Eptica

JULY 27, 2016

Date: Wednesday, July 27, 2016 Is customer service investment actually delivering? Published on: July 27, 2016. Author: Pauline Ashenden Despite the rising importance of customer service on both sides of the Atlantic, the UK is widely seen as lagging the United States when it comes to the experience that companies deliver.

Multichannel 50

Multichannel Customer Service Airlines Contact Center 50

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. The study found that retail customers who engage with companies through a mix of channels generated three times the volume of sales and more than twice the margin of store-only customers.

Customer Service 75

Customer Service Multichannel Self service Surveys 75

CSM Magazine

APRIL 26, 2018

Retail banking was the second highest rated, with 24% giving banks an excellent score in this area, followed by hotels at 23%. Not being on hand to answer queries in the fast-paced world of online shopping results, pure and simple, in lost sales and lost customers. The effects are plain to see.

Banking 40

Banking Multichannel Airlines Sales 40

Fonolo

JANUARY 9, 2018

Research firm Ovum released a new edition of their great report, “Selecting a Multichannel Cloud Contact Center”. Global bank ING used Twilio to replace a legacy Avaya call center. In 2016, Avaya announced a partnership with Google on this front, but it’s not clear how productive that was.). Who is AWS-Powered?

Call Center 65

Call Center Multichannel APIs Contact Center 65

Eptica

FEBRUARY 26, 2016

Date: Friday, February 26, 2016 How are retailers working to improve customer experience? Published on: February 26, 2016. And a Japanese retail bank boasts a foot high humanoid robot that uses a variety of applications to enable it to greet visitors, guide them to the right place and answer their questions.

Customer Experience 50

Customer Experience Multichannel Benchmark Banking 50

RichCall

SEPTEMBER 13, 2017

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. Wade Wiant , Vice President of Sales and Channels at Mediu. However, in 2016 Forrester has already reported that.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

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. billion U.S. Source: GeekWire.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40