COPC

DECEMBER 1, 2016

This survey program is an extension of the Customer Experience Management Benchmark (CXMB) Series. Webinar topics include the multichannel experience, channel use versus channel preference, and consumer purchase habits, for both business and leisure travelers. Register Now! Webinar on Tues., 6, at 12 pm central.

Multichannel 40

Multichannel Benchmark Surveys Customer Care 40

Eptica

FEBRUARY 26, 2016

And how can physical retailers make the most of the three big advantages they have: Immediacy – they can deliver goods now, rather than having to wait for delivery They can provide in-person one-to-one support and advice from well-trained human assistants They have the potential to turn shopping into an event. Share this page on: Tweet.

Customer Experience 50

Customer Experience Multichannel Benchmark Banking 50

Eptica

NOVEMBER 16, 2017

So be prepared to be told why this now finally kills off voice, is tons better than email, reduces chat to a ‘has been’ event and laughs in the face of plain old text based SMS. It therefore remains very useful that Eptica continues to benchmark that experience for the rest of us on a regular basis.

Benchmark 55

Benchmark Multichannel Best practices Government 55

NobelBiz

FEBRUARY 7, 2022

Including promotional offers, event communication, or information about your social networks may not be the best way to go about it, though. The ability to identify when an event occurs and assist an agent in handling the call correctly and providing the right information to the clients is reffered to as real-time monitoring.

Interactive Voice Response 52

Interactive Voice Response Contact Center contact center solutions Feedback 52

COPC

JUNE 11, 2019

Besides introducing the definition of unassisted channels and providing key performance metrics found in the COPC Customer Experience (CX) Standard, Rachel also presented select unassisted channel findings from the 2018 Customer Experience Management Benchmark (CXMB) Series.

Finance 40

Finance Benchmark outsourcing Chatbots 40

Eptica

MAY 17, 2017

We caught up with her at the event to find out more about how the company provides its millions of global customers with a seamless, multichannel experience. Anne-Sophie Pouyau: We wanted to ensure consistency across our operations so adopted a single multichannel solution from Eptica around the world. Share this page on: Tweet.

Customer Experience 51

Customer Experience Multichannel Self service Best practices 51

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

COPC

MAY 16, 2018

This information can be found in a variety of ways, including benchmarking competitors, consumer research, customer surveys and focus groups. This is a bit of an overshot to be sure as only 68% of consumers indicated they’d prefer to interact with an agent in the event of a complex issue.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42

Comm100

FEBRUARY 6, 2018

Need : An industry-leading CRM — features include lead scoring, SMS marketing, event management, sales reports, social CRM, mobile app, web content personalization, and more. Hubspot opens marketing up well beyond email, creating a multichannel marketing experience for its users. Free Download] Live Chat Benchmark Report 2018.

CRM 42

CRM Enterprise SaaS Marketing 42