Eptica

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. So existing insurers need to benchmark themselves against these new competitors if they want to thrive. Insurance, Mobile, Multichannel Customer Service, Self-service. How can they compete?

Multichannel 60

Multichannel Transportation Benchmark Self service 60

Eptica

MARCH 14, 2018

In the latest Eptica Multichannel Customer Experience study , we evaluated the real-world online experience of 100 leading companies – including ten banks – by asking typical customer questions over the web, email, Twitter, Facebook and chat. However, this was a drop from 2016’s figure (84%) and 2015’s 91%.

Banking 49

Banking Customer Experience Multichannel Government 49

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

FEBRUARY 26, 2016

Date: Friday, February 26, 2016 How are retailers working to improve customer experience? Published on: February 26, 2016. It also emphasizes the need to benchmark against competitors. Author: Robin Tandon Customer experience is important to every industry, but particularly vital for retail. Share this page on: Tweet.

Customer Experience 50

Customer Experience Multichannel Benchmark Banking 50

Eptica

NOVEMBER 16, 2017

I use it all the time as one of my benchmarks of where the industry is really at as opposed to the type of research that simply asks what customers expect and what brands intend to provide which easily lull us into a false sense of progress. This dropped to 8% over three channels and bottomed out at zero consistency over four channels.

Benchmark 55

Benchmark Multichannel Best practices Government 55

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

Comm100

DECEMBER 22, 2016

We hope your customer service department saw a lot of improvements in 2016. Despite developments in 2016, human interaction will still take precedent over AI. Source: Multichannel Merchant. 2016 saw Microsoft chatbot, Taytweets, spiral out of control. consumers want a more personalized shopping experience.

Customer Service 36

Customer Service Benchmark Multichannel CRM 36