Eptica

SEPTEMBER 10, 2015

Author: Derek Lewis This week’s launch of the Apple iPhone 6S, iPad Pro and new Apple TV has focused attention on the consumer electronics market, and shows the importance of technology and gadgets to all our lives. Looking online, how are consumer electronics companies faring when it comes to the digital customer experience?

Multichannel 76

Multichannel Customer Service Banking Self service 76

Eptica

MAY 6, 2020

The findings clearly reveal how many banks are still struggling with becoming truly multichannel, at a time when this is becoming increasingly important. Ideally, companies should be looking to use technology to improve service while bringing down costs and increasing efficiency.

Banking 79

Banking Customer Service Multichannel Best practices 79

Hodusoft

OCTOBER 19, 2023

Technology Integration One of the best and most powerful strategies to reduce costs in Business Process Outsourcing contact centers is the implementation of the latest technologies. Effective use of technology not only helps streamline operations but also improves the contact center’s efficiency.

Contact Center 52

Contact Center Interactive Voice Response Contact center software Self service 52

Global Response

MAY 15, 2023

That said, if you’re designing a QA process and using an omnichannel or multichannel approach, be sure your QA monitoring and rubric spans all your channels. Your support, quality service levels, scripts and so on should be unified across all customer touchpoints.

Call Center 62

Call Center Scripts Coaching outsourcing 62

Serenova

JUNE 24, 2020

What Is the Difference Between a Multichannel Contact Center and an Omnichannel Contact Center? Organizations are increasingly adding multichannel options to their contact centers, including web chat, SMS and social media. The difference between a multichannel contact center and an omnichannel approach is in the integration.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Serenova

JUNE 24, 2020

What Is the Difference Between a Multichannel Contact Center and an Omnichannel Contact Center? Organizations are increasingly adding multichannel options to their contact centers, including web chat, SMS and social media. The difference between a multichannel contact center and an omnichannel approach is in the integration.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Eptica

AUGUST 26, 2015

Customer experience links directly to sales – according to Frost & Sullivan, over 6 in 10 consumers in APAC are willing to pay more to companies that deliver excellent service , with more than 40% willing to pay 20% more. The study uncovered four key findings concerning multichannel, social media, video chat and ease of use: 1.

Multichannel 59

Multichannel Self service Sales Service level 59

Eptica

SEPTEMBER 30, 2015

It shows there has been scant change to customer service levels, with no overall improvement since 2013. 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.

Customer Experience 83

Customer Experience Multichannel Advertising Contact Center 83

Global Response

JUNE 20, 2023

Aside from its reputation as a beautiful vacation destination just a few hours from Europe, Tunisia has also established itself as a business and technology hub in Northern Africa. Consider that the Tunisian workforce offers educated, multilingual workers who are well-trained in providing quality customer service.

Call Center 62

Call Center outsourcing Bilingual agents Education 62

Avaya

JULY 14, 2016

Pretty much any organization today has some sort of customer experience process in place, and that process has evolved along with technology. From the traditional call center, with rows of agents handling multiple calls, we have moved on to the contact center and multichannel communications, which encompass traditional and digital channels.

Chatbots 45

Chatbots Customer Experience Multichannel Real estate 45

Global Response

APRIL 17, 2023

Feature #4: Advanced Technology and Infrastructure The importance of modern technology and infrastructure in today’s customer service and experience can’t be understated either. What sorts of call center technology and infrastructure should you be looking for?

Call Center 62

Call Center outsourcing Bilingual agents Chatbots 62

Eptica

OCTOBER 21, 2015

This means they don’t need to pick up the phone, send an email or use social media to make contact so it improves service levels and efficiency at the same time. This in turn makes it possible for customer service agents to spend their time dealing with the more complex queries that require greater human intervention.

Multichannel 74

Multichannel Self service Contact Center Morale 74

Eptica

FEBRUARY 5, 2016

Keep improving service levels Millennials continually expect more – and that includes the service and experience they receive. Within the contact center team the same applies – you are likely to have a high proportion of Millennials working in customer service, so structure your policies and processes accordingly.

Multichannel 51

Multichannel Self service Contact Center Feedback 51

Eptica

SEPTEMBER 28, 2015

It is based on an extensive survey of customer experience, contact center, operations, information technology, marketing and business development professionals. There are a number of bottlenecks, one of the biggest of which is the quality of technology. Share this page on: Tweet.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

Eptica

JULY 6, 2016

Providing a view into the industry, the UK Contact Centre Decision-Makers’ Guide from analysts Contact Babel provides a rich and detailed picture of the state of the contact center industry today, covering a variety of factors from technology investments, to the channels that customers prefer for making complaints.

Customer Service 49

Customer Service Multichannel Contact Center Surveys 49

Customer Service Life

NOVEMBER 15, 2020

Ready for a change, I’ve been on an operations hiatus of sorts for the past five years, working in a couple of different marketing roles where it was my job to advise contact center leaders on best practices for technology, quality, and customer experience. So before adding new channels here are a few things we’re thinking through.

Contact Center 92

Contact Center Engineering Calibration Coaching 92

CSM Magazine

AUGUST 19, 2019

Talking of cashless stores, Sainsbury’s are also increasing their use of technology to work with consumer demands. They launched their first checkout-free store in April, using mobile technology to process payments. Customers expect an omnichannel experience, and that means using technology to put the customer first.

Multichannel 40

Multichannel Technology Sales Service level 40

Serenova

JUNE 24, 2020

What Is the Difference Between a Multichannel Contact Center and an Omnichannel Contact Center? Organizations are increasingly adding multichannel options to their contact centers, including web chat, SMS and social media. The difference between a multichannel contact center and an omnichannel approach is in the integration.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 40

CSM Magazine

DECEMBER 2, 2015

This is according to new research from multichannel customer engagement software provider Eptica. It found that American shoppers were marginally less happy with service levels than their British counterparts, highlighting widespread dissatisfaction with the customer experience on both sides of the Atlantic.

Customer Experience 40

Customer Experience Multichannel Sales Service level 40

Expivia

JULY 21, 2021

You’re always surrounded by technology in a call center. From the way you get the call to the aftercall memo you need to send, everything’s connected to technology. Without knowing what the current and upcoming trends in advanced call center technologies are, you may be left behind. Omnichannel Support.

Best practices 52

Best practices Call Center Technology Interactive Voice Response 52

Expivia

OCTOBER 4, 2021

Establish and Track KPIs : You need a partner that has the right technology for monitoring and tracking key performance indicators (KPIs) , so you can evaluate performance at any time. And you want to be certain that the team you choose has the skills and technology to exceed their expectations. Advanced Technology.

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Global Response

MAY 1, 2023

Some services that may be offered by inbound call centers are: customer service and support full-service help desk multilingual support technical support order taking appointment setting customer chat and multichannel support omnichannel support Almost every company who sells a service or a product will need some support for inbound calls.

Call Center 62

Call Center Multichannel virtual call center outsourcing 62

NICE inContact

JANUARY 26, 2016

Despite the increased level of priority placed on improving the customer experience (CX), this same report indicates that only 15% of all respondents are confident in their ability to quickly adapt their CX to emerging technology trends.

Customer Service 48

Customer Service contact center solutions Telecommunications Contact Center 48

Fonolo

FEBRUARY 7, 2013

A longer hold time will impact your contact center’s service level, probably your over NPS or CSat scores. These are typically related to poor management, outdated or insufficient technological resources, and staffing issues. Outdated contact center technology. Long Wait Times Result in Bad Press.

Call Center 62

Call Center Interactive Voice Response Wait times Abandon rate 62

Revation Systems

AUGUST 26, 2020

Over the last few months, patient access teams across the country have struggled with the need to quickly pivot with making their workforce remote due to restrictive legacy technology in healthcare contact centers. Rely on Metrics to Make Operational Decisions.

Best practices 62

Best practices Healthcare Multichannel Contact Center 62

Global Response

NOVEMBER 14, 2023

Omnichannel Contact Centers: The Best of Both Worlds Omnichannel contact centers generally make use of CCaaS technology to provide streamlined support across multiple channels. With cloud-based technology, you can employ agents from anywhere in the world, and effortlessly connect with customers from anywhere in the world.

Call Center 62

Call Center Contact Center outsourcing Multichannel 62

JustCall

APRIL 5, 2023

This heavy-handed focus can be particularly useful to businesses operating in highly regulated industries such as healthcare, BFSI (banking, financial services, and insurance), information technology, and more. 4 Does JustCall or Talkdesk Have a Better Customer Support System?

Interactive Voice Response 52

Interactive Voice Response Virtual Agent Multichannel voip 52

Eptica

OCTOBER 24, 2018

Author: Anne-Claire Bellec - Marketing Director Customer service is changing dramatically, with the rise of artificial intelligence (AI) and automation leading more and more consumers to interact with brands through technologies such as self-service. Share this page on: Tweet.

Customer Service 113

Customer Service Multichannel Self service Best practices 113

Eptica

NOVEMBER 18, 2015

For that reason, consider putting in place an end-to-end platform with in-built workflow to replace desktop email if you want to take back control of the process and improve service levels. Set targets – and stick to them As with every channel, customer expectations are rising continually. Share this page on: Tweet.

Customer Service 75

Customer Service Multichannel Transportation Self service 75

Callminer

OCTOBER 11, 2018

From essentials like average handle time to broader metrics such as call center service levels , there are dozens of metrics that call center leaders and QA teams must stay on top of, and they all provide visibility into some aspect of performance. It’s a simple and strategic way to properly optimize funnels.

Call Center 561

Call Center Metrics Contact Center Wait times 561

Revation Systems

FEBRUARY 3, 2020

That ease and fluidity is inclusive, all-encompassing and it should meet our needs whether the patients are young or old or whatever technology they choose. High Abandonment Rates Linked to Outdated Technology. The South Bend Clinic’s contact center was being held back by old, outdated on-premise technology.

Abandon rate 62

Abandon rate Healthcare Contact Center Multichannel 62

Balto

DECEMBER 14, 2022

There are many things you can do to make your call center more productive, like motivating your agents, equipping them with technological solutions, and implementing self-service options. The occupancy rate is a good indicator of resource utilization, but it won’t help you offer a good service level for your customers.

Call Center 52

Call Center Interactive Voice Response Average Handle Time First call resolution 52

CSM Magazine

AUGUST 6, 2021

Zendesk can support up to five brands, and multi-brand plugins can be used to support 300 brands, territories, company regulations, goods, and service levels. Customers can use the software’s knowledge base and forums to provide self-service. Supports Multichannel. Multiple Brands. Freshdesk Pricing. Weak spots.

Multichannel 52

Multichannel Self service APIs Sales 52

aircall

JANUARY 13, 2021

Why Businesses Rely on CCaaS Technology. Before digging into how to scale your business with CCaaS, let’s get a good understanding of what CCaaS technology means. CCaaS stands for contact center as a service. Essentially, it pertains to a service that uses software that’s hosted in the cloud rather than on-site.

Call Center 62

Call Center Contact Center voip call center software 62

Eptica

JUNE 22, 2016

This is particularly true with systems powered by linguistic technology – these can automatically scan incoming digital queries (such as emails or social media messages), and suggest relevant template answers from the knowledge base, further reducing answer times meaning staff can process more customer enquiries 2.

Customer Experience 55

Customer Experience Multichannel Contact Center Best practices 55

Eptica

DECEMBER 4, 2015

Customers are not happy with service levels 35% of American consumers were dissatisfied with the experience they received online during November 2015. This means that over a third of them had an issue, couldn’t find what they were looking for, or suffered some other form of poor service. part of the research.

Multichannel 49

Multichannel Customer Service Upselling Contact Center 49

Quality Contact Solutions

DECEMBER 31, 0001

Outsourced inbound call centers are trained to fulfill customer needs while delivering exceptional customer service. This multichannel approach allows customers to determine how they want to engage with the company and provides a seamless customer experience. Types of Inbound Call Center Services. Reduction in costs.

outsourcing 40

outsourcing Call Center Telemarketing B2B 40