Calabrio

JANUARY 19, 2017

At Calabrio, we know that to achieve those goals, successful companies are constantly analyzing what is and is not resonating with customers and driving those insights back into the business. More and more companies are realizing that the key to happy customers is happy employees. 2017 is all about #customersatisfaction.

Employee engagement 59

Employee engagement Analytics Multichannel Contact Center 59

Eptica

JANUARY 5, 2017

Date: Thursday, January 5, 2017 Consistency must be the customer service buzzword in insurance. Published on: January 05, 2017. Author: Chris Eideh Providing consistent accurate information when responding to queries is one of the key elements of good customer service. Share this page on: Tweet.

Multichannel 48

Multichannel Customer Service Advertising Customer Experience 48

Eptica

JANUARY 25, 2017

Date: Wednesday, January 25, 2017 The 5 trends brands need to address for improved customer service. Published on: January 25, 2017. Author: Pauline Ashenden The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service.

Multichannel 51

Multichannel Customer Service Automotive Telecommunications 51

Eptica

FEBRUARY 20, 2018

Date: Wednesday, February 21, 2018 5 tips to transform your social customer service. That makes social customer service a major, growing part of every brand’s customer experience. That makes social customer service a major, growing part of every brand’s customer experience.

Customer Service 55

Customer Service Multichannel Best practices Self service 55

Eptica

OCTOBER 18, 2017

Date: Wednesday, October 18, 2017 The importance of security and GDPR to the digital customer experience. Published on: October 18, 2017. Author: Pascal Gauvrit Thanks to the rise of digital channels, brands now possess large amounts of personal data on their customers. Share this page on: Tweet.

Customer Experience 88

Customer Experience Multichannel Best practices Personalization 88

Eptica

NOVEMBER 29, 2017

Date: Wednesday, November 29, 2017 The changing face of European Customer Experience. Published on: November 29, 2017. Author: Olivier Njamfa How good are European companies at delivering the customer experience that consumers demand? Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Surveys Marketing 49

Eptica

APRIL 26, 2017

Date: Wednesday, April 26, 2017 Customer Experience in action through Artificial Intelligence. Published on: April 26, 2017. Author: Olivier Njamfa Winning and retaining customer loyalty is vital for every business. We look forward to seeing your there.

Customer Experience 70

Customer Experience Multichannel Marketing Metrics 70

NICE inContact

OCTOBER 28, 2016

Organizations in the leader quadrant have balanced these two important qualities and are described as: “ …those suppliers with a strong multichannel product and service capability that have already. amassed a large installed base of both large and small customers. Shift from reactive to proactive customer service.

Contact Center 65

Contact Center Multichannel Contact center software Cloud contact 65

Eptica

JANUARY 19, 2017

Date: Thursday, January 19, 2017 Capturing emotion for a better APAC customer experience. Published on: January 19, 2017. However, in today’s competitive markets this is no longer enough to win and retain customer loyalty. This is particularly true as we move into 2017. Share this page on: Tweet.

Customer Experience 58

Customer Experience Multichannel Self service Scripts 58

Eptica

JUNE 7, 2017

Date: Wednesday, June 7, 2017 How the insurance sector is failing to rise to the digital CX challenge. Published on: June 07, 2017. In the 2017 Insurance Customer Conversations study 91% of consumers said that good service makes them more likely to stay loyal to insurance providers. The result?

Multichannel 49

Multichannel Marketing Personalization Surveys 49

Eptica

MARCH 14, 2018

At the same time online and mobile banking is growing, while traditional players also face a raft of agile new entrants that are focusing on the experience and services they provide to customers. How are UK banks doing in terms of the customer experience? The Year of Humanity: Putting the customer first in 2018.

Banking 49

Banking Customer Experience Multichannel Government 49

COPC

OCTOBER 10, 2017

Hot off the presses, the 2017 Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series, titled The Consumer’s Voice: Opinions, Perceptions and Expectations , was recently released during the Execs In The Know Customer Response Summit, Chicago, on September 19-21. From now until November 17, 2017, COPC Inc.

Multichannel 40

Multichannel Surveys Benchmark Customer Care 40

Eptica

MAY 29, 2019

Retailers are not enabling multichannel conversations Performance varies considerably between channels, with a definite bias towards the web. In 2017 brands answered 50% of queries on Twitter, an average response rate that has dropped to 38% this year. email management, social, media, Twitter, Facebook Categories: News, Best Practice.

Banking 56

Banking Multichannel Airlines Best practices 56

Eptica

DECEMBER 2, 2016

Against this backdrop, and with fierce competition from online marketplaces such as Amazon and eBay, Forrester Research believes that retailers must now deliver rich, personalized customer experiences to win and retain customers both now and moving into 2017. Share this page on: Tweet.

Multichannel 72

Multichannel Personalization Accountability Customer Experience 72

Eptica

NOVEMBER 16, 2017

Date: Thursday, November 16, 2017 We Are In Denial About Omnichannel Engagement Being A Done Deal. Published on: November 16, 2017. In other words, the mix of voice, text and occasional video communications, resourced within contact centres, which serve both online and offline customers. This was not a one off situation.

Benchmark 55

Benchmark Multichannel Best practices Government 55

Revation Systems

MAY 21, 2018

billion connected devices were reportedly in use globally last year (2017) alone — a number that’s up 30 percent from the previous year. Unified Communications: The Foundation of Multichannel Communication. According to a recent report published by Gartner , 8.4

Multichannel 48

Multichannel Marketing Technology Customer Service 48

Livepro

JULY 17, 2018

In many of his roles, Paul’s primary focus has been to substantially improve business revenue and profits through a passion of providing improved customer service through ‘real’ innovation. Paul has received a number of awards for customer service excellence including ‘best practice in manufacturing’ from the Victorian Government.

Transportation 40

Transportation Government Multichannel Consulting 40

Sykes

MARCH 5, 2019

The acquisition of Alpine Access in 2012 also differentiated SYKES with an established, reliable and secure home-based service option that allows for rapid scalability and flexibility. Its Americas and EMEA regions primarily provide customer?engagement It delivers cost?effective For additional information please visit www.sykes.com.

Marketing 75

Marketing Technical Support Enterprise Transportation 75

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Published on: February 22, 2017. Service design must deliver a coherent experience across all channels and touchpoints Everyone in your company must realize that they are now in customer service.

Multichannel 55

Multichannel Best practices Customer effort Marketing 55

Eptica

NOVEMBER 21, 2018

The key is delivering a customer experience that engages consumers and builds loyalty, particularly online. According to Forrester by 2020 almost half of global retail sales will be via the web – with $2 trillion spent via ecommerce in 2017 alone.

Multichannel 62

Multichannel Best practices Surveys Sales 62

Eptica

APRIL 5, 2017

Date: Wednesday, April 5, 2017 Why customer experience is central to digital transformation in insurance. Published on: April 05, 2017. Customer expectations are rising, regulation is increasing and digital transformation is fundamentally changing how insurers operate , while lowering the barriers to entry for new competitors.

Customer Experience 49

Customer Experience Multichannel Marketing Technology 49

Comm100

AUGUST 23, 2018

In other words, why invest in chasing after customer expectations when you could be shaping those expectations yourself? This blog post is not about the top customer service trends to watch out for in 2018. What we have compiled here is a list of today’s industry-leading customer service examples.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

COPC

JUNE 20, 2019

In the quest for faster, easier and more cost-effective service journeys, we are seeing many organisations across a wide range of industries turning to online solutions or self-service, technology-assisted interactions as the future of customer interactions. This represents a 5.6 times growth year on year.

Chatbots 40

Chatbots Multichannel Self service Benchmark 40

Eptica

OCTOBER 10, 2017

Date: Wednesday, October 11, 2017 Balancing the human and the digital in customer experience. Published on: October 11, 2017. You might also be interested in these posts: National Customer Service Week: The opportunity of Artificial Intelligence. Share this page on: Tweet.

Customer Experience 49

Customer Experience Chatbots Multichannel Self service 49

Verint

SEPTEMBER 13, 2017

In the customer service environment, knowledge management (KM) is the systematic management of an organization's information assets, including the efficient handling and distribution of information and data resources residing within, and often outside, an enterprise.

Self service 26

Self service Multichannel Management Enterprise 26

COPC

APRIL 6, 2018

For more details about these and other customer experience metrics, we invite you to visit the COPC Standards section of our website and download the COPC Customer Experience (CX) Standard, Customer Service Provider version – the industry’s most well-known and respected Standard.

Metrics 40

Metrics Schedule adherence Multichannel Benchmark 40

Global Response

JUNE 20, 2023

Consider that the Tunisian workforce offers educated, multilingual workers who are well-trained in providing quality customer service. Tunisia’s focus on education and strong universities develop workers who are well-versed in communications, technology, international business, customer service and other areas.

Call Center 62

Call Center outsourcing Bilingual agents Education 62

VocalCom

MARCH 26, 2018

While customers may enjoy faster and more personalized service, their experiences are hardly stress-free. Making purchases online comes with risks, and companies that fail to protect their customers lose trust. With the number of data breaches that have occurred in recent times, it’s no wonder that customers need reassurance.

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97

JivoChat

APRIL 19, 2021

Multichannel ecommerce can help you boost sales, make your services more visible, and drive customer loyalty. In this post, we’ll tell you how to get started with a multichannel ecommerce strategy. Multichannel selling is an investment, but when executed well, it can significantly improve profit margins.

Multichannel 52

Multichannel Best practices Engineering Analytics 52

VocalCom

JUNE 17, 2019

As artificial intelligence continues to modernize customer experiences, chatbots are at the heart of this technological revolution. According to Business Insider, 67% of customers worldwide used a chatbot for support in 2017—and the numbers continue to rise. They get 24/7 customer service.

Chatbots 48

Chatbots Contact center software Self service Banking 48

Creative Virtual

DECEMBER 13, 2018

We continued our five-year-long celebration of our Queen’s Awards for Enterprise: Innovation 2017 by publishing more Meet the Team interviews and pushing forward with our Innovations Roadmap. We once again celebrated Customer Service Week (1-5 October) and CX Day (2 October) with a special series of posts on the Creative Virtual blog.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

VocalCom

AUGUST 6, 2018

When you think of how artificial intelligence is being used in customer service these days, chatbots may come to mind. Indeed, chatbots have redefined the way in which customers interact with brands, helping consumers find answers more quickly and make purchases more seamlessly.

Customer Experience 48

Customer Experience Chatbots Big data Contact center software 48

Comm100

DECEMBER 22, 2016

We hope your customer service department saw a lot of improvements in 2016. But no matter where you stand at the end of the year, every team is wondering the same thing: what will 2017 bring? Third party messaging applications, like Facebook messenger and Kik, will become mainstream channels for customer service.

Customer Service 34

Customer Service Benchmark Multichannel CRM 34

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Sykes

MARCH 18, 2019

The acquisition of Alpine Access in 2012 also differentiated SYKES with an established, reliable and secure home-based service option that allows for rapid scalability and flexibility. Its Americas and EMEA regions primarily provide customer?engagement It delivers cost?effective About Symphony Ventures.

Technical Support 16

Technical Support Enterprise outsourcing Business Process Outsourcing 16

ProProfs Blog

AUGUST 19, 2020

For example, who could forget the dreadful incident of the United Express Flight 3411 in 2017? Here is a quick recap: Right before an overbooked United Express flight took off on April 9, 2017, airplane staff were recorded manhandling and forcibly removing passengers to make room for airline employees. . Let us get started!

Customer Service 158

Customer Service Airlines Customer centricity Accountability 158

GetFeedback

APRIL 25, 2019

Working to improve your customer service has always been important, but in today’s highly competitive business environment it’s more essential than ever. As companies begin to compete on customer experience, consumers are increasingly setting higher standards for how they expect to be treated.

Customer Service 74

Customer Service Multichannel CRM Journey mapping 74