Avaya

JULY 14, 2016

2016 is shaping up to be the year of the Chatbot. Rather, chatbots are freeing up humans and, somewhat counterintuitively, helping to deliver a more personalized experience. Customers today expect to receive an always-on personal digital experience. Meeting that expectation is no longer optional. Better Collaboration.

Chatbots 45

Chatbots Customer Experience Multichannel Real estate 45

Eptica

DECEMBER 23, 2015

Share the load Customer service isn’t just the responsibility of the contact center and Christmas isn’t one person’s job either. 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.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 49

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. Meanwhile, 60% indicate that they want to visit a branch or call a person to purchase a new product or get advice. But what exactly constitutes “multichannel?” Multi-channel.

Banking 40

Banking Multichannel Customer advocacy Upselling 40

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

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

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

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

JUNE 22, 2016

Date: Wednesday, June 22, 2016 Overcoming the knowledge challenges in customer experience. Published on: June 22, 2016. Agents simply don’t trust the answers they are given, and therefore don’t use the knowledge management system, preferring to rely on other methods, such as personal notes or asking colleagues.

Customer Experience 55

Customer Experience Multichannel Contact Center Best practices 55

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

RichCall

SEPTEMBER 13, 2017

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

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

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