Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. You might also be interested in these posts: Could you be doing more to understand your customers?

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

Eptica

JANUARY 15, 2020

Date: Wednesday, January 15, 2020 Author: Steve Nattress 4 ways to differentiate with superior email customer service. Author: Steve Nattress In a multichannel world neglecting email for customer service risks both satisfaction and revenues. Taking stock of customer service in 2019.

Customer Service 99

Customer Service Multichannel Best practices Analytics 99

Eptica

MARCH 21, 2019

Date: Thursday, March 21, 2019 Author: Olivier Njamfa - CEO & Co-Founder How does CX impact brand trust? Published on: March 21, 2019. Author: Olivier Njamfa - CEO & Co-Founder Trust is central to any brand’s relationship with its customers. In a winner takes all world, business survival may well depend on it.

Multichannel 80

Multichannel Banking Self service Surveys 80

Eptica

DECEMBER 18, 2019

Date: Wednesday, December 18, 2019 Author: Pauline Ashenden - Marketing Manager 4 Christmas customer service lessons from Santa. Published on: December 18, 2019. As in previous years, now is a good time to highlight some of the strengths of Santa when it comes to delivering customer experience : 1.

Customer Service 63

Customer Service Multichannel Best practices Self service 63

bold360 Blog

APRIL 15, 2021

FSIs learned (often the hard way) that their capacity to leverage and scale digital-first customer engagement is essential for ensuring business continuity and a seamless customer experience (CX). Even before the pandemic, customers preferred the convenience of digital-first service provision.

Self service 52

Self service Banking Multichannel Chatbots 52

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. But more channels does not equal an omnichannel experience.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Eptica

OCTOBER 24, 2018

Author: Anne-Claire Bellec - Marketing Director Customer service is changing dramatically, with the rise of artificial intelligence (AI) and automation leading more and more consumers to interact with brands through technologies such as self-service. The importance of trust to customer experience in 2019.

Customer Service 113

Customer Service Multichannel Self service Best practices 113

UJET

NOVEMBER 18, 2019

2019 is coming to a close and the customer support industry is moving into the next decade. It’s become even more clear that support expectations are changing, expanding, and require a higher level of diligence to provide the best experience possible for customer satisfaction and loyalty. Messaging Surpasses Voice.

Customer Support 78

Customer Support Multichannel Chatbots Contact Center 78

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. But more channels does not equal an omnichannel experience.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Talkdesk

JANUARY 2, 2020

After placing in the Leader quadrant of the 2019 CCaaS Magic Quadrant for North America , Talkdesk is atop the list of customer service vendors in Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace. Intelligent self-service. Talkdesk has an overall peer rating of 4.6

Customer Service 66

Customer Service Multichannel Self service Contact Center 66

Eptica

MAY 6, 2020

” Against this backdrop, how are banks performing when it comes to putting the customer at the heart of everything they do? Just prior to the crisis, the 2020 Eptica Digital Customer Experience Study surveyed 50 brands in five vertical sectors – including ten leading UK banks. In 2020, things improved slightly.

Banking 79

Banking Customer Service Multichannel Best practices 79

Hodusoft

JANUARY 17, 2024

In recent years, the popularity of UCaaS increased by leaps and bounds and a wide range of reputed businesses adopted the innovative technology to provide omnichannel communication to their customers and enhance customer experience. Multichannel Integration The question may arise “Is multichannel integration necessary?”

Contact center software 52

Contact center software Contact Center Interactive Voice Response Multichannel 52

VocalCom

JUNE 18, 2020

Gartner’s 2019 Magic Quadrant report anticipated that, by 2022, contact center as a service (CCaaS) would become the preferred adoption model for about half of contact centers, up from about 10% in 2019. Cloud’s flexibility enhances agent and client experience.

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

UJET

DECEMBER 17, 2019

According to Gartner ’s 2019 Strategic Roadmap for Customer Service and Support Technologies (May 2019), “an organization’s CSS technology stack is often composed of disparate overlapping systems, leaving both customers and employees with a disjointed experience.”

Customer Service 74

Customer Service Interactive Voice Response Self service Customer Support 74

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. But more channels does not equal an omnichannel experience.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

Sykes

MARCH 5, 2019

HFS Research recognized Sykes Enterprises, Incorporated (“SYKES” or “the Company”) (NASDAQ: SYKE), as a true industry leader, ranking SYKES #1 for vision and go-to-market strategy and #3 overall in their Front Office Customer Engagement Operations Top 10 Report, published January 31, 2019.

Marketing 75

Marketing Technical Support Enterprise Transportation 75

CSM Magazine

FEBRUARY 6, 2019

Customer experience (CX) has become a priority for the vast majority of organisations – or has it? Get the customer off the phone or web chat as quickly as possible or deliver a business transformative level of customer service. But that model has little place in the customer centric market of 2019.

Metrics 55

Metrics Customer Service Management Contact Center 55

Eptica

FEBRUARY 20, 2018

That makes social customer service a major, growing part of every brand’s customer experience. Research from Deloitte estimates that social interactions will rise from 4% to 9% of contact center workload between 2017 and 2019. Understanding your customers to transform CX. Share this page on: Tweet.

Customer Service 55

Customer Service Multichannel Best practices Self service 55

Creative Virtual

DECEMBER 13, 2018

As 2018 is quickly coming to an end and planning for 2019 continues to move full steam ahead, it’s time once again to take a moment to slow down and look back over the past year. Then at the end of November, he presented another webinar, this time with Engage Customer titled ‘Orchestrating a Seamless and Efficient Customer Experience’.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

Answer Dash

JULY 30, 2019

As mentioned in a study by Hubspot , 89% of customer service professionals agree that customers are more likely than ever to share the good or bad experience they had with businesses. On the other side, most companies are not equipped to connect with and answer with their customers on every channel.

Sales 70

Sales Customer Service Multichannel Customer retention 70

OctopusTech

SEPTEMBER 9, 2023

It is also called contact center outsourcing where representatives communicate with the customers of a company using live chat, phone calls, email, or other social media channels. As per reports by Technavio , this industry is expected to grow by 3% from 2019 to 2023. This can negatively impact long-term revenues and customer loyalty.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

JivoChat

APRIL 13, 2021

While some fears of chatbots stealing jobs persist, the reality is that customers now prefer the convenience of support automation, and businesses are profiting in many ways. billion in 2019. Read on to learn more about the various ways that automating customer service can benefit your business. Enables self-service.

Customer Service 40

Customer Service Chatbots Self service Abandon rate 40

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? The question isn’t new – after all, customer service is always changing. A Friction-less Experience Will Be Mandatory. Recommended for you: [eBook] Improve Your Customer Experience: An Action Plan for CX Success.

Customer Service 40

Customer Service Chatbots Journey mapping Multichannel 40