Eptica

NOVEMBER 11, 2015

Date: Wednesday, November 11, 2015 Comparing the retail customer experience in the United States and United Kingdom. Essentially they can improve their experience by reviewing how other people operate and applying best practice. Published on: November 11, 2015. Share this page on: Tweet.

Multichannel 75

Multichannel Customer Experience Self service Advertising 75

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? So, how are UK travel companies doing in terms of online customer experience? Travel has been transformed by the internet, but many companies don’t seem to have transformed their customer experience to compete.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Driven by the rise of the internet and improved communications, individuals are increasingly happy to look beyond their own country when it comes to buying goods and services. So, how does the customer experience compare between countries?

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

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

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Published on: January 06, 2016.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

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

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Author: Derek Lewis Many organizations are embracing digital transformation , making investments to enhance the customer experience they deliver on these digital channels, such as email, chat, the web and social media.

Customer Service 75

Customer Service Multichannel Self service Surveys 75

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.

Banking 79

Banking Customer Service Multichannel Best practices 79

Eptica

SEPTEMBER 10, 2015

As technology gets more complex, and consumers look to connect it all together, the importance of the customer experience becomes ever more vital. Looking online, how are consumer electronics companies faring when it comes to the digital customer experience? and How do I get a replacement manual for my product?

Multichannel 76

Multichannel Customer Service Banking Self service 76

Eptica

AUGUST 3, 2018

Date: Wednesday, August 8, 2018 Author: Pauline Ashenden - Marketing Manager Are telecoms operators connecting to digital customer experience? Connectivity (whether that’s voice, data or a combination of both) is intangible – consumers can’t see it and only notice when services slow down or fail.

Customer Experience 49

Customer Experience Best practices Multichannel Chatbots 49

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Author: Robin Tandon While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015.

Customer Experience 49

Customer Experience Multichannel Self service Contact Center 49

Verint

SEPTEMBER 13, 2017

In the past, good KM may have been as simple as offering well-trained telephone agents the ability to tap into databases or KM systems to assist customers. Therefore, the mission of an enterprise KM system today is less about what an enterprise can do for its customers, and more about what the business can enable them to do for themselves.

Self service 26

Self service Multichannel Management Enterprise 26

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 31, 2016

Being able to find answers to their questions quickly is therefore a vital part of the customer experience. According to the latest Eptica Multichannel Customer Experience Study , the good news is that most companies understand this, with the web remaining the strongest channel for providing accurate answers to consumer queries.

Multichannel 49

Multichannel Entertainment Customer Service Banking 49

Eptica

OCTOBER 6, 2015

The figures are based on a combination of complaints made to the Citizens Advice Customer Service, the Consumer Futures Extra Help Unit, and to Ombudsman Service. In many ways the Citizens Advice research mirrors the findings of the 2015 Eptica Multichannel Customer Experience Study.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

Eptica

OCTOBER 26, 2016

Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers? The Importance of multichannel Call centers have now evolved to become contact centers that handle communications across a growing number of channels.

Contact Center 71

Contact Center Multichannel Self service Surveys 71

Eptica

SEPTEMBER 21, 2016

Make it easy to have a conversation What customers want is a seamless, pleasant customer experience when interacting with insurers – whether that is a conversation at renewal time or if they need to make a claim. Insurance, Mobile, Multichannel Customer Service, Self-service.

Multichannel 60

Multichannel Transportation Benchmark Self service 60

SharpenCX

AUGUST 5, 2020

Your customers follow the path of least resistance. It’s why people flock to channels like self-service and chat when it’s easy for them. Companies with clunky, multichannel experiences still see an overwhelming amount of customers using voice over their fresh, new channels like Twitter and text.

Self service 76

Self service Multichannel Scripts Contact Center 76

Noble Systems

JULY 8, 2019

Delivering an omnichannel experience is at the very foundation of superior customer experiences. In reality, many businesses provide some level of multichannel communications, but siloed systems are still the norm. It requires the coupling of the right technology with all the company knowledge about each customer.

Interactive Voice Response 73

Interactive Voice Response Contact Center Multichannel Scripts 73

Eptica

SEPTEMBER 18, 2015

Demonstrating this, the highest ranked grocery chain in the UKCSI continues to be upmarket group Waitrose , which comes sixth overall in customer satisfaction amongst major UK brands. The study also found a direct correlation between above average service and above average growth. Share this page on: Tweet.

Multichannel 76

Multichannel Customer Service Brand ambassadors Self service 76

Eptica

MARCH 18, 2016

Essentially shoppers want a seamless, easy to use experience that values their time and is personalized to their needs. These factors increase the focus on the customer experience as the key point of differentiation for retailers. Share this page on: Tweet.

Multichannel 49

Multichannel Entertainment Customer Service Self service 49

Hodusoft

JANUARY 1, 2023

When it comes to the classification of call centers, there are six types of call centers—inbound, outbound, automated, multichannel, omnichannel, and virtual call centers. This allows call center representatives to access accurate customer information and history to enhance customer experience. Future of call centers.

call center software 52

call center software Call Center Multichannel Interactive Voice Response 52

VocalCom

MARCH 26, 2018

Making purchases online comes with risks, and companies that fail to protect their customers lose trust. Indeed, Edelman’s 2017 global Trust Barometer revealed the biggest decline in consumer trust since the study was first introduced five years ago. Customers have a right to know how their data is being used.

Self service 97

Self service Contact center software Interactive Voice Response Contact Center 97

Lumoa

JUNE 23, 2021

Advanced Self-Service Tools According to studies, consumers are increasingly becoming self-reliant, preferring to use self-service channels such as live chat (42%) and chatbots (86%) rather than contacting customer support.

Cloud contact 83

Cloud contact Interactive Voice Response Contact Center Chatbots 83

Vonage

FEBRUARY 23, 2017

The days of winning over your customers’ hearts and minds based solely on the quality of your product or service are over. This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors. Customer service centers need updating.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

Interactions

MARCH 28, 2019

Customer experience is more important than ever. Modern customers dictate why, when, and how they would like to engage with a brand, and companies are looking for innovative ways to elevate their experience. Today, there are hundreds of vendors claiming to offer AI-driven solutions for customer care.

Self service 63

Self service Contact Center Multichannel Customer Care 63

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

Eptica

MARCH 26, 2020

While some findings may be unsurprising, others underline how essential it is to fine - tune customer service channel strategies so they align closely with the needs of different groups. 35-44-year olds 35-34-year olds are the least likely to turn to websites or self - service to find information from brands.

Best practices 72

Best practices Self service Multichannel Customer Service 72

aircall

JUNE 9, 2021

Multiple studies, articles, and experts highlight the importance of delivering excellent customer service. Choosing the most effective customer service channels is a good way to start. Customer expectations are higher than ever before: 54% of customers have higher expectations in 2021 than they did in 2020.

Customer Service 62

Customer Service Multichannel Self service Customer Support 62

Global Response

APRIL 17, 2023

And with 68 million US residents speaking another language besides English at home, multilingual support isn’t just an added bonus for the customer experience. Multilingual support can also improve your customer service overall, by improving conversion rates, lowering call attrition, and so on. Ready to perfect your CX?

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

VocalCom

JULY 2, 2020

On the contrary, the importance of the human touch will become more prominent going forward because an over-reliance on technology can negatively impact the customer experience. On the other hand, technology does more than answering the basic needs of customers. The rise of self-service has made human support even more critical.

Contact Center 62

Contact Center Self service Chatbots Virtual Agent 62

VocalCom

FEBRUARY 12, 2018

Is your company providing a great digital experience? You may think so, but your customers may disagree. A recent study by Conduent, which surveyed customers in the U.S. and Europe, found that 47% were not satisfied with their overall experiences. Enable self-service.

Contact center software 86

Contact center software Self service Interactive Voice Response Contact Center 86

Eptica

AUGUST 26, 2015

Author: David Chew Across the globe, companies are under increasing pressure to deliver a superior customer experience if they want to win and retain consumer loyalty. This is especially true in Asia-Pacific, with customers demanding better and faster service , across more and more channels, than ever before.

Multichannel 59

Multichannel Self service Sales Service level 59

Eptica

SEPTEMBER 9, 2016

Just under half of customers (49%) said they switched after a bad experience, and over two thirds (67%) of this group changed suppliers multiple times. And the figures may under represent the problem - a similar Eptica study found that 82% of consumers said they’d switch if brands failed to correct their mistakes.

Multichannel 49

Multichannel Self service Wait times Technology 49

Hodusoft

JANUARY 3, 2024

As per various studies, CCaaS solutions have been found to reduce communication costs by up to 50%. Improved customer experience Customer experience is extremely important for contact centers. These capabilities contribute to increased customer satisfaction and loyalty.

Contact Center 59

Contact Center Contact center software Interactive Voice Response Wait times 59

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