Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. Find out what they are in this blog post. Published on: January 12, 2017.

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

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

MARCH 16, 2016

Date: Wednesday, March 16, 2016 The importance of emotion to successful customer experiences. Published on: March 16, 2016. Define metrics, and create a benchmark linked to your key business objectives. Author: Neil Cox At heart, humans are social beings. So, how can brands ensure they are taking emotion into account?

Customer Experience 49

Customer Experience Multichannel Metrics Contact Center 49

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Global Contact Centre Benchmarking Report, Dimension Data 2017.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64