Eptica

MARCH 14, 2018

Date: Wednesday, March 14, 2018 How do UK banks rate on customer experience? Author: Neil Cox Banking, like many other sectors, is undergoing a period of disruption and change. How are UK banks doing in terms of the customer experience? The social media experience delivered by the banks also trails behind some other sectors.

Banking 49

Banking Customer Experience Multichannel Government 49

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. Global Contact Centre Benchmarking Report, Dimension Data 2017. self-service. Self-service. of companies. omnichannel. mobile apps.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

HGS

SEPTEMBER 6, 2017

Hospital and health system leaders should evaluate the potential for adapting value-based principles to the patient contact center, and move beyond the quantitative benchmarks as a measure of their efficacy. Rather than leaning on legacy benchmarks, the modern contact center should be value-based (i.e.,

Contact Center 113

Contact Center Healthcare Benchmark Airlines 113

Pointillist

NOVEMBER 11, 2019

You also need to know why First Call Resolution is important, along with standard benchmarks and emerging FCR trends. Use Case: How a Retail Bank Uses Journey Analytics to Track FCR Across Service Channels A retail bank uses a customer journey analytics platform to track contact resolution on every service channel.

First call resolution 74

First call resolution Call Center Metrics Benchmark 74

JustCall

NOVEMBER 24, 2022

So, let’s take a consistent approach to the fundamentals of call center quality assurance: 62 % of US customers have stopped doing business with a brand because of poor customer service. Self-service channel. This is the latest benchmark for evaluating quality assurance of call centers. Social media overflow.

Call Center 52

Call Center First call resolution Quality management Contact Center 52

Eptica

NOVEMBER 1, 2017

Date: Wednesday, November 1, 2017 UK brands struggling with digital customer experience. Published on: November 01, 2017. That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study. Use web self-service , chatbots and other AI-based technologies to automate basic interactions.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49