Eptica

MARCH 16, 2016

Date: Wednesday, March 16, 2016 The importance of emotion to successful customer experiences. Published on: March 16, 2016. Author: Neil Cox Categorie(s): Contact Center Customer Engagement Customer Experience Customer Service Forrester Linguistics Multichannel Customer Service Social Media At heart, humans are social beings.

Customer Experience 49

Customer Experience Multichannel Metrics Contact Center 49

Eptica

JULY 29, 2016

Date: Friday, July 29, 2016 The importance of the Knowledge Manager to customer service success. Published on: July 29, 2016. Ensuring that knowledge powers your customer service isn’t just about technology – and certainly doesn’t stop when your knowledge base goes live. Share this page on: Tweet.

Management 50

Management Customer Service Multichannel Best practices 50

COPC

FEBRUARY 4, 2016

Key features of the COPC CX Standard, Release 6.0 , include: Expands proven contact center guidelines to address all key customer touchpoints including those delivered digitally. 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

Sykes

MARCH 5, 2019

While traditional contact centers continued to score well in terms of execution, this year’s report noted a significant difference in the results for the innovation categories, with information technology (IT) service providers and consultancies leading the pack. Its Americas and EMEA regions primarily provide customer?engagement

Marketing 75

Marketing Technical Support Enterprise Transportation 75

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. Contact Center and CX Research and Reports. of companies. omnichannel. personalization.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Eptica

FEBRUARY 23, 2016

Date: Tuesday, February 23, 2016 Why it is time to focus on the customer service journey, not just the touchpoints. Published on: February 23, 2016. McKinsey’s example reminds me very much of the experience of my colleague Olivier Njamfa’s own experiences moving house, as detailed in a previous blog.

Multichannel 49

Multichannel Customer Service Finance Contact Center 49

Eptica

JUNE 22, 2016

Date: Wednesday, June 22, 2016 Overcoming the knowledge challenges in customer experience. Published on: June 22, 2016. Greater consistency If customers don’t believe the answer they have been given is right or if it is unclear they will make contact again. 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. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. For contact center leaders, however, this vision of the future might seem daunting.

Contact Center 53

Contact Center Analytics Self service Wireless 53

Eptica

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? Published on: March 04, 2016. Author: Pauline Ashenden Over the past five years Eptica has regularly evaluated the multichannel customer experience offered by 100 of the UK’s biggest brands , across ten sectors. Share this page on: Tweet.

Multichannel 50

Multichannel Self service Advertising Surveys 50