Eptica

NOVEMBER 22, 2017

It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017. more than in 2016 – with sales increasingly concentrated through online or bigger retailers. Predictions are that Britons will spend just 1.3%

Customer Experience 73

Customer Experience Best practices Benchmark Self service 73

Eptica

MARCH 14, 2018

However, this was a drop from 2016’s figure (84%) and 2015’s 91%. In 2016 just 10% of banks answered an email successfully – in 2017 that had risen to 15%. At a time when consumers are highly focused on the customer experience, the good news is that many UK banks are heading in the right direction.

Banking 49

Banking Customer Experience Multichannel Government 49

Fonolo

SEPTEMBER 27, 2016

Back in 2016, we asked some of them this question: “ How do you meet (or exceed) the KPIs set for your contact center?” “Front line managers are the most critical part of the Customer Service team. How Do You Exceed KPIs in Your Contact Center? And you know what? Many were eager to share their words of advice.

call center professionals 98

call center professionals Call Center Average Handle Time Contact Center 98

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. Global Contact Centre Benchmarking Report, Dimension Data 2017. self-service.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Pointillist

NOVEMBER 11, 2019

You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends. In essence, First Call Resolution is the ability to resolve customer issues on the first attempt, with no follow-up needed. To resolve this late fee, the customers reach out to the bank.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

Eptica

MAY 11, 2016

Date: Wednesday, May 11, 2016 Moving off the customer service treadmill. Published on: May 11, 2016. Given that competition and consumer choice is increasing rapidly, this means every organization needs to take customer service seriously. So how can businesses deliver the service that customers want?

Customer Service 49

Customer Service Multichannel Self service Benchmark 49

Taylor Reach Group

JUNE 11, 2018

Multi-channel and Omnichannel: 92% of organizations that view customer experience as a differentiator offer multiple contact channels (Ameyo). Research shows that 74% of customers are using 3 or more channels to access customer service (Ameyo). Web and mobile self-service interactions overtake all other channels.

Contact Center 50

Contact Center Self service Scripts Call Center 50

Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. Author: Laurence Chami 20 years ago customer service existed in a world dominated by voice , hence the widespread reliance on call centers to manage customer service interactions.

Contact Center 49

Contact Center Call Center Multichannel Self service 49

DMG Consulting

APRIL 14, 2017

Service departments are starting to ask a similar question now that executives realize the critical role customer service plays in building their brand. To help provide some clarity, in Q4 2016 DMG conducted a multi-generational benchmark study of consumers’ channel preferences. Study Demographics.

Benchmark 54

Benchmark Self service Consulting Consulting 54

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Source: Alex Knight.

Chatbots 52

Chatbots Contact Center Benchmark Chief Customer Officer 52

Eptica

NOVEMBER 1, 2017

Overall performance is worsening Companies could only answer 44% of routine questions asked on the web, email, Twitter and Facebook, down from 49% in 2016. This year only 34% of tweets and 35% of Facebook messages were answered successfully, compared to 48% and 45% in 2016 3. Your customers will expect nothing less.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49