Talkdesk

JULY 26, 2016

From marketing to customer service to sales strategy, omnichannel is the latest, greatest buzzword. In this week’s installment of the customer experience weekly, we’ll be diving deep into omnichannel customer experience. Let’s see what we found: What’s the Difference Between Omnichannel and Multichannel Customer Support?

Multichannel 40

Multichannel Analytics Customer Support Customer Service 40

Eptica

SEPTEMBER 9, 2016

Date: Friday, September 9, 2016 Can you afford to lose half your customers? Published on: September 09, 2016. Author: Neil Cox Recent research highlighted by customer service guru Shep Hyken demonstrates the importance of delivering an experience that meets the needs of your customers.

Multichannel 49

Multichannel Self service Wait times Technology 49

COPC

FEBRUARY 4, 2016

of the COPC Customer Service Provider (CSP) Standard. In addition, we also are announcing that the Standard will be renamed the COPC Customer Experience (CX) Standard. This specific version of the COPC CX Standard is for customer service providers (CSPs) and is available in English only at this time.

Multichannel 40

Multichannel Best practices Contact Center Customer Experience 40

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

Avaya

MAY 18, 2016

2016 is shaping up to be the year of the Chatbot. So what are these exciting new digital automated friends doing to help where they are most needed, in the customer experience. Pretty much any organization today has some sort of customer experience process in place, and that process has evolved along with technology.

Chatbots 48

Chatbots Multichannel Contact Center Analytics 48

Avaya

JULY 14, 2016

2016 is shaping up to be the year of the Chatbot. From Jarvis, Mark Zuckerberg’s Iron Man-inspired assistant, to Microsoft’s rather unfortunate Tay experience, chatbots have been making the news this year—not least in how they are playing an ever bigger role in customer service.

Chatbots 45

Chatbots Customer Experience Multichannel Real estate 45

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Sykes

MARCH 5, 2019

The acquisition is consistent with the company’s core strategy, as implementing, designing and managing digital operations is a precursor to achieving the best possible digital customer experience. Its Americas and EMEA regions primarily provide customer?engagement It delivers cost?effective

Marketing 75

Marketing Technical Support Enterprise Transportation 75

Avaya

MAY 10, 2016

Gartner predicts that the last mile for multichannel and exceptional customer experiences will mimic human conversations, with both listening and speaking, a sense of history, in-the-moment context, and the ability to respond, add to, and continue with a thought or purpose at multiple occasions and places over time.

Multichannel 48

Multichannel Customer advocacy Customer retention Call Center 48

Talkdesk

APRIL 26, 2016

Why customer experience is a global challenge https://t.co/N3Nsk2p3DC Why Plants Grow Better in Tokyo: Differences in Customer Service Expectations Between Japan and the United States. There can be major differences in cultural expectations for the customer experience. Olivier Njamfa || Eptica Customer Experience Blog.

Customer Experience 40

Customer Experience Multichannel Engineering Customer retention 40

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. This is primarily due to the fact that most customer journeys span multiple departments, systems and silos of information. Share this page on: Tweet.

Multichannel 49

Multichannel Customer Service Finance Contact Center 49

CSR Inc.

APRIL 30, 2017

While voice customer service still reigns supreme, over the last decade chat customer service platforms have grown in popularity – surpassing email support. Millennials have driven – and are driving – the widespread adoption of chat customer service. From a Dec.

Customer Service 48

Customer Service Multichannel Customer Support Call Center 48

Eptica

FEBRUARY 1, 2017

Régine, you gave a fascinating speech at the Eptica 2016 Customer Day , looking at how digital transformation is impacting consumer behavior and expectations. For the benefit of blog readers, can you give us some more detail on what you are seeing happening in the market? Share this page on: Tweet.

Technology 58

Technology Multichannel Employee engagement Chatbots 58

Eptica

JUNE 22, 2016

Date: Wednesday, June 22, 2016 Overcoming the knowledge challenges in customer experience. Published on: June 22, 2016. However, creating a knowledge base to help the business and its customers’ is not easy, particularly when it comes to customer service. Share this page on: Tweet.

Customer Experience 55

Customer Experience Multichannel Contact Center Best practices 55

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.

Multichannel 50

Multichannel Self service Advertising Surveys 50

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. Here are my 7 predictions and key advice on where the contact center is going in 2016 and beyond. Automation?

Contact Center 53

Contact Center Analytics Self service Wireless 53

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. ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64