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

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

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

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. Share this page on: Tweet.

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. 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

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

MAY 18, 2016

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Published on: May 18, 2016. One way to balance consistency and personality is to provide template answers to agents , then allowing them to personalize, based on the individual circumstances of each interaction. Share this page on: Tweet.

Contact Center 51

Contact Center Multichannel Average Handle Time Scripts 51

Lumoa

JUNE 23, 2021

While these solutions will have the same ambition, CCaaS will focus on managing customer interactions intelligently by connecting to cloud-based applications that are chargeable on a monthly basis. This recent increase in its favor has much to do with consumers’ fondness of soliciting personalized support.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

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. Linguistics is one way to deliver this. Share this page on: Tweet. Share this page on: Tweet.

Multichannel 50

Multichannel Self service Surveys Contact Center 50

Eptica

SEPTEMBER 9, 2016

Date: Friday, September 9, 2016 Can you afford to lose half your customers? Published on: September 09, 2016. Make sure you keep your records up to date, and systems are linked so you can deliver joined-up, personalized service based on their previous purchases and interactions with you. Share this page on: Tweet.

Multichannel 49

Multichannel Self service Wait times Technology 49

Eptica

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. You can also use workflow that analyzes incoming queries and automatically routes them to the best available person within the organization, along with a suggested template answers. Share this page on: Tweet. Share this page on: Tweet.

Technology 49

Technology Multichannel Self service Chatbots 49

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. When the customer wants to interact on an emotional level Self-service systems provide information but they obviously don’t let consumers engage with a person. Share this page on: Tweet.

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. By using linguistic technology your knowledge base should be able to provide fast, accurate answers to customer queries while minimizing the time needed to manage it. Share this page on: Tweet.

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

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

Eptica

FEBRUARY 17, 2016

Date: Wednesday, February 17, 2016 5 ways to successfully deal with angry customers. Published on: February 17, 2016. Remember that the customer isn’t angry with you as an individual, so don’t take it personally. Share this page on: Tweet.

Multichannel 56

Multichannel Contact Center Surveys Customer Service 56

Talkdesk

DECEMBER 13, 2016

This year’s show will focus on today’s most pressing customer service topics: the use of bots, omnichannel vs. multichannel support, CSAT improvement and customer loyalty. If any part of your job involves communicating with customers or managing agents who communicate with customers, there’s a session for you.

Multichannel 40

Multichannel Customer Support Customer Experience Personalization 40

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

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.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

COPC

AUGUST 4, 2016

It is likely that a multichannel approach, in which the company sends an email or text message first, waits to see whether the customer reads it and responds, and then follows up with a voice call, will become popular, the report concludes. “As Originally published in the June 2016 issue of CRM magazine. .

Contact Center 40

Contact Center CRM Average Handle Time Multichannel 40

Eptica

NOVEMBER 16, 2017

What is happening within the management of that contact centre for such inconsistency to happen and most probably not even be noticed? The 2016 version of the research did a deep dive on this and discovered that just 23% of those 100 brands provided consistent answers over two channels. Why are we robbing Peter to pay Paul?

Benchmark 55

Benchmark Multichannel Best practices Government 55

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. This increases efficiency.

Multichannel 65

Multichannel Customer Service Self service Contact Center 65

Eptica

DECEMBER 9, 2016

Date: Friday, December 9, 2016 What’s the state of European customer service? Published on: December 09, 2016. Author: Neil Cox Wherever they are in the world, consumers have rising expectations when it comes to the experience they receive from brands. But how does it vary between different countries? Share this page on: Tweet.

Customer Service 75

Customer Service Multichannel Surveys Feedback 75

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

NOVEMBER 28, 2016

Date: Monday, November 28, 2016 5 top trends driving customer service. Published on: November 28, 2016. Consequently, successfully managing and sharing knowledge is crucial. On the positive side, digital provides the chance to respond personally and engage with your customers, strengthening relationships and increasing loyalty.

Customer Service 70

Customer Service Multichannel B2C Marketing 70

Eptica

DECEMBER 14, 2016

Date: Wednesday, December 14, 2016 Delivering the benefits of customer service outsourcing. Published on: December 14, 2016. The figure is continually growing – the value of contracts signed in the UK in the first three quarters of 2016 was up 80% year on year. Share this page on: Tweet.

outsourcing 60

outsourcing Customer Service Multichannel Contact Center 60

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. Previously, they could only manage five.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 49

Eptica

JULY 22, 2016

Date: Friday, July 22, 2016 6 ways to transform social customer service. Published on: July 22, 2016. Get it right and provide the personalized, fast response that consumers demand and you will boost engagement. Get it right and provide the personalized, fast response that consumers demand and you will boost engagement.

Multichannel 50

Multichannel Customer Service B2C CRM 50

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

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

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. Before, when there was only a single channel, the person that received the query was obliged to find a solution to the customer’s problem. Share this page on: Tweet.

Technology 58

Technology Multichannel Employee engagement Chatbots 58

Eptica

MAY 27, 2016

Date: Friday, May 27, 2016 Narrowing the gap between US and UK customer experience. Published on: May 27, 2016. Senior managers, including the CEO, are much more involved in the customer experience , understanding the importance of service to differentiate their company and offering in the marketplace. Share this page on: Tweet.

Chief Customer Officer 49

Chief Customer Officer Customer Experience Multichannel Finance 49

Eptica

SEPTEMBER 1, 2016

Date: Thursday, September 1, 2016 Are you joining the dots when it comes to customer service? Published on: September 01, 2016. It can be difficult to join this up but by bringing it together companies can ensure they deliver the fast, personalized service that today’s consumers demand. Share this page on: Tweet.

Multichannel 48

Multichannel Customer Service Customer Experience Management 48

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

JULY 13, 2016

Date: Wednesday, July 13, 2016 Overcoming the challenges of digital customer service. Published on: July 13, 2016. Integrating all of these gives managers unparalleled visibility into operations , allowing them to answer questions such as what are customers asking? How are they making contact? What can be improved?

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. So ensure you have the workflow in place to immediately escalate such queries to the right person , and make sure you can monitor the interaction until it is satisfactorily resolved.

Customer Service 55

Customer Service Multichannel Self service Contact Center 55

Eptica

FEBRUARY 8, 2017

No wonder that in 2016 Gartner research CEOs listed customer experience as their second biggest priority, directly behind business growth. 37% listed customer experience management software as their top technology investment over the next five years. Share this page on: Tweet.

Multichannel 52

Multichannel Metrics Customer Experience Customer Service 52