Eptica

OCTOBER 14, 2016

Date: Friday, October 14, 2016 What customers want this Christmas when it comes to service. Published on: October 14, 2016. Author: Neil Cox New figures from the National Retail Federation point to sales increasing by 3.6% over the course of 2016 holiday shopping season in the US, hitting $655.8

Multichannel 65

Multichannel Sales Customer Service Customer Experience 65

Eptica

AUGUST 4, 2016

Date: Friday, August 5, 2016 7 ways to harness chat for improved customer service. Published on: August 05, 2016. Author: Gokcen Onur Chat is amongst the fastest growing channels for customer service. By involving an agent to help the customer overcome their issue, satisfaction and sales are both increased.

Customer Service 50

Customer Service Multichannel Technical Support Wait times 50

TechSee

APRIL 10, 2018

The research indicates that 69% of high performers consider technology provided by the service provider to be an important component of the BPO relationship, compared to only 27% of typical performers. BPOs can then create high value expert services that can ensure the deployed technology truly serves as a value multiplier for the company.

Call Center 139

Call Center Technology outsourcing Self service 139

Eptica

DECEMBER 23, 2015

Date: Wednesday, December 23, 2015 How customer service techniques can ensure a stress-free Christmas. Author: Pauline Ashenden With the holidays now nearly upon us, spare a thought for customer service teams who have to keep working right up to, and through, Christmas itself. Published on: December 23, 2015.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 49

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Eptica

JUNE 7, 2017

The one weapon that insurance brands can wield to meet the challenge is customer experience. McKinsey estimates that CX leaders in the insurance market are 80% more likely to retain customers, and have been able to grow sales at double the rate of CX laggards. New research from Eptica backs this up. The result?

Multichannel 49

Multichannel Marketing Personalization Surveys 49

Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Published on: April 06, 2016. Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Share this page on: Tweet.

Chief Customer Officer 49

Chief Customer Officer Multichannel Contact Center Marketing 49

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. Multichannel support” is sometimes used interchangeably with “omnichannel support”.

Multichannel 40

Multichannel Analytics Customer Support Customer Service 40

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Published on: January 08, 2016. However, not every retailer will have felt the benefit, as consumers focused on those that provided the right combination of customer service, price and stock availability.

Customer Experience 49

Customer Experience Multichannel Self service Contact Center 49

Eptica

MARCH 23, 2016

Date: Wednesday, March 23, 2016 Bridging the gap between purchase and service. Published on: March 23, 2016. However, a new study by Bruce Temkin of the Temkin Group shows that this focus on service doesn’t transfer across to subsequent customer service interactions.

Multichannel 50

Multichannel Sales CRM Customer Service 50

Sykes

MARCH 5, 2019

The report emphasized SYKES’ serious investments in digital capability to expand their solutions across the entire customer lifecycle — from the digitization of business processes to marketing, sales and care. Its Americas and EMEA regions primarily provide customer?engagement It delivers cost?effective

Marketing 75

Marketing Technical Support Enterprise Transportation 75

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information.

Self service 51

Self service Multichannel Contact Center Feedback 51

Eptica

MARCH 16, 2016

Date: Wednesday, March 16, 2016 The importance of emotion to successful customer experiences. Published on: March 16, 2016. Prove the value of emotion Senior managers are used to seeing metrics that link directly to business objectives, whether that is customer retention, sales or efficiency.

Customer Experience 49

Customer Experience Multichannel Metrics Contact Center 49

Fonolo

JANUARY 9, 2018

Research firm Ovum released a new edition of their great report, “Selecting a Multichannel Cloud Contact Center”. In 2016, Avaya announced a partnership with Google on this front, but it’s not clear how productive that was.). Who should attend: VPs & Directors of Customer Service. Some questions to ponder.

Call Center 65

Call Center Multichannel APIs Contact Center 65

CSM Magazine

APRIL 26, 2018

Every business knows this and yet somehow for many, delivering good customer service still seems to be rather low on their list of priorities. In fact, a huge 81% of people say they have left a company after experiencing poor customer service. The benefits of offering this level of service are clear.

Banking 40

Banking Multichannel Airlines Sales 40

Eptica

FEBRUARY 26, 2016

Date: Friday, February 26, 2016 How are retailers working to improve customer experience? Published on: February 26, 2016. Author: Robin Tandon Customer experience is important to every industry, but particularly vital for retail. Share this page on: Tweet.

Customer Experience 50

Customer Experience Multichannel Benchmark Banking 50

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

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

Talkdesk

APRIL 26, 2016

In case you and your colleagues have been living under a rock, here’s a short definition: ( Customer experience is the sum of all the interactions customers have with your company. This encompasses all touch points, from marketing to sales, success to support. The Customer Experience Weekly (CXW) series is arranged thematically.

Customer Experience 40

Customer Experience Multichannel Engineering Customer retention 40

CSM Magazine

DECEMBER 2, 2015

Despite record UK sales of £1.1 billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. This is according to new research from multichannel customer engagement software provider Eptica.

Customer Experience 40

Customer Experience Multichannel Sales Service level 40

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. You can read the entire CRM article below.

Contact Center 40

Contact Center CRM Average Handle Time Multichannel 40

Sykes

MARCH 18, 2019

The Symphony transaction is the latest in a series of recent strategic acquisitions and partnerships that redefine SYKES as a digital customer experience company. While its suite of solutions traditionally focused on post-sales support, the portfolio now extends across the entire customer lifecycle, from marketing to sales to care.

Technical Support 16

Technical Support Enterprise outsourcing Business Process Outsourcing 16

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.

Multichannel 49

Multichannel Customer Service Finance Contact Center 49

Eptica

NOVEMBER 4, 2016

Date: Friday, November 4, 2016 3 ways to extend customer service across the enterprise. Published on: November 04, 2016. Author: Pauline Ashenden When customers deal with your organization, they don’t care which department they are communicating with – they simply want the best possible experience and service.

Enterprise 65

Enterprise Customer Service Multichannel Self service 65

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

JULY 13, 2016

Date: Wednesday, July 13, 2016 Overcoming the challenges of digital customer service. Published on: July 13, 2016. Author: Angus Prentice The rise of digital channels is radically changing how businesses operate and interact with customers, increasing competition and driving transformation of their operations.

Customer Service 50

Customer Service Multichannel Contact Center Self service 50

Eptica

JUNE 29, 2016

Date: Wednesday, June 29, 2016 Is a lack of consistency letting your customer service down? Published on: June 29, 2016. Author: Neil Cox Consistency is an essential part of customer service and the overall experience. Unify information and answers Knowledge is at the heart of good customer service.

Multichannel 50

Multichannel Customer Service Finance Self service 50

Eptica

JULY 15, 2016

Date: Friday, July 15, 2016 How to embrace change and become a customer-adaptive enterprise. Published on: July 15, 2016. They need to instill an understanding of the key customer needs that have to be satisfied and a belief that it is everyone’s responsibility to help deliver on this. Share this page on: Tweet.

Enterprise 54

Enterprise Multichannel Contact Center Technology 54

CSM Magazine

MARCH 7, 2016

Despite its importance to consumers, email is falling behind social media when it comes to customer service, with UK brands answering just 38% of emailed questions, according to a new study. Social media cemented its position as the fastest channel for customer service.

Multichannel 40

Multichannel Entertainment Customer Service Banking 40

Eptica

JULY 1, 2016

Date: Friday, July 1, 2016 Building a Customer Engagement Hub. Published on: July 01, 2016. Author: Pauline Ashenden Delivering a seamless, high quality customer experience is extremely complex. Once it is live measure the internal impact such as increased sales or reduced costs. Share this page on: Tweet.

Multichannel 50

Multichannel Contact Center APIs Enterprise 50

Kayako

JANUARY 5, 2017

Customers value the quality of customer service as much as price and quality of products. According to an American Express study , “Americans will spend 9% more with companies that provide excellent service.” Recent trends in customer service show that companies can delight their customers while generating revenues.

Omni-channel support 38

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

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

TechSee

NOVEMBER 20, 2017

A year ago we’ve written an article about leading bot solutions in the market place, as we went to update and looked through the top bot solution of 2016 it became clear we had to address the changes in the chatbot echo system, next wee we will follow up with the update on the bots solution to follow.

Chatbots 117

Chatbots Customer Service Multichannel Scripts 117