Benchmark Multichannel Personalization Self service 
COPC
FEBRUARY 15, 2023
With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? times more likely to be dissatisfied with their experience than those who chose multichannel usage.
Callminer
OCTOBER 11, 2018
FCR on social/text needs to be amended to first conversation resolution as customers rarely provide all info needed to resolve a query upfront, but measuring this provides a benchmark you can use against other channels. It is the percentage of customer questions that could/should be handled in self-service by the customer.
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Eptica
SEPTEMBER 21, 2016
So existing insurers need to benchmark themselves against these new competitors if they want to thrive. Be truly multichannel Traditionally, insurance was a paper and telephone based industry, but the pervasiveness of digital technology in daily life, has dramatically changed consumer expectations. How can they compete?
COPC
APRIL 13, 2022
It is advantageous for organizations to avoid forcing customers into various channels through either issue complexity or poor service design. Self-Service Technology vs. Human-Assisted Channels. When customers decide to use the self-service option, they expect a resolution.
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Eptica
MARCH 14, 2018
In the latest Eptica Multichannel Customer Experience study , we evaluated the real-world online experience of 100 leading companies – including ten banks – by asking typical customer questions over the web, email, Twitter, Facebook and chat. To download the full Eptica Multichannel Customer Experience Study, click here.
Eptica
APRIL 18, 2018
All of this has fundamentally reshaped the industry and put pressure on delivering a more efficient and superior, personalized experience to customers. Empower agents: Use artificial intelligence and automation to free up agents for queries that require human skills such as empathy and personalization or opportunities to upsell.
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