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

Talkdesk

JULY 26, 2016

Let’s see what we found: What’s the Difference Between Omnichannel and Multichannel Customer Support? Multichannel support” is sometimes used interchangeably with “omnichannel support”. — SAP (@SAP) July 15, 2016. New blog – How Leveraging an Omni-Channel Strategy Can Improve Your #custexp https://t.co/ST8AFZwsu8

Multichannel 40

Multichannel Analytics Customer Support Customer Service 40

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

COPC

FEBRUARY 4, 2016

Provides measurements and processes for managing multichannel customer experience operations. All new certification projects starting in July 2016 will be based on the COPC CX Standard, Release 6.0. Upskill training for all current COPC Registered Coordinators will be available starting in May 2016.

Multichannel 40

Multichannel Best practices Contact Center Customer Experience 40

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? Eptica: How do digital technologies change consumer behavior?

Technology 58

Technology Multichannel Employee engagement Chatbots 58

Eptica

SEPTEMBER 9, 2016

Date: Friday, September 9, 2016 Can you afford to lose half your customers? Published on: September 09, 2016. Shep Hyken explores the issues behind the research in a recent blog , and in this post I’ll look at how technology can help companies improve standards and reduce switching. Share this page on: Tweet.

Multichannel 49

Multichannel Self service Wait times Technology 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.

Management 50

Management Customer Service Multichannel Best practices 50

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. From the traditional call center, with rows of agents handling multiple calls, we have moved on to the contact center, and multichannel communications, to the omnichannel experience. The post Time to evolve a Siri-like CHATBOT appeared first on Avaya Connected Blog.

Chatbots 48

Chatbots Multichannel Contact Center Analytics 48

Avaya

JULY 14, 2016

2016 is shaping up to be the year of the Chatbot. From the traditional call center, with rows of agents handling multiple calls, we have moved on to the contact center and multichannel communications, which encompass traditional and digital channels. Today, a contact center’s costs are predominantly for agents and real estate.

Chatbots 45

Chatbots Customer Experience Multichannel Real estate 45

CSR Inc.

APRIL 30, 2017

2016 blogpost at Playvox: Microsoft’s 2016 State of Multichannel Customer Service Report found that 64% of people polled use live chat for customer support on a regular basis. From a Dec. Chat is likely to grow in preference, as millennials are much more likely than baby boomers to prefer live chat.

Customer Service 48

Customer Service Multichannel Customer Support Call Center 48

Eptica

DECEMBER 23, 2015

This is the last 2015 post on the Eptica blog – have a wonderful holiday and we look forward to sharing more news, views and advice on customer experience in 2016. Share this page on: Tweet.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 49

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

Avaya

NOVEMBER 8, 2017

In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives. Multichannel is vital for interacting within a range of industries, especially banking. But what exactly constitutes “multichannel?” So, how will the bank branch be impacted?

Banking 40

Banking Multichannel Customer advocacy Upselling 40

LiveVox

MARCH 14, 2019

A recent study by Forrester found that since 2016 the number of customers that use live chat over the phone and email support has increased by 50% and the number of chats per agent has increased by 85% *. This blog will explore the. Website chat is rapidly becoming one of the fastest growing channels.

Multichannel 40

Multichannel 40

Sykes

MARCH 5, 2019

engagement solutions and services with an emphasis on inbound multichannel demand generation, customer service and technical support to its clients’ customers. Its Americas and EMEA regions primarily provide customer?engagement

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

Olivier Njamfa || Eptica Customer Experience Blog. Olivier Njamfa explored the same topic that I did, using France and the UK for comparison and instead of an interview, he looked at multichannel customer experience statistics. 50 Leading Customer Experience Conferences and Events to Attend in 2016. Great minds think alike!

Customer Experience 40

Customer Experience Multichannel Engineering Customer retention 40

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. Look at 2016. Are you interested in catalyzing your growth in 2016? Prediction #1: Brands will be more “proactive.”. In terms of security?

Contact Center 53

Contact Center Analytics Self service Wireless 53

RichCall

SEPTEMBER 13, 2017

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. Here are the experts: @Jon Arnold , an independent research analyst with a great blog. Contact Center and CX Research and Reports.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Comm100

AUGUST 23, 2018

This blog post is not about the top customer service trends to watch out for 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. Organic Mobile Experiences Blur Channel Lines. billion U.S.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40