the importance that the call center plays in the customer experience. Read more about why here.
Aspect
APRIL 24, 2018
Remarkably, they discovered that all the net employment growth in the United States between 2005 and 2015 could be attributed to alternative forms of employment. The Aspect WFM self-service web user interface empowers agent scheduling flexibility for home-based or remote agents, while ensuring that businesses achieve target service levels.
Eptica
OCTOBER 21, 2015
Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. Deflect what you can using self-service Many customers don’t have complex questions and just want to find out key information before they make a purchase. Here are three areas to focus on: 1.
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. Keep improving service levels Millennials continually expect more – and that includes the service and experience they receive.
Eptica
SEPTEMBER 28, 2015
Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.
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