Kayako

JANUARY 14, 2016

Did you know that team size and tenure don’t make a difference in how much a customer support manager will be paid for their work? The Customer Support State of the Profession Report 2016 surveyed 116 individuals, with respondents ranging from support agents to VPs of support and CEOs. Four new facts about the support industry in 2016.

Customer Support 46

Customer Support Multichannel Surveys Customer effort 46

Eptica

AUGUST 5, 2016

Date: Friday, August 12, 2016 Delivering the benefits of knowledge management in customer service. Published on: August 12, 2016. Realizing it needed to change, Domestic & General chose to work with Eptica’s self-learning knowledge base as the basis of Fido, its new knowledge management system.

Management 48

Management Customer Service Multichannel Contact Center 48

TechSee

APRIL 10, 2018

Driven by a need to improve the ever-evolving customer experience at scale, the customer care industry is rapidly moving to more digital, multichannel, self service first, automated service practices. The 2016 Global Outsourcing Survey by Deloitte revealed that clients now expect enhanced and specialized services from outsourced consultants.

Call Center 139

Call Center Technology outsourcing Self service 139

Eptica

OCTOBER 19, 2016

Date: Wednesday, October 19, 2016 Falling through the gaps – email and the insurance industry. Published on: October 19, 2016. Share this page on: Tweet.

Multichannel 75

Multichannel Government Best practices Technology 75

Eptica

JULY 29, 2016

Date: Friday, July 29, 2016 The importance of the Knowledge Manager to customer service success. Published on: July 29, 2016. You need to make knowledge a strategic priority by appointing a Knowledge Manager to lead your efforts on an ongoing basis. What does the job of a Knowledge Manager entail?

Management 50

Management Customer Service Multichannel Best practices 50

Eptica

OCTOBER 26, 2016

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Published on: October 26, 2016. To find out, analyst ContactBabel surveyed 216 UK contact center managers and directors. Reading through the results, six key conclusions stand out: 1. Share this page on: Tweet.

Contact Center 71

Contact Center Multichannel Self service Surveys 71

COPC

NOVEMBER 3, 2016

and Execs in the Know have published survey results of the 2016 Customer Experience Management Benchmark (CXMB) Series Consumer Edition, which focuses on customer journey insights from the consumer’s perspective. While the preference for Traditional Care remains strong, there was a slight pullback in 2016.

Customer Care 40

Customer Care Surveys Benchmark Customer Experience 40

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: March 18, 2016. Therefore, you’d expect customer service to be continually improving, but the 2016 Eptica Retail Multichannel Customer Experience Study found that this isn’t the case. However, performance varied.

Multichannel 49

Multichannel Entertainment Customer Service Self service 49

Eptica

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Can you manage the integration between chatbots and back office systems that enable it to access customer details securely and make changes safely and with a full audit trail? Share this page on: Tweet.

Chatbots 78

Chatbots Multichannel Self service Contact Center 78

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. By focusing on customer experience management, rather than particular channels, organizations will benefit in three ways: 1. Share this page on: Tweet. Share this page on: Tweet.

Customer centricity 73

Customer centricity Multichannel Technology Customer Experience 73

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

MARCH 11, 2016

Date: Friday, March 11, 2016 How good are UK brands at email customer service? Published on: March 11, 2016. However, UK brands are struggling to cope with the emails they receive , with performance overall worsening according to the latest Eptica Multichannel Customer Experience Study. There are over 4.35

Multichannel 49

Multichannel Customer Service Banking Metrics 49

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. Share this page on: Tweet.

Customer Service 75

Customer Service Multichannel Self service Surveys 75

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

Eptica

APRIL 18, 2016

Date: Monday, April 18, 2016 Hanging on for telecoms customer service. Published on: April 18, 2016. Therefore, it is worth comparing the Ofcom figures with the evaluation of telecoms companies carried out as part of the 2016 Eptica UK Multichannel Customer Experience Study. Share this page on: Tweet.

Multichannel 49

Multichannel Customer Service Upselling Customer Experience 49

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

AUGUST 26, 2016

Date: Friday, August 26, 2016 What do consumers want from brands today? Published on: August 26, 2016. Author: Derek Lewis Companies understand that meeting customer needs is central to business success. Share this page on: Tweet.

Multichannel 49

Multichannel Contact Center Metrics Customer Service 49

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. However, adopting this triage method for incoming interactions helps teams better manage workloads and ensure that all conversations are meaningful, whatever channel they occur on. Share this page on: Tweet.

Customer Service 71

Customer Service Multichannel Self service Contact Center 71

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 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

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

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Published on: April 06, 2016. Given their importance, customer experience programs have to be led from the top, with senior management heavily involved and setting a strong strategy for the whole organization to follow. Share this page on: Tweet.

Chief Customer Officer 49

Chief Customer Officer Multichannel Contact Center Marketing 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. Share this page on: Tweet.

Airlines 49

Airlines Multichannel Customer Experience Contact Center 49

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

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. Given the high profile of NCSW, what better time for your CEO and senior management to learn firsthand what customers are saying about their business? Share this page on: Tweet.

Customer Service 60

Customer Service Multichannel Contact Center Best practices 60

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. The Global State of Customer Experience 2016 , a new research report from the CX Network, provides some interesting insight into what is happening across the world. over the course of the year.

Customer Experience 54

Customer Experience Multichannel CRM Contact Center 54

COPC

MAY 23, 2016

CXMB Survey shows difference in consumer and corporate perceptions in managing the customer experience. recently presented at the 2016 CXMB Workshops in San Diego and Toronto, organized by Execs In The Know. These events featured conversations among top brands about managing the customer experience. At both workshops, COPC Inc.

Surveys 40

Surveys Multichannel Benchmark Customer Experience 40

Eptica

MARCH 14, 2018

In the latest Eptica Multichannel Customer Experience study , we evaluated the real-world online experience of 100 leading companies – including ten banks – by asking typical customer questions over the web, email, Twitter, Facebook and chat. However, this was a drop from 2016’s figure (84%) and 2015’s 91%.

Banking 49

Banking Customer Experience Multichannel Government 49

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

JANUARY 15, 2016

Date: Friday, January 15, 2016 Insurance, the Internet of Things and customer experience. Published on: January 15, 2016. By being able to constantly monitor a connected object, whether it is a car, person or house, insurers are able to access a wealth of data that they can use to manage risk. This has tripled since 2014.

Customer Experience 52

Customer Experience Multichannel CRM Analytics 52

Eptica

JUNE 10, 2016

Date: Friday, June 10, 2016 Adding emotion to the customer experience. Published on: June 10, 2016. Author: Pauline Ashenden Delivering the right customer experience isn’t just about systems and processes – it is also about how the consumer feels during, and at the end of, the journey. Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Contact Center Metrics 49

Eptica

APRIL 22, 2016

Date: Friday, April 22, 2016 Chatbots and customer service. Published on: April 22, 2016. Author: James Gladwish People now spend more time online on their smartphones rather than on their PCs or laptops. Share this page on: Tweet.

Chatbots 49

Chatbots Customer Service Multichannel Technology 49

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. One of the key points raised is that while senior managers now understand the importance of customer experience , many are unsure where to start when it comes to improving what they offer to consumers.

Customer Experience 49

Customer Experience Chief Customer Officer Multichannel Self service 49

Eptica

MAY 18, 2016

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Published on: May 18, 2016. Author: Anne-Merete Jensen Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents. Share this page on: Tweet.

Contact Center 51

Contact Center Multichannel Average Handle Time Scripts 51

CSR Inc.

JANUARY 8, 2017

The Millennial generation is changing the way we do business, and call center managers are learning that not only are we changing how we market and sell to them, but also how we train and integrate them into the workplace.As The difference between multichannel and omnichannel? In one word: integration.

Call Center 48

Call Center Multichannel call center workforce Gamification 48

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

Eptica

DECEMBER 16, 2016

Date: Friday, December 16, 2016 Why emotion is central to driving customer loyalty. Published on: December 16, 2016. This will help managers understand why it’s important. Author: Steve Nattress There are multiple factors that feed into the customer experience. Share this page on: Tweet.

Multichannel 49

Multichannel Metrics Benchmark Contact Center 49