Serenova

JUNE 24, 2020

What Is the Difference Between a Multichannel Contact Center and an Omnichannel Contact Center? Organizations are increasingly adding multichannel options to their contact centers, including web chat, SMS and social media. The difference between a multichannel contact center and an omnichannel approach is in the integration.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. For example, you can have an interaction with a low complexity, low emotional importance and low urgency, such as a request for a brochure early in the buying process. Share this page on: Tweet.

Customer Service 71

Customer Service Multichannel Self service Contact Center 71

Eptica

JULY 27, 2016

Date: Wednesday, July 27, 2016 Is customer service investment actually delivering? Published on: July 27, 2016. A good example of the benefits of overhauling customer service is budget airline Ryanair. This is backed up by damning new consumer research commissioned by fixed-fee UK estate agent YOPA. Share this page on: Tweet.

Multichannel 50

Multichannel Customer Service Airlines Contact Center 50

Eptica

JUNE 7, 2017

Insurers are struggling to cope with volume of queries The study reveals that insurers in the study managed to answer only half (49%) of all customer queries (compared with 70% in 2016). In all 68% of queries did not receive a satisfactory reply - a large rise compared to 47% in 2016. The result?

Multichannel 49

Multichannel Marketing Personalization Surveys 49

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. These points are backed up by the latest Eptica Multichannel Customer Experience Study , which highlights that the adoption of chat by UK brands is on an upward curve. Share this page on: Tweet.

Multichannel 49

Multichannel Customer Service Contact Center Surveys 49

Eptica

NOVEMBER 23, 2016

Date: Wednesday, November 23, 2016 Why you need to take a customer-centric view of digital transformation. Published on: November 23, 2016. They might start online, move to email and finally order on the phone, for example. Customers want the ability to switch between channels during their journey. Share this page on: Tweet.

Customer centricity 73

Customer centricity Multichannel Technology Customer Experience 73

Eptica

NOVEMBER 16, 2016

Date: Wednesday, November 16, 2016 How does customer experience affect sales growth? Published on: November 16, 2016. In 2016 this initial study was expanded , examining company CX and sales performance for companies in the same five sectors between 2010 and 2015. Share this page on: Tweet.

Sales 54

Sales Customer Experience Multichannel Airlines 54

Eptica

NOVEMBER 14, 2016

Date: Monday, November 14, 2016 Are insurers embracing social customer service? Published on: November 14, 2016. For example, a mobile network carrier researched by McKinsey reduced call volumes by 20% , lowered costs and increased its Net Promoter Score. Done well, social customer service also benefits brands.

Customer Service 68

Customer Service Multichannel Service level Customer Experience 68

Eptica

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Take the often quoted example of Microsoft’s Tay chatbot which was designed to use AI and self-learning techniques to learn from customer conversations on Twitter. Share this page on: Tweet.

Chatbots 78

Chatbots Multichannel Self service Contact Center 78

Eptica

DECEMBER 2, 2016

Date: Friday, December 2, 2016 Which retailers will thrive this Christmas and beyond? Published on: December 02, 2016. Look to give customer easy, hassle free click and collect and in-store returns options for example. Share this page on: Tweet.

Multichannel 72

Multichannel Personalization Customer Experience Accountability 72

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. For example, they preferred placing an order by speaking to an agent, but wanted to track a deliver through SMS. Consumers want to interact on ‘old’ channels too. Share this page on: Tweet.

Customer Service 56

Customer Service Multichannel Airlines Self service 56

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Published on: March 31, 2016. According to the latest Eptica Multichannel Customer Experience Study , the good news is that most companies understand this, with the web remaining the strongest channel for providing accurate answers to consumer queries.

Multichannel 49

Multichannel Entertainment Customer Service Banking 49

Eptica

AUGUST 5, 2016

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. This shows in their performance within the Index.

Multichannel 50

Multichannel Wireless Self service Contact Center 50

Eptica

JANUARY 25, 2017

compared to January 2016, marking the fourth straight improvement in results. Problems can occur for a wide number of reasons, often due to factors outside a company’s control – such as a delayed or missing delivery through a third party logistics provider, for example. Overall, consumer satisfaction has risen to 77.8,

Multichannel 51

Multichannel Customer Service Automotive Telecommunications 51

Eptica

SEPTEMBER 30, 2016

Date: Friday, September 30, 2016 4 ways of raising the profile of customer service in your organization. Published on: September 30, 2016. It focuses on three components - leading by example, achieving success and exceeding expectations. For those that haven’t yet planned NCSW (and time is running out!),

Customer Service 60

Customer Service Multichannel Contact Center Best practices 60

Eptica

NOVEMBER 9, 2016

Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. For example, 45% of APAC consumers are millennials , but that doesn’t mean they all have the same needs, wants and desires. However, this only goes so far, as age isn’t always a good guide to customer needs.

Multichannel 72

Multichannel Self service Personalization Customer Experience 72

Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Published on: April 06, 2016. For example, according to Forrester in the US 75% of CCOs are part of their company’s senior management team. What can UK organizations do to fill this gap? The key is to focus on two main areass: 1.

Chief Customer Officer 49

Chief Customer Officer Multichannel Contact Center Marketing 49

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. These findings come from the Eptica Multichannel Customer Experience Study , which has tracked the changing face of customer service in the UK, France and latterly the United States , over the last five years.

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

Eptica

JUNE 8, 2016

Date: Wednesday, June 8, 2016 Unhappy holidays? Published on: June 08, 2016. The latest Eptica Multichannel Customer Experience Study suggests that both airlines and package operators are struggling to cope with the move to digital. The state of UK travel customer experience. Share this page on: Tweet.

Airlines 49

Airlines Multichannel Customer Experience Contact Center 49

Eptica

JUNE 10, 2016

Date: Friday, June 10, 2016 Adding emotion to the customer experience. Published on: June 10, 2016. For example, consumers may complete a particular purchase but are annoyed or confused by the check out process. Using linguistics enables companies to spot these threats to customer engagement and take action to fix them.

Customer Experience 49

Customer Experience Multichannel Contact Center Metrics 49

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. Millennial attitudes also impact other groups, for example encouraging Generation Xers and Baby Boomers to also complain more if they don’t get what they require. Share this page on: Tweet. Here’s the breakdown:

Multichannel 51

Multichannel Self service Contact Center Feedback 51

Eptica

JANUARY 15, 2016

Date: Friday, January 15, 2016 Insurance, the Internet of Things and customer experience. Published on: January 15, 2016. Multichannel needs to be integrated As in every industry, customers want the ability to contact insurers through their channel of choice. Share this page on: Tweet.

Customer Experience 52

Customer Experience Multichannel CRM Analytics 52

Eptica

AUGUST 4, 2016

Date: Friday, August 5, 2016 7 ways to harness chat for improved customer service. Published on: August 05, 2016. There are many options for those companies looking to implement chat as part of their multichannel customer service infrastructure. This is because it delivers major benefits to both consumers and companies.

Customer Service 50

Customer Service Multichannel Technical Support Wait times 50

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. The figures have now been updated and released for 2016 , analyzing data that goes back to 2010. The likes of Zappos and Amazon , for example, regularly top CX league tables. more than others, and video subscribers by 13.9%

Customer Experience 50

Customer Experience Multichannel Airlines Self service 50

Eptica

OCTOBER 16, 2015

Financial services organizations topped the charts, echoing the results of the 2015 Eptica UK Multichannel Customer Experience Study , where banks scored highest for web service. These spanned six sectors in Germany, seven in France and eight in the United Kingdom. Pay-TV companies and ISPs were the lowest ranked sector.

Customer Experience 75

Customer Experience Multichannel Banking Customer centricity 75

Eptica

DECEMBER 16, 2016

Date: Friday, December 16, 2016 Why emotion is central to driving customer loyalty. Published on: December 16, 2016. For example, people want answer fast answers – in the U.S. For example, people want answer fast answers – in the U.S. Share this page on: Tweet.

Multichannel 49

Multichannel Metrics Benchmark Contact Center 49

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. For example, they can do this through self-service systems that understand and answer their queries online without needing to make direct contact with the contact center. Share this page on: Tweet.

Multichannel 50

Multichannel Self service Surveys Contact Center 50

Eptica

DECEMBER 7, 2016

Date: Wednesday, December 7, 2016 The art of dating your customer in Asia Pacific. Published on: December 07, 2016. This is equally applicable in customer service – for example, if you arrange to respond within a particular timeframe make sure that you do. Do what you promise Live up to your word.

Multichannel 74

Multichannel Customer Service Marketing Customer Experience 74

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. By focusing on particular areas, and using examples of where other organizations have benefited you can build a business case that resonates and justifies your investment. Do you want to increase efficiency?

Customer Experience 49

Customer Experience Chief Customer Officer Multichannel Self service 49

Eptica

MARCH 2, 2016

Date: Wednesday, March 2, 2016 The importance of trust to the customer experience. Published on: March 02, 2016. That’s proven by the results of the 2016 Harris Reputation Quotient , which asked 23,000 consumers to rate the reputations of 100 top companies. Share this page on: Tweet.

Customer Experience 60

Customer Experience Multichannel Entertainment Advertising 60

Eptica

MARCH 23, 2016

Date: Wednesday, March 23, 2016 Bridging the gap between purchase and service. Published on: March 23, 2016. Buying a car is the perfect example. Keeping with the TV/cable example, has the install/switchover process been explained clearly, including how they can get their service up and running? Share this page on: Tweet.

Multichannel 50

Multichannel Sales CRM Customer Service 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. Drive an Efficient Experience with Skills-Based Routing.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Eptica

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. For example, provide agents with access to a centralized knowledge base that is constantly updated with the latest answers, in order to give them the information they need to respond confidently to customers over the phone.

Technology 49

Technology Multichannel Self service Chatbots 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. It also boosts productivity – for example, Domestic and General saw training time reduce by 20% as agents were able to use its knowledge base to find answers to incoming queries.

Management 50

Management Customer Service Multichannel Best practices 50

Eptica

FEBRUARY 17, 2016

Date: Wednesday, February 17, 2016 5 ways to successfully deal with angry customers. Published on: February 17, 2016. Analyzing incoming interactions for trends provides valuable insight into what requires fixing, for example it could be something as minor as a badly designed checkout page that is causing a spike in emails and calls.

Multichannel 56

Multichannel Contact Center Surveys Customer Service 56

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. Share this page on: Tweet.

Multichannel 49

Multichannel Self service Wait times Technology 49

NICE inContact

FEBRUARY 29, 2016

One of our recently announced contracts with a large national digital healthcare company offers an excellent example of how our software enables improved business outcomes for our customers. Here’s another example of a global networking technology company serving retail, manufacturing, and other industries.

APIs 49

APIs Contact Center Healthcare B2B 49