Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. These findings come from the Eptica Multichannel Customer Experience Study , which has tracked the changing face of customer service in the UK, France and latterly the United States , over the last five years.

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

COPC

FEBRUARY 4, 2016

The COPC CX Standard takes the best practices found in the COPC CSP Standard and broadens them to measure and improve any touchpoint affecting the customer experience. Provides measurements and processes for managing multichannel customer experience operations. of the COPC® Family of Standards.

Multichannel 40

Multichannel Best practices Contact Center Customer Experience 40

Eptica

JULY 29, 2016

Date: Friday, July 29, 2016 The importance of the Knowledge Manager to customer service success. Published on: July 29, 2016. Establish best practice A Knowledge Manager needs to act as a center of excellence on the subject by defining, collecting and disseminating best practice across the company.

Management 50

Management Customer Service Multichannel Best practices 50

Eptica

DECEMBER 23, 2015

Obviously, it is impossible to test every eventuality in the run up to Christmas, but make sure you’ve followed customer service best practice and looked at the obvious areas in good time, so that you can fix any gaps before they escalate into disasters. Be clear Clarity is also vital at Christmas. Share this page on: Tweet.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 49

Serenova

JUNE 24, 2020

What Is the Difference Between a Multichannel Contact Center and an Omnichannel Contact Center? Organizations are increasingly adding multichannel options to their contact centers, including web chat, SMS and social media. The difference between a multichannel contact center and an omnichannel approach is in the integration.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

NICE inContact

FEBRUARY 29, 2016

As I talk to many new customers about why they are moving to the cloud, I’m seeing several trends that demonstrate how we’re helping companies achieve their goals.

APIs 49

APIs Healthcare Contact Center Enterprise 49

Eptica

NOVEMBER 16, 2017

The 2016 version of the research did a deep dive on this and discovered that just 23% of those 100 brands provided consistent answers over two channels. Author: Guest author: Martin Hill-Wilson Categorie(s): Trends and markets;Best Practice One of the masterclasses I run is on omnichannel engagement. Share this page on: Tweet.

Benchmark 55

Benchmark Multichannel Best practices Government 55

Livepro

JULY 17, 2018

Paul has received a number of awards for customer service excellence including ‘best practice in manufacturing’ from the Victorian Government. Topic: ‘Demystifying multichannel customer experience’ Lyn Trewenack is the national consulting director for BBB Advisory. KEYNOTE SPEAKER BRISBANE 18 TH SEPTEMBER 2018.

Transportation 40

Transportation Government Multichannel Consulting 40

Comm100

AUGUST 23, 2018

The following best practices set contemporary leaders in innovation apart from the pack and represent what exceptional customer service looks like in 2018. Multichannel” and “omnichannel” have been buzzwords for years now. Their total customer count is over 310 million active customers – a number that was last reported in 2016.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

COPC

MARCH 28, 2017

The 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series was recently released at the Execs In The Know Customer Response Summit held in Las Vegas in February. Only 26% of companies think they are providing a consistent experience when customers engage their companies through a multichannel approach.

Surveys 40

Surveys Multichannel Customer Experience Benchmark 40

Eptica

FEBRUARY 18, 2016

Date: Friday, February 19, 2016 Transforming insurance customer service: Ageas Retail Intermediary. Published on: February 19, 2016. To be held at the Hilton Park Lane on March 1 st , the event provides the biggest forum for customer service thought leadership and best practice in the UK. Share this page on: Tweet.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 49

Eptica

OCTOBER 7, 2016

Date: Friday, October 7, 2016 7 key issues that are holding back digital transformation in insurance. Published on: October 07, 2016. To find out how they are performing, the 2016 Eptica Insurance Multichannel Customer Experience Study evaluated 100 U.S. Yet, insurers are failing to embrace it.

Multichannel 79

Multichannel Contact Center Best practices Customer Service 79

Eptica

NOVEMBER 4, 2016

Date: Friday, November 4, 2016 3 ways to extend customer service across the enterprise. Published on: November 04, 2016. Author: Pauline Ashenden When customers deal with your organization, they don’t care which department they are communicating with – they simply want the best possible experience and service.

Enterprise 65

Enterprise Customer Service Multichannel Self service 65

Eptica

JUNE 22, 2016

Date: Wednesday, June 22, 2016 Overcoming the knowledge challenges in customer experience. Published on: June 22, 2016. Author: Dharmesh Ghedia In today’s fast moving economy, businesses rely on knowledge in all formats to drive their operations. Share this page on: Tweet.

Customer Experience 55

Customer Experience Multichannel Contact Center Best practices 55

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond. And once you’ve mined it, you must also be prepared to act on it based on best practices. Look at 2016. In terms of security?

Contact Center 53

Contact Center Analytics Self service Wireless 53