Eptica

FEBRUARY 20, 2018

Date: Wednesday, February 21, 2018 5 tips to transform your social customer service. Published on: February 21, 2018. No wonder that 81% of consumers believe social media has increased accountability for brands. 5 ways to get your email customer service ready for 2018. Understanding your customers to transform CX.

Customer Service 55

Customer Service Multichannel Best practices Self service 55

Outsource Consultants

MARCH 9, 2018

Analyze their training, account management, quality monitoring, remote call monitoring, incentives, and motivational practices to ensure they can perform as promised. When considering a provider, think about any multichannel services you may also need. Considering adding a new outsource call center partner in 2018?

outsourcing 98

outsourcing Call Center Interactive Voice Response Consulting 98

Eptica

DECEMBER 20, 2017

How to make your organization truly customer centric Businesses understand the importance of customer experience to their bottom line, but in a complex, multichannel world, many struggle to create a culture and infrastructure that is focused on the customer. Have a great holiday and see you in January!

Chatbots 48

Chatbots Multichannel Customer centricity Analytics 48

UJET

SEPTEMBER 10, 2019

Microsoft’s 2018 State of Global Customer Service found that 54 percent of U.S. Live chat and text (combined) account of 27 percent of preferred service channels. Working with multiple chats, having to research customers accounts, and finding helpful FAQ or Knowledge Base documentation can cause long periods of dead air.

Scripts 99

Scripts Entertainment Self service Accountability 99

CrazyCall

JANUARY 11, 2019

Remember that 1 in 4 customers uses ad blocker of some kind in 2018. Top companies try to be part of this sale trend in 2018 and are going to continue it in 2019. This sales trend is nothing new, but need some revising to account for Gen Z need for personalization. This trend is expected to continue.

Sales 83

Sales Advertising Marketing Chatbots 83

Upstream Works

DECEMBER 11, 2018

As 2018 draws to a close and we get closer to ushering in a fresh new year, there’s a temptation to sensationalize up-and-coming technologies and get a bit brazen with predictions and statements about what’s to come. The very word “multichannel” seemed to indicate that the more channels a contact center could boast, the better.

Customer Experience 96

Customer Experience Management Multichannel Self service 96

Callminer

FEBRUARY 27, 2019

An example of inferred data would be chat sessions, emails and customer purchase history.” – Carlos Mora de la Cruz, Voice of the Customer (VoC), Taking into Account Feedback as a Whole , Capgemini; Twitter: @Capgemini. It is collected from verifiable VoC data and is extremely difficult to acquire. Don’t forget to assign program ownership.

Best practices 174

Best practices Journey mapping Surveys Feedback 174

NobelBiz

MAY 25, 2023

According to ResearchAndMarkets , 2018, the CDP market was valued at $2.4 These tools usually include a customer database and automation, as well as management resources for multichannel campaigns, real-time customer interactions, and more. Since then, the CDP market has grown rapidly. billion and is expected to grow from USD 4.8

call center software 98

call center software Call Center APIs Contact Center 98

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. Customer Data Platforms (CDPs) The hype around Customer Data Platforms (CDPs) is at an all-time high.

Analytics 51

Analytics Journey mapping Multichannel Government 51

UJET

AUGUST 6, 2019

App Annie reports that 194 billion apps were downloaded in 2018. Online ordering, with an in-store pickup, is an option that many businesses offer, but this is in reaction to online retailers like Amazon, who account for “ 49.1 Mobile shopping grew 70% from 2016-2018 in the United States. billion app downloads.

Customer Support 78

Customer Support Chatbots Interactive Voice Response Entertainment 78

JustCall

APRIL 24, 2023

Advanced analytics The data visualization and analytics feature make it easy to present your team’s results and make real-time decisions.

voip 52

voip CRM Enterprise Call Center 52

Avaya

APRIL 24, 2017

It’s expected that 60% of all large organizations will develop customer journey mapping capabilities by 2018. This individual owns an average of five social media accounts , nearly three of which are actively used. Because the average consumer isn’t so average anymore.

Analytics 59

Analytics Journey mapping Contact Center Benchmark 59

JustCall

FEBRUARY 13, 2023

JustCall Cons Reporting views could use more breakdowns Some features could be difficult to implement in-house and might require help from the support team. 5 Capterra– 4.4/5 5 TrustRadius– 9.0/10 10 Trustpilot– 4.4/5 5 Capterra– 4.2/5 5 TrustRadius– 7.0/10 10 Trustpilot– 1.5/5

Interactive Voice Response 52

Interactive Voice Response voip Enterprise APIs 52

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? Use this list of 2018 customer service and business trends to plan your customer experience strategy for the new year, and to stay one step ahead of the competition. Set Your 2018 Business Priorities with CCW Digital’s Winter Report.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40

Comm100

FEBRUARY 5, 2018

Multichannel and Omnichannel Software. Others may have tools that allow companies to partake in multichannel or omnichannel customer engagement. Accounts (do they have an account? Visitor account information. Account marketing (marketing geared toward accounts with the greatest revenue potential).

CRM 49

CRM Marketing Multichannel Self service 49

Comm100

FEBRUARY 6, 2018

And it’s not just the cost per agent or interaction that companies need to take into account — deployment costs can also vary per software. All data is the most recent information available as of the beginning of 2018. Here are some other Industry-Specific CRMs by industry: Accounting. Business Seeks Industry-Leading CRM.

CRM 42

CRM Enterprise SaaS Marketing 42

Comm100

FEBRUARY 7, 2018

Even live chat providers often put caps on the number of chats that companies can send monthly from lower paying accounts (don’t worry, Comm100 doesn’t do this!). Enterprise level accounts generally offer the most robust functionality with the least restrictions. Watch Out for Key Differences Between Similar Solutions.

CRM 41

CRM Enterprise Multichannel SaaS 41