Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. It provides a personal service The interactivity and speed of response means customers are getting a personalized service that addresses their particular issue.

Multichannel 49

Multichannel Customer Service Contact Center Surveys 49

COPC

AUGUST 4, 2016

I found this article in CRM magazine, Inbound and Outbound Converge in the New Contact Center , to be an interesting one because it discusses some of the changes in our industry that are being made possible by process and technology, but with an eye to improving the customer experience. By Leonard Klie – CRM magazine.

Contact Center 40

Contact Center CRM Average Handle Time Multichannel 40

Eptica

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Backers believe bots can also deliver a personalized customer experience. Share this page on: Tweet.

Chatbots 78

Chatbots Multichannel Self service Contact Center 78

Eptica

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. Be truly multichannel Traditionally, insurance was a paper and telephone based industry, but the pervasiveness of digital technology in daily life, has dramatically changed consumer expectations.

Multichannel 60

Multichannel Transportation Benchmark Self service 60

Eptica

APRIL 13, 2016

Date: Wednesday, April 13, 2016 The move to meaningful conversations in customer experience. Published on: April 13, 2016. This requires customer experience to move from being solely the responsibility of the contact center, to use the skills and knowledge of the whole organization , and has to be multichannel, scalable and flexible.

Multichannel 51

Multichannel Customer Experience Contact Center Customer Service 51

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: March 18, 2016. Essentially shoppers want a seamless, easy to use experience that values their time and is personalized to their needs. Author: Pauline Ashenden Retail is one of the most competitive sectors in the economy.

Multichannel 49

Multichannel Entertainment Customer Service Self service 49

Eptica

FEBRUARY 12, 2016

Date: Friday, February 12, 2016 Has UK customer service turned a corner? Published on: February 12, 2016. The personal touch in customer service Going beyond the figures, the UKCSI investigated how customer priorities are changing, based on 34 criteria. Share this page on: Tweet.

Multichannel 49

Multichannel Customer Service Banking Contact Center 49

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. To find out more click here.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

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. At Avaya, we strongly believe the answer is a resounding YES!

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Eptica

JUNE 10, 2016

Date: Friday, June 10, 2016 Adding emotion to the customer experience. Published on: June 10, 2016. What is our organizational personality? Having a well-defined organizational personality also helps shape a culture that focuses on the customer and is shared amongst all staff, guiding their behavior.

Customer Experience 49

Customer Experience Multichannel Contact Center Metrics 49

Eptica

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. Empower agents Whatever the channel a consumer uses, their query is likely to be routed to an agent in the contact center. Agents can then personalize the response and provide an efficient, helpful reply to the query.

Technology 49

Technology Multichannel Self service Chatbots 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. And, let’s face it, people still don’t like contacting customer service.

Chatbots 48

Chatbots Multichannel Contact Center Analytics 48

Avaya

JULY 14, 2016

2016 is shaping up to be the year of the Chatbot. While there has been a lot of speculation about how chatbots are going to replace human agents in contact centers, we are still a long way from that scenario. Customers today expect to receive an always-on personal digital experience. Better Collaboration.

Chatbots 45

Chatbots Customer Experience Multichannel Real estate 45

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Call Center?

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

Eptica

FEBRUARY 17, 2016

Date: Wednesday, February 17, 2016 5 ways to successfully deal with angry customers. Published on: February 17, 2016. So, if your telecoms network goes down or your logistics supplier unexpectedly can’t deliver to a particular area make sure your contact center knows – and has answers prepared to give to customers.

Multichannel 56

Multichannel Contact Center Surveys Customer Service 56

Eptica

DECEMBER 23, 2015

As consumers communicating with the contact center demand fast answers to their queries, so set expectations on what you are going to do, and by when, so that everyone knows what is going to happen. Get your timings right Linked to planning, make sure you get your timings right. Share this page on: Tweet. Share this page on: Tweet.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 49

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. A growing proportion of spend is online, and most consumers admitted to splurging in areas such as personal care and alcoholic beverages. And they are happy to switch between them during a transaction depending on what is easiest for them.

Multichannel 50

Multichannel Self service Surveys Contact Center 50

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Despite the growth of other digital channels, such as social media and chat, it continues to thrive – 69% of people still want to contact companies through email , according to Forrester.

Customer Service 52

Customer Service Multichannel Self service Contact Center 52

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. At the same time efficiency is improved as customers that find answers online don’t need to call or email the contact center , reducing workloads and ensuring that response times are shorter.

Self service 51

Self service Multichannel Contact Center Feedback 51

Eptica

NOVEMBER 27, 2015

That’s why Forrester predicts that getting it right on these ‘mobile moments’ will be critical for companies in 2016. At the same time consumers want a personalized service. It points to three ways that mobile should be affecting overall business thinking for the year ahead: 1. Share this page on: Tweet.

Customer Experience 51

Customer Experience Multichannel Advertising Banking 51

Eptica

OCTOBER 21, 2016

Date: Friday, October 21, 2016 3 ways for businesses to improve telephone customer service. Published on: October 21, 2016. Author: Derek Lewis In a multichannel world, the telephone is no longer the default choice of consumers when they want to make contact with an organization. Here are three ways to achieve this: 1.

Multichannel 65

Multichannel Customer Service Self service Contact Center 65

Eptica

DECEMBER 14, 2016

Date: Wednesday, December 14, 2016 Delivering the benefits of customer service outsourcing. Published on: December 14, 2016. According to the Everest Group, nearly a quarter of contact center activities across the globe are outsourced, meaning the market is worth $75-78 billion every year. Share this page on: Tweet.

outsourcing 60

outsourcing Customer Service Multichannel Contact Center 60

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. The 2016 Eptica UK Multichannel Customer Experience Study will be appearing soon, and we look forward to sharing the results with you.

Multichannel 49

Multichannel Customer Service Finance Contact Center 49

Eptica

MARCH 8, 2016

Date: Wednesday, March 9, 2016 The importance of integrating Twitter into customer service. Published on: March 09, 2016. Deliver a multichannel service Consumers want to be able to use multiple channels to communicate with a company – often switching between them during the same interaction. Share this page on: Tweet.

Multichannel 50

Multichannel Customer Service Airlines CRM 50

Eptica

NOVEMBER 28, 2016

Date: Monday, November 28, 2016 5 top trends driving customer service. Published on: November 28, 2016. On the positive side, digital provides the chance to respond personally and engage with your customers, strengthening relationships and increasing loyalty. That’s a lot of dissatisfied consumers.

Customer Service 70

Customer Service Multichannel B2C Marketing 70

Eptica

FEBRUARY 18, 2016

Date: Friday, February 19, 2016 Transforming insurance customer service: Ageas Retail Intermediary. Published on: February 19, 2016. ARI operates as an insurance intermediary within the personal lines insurance market, with Kwik-Fit Insurance Services (KFIS) as one of its key brands. 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. 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

Eptica

JULY 1, 2016

Date: Friday, July 1, 2016 Building a Customer Engagement Hub. Published on: July 01, 2016. That’s why many organizations are adopting Customer Engagement Hubs (CEHs), a cross-departmental system of systems that brings together different teams and skills to deliver a personalized, fast service to the customer.

Multichannel 50

Multichannel Contact Center APIs Enterprise 50

Eptica

NOVEMBER 4, 2016

Date: Friday, November 4, 2016 3 ways to extend customer service across the enterprise. Published on: November 04, 2016. Use your experts Customer questions are now much more complex and demanding, meaning that even the most comprehensive knowledge base and well-trained contact center agent can’t answer every one of them.

Enterprise 65

Enterprise Customer Service Multichannel Self service 65

Eptica

MAY 27, 2016

Date: Friday, May 27, 2016 Narrowing the gap between US and UK customer experience. Published on: May 27, 2016. Author: Derek Lewis Consumers in the US are six times more likely to receive outstanding consumer experience than their counterparts in the UK. Share this page on: Tweet. Share this page on: Tweet.

Chief Customer Officer 49

Chief Customer Officer Customer Experience Multichannel Finance 49

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

AUGUST 3, 2016

Date: Wednesday, August 3, 2016 Coping with the switch from phone to digital customer service. Published on: August 03, 2016. Author: Pauline Ashenden Everyone knows that we live in a multichannel world, but how is this impacting companies on the ground? How can contact centers cope with these challenges?

Multichannel 51

Multichannel Customer Service Self service Contact Center 51

Eptica

JULY 13, 2016

Date: Wednesday, July 13, 2016 Overcoming the challenges of digital customer service. Published on: July 13, 2016. Part of Ageas UK, a leading provider of awarding-winning insurance solutions, it operates as an insurance intermediary within the personal lines insurance market. Share this page on: Tweet.

Customer Service 50

Customer Service Multichannel Contact Center Self service 50

Eptica

SEPTEMBER 22, 2016

Date: Friday, September 23, 2016 Getting it right first time – the impact on customer service. Published on: September 23, 2016. Consequently, they value fast, consistent and helpful customer service that answers their query or sorts out their problem, first time - however they choose to make contact. Share this page on: Tweet.

Customer Service 55

Customer Service Multichannel Self service Contact Center 55

Eptica

MAY 4, 2016

Date: Wednesday, May 4, 2016 Knowledge – the jewel in the customer service crown. Published on: May 04, 2016. The same applies within the contact center – if they are to solve customer queries over the telephone, and via email, social media and chat then agents need to be able to access the right information quickly.

Customer Service 49

Customer Service Multichannel Contact Center Self service 49

Kayako

JANUARY 5, 2017

Yet, relatively few contact centers have focused on providing a consistent customer experience. Microsoft’s Global State of Multichannel Customer Service Report by reported that more than 90 percent of all consumers expect a brand or organization to offer a self-service support portal or frequently asked questions (FAQ) page. .

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38