Eptica

JANUARY 19, 2017

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

Customer Experience 58

Customer Experience Multichannel Self service Scripts 58

Eptica

MARCH 14, 2018

This has led nearly 1m people to switch their bank account during 2017, with initiatives such as the Current Account Switching Scheme making it possible for customers to move all regular outgoing and incoming payments from an old account to a new account within seven working days and without much effort at all.

Banking 49

Banking Customer Experience Multichannel Government 49

Revation Systems

MAY 21, 2018

As new innovations in technology continue to emerge, consumers are turning to a growing number of mobile devices, so it’s easy to understand why the demand for flexible communications is growing at such a pace. 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

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

Sykes

MARCH 5, 2019

While traditional contact centers continued to score well in terms of execution, this year’s report noted a significant difference in the results for the innovation categories, with information technology (IT) service providers and consultancies leading the pack. channel demand generation and global customer engagement services.

Marketing 75

Marketing Technical Support Enterprise Transportation 75

Eptica

APRIL 5, 2017

Date: Wednesday, April 5, 2017 Why customer experience is central to digital transformation in insurance. Published on: April 05, 2017. Innovate Insurers need to lead the market, embracing technology with new services and new ways of building relationships with consumers. Digital technology is central to this.

Customer Experience 49

Customer Experience Multichannel Marketing Technology 49

Global Response

JUNE 20, 2023

Aside from its reputation as a beautiful vacation destination just a few hours from Europe, Tunisia has also established itself as a business and technology hub in Northern Africa. Alongside the human element, there’s also the technological backbone to consider.

Call Center 62

Call Center outsourcing Bilingual agents Education 62

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. Chatbots . This represents a 5.6 times growth year on year. Overall Summary.

Chatbots 40

Chatbots Multichannel Self service Benchmark 40

Eptica

FEBRUARY 20, 2018

Research from Deloitte estimates that social interactions will rise from 4% to 9% of contact center workload between 2017 and 2019. Use technology to support your agents As we’ve said before, the number of queries brands receive on social media is potentially enormous – Twitter believes that over 4.5

Customer Service 55

Customer Service Multichannel Best practices Self service 55

Livepro

JULY 17, 2018

Topic: ‘Demystifying multichannel customer experience’ Lyn Trewenack is the national consulting director for BBB Advisory. In fact, she has been back in the US again a few times this year investigating leading edge customer contact changes, including yet-to-be-released technology. Lyn Trewenack – Director at BBB Advisory.

Transportation 40

Transportation Government Multichannel Consulting 40

Eptica

FEBRUARY 22, 2017

Date: Wednesday, February 22, 2017 Building a strong customer-focused service culture. Published on: February 22, 2017. Technology is going to be key and this includes providing tools such as a centralized knowledge base to help staff address customer questions and problems in a consistent, systematic way.

Multichannel 55

Multichannel Best practices Customer effort Marketing 55

Eptica

OCTOBER 10, 2017

Date: Wednesday, October 11, 2017 Balancing the human and the digital in customer experience. Published on: October 11, 2017. We asked her about the challenges that brands face when it comes to CX, and how technology can help overcome them. 3 reasons why multichannel customer service is important to NHS BSA.

Customer Experience 49

Customer Experience Chatbots Multichannel Self service 49

Talkdesk

NOVEMBER 14, 2017

According to Gartner, “Visionaries have strong multichannel product and service capabilities and a clear strategy for sales, marketing and business development. In the 2017 CCaaS Magic Quadrant, Talkdesk is one of these visionaries. They differentiate themselves by adding unique functionality and/or delivery capabilities.”.

contact center solutions 40

contact center solutions Contact Center Multichannel Analytics 40

COPC

APRIL 6, 2018

Beyond the technological challenges related to these sorts of non-voice interactions, organizations are still not sure which metrics they should use or how to apply traditional CX metrics. This is especially true as companies increasingly focus on creating an exceptional customer experience (CX) across channels.

Metrics 40

Metrics Schedule adherence Multichannel Benchmark 40

Verint

SEPTEMBER 13, 2017

However, in the digital, multichannel customer engagement world of today, the evolving and more astute customer base has higher expectations, as well as a strong desire to do things themselves via self-service applications. 1 Ovum, The Advancement of Self-Service Solutions in Customer Engagement , April 2017.

Self service 26

Self service Multichannel Management Enterprise 26

Talkdesk

JANUARY 19, 2017

Technology changes fast. At the end of the day, contact center jobs are about communicating in the manner that solves a customer’s problems best and new contact center technology has to take that into account. Multichannel vs. omnichannel. The only safe prediction is that the pace of this improvement will continue to increase.

Contact Center 42

Contact Center Multichannel Chatbots Enterprise 42

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. This year we also had the opportunity to share our story in The Parliamentary Review as a Best Practice Representative for the technology sector.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

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

VocalCom

MARCH 26, 2018

Indeed, Edelman’s 2017 global Trust Barometer revealed the biggest decline in consumer trust since the study was first introduced five years ago. When offering customers self-service options such as IVR menus or video tutorials, make sure the technology works properly.

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97

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.

Chatbots 48

Chatbots Contact center software Self service Banking 48

aircall

DECEMBER 13, 2018

Meanwhile, The Best prioritized implementing new tools or technologies above all else, followed by reducing customer wait times and increasing customer lifetime value. How did your total annual customer support budget change from 2017 to 2018? Better technology to get us moving forward.” – Respondent #344.

Surveys 54

Surveys Customer Support B2C CRM 54

VocalCom

AUGUST 6, 2018

The technology may also play a behind-the-scenes role in the overall customer experience, actually influencing the way in which customers behave. Air France, for example, unveiled a chatbot named Louis in 2017 that assists customers in real time through Messenger. As any customer will tell you, convenience is key to their satisfaction.

Customer Experience 48

Customer Experience Chatbots Big data Contact center software 48

Talkdesk

OCTOBER 19, 2017

With the release of the Gartner 2017 Contact Center as a Service (CCaaS) Magic Quadrant, Talkdesk has achieved a new first in the industry. Each year, Gartner, the leading information technology research company, evaluates vendors in the industry on two criteria: completeness of vision and ability to execute on that vision.

Contact Center 12

Contact Center Multichannel Enterprise Marketing 12

Eptica

FEBRUARY 1, 2017

Date: Wednesday, February 1, 2017 Why technology needs to support the human element of CX. Published on: February 01, 2017. Eptica: How do digital technologies change consumer behavior? Eptica: If customers are demanding a mix of humans and technology in their interactions, how do brands balance this?

Technology 58

Technology Multichannel Employee engagement Chatbots 58

Sykes

MARCH 18, 2019

engagement solutions and services to Global 2000 companies and their end customers primarily in the technology, financial services, healthcare, communications and transportation & leisure industries. channel demand generation and global customer engagement services. The Company provides differentiated full lifecycle customer?engagement

Technical Support 16

Technical Support Enterprise outsourcing Business Process Outsourcing 16

NICE inContact

JANUARY 10, 2018

This marriage of strength in innovative technology sent a shock wave through the technology side of the contact center industry as the first in a series of consolidations in the industry with competitors aiming to stay on in the game with the accelerated pace NICE was taking. for execution and 8.8

contact center solutions 48

contact center solutions Cloud contact Contact Center Multichannel 48

Comm100

AUGUST 23, 2018

Multichannel” and “omnichannel” have been buzzwords for years now. These companies know that customers want user-friendly mobile experiences that they can access on the go (in 2017, 67 percent of website traffic worldwide was generated from mobile devices). Organic Mobile Experiences Blur Channel Lines. Who is doing this right?

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40

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”. Zappos (@zappos) January 3, 2017. Buffer (@buffer) January 3, 2017.

Omni-channel support 38

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

Eptica

MAY 17, 2017

Date: Wednesday, May 17, 2017 L’Occitane – the benefits of a global approach to digital customer experience. Published on: May 17, 2017. Anne-Sophie Pouyau, Head of International & European Customer Service, presented at the recent Gartner Customer Experience & Technologies Summit. Share this page on: Tweet.

Customer Experience 51

Customer Experience Multichannel Self service Best practices 51

Eptica

FEBRUARY 15, 2017

Date: Wednesday, February 15, 2017 Why the future of digital CX requires the death of the ticket. Published on: February 15, 2017. When they have all this information and technology at their fingertips, staff can focus on building a stronger relationship with customers and having a true dialogue with them.

Multichannel 51

Multichannel B2B Technology Personalization 51

Eptica

SEPTEMBER 6, 2017

Date: Wednesday, September 6, 2017 The changing face of UK customer experience. Published on: September 06, 2017. Clients have always been attracted by the strength of our technology, and the high level of support we provide to them. How to build a business case for a CX technology project. How is Eptica helping them?

Customer Experience 54

Customer Experience Multichannel Self service CRM 54

Eptica

FEBRUARY 8, 2017

Date: Wednesday, February 8, 2017 Moving to the 3Cs model for CX: Conversational, collaborative & cognitive platforms. Published on: February 08, 2017. 37% listed customer experience management software as their top technology investment over the next five years. Share this page on: Tweet.

Multichannel 52

Multichannel Metrics Customer Experience Customer Service 52

Eptica

JUNE 28, 2017

Date: Wednesday, June 28, 2017 Transforming customer experience to survive. Published on: June 28, 2017. To be held on 6th July 2017 in central London, it features ten topic streams, packed full of case studies that show how leading organizations have transformed CX. How can brands transform their experience?

Customer Experience 50

Customer Experience Multichannel Best practices Marketing 50

Eptica

MARCH 21, 2019

69% of questions across all channels now receive a satisfactory response, up from 59% in 2017. Brands are not delivering multichannel experiences Forget the nirvana of providing seamless, omnichannel experiences. The study shows that brands are still struggling with delivering a multichannel experience.

Multichannel 80

Multichannel Banking Self service Surveys 80

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

Pointillist

APRIL 17, 2019

According to Gartner, client inquiries on CDPs doubled between the first half of 2017 and the first half of 2018. Marketers are using a variety of systems today to design, manage and measure multichannel campaigns. One of the core criteria for CDPs is that they’re a marketer-led technology.

Analytics 51

Analytics Journey mapping Multichannel Government 51

Eptica

MAY 3, 2017

Date: Wednesday, May 3, 2017 Connecting telecoms providers with improved customer service. Published on: May 03, 2017. The pace of technological change means that new services are constantly being launched while there is ongoing pressure on prices, with consumers demanding more for less at every contract renewal.

Customer Service 49

Customer Service Wait times Multichannel Self service 49