Eptica

AUGUST 5, 2016

Date: Friday, August 12, 2016 Delivering the benefits of knowledge management in customer service. In this post I’m going to look at the end result – the benefits that leading organizations have achieved by centralizing knowledge and making it available to their agents. Published on: August 12, 2016.

Management 48

Management Customer Service Multichannel Contact Center 48

Eptica

OCTOBER 26, 2016

To find out, analyst ContactBabel surveyed 216 UK contact center managers and directors. Rules can be applied to prioritize enquiries based on the tone of the language , route them to the most relevant agent or department and suggest relevant templated answers, helping agents to answer the queries quickly and effectively - with empathy.

Contact Center 71

Contact Center Multichannel Self service Surveys 71

ProProfs Blog

JANUARY 10, 2019

So, there is a need to integrate the use of a knowledge base and create product videos. 7: Moving from Multichannel to Omnichannel. Although multichannel communication helps a business survive in a competitive market, customers prefer to have one point of contact. 2: Get Over Basic Live Chat.

Customer Service 116

Customer Service Multichannel Self service Scripts 116

Call Experts

OCTOBER 5, 2023

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Consider the following questions.

Contact Center 105

Contact Center Call Center outsourcing contact center solutions 105

Eptica

SEPTEMBER 18, 2015

This gap between best and worst replicates Eptica’s findings in the 2015 UK Multichannel Customer Experience Study. Only one retailer managed to give a consistent response across the email, web and chat channels. Food retailers that scored 1% above the sector average delivered sales growth of 5.5%. Share this page on: Tweet.

Multichannel 76

Multichannel Customer Service Brand ambassadors Self service 76

Eptica

SEPTEMBER 16, 2016

Make sure you provide a comprehensive knowledge base that is constantly improved with updates, instantly delivering the most relevant answers to customer questions. Empower agents Use digital to help agents handling calls, chats, emails and social media queries. Share this page on: Tweet. Share this page on: Tweet.

Customer Service 75

Customer Service Multichannel Self service Surveys 75

Call Experts

APRIL 8, 2024

Today, customer support plays a pivotal role in maintaining and growing a loyal customer base, enticing many companies to hire a contact center for their answering services. Ultimately, a well-managed contact center can be the lifeline of your customer service operations. Consider the following questions.

Contact Center 52

Contact Center Call Center outsourcing contact center solutions 52

Eptica

SEPTEMBER 30, 2015

The 2015 Eptica Multichannel Customer Experience Study found that over half of routine customer questions were not answered successfully on digital channels by top UK brands , with little improvement since 2014. While some companies are powering ahead, the majority are either remaining static or slipping back. Share this page on: Tweet.

Customer Experience 83

Customer Experience Multichannel Advertising Contact Center 83

Eptica

OCTOBER 19, 2016

Author: Chris Eideh Earlier this month, we published the 2016 Eptica Insurance Multichannel Customer Experience Study , which evaluated how insurers in the US, across ten sectors are meeting the challenge of new digital channels for customer service. Published on: October 19, 2016. Share this page on: Tweet.

Multichannel 75

Multichannel Government Best practices Technology 75

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. Share this page on: Tweet.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

Eptica

AUGUST 4, 2016

There are many options for those companies looking to implement chat as part of their multichannel customer service infrastructure. Self-learning agent knowledge base All customer service channels rely on fast access to the information required to answer consumer queries. Share this page on: Tweet.

Customer Service 50

Customer Service Multichannel Technical Support Wait times 50

Eptica

SEPTEMBER 18, 2015

Additionally, the same knowledge base used for web self-service can be shared with contact center agents, ensuring that they always have access to the latest information when interacting with customers. Share this page on: Tweet.

Self service 78

Self service Customer Experience Multichannel Contact Center 78

Eptica

JUNE 1, 2016

These points are backed up by the latest Eptica Multichannel Customer Experience Study , which highlights that the adoption of chat by UK brands is on an upward curve. This includes access to a comprehensive knowledge base that can help them resolve queries quickly and accurately. Share this page on: Tweet.

Multichannel 49

Multichannel Customer Service Contact Center Surveys 49

ProProfs Blog

JUNE 26, 2020

Account Administrator, also known as Admin, manages and configures the customer support software like live chat or help desk for its team members. The agent console lets you access settings and manage tickets. Customer Service Manager. Customer Service Manager is responsible for managing their own team of service operators.

Customer Service 179

Customer Service APIs Customer Support Feedback 179

CSM Magazine

JANUARY 26, 2024

Personalized Assistance All casinos under this group will offer personalized customer support that can include dedicated account managers for VIP players or high rollers. Multichannel Communication These online casinos typically provide multiple channels for customer service, including phone support, email, and live chat.

Customer Service 52

Customer Service Multichannel Customer Support Accountability 52

Eptica

DECEMBER 1, 2015

These companies, who typically have between 100-999 employees, tend to have fewer resources to dedicate to implementing new systems and may not have the experience of deploying major new customer service or Customer Relationship Management (CRM) software. Given these challenges, how are they coping with becoming more customer centric?

Multichannel 49

Multichannel Customer Service CRM Automotive 49

Eptica

SEPTEMBER 3, 2015

Give everyone – including the CEO – a stint in the contact center You might consider the approach taken by Amazon founder and CEO, Jeff Bezos , who asks thousands of managers, including himself, to spend two days working in the contact center as part of training sessions every year. Share this page on: Tweet.

Contact Center 68

Contact Center Chief Customer Officer Multichannel Customer centricity 68

Eptica

SEPTEMBER 9, 2016

Empower them by giving them access to a centralized, self-learning knowledge base that is easy to use and provides fast responses to queries. For digital channels, such as email and social media, analyze incoming interactions and use the knowledge base to recommend answers that they can personalize and send to the consumer.

Multichannel 49

Multichannel Self service Wait times Technology 49

Eptica

OCTOBER 21, 2015

Providing access to a centralized knowledge base that is constantly updated with the latest answers to questions should give them the information they need to respond confidently to customers over the phone. It is therefore vital to empower them with the tools they need to get their job done efficiently. Share this page on: Tweet.

Multichannel 74

Multichannel Self service Contact Center Morale 74

Eptica

JUNE 15, 2016

Centralized knowledge base At their heart successful web self-service systems need a powerful, self-learning knowledge base. By using linguistic technology your knowledge base should be able to provide fast, accurate answers to customer queries while minimizing the time needed to manage it.

Self service 51

Self service Multichannel Contact Center Feedback 51

Eptica

SEPTEMBER 30, 2016

Given the high profile of NCSW, what better time for your CEO and senior management to learn firsthand what customers are saying about their business? Get your CEO to work a shift in the contact center Agents are on the frontline, interacting with customers every day over the phone, on email, social media and through chat.

Customer Service 60

Customer Service Multichannel Contact Center Best practices 60

Balto

DECEMBER 4, 2023

Meet Customers Where They Are With Omni- and Multichannel Solutions We want to be able to provide channels of communication that are convenient, ones that customers want to use. Knowledge Bases : Agents need to have the information for rebuttals and objections as they happen on calls. Because it helps drive sustainable growth.

Contact Center 52

Contact Center Scripts Gamification Multichannel 52

Eptica

OCTOBER 12, 2016

Have you got a centralized, self-learning knowledge base that spans multiple channels, and can provide the information a chatbot needs to respond? Can you manage the integration between chatbots and back office systems that enable it to access customer details securely and make changes safely and with a full audit trail?

Chatbots 78

Chatbots Multichannel Self service Contact Center 78

Eptica

APRIL 26, 2016

These findings come from the Eptica Multichannel Customer Experience Study , which has tracked the changing face of customer service in the UK, France and latterly the United States , over the last five years. You can download the full Study (in French) here , but these are the top five conclusions: 1. Share this page on: Tweet.

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

Noble Systems

JULY 8, 2019

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. Quick access to complete customer information and an extensive knowledge base is critical.

Interactive Voice Response 73

Interactive Voice Response Contact Center Multichannel Scripts 73

Eptica

APRIL 22, 2016

In order to deliver this companies need to have created a central knowledge base that contains answers, and self-learning software that ensures that the right response is provided. Chatbots work by using artificial intelligence to understand a query and then provide a relevant response – instantly. Do their customers want it?

Chatbots 49

Chatbots Customer Service Multichannel Technology 49

Eptica

SEPTEMBER 28, 2015

For example, when asked who handles day to day management of the contact center, 41% said operations, while 19% said C-level executives and 14% said the custom experience team. The report goes into great detail analyzing how respondents rated a variety of important factors that are key to managing performance.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

Eptica

JANUARY 6, 2016

In today’s multichannel world, consumers have a wide choice of ways to make contact with a company and they expect excellent service across every one of them. This post goes into more detail on the benefits of a centralized knowledge management strategy – read the full article here. To find out more click here.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

Hodusoft

OCTOBER 19, 2023

They help manage customer interactions by serving as the initial point of contact. By managing urgent issues on priority, customer satisfaction and loyalty can be enhanced greatly. Workforce Management Another key strategy to reduce costs in your contact center is optimizing workforce management. from 2023 to 2028.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Upstream Works

SEPTEMBER 5, 2019

The world of customer experience management is expanding and growing in complexity at an alarming rate. An organization offering multiple customer channels is often referred to as having a “multichannel” contact center. Let’s take a look at knowledge portals. So how does this differ from “omnichannel”?

Contact Center 60

Contact Center Technology Contact center software Self service 60

Eptica

JULY 6, 2016

The report is based on a survey of 221 UK contact centre managers working across 11 different vertical industries ranging from small contact centers of up to 50 agents to those with 200+ agents. Managing email more efficiently The research suggests that email makes up on average 17% of incoming queries from customers.

Customer Service 49

Customer Service Multichannel Contact Center Surveys 49

TeamSupport

JANUARY 30, 2023

Lack of information: If a company does not provide clear and accurate information about its products and services, whether it be on their website or in a knowledge base, customers may not know who to contact for support. This results in customers being transferred multiple times before reaching the right person.

Customer Experience 52

Customer Experience Chatbots CRM Multichannel 52

Eptica

JUNE 17, 2016

One of the key points raised is that while senior managers now understand the importance of customer experience , many are unsure where to start when it comes to improving what they offer to consumers. Share this page on: Tweet.

Customer Experience 49

Customer Experience Chief Customer Officer Multichannel Self service 49

Eptica

DECEMBER 23, 2015

Author: Pauline Ashenden Categorie(s): Agent Knowledge Base Contact Center Customer Engagement Customer Experience Customer Service Knowledge Management Multichannel Customer Service Retail With the holidays now nearly upon us, spare a thought for customer service teams who have to keep working right up to, and through, Christmas itself.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 49

TechSee

OCTOBER 29, 2019

Steps toward continuous improvement can be achieved by creating a broad knowledge base from the right blend of synthetic data, agent expertise and existing resources provided by customers, such as when they describe issues and experiences on the company’s social media channels. Step 5: Evaluate self-service engagement.

Self service 95

Self service Enterprise Customer effort Multichannel 95

Eptica

MAY 18, 2016

Share this page on: Tweet. They are at the frontline of every business, and their performance is crucial to your brand reputation, consumer satisfaction and overall customer retention.

Contact Center 51

Contact Center Multichannel Average Handle Time Scripts 51

Eptica

APRIL 8, 2016

For example, provide agents with access to a centralized knowledge base that is constantly updated with the latest answers, in order to give them the information they need to respond confidently to customers over the phone. Technology can help. Share this page on: Tweet. Share this page on: Tweet.

Technology 49

Technology Multichannel Self service Chatbots 49