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. Global Contact Centre Benchmarking Report, Dimension Data 2017.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? Published on: January 12, 2017. Author: Pauline Ashenden As we move into 2017, now is a good time to review last year and use the insight to plan for the future. Find out what they are in this blog post.

Multichannel 59

Multichannel Customer Service Contact Center Benchmark 59

COPC

OCTOBER 25, 2017

We will review each one of these during this four-part blog series, and they are: Part 1: What channels do we offer, and what are our customers using? Chief among them are Benchmarking , Industry Consumer Research , Customer Surveys and Focus Groups. Benchmarking. Luckily, there are several methods for getting to the answer.

Customer centricity 40

Customer centricity Benchmark Surveys Customer Experience 40

NICE inContact

NOVEMBER 12, 2019

multichannel customer service? Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017. With multichannel, the customer would have to end the chat session, then call in to speak to a live agent.

Multichannel 54

Multichannel Benchmark Contact Center Self service 54

GetFeedback

APRIL 25, 2019

This shift isn’t lost on businesses either—in 2017, two-thirds of marketers say their companies compete mostly on the basis of customer experience (CX), according to a Gartner Customer Experience survey. But multichannel service can only do so much because while these channels work alongside one another they’re largely separate.

Customer Service 74

Customer Service Multichannel CRM Journey mapping 74

COPC

MAY 16, 2018

And while this approach is covered in great detail in a four-part blog published in October 2017 (which can be found here ), the foundational steps of taking a customer-centric approach to channel strategy are as follows: Step 1: Ask which channels are currently offered and which channels customers are actually using.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42

Avaya

APRIL 24, 2017

The question is: How do you bring your email, tweet, post, or blog to my attention amid all the clutter? According to Deloitte’s 2017 “Contact Center Benchmarking Report,” nearly 60% of customer channels are currently being managed in silos. It’s 10 a.m. and I show 59 emails received (up from 47 just two minutes ago).

Analytics 59

Analytics Journey mapping Contact Center Benchmark 59