Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. So, McKinsey’s recent US Customer Sentiment Survey should be required reading for anyone involved in customer experience. 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

FEBRUARY 17, 2016

Date: Wednesday, February 17, 2016 5 ways to successfully deal with angry customers. Published on: February 17, 2016. In fact, 61% of agents surveyed by Eptica said they found it difficult to understand the language used by customers , with 32% saying it was hard to recognize anger or upset in digital communications.

Multichannel 56

Multichannel Contact Center Surveys Customer Service 56

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. After surveying financial service institutions across 32 markets worldwide, the firm reported an average global bank relevance score of 75%. But what exactly constitutes “multichannel?”

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

Eptica

NOVEMBER 16, 2017

Being an annual survey, there is also trend data that, for instance, shows channel competence over time within a sector. 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

COPC

AUGUST 4, 2016

Debt collection makes up 6 percent of outbound activity, and customer satisfaction surveys account for just 4 percent of the total volume. Additionally, “the personalization of outbound customer contact will be supported through the use of dynamic scripting,” Morrell says. Originally published in the June 2016 issue of CRM magazine.

Contact Center 40

Contact Center CRM Average Handle Time Multichannel 40

Comm100

AUGUST 23, 2018

Multichannel” and “omnichannel” have been buzzwords for years now. Their total customer count is over 310 million active customers – a number that was last reported in 2016. We have the best specialists in the business — and now, they’ll be able to deliver customer solutions in an even more personal, face-to-face way.”.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

Eptica

DECEMBER 9, 2016

Date: Friday, December 9, 2016 What’s the state of European customer service? Published on: December 09, 2016. To find out Engage Business Media recently surveyed over 3,000 consumers in six European countries (the UK, France, the Netherlands, Germany, Italy and Sweden). But how does it vary between different countries?

Customer Service 75

Customer Service Multichannel Surveys Feedback 75

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

MARCH 8, 2016

Date: Wednesday, March 9, 2016 The importance of integrating Twitter into customer service. Published on: March 09, 2016. Deliver a multichannel service Consumers want to be able to use multiple channels to communicate with a company – often switching between them during the same interaction.

Multichannel 50

Multichannel Customer Service Airlines CRM 50

Eptica

MAY 27, 2016

Date: Friday, May 27, 2016 Narrowing the gap between US and UK customer experience. Published on: May 27, 2016. That’s the stark finding from new research from KPMG Nunwood, based on a survey of 7,500 US consumers covering 243 brands across 10 sectors. Share this page on: Tweet.

Chief Customer Officer 49

Chief Customer Officer Customer Experience Multichannel Finance 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. The openness and simplicity of social media is therefore both a challenge and an opportunity for companies.

Multichannel 50

Multichannel Customer Service B2C CRM 50

CSR Inc.

APRIL 30, 2017

2016 blogpost at Playvox: Microsoft’s 2016 State of Multichannel Customer Service Report found that 64% of people polled use live chat for customer support on a regular basis. From a Dec. Fans of chat mention convenience and positive outcomes as its primary selling points.

Customer Service 48

Customer Service Multichannel Customer Support Call Center 48

Eptica

AUGUST 3, 2016

Date: Wednesday, August 3, 2016 Coping with the switch from phone to digital customer service. Published on: August 03, 2016. Author: Pauline Ashenden Everyone knows that we live in a multichannel world, but how is this impacting companies on the ground? Share this page on: Tweet.

Multichannel 51

Multichannel Customer Service Self service Contact Center 51

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. personalization. Contact Center and CX Research and Reports.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

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. To do this, have a look at customer service feedback surveys and reports from different channels. AI Will Take a Back Seat.

Customer Service 36

Customer Service Benchmark Multichannel CRM 36

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”. Provide personal and proactive social customer support. PBwiUbyDOv ). -KG.

Omni-channel support 38

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