Benchmark Multichannel Self service Surveys 
Eptica
APRIL 18, 2018
As part of the annual Eptica Multichannel Study , conducted since 2012, we tested 10 major travel brands (6 airlines and 4 travel agents) on their ability to provide answers to ten routine questions via the web as well as their speed, and accuracy when responding to email, Twitter, Facebook and chat.
Global Response
APRIL 17, 2023
That depends on your needs and goals, but in general you should look for: advanced IVR and call routing capabilities automation and AI tools chatbots or virtual agents self-service solutions omnichannel support and robust CRM solutions Remember: modern solutions are often powered by modern technology.
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Eptica
AUGUST 3, 2018
Vodafone, for example, has just launched a 30 day cancellation clause in contracts which means consumers and small businesses have the right to cancel without paying a penalty if they are not totally satisfied with coverage, customer service or the performance of new devices. So how can telecoms respond to changing consumer needs?
CSM Magazine
FEBRUARY 28, 2023
With the emergence of self-service, the increased use of mobile devices, and remote work after the COVID-19 pandemic, coupled with noteworthy advancements in AI technology, customers have come to expect exceptional digital experiences like never before. As stated in NTT Ltd.’s
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A survey of 1,000 contact center professionals reveals what it takes to improve agent well-being in a customer-centric era. This report is a must-read for contact center leaders preparing to engage agents and improve customer experience in 2019.
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.
Eptica
FEBRUARY 2, 2016
However, the transition to this new model isn’t easy, as the findings of the latest Dimension Data Global Contact Center Benchmarking research report indicate. We live in a multichannel world with increasingly demanding customers across more and more channels. Share this page on: Tweet.
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