Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. And 73% said if they had received better live/in-person customer service it might have had an impact on their decision to switch. Here are some tips on how this can be achieved: 1.

Customer Service 75

Customer Service Multichannel Self service Surveys 75

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

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

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

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. Be truly multichannel Traditionally, insurance was a paper and telephone based industry, but the pervasiveness of digital technology in daily life, has dramatically changed consumer expectations.

Multichannel 60

Multichannel Transportation Benchmark Self service 60

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. Share this page on: Tweet.

Chatbots 78

Chatbots Multichannel Self service Contact Center 78

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

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 9, 2016

Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. Be personal In return for great experiences, tailored to their needs, today’s consumers are happy to give up more of their personal data, provided it is kept safe and used to improve the service they receive.

Multichannel 72

Multichannel Self service Personalization Customer Experience 72

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

FEBRUARY 12, 2016

Date: Friday, February 12, 2016 Has UK customer service turned a corner? Published on: February 12, 2016. The personal touch in customer service Going beyond the figures, the UKCSI investigated how customer priorities are changing, based on 34 criteria. Share this page on: Tweet.

Multichannel 49

Multichannel Customer Service Banking Contact Center 49

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

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

JULY 20, 2016

Date: Wednesday, July 20, 2016 What do millennials expect from customer service? Published on: July 20, 2016. Show empathy and compensate them Millennials want to feel that they are talking to a real person who understands their problem, and will do their best to make them happy again. Share this page on: Tweet.

Customer Service 51

Customer Service Multichannel Self service Personalization 51

Talkdesk

JULY 26, 2016

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. — Jonty Pearce (@JontyPearce) June 15, 2016. Customer service has become personal.

Multichannel 40

Multichannel Analytics Customer Support Customer Service 40

COPC

NOVEMBER 16, 2016

Methodology 2016 data: Conducted by Google Consumer Surveys, August 8–12, 2016 and based on 200 online responses. Methodology 2016 data: Conducted by Google Consumer Surveys, August 8–12, 2016 and based on 200 online responses. of leisure travelers. Sample: National Adult Internet Population. See Figure 3. See Figure 4.

Surveys 40

Surveys Multichannel Customer Care Personalization 40

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.

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

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

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.

Technology 49

Technology Multichannel Self service Chatbots 49

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

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

Avaya

MAY 18, 2016

2016 is shaping up to be the year of the Chatbot. From the traditional call center, with rows of agents handling multiple calls, we have moved on to the contact center, and multichannel communications, to the omnichannel experience. Customer experience professionals love the omnichannel.

Chatbots 48

Chatbots Multichannel Contact Center Analytics 48

Avaya

JULY 14, 2016

2016 is shaping up to be the year of the Chatbot. Rather, chatbots are freeing up humans and, somewhat counterintuitively, helping to deliver a more personalized experience. Customers today expect to receive an always-on personal digital experience. Meeting that expectation is no longer optional. Better Collaboration.

Chatbots 45

Chatbots Customer Experience Multichannel Real estate 45

Lumoa

JUNE 23, 2021

Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale. 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

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. Integration to enable easy escalation of queries Not every question can be answered through self-service – some are simply too complex or personal. Share this page on: Tweet.

Self service 51

Self service Multichannel Contact Center Feedback 51

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

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

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

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

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. The schedule is full of opportunities to interact with these high-profile personalities to get advice, exchange ideas and build relationships.

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

Avaya

MAY 10, 2016

Gartner predicts that the last mile for multichannel and exceptional customer experiences will mimic human conversations, with both listening and speaking, a sense of history, in-the-moment context, and the ability to respond, add to, and continue with a thought or purpose at multiple occasions and places over time.

Multichannel 48

Multichannel Customer advocacy Customer retention Call Center 48