Eptica

DECEMBER 14, 2016

Date: Wednesday, December 14, 2016 Delivering the benefits of customer service outsourcing. Published on: December 14, 2016. Author: Dharmesh Ghedia Whether it is to add capacity in specific areas, helping expansion into new markets or bringing down costs, outsourcing is a central part of customer service.

outsourcing 60

outsourcing Customer Service Multichannel Contact Center 60

Eptica

DECEMBER 2, 2016

Date: Friday, December 2, 2016 Which retailers will thrive this Christmas and beyond? Published on: December 02, 2016. The experience on each touchpoint must therefore be “right for the specific context – and personalized to each customer,” according to the analyst. Share this page on: Tweet.

Multichannel 72

Multichannel Personalization Accountability Customer Experience 72

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. Many with longer memories may recall avatars, an early version of chatbots that appeared on websites in the 2000s.

Chatbots 78

Chatbots Multichannel Self service Contact Center 78

Eptica

NOVEMBER 1, 2017

That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study. Overall performance is worsening Companies could only answer 44% of routine questions asked on the web, email, Twitter and Facebook, down from 49% in 2016. Six key takeaways from this year’s research are: 1.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

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. Where touchpoints don’t meet Take the process of onboarding a new customer, this obviously involves a range of departments, from sales, support, finance and marketing.

Multichannel 49

Multichannel Customer Service Finance 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. Share this page on: Tweet.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

Eptica

NOVEMBER 4, 2016

Date: Friday, November 4, 2016 3 ways to extend customer service across the enterprise. Published on: November 04, 2016. In increasingly competitive markets, this silo-based approach both annoys customers and adds to costs – systems are replicated between departments and knowledge is stored piecemeal, hurting efficiency.

Enterprise 65

Enterprise Customer Service Multichannel Self service 65

Eptica

NOVEMBER 28, 2016

Date: Monday, November 28, 2016 5 top trends driving customer service. Published on: November 28, 2016. Ensuring your company meets their expectations can appear daunting , particularly in highly competitive markets. Ensuring your company meets their expectations can appear daunting , particularly in highly competitive markets.

Customer Service 70

Customer Service Multichannel B2C Marketing 70

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 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

FEBRUARY 18, 2016

Date: Friday, February 19, 2016 Transforming insurance customer service: Ageas Retail Intermediary. Published on: February 19, 2016. This is driving major change in the market, as forward-looking businesses invest in the digital customer experience. Share this page on: Tweet.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 49

Talkdesk

JULY 26, 2016

From marketing to customer service to sales strategy, omnichannel is the latest, greatest buzzword. Let’s see what we found: What’s the Difference Between Omnichannel and Multichannel Customer Support? Multichannel support” is sometimes used interchangeably with “omnichannel support”. — SAP (@SAP) July 15, 2016.

Multichannel 40

Multichannel Analytics Customer Support Customer Service 40

Eptica

FEBRUARY 8, 2017

At the same time competition is increasing, with digital transformation breaking down barriers in every industry , enabling new entrants to disrupt even the most traditional markets. No wonder that in 2016 Gartner research CEOs listed customer experience as their second biggest priority, directly behind business growth.

Multichannel 52

Multichannel Metrics Customer Experience Customer Service 52

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. Subsets within key demographic groups want different things, and demand a different approach.

Multichannel 50

Multichannel Self service Surveys Contact Center 50

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

SEPTEMBER 22, 2016

Date: Friday, September 23, 2016 Getting it right first time – the impact on customer service. Published on: September 23, 2016. Normally, the required information is elsewhere in the organization, such as within the product marketing or technical teams. Share this page on: Tweet.

Customer Service 55

Customer Service Multichannel Self service Contact Center 55

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

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

Lumoa

JUNE 23, 2021

Moreover, the sector has been forecast to surpass a gross addressable market of $50 billion by 2025. Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

Eptica

MAY 3, 2017

Author: Dharmesh Ghedia Be it broadband internet services, pay TV, landline or mobile, the telecoms market is incredibly competitive. Its latest report, Comparing Service Quality , looks at customer satisfaction, complaints and other service metrics with the UK’s largest landline, broadband and mobile providers in 2016.

Customer Service 49

Customer Service Wait times Multichannel Self service 49

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. For the benefit of blog readers, can you give us some more detail on what you are seeing happening in the market? Eptica: How do digital technologies change consumer behavior?

Technology 58

Technology Multichannel Employee engagement Chatbots 58

Avaya

NOVEMBER 8, 2017

The financial services industry ranks as one of the top markets to experience massive digital disruption in the coming years. In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives. But what exactly constitutes “multichannel?”

Banking 40

Banking Multichannel Customer advocacy Upselling 40

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

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

Eptica

NOVEMBER 27, 2015

And smartphone penetration continues to grow – figures from Zenith Optimedia show that nearly two thirds (66.5%) of consumers in key digital markets such as the United States, Western Europe and Asia Pacific , will own smartphones by 2018. At the same time consumers want a personalized service. Share this page on: Tweet.

Customer Experience 51

Customer Experience Multichannel Advertising Banking 51

Comm100

DECEMBER 22, 2016

We hope your customer service department saw a lot of improvements in 2016. Despite developments in 2016, human interaction will still take precedent over AI. Source: Multichannel Merchant. Get Onboard： Interactive email isn’t just for big email marketing campaigns. Source: Email Critic. Source: Fresh Inbox.

Customer Service 35

Customer Service Benchmark Multichannel CRM 35

Eptica

NOVEMBER 16, 2017

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. I know personally from a number of recent site visits that chat resources are put ‘back on the phones’ when demand gets busy. Why are we robbing Peter to pay Paul?

Benchmark 55

Benchmark Multichannel Best practices Government 55

RichCall

SEPTEMBER 13, 2017

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. personalization. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. Evan Kirstel , Social media innovator and B2B marketer. Contact Center and CX Research and Reports.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Kayako

JANUARY 5, 2017

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. ” Marketing Interactive. Yet, the research findings show 56.6%

Omni-channel support 38

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

UJET

AUGUST 6, 2019

Mobile shopping grew 70% from 2016-2018 in the United States. The on-demand market relies on mobile apps to provide customers convenience and give contractors jobs and tasks. While that may seem strange, “ the average person has 60-90 apps installed on their phone ,” and might not want to install something new for a one-time order.

Customer Support 78

Customer Support Chatbots Interactive Voice Response Entertainment 78

Comm100

AUGUST 23, 2018

Multichannel” and “omnichannel” have been buzzwords for years now. But this, according to Murph Krajewski, VP of Marketing at Sharpen, is missing the point. In marketing realms, it means putting a message anywhere a customer might be looking, listening, etc. Organic Mobile Experiences Blur Channel Lines. billion U.S.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40