Kustomer

OCTOBER 25, 2019

This has effectively locked out resellers, systems integrators, VARs, consultants and other traditional channel partners from offering their clients a one-stop shop for comprehensive call and contact center solutions. In other words, a comprehensive and consolidated call and contact center solution. That ends today.

Contact Center 40

Contact Center Omni-Channel Software CRM 40

Kustomer

OCTOBER 25, 2019

This has effectively locked out resellers, systems integrators, VARs, consultants and other traditional channel partners from offering their clients a one-stop shop for comprehensive call and contact center solutions. In other words, a comprehensive and consolidated call and contact center solution. That ends today.

Contact Center 40

Contact Center Omni-Channel Software CRM 40

Tricia Morris

MAY 18, 2015

For the first time in the history of Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey , respondents now say they are using self-service FAQ pages on a company’s website more often than speaking with a live agent on the phone. Contact centers are working to address this growing and changing channel use.

Contact Center 40

Contact Center Self Service Customer Service eBook 40

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

Customer Service 48

Customer Service Social Media Retail Contact Center 48

Strativity

MARCH 17, 2015

It incorporates a series of online live webcasts structured to benefit contact center leaders at all levels, helping supervisors, managers, director and C-level executives build advocacy and achieve improved results by: 1. Learning how to reduce customer effort.

Conference 40

Conference Connections Consumers Customer Journeys 40

NICE inContact

JULY 13, 2016

Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan. Last October, inContact was named the 2015 Customer Value Leadership Award by Frost & Sullivan.

Customer Experience 121

Customer Experience Contact Center Omni-Channel ROI 121

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.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. Published on: January 06, 2016.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

SEPTEMBER 3, 2015

Date: Friday, September 4, 2015 Why your CEO should work a shift in the contact center. Published on: September 04, 2015. Enforce consistency Train everyone about what good customer service should look like in your company to ensure consumers receive a similar level of service whoever they approach.

Contact Center 48

Contact Center Chief Customer Officer Social Media Knowledge Base 48

NICE inContact

JULY 25, 2019

Avoiding job boredom in the contact center is crucial to keeping them around. According to Randstad (2015), 86 percent of employees quit their jobs due to an absence of career development. It doesn’t have to be a time-consuming task either, you can unify coaching capabilities via powerful performance management.

Call Center 141

Call Center Gamification Contact Center Social Media 141

Joe Rawlinson

JANUARY 27, 2016

With a saturation of marketing and advertising, companies rely more on consumer emotions to sell a product. If you took the early Betty Crocker commercials of the 1950s and compared them to advertising in 2015, the differences would be night and day. But these four emotions and strategies are key ways to engage new customers in 2016.

Consumers 60

Consumers Marketing Advertising Hotels 60

Experience Matters

DECEMBER 15, 2015

In my post last year I named 2015 “ The Year of Employee.” We saw a surge of interest in the topic of culture in 2015, and we expect even more executives to begin the long-term journey of culture change in 2016. See the 2015 Temkin Effort Ratings. It’s once again the time of year for me to publish my CX trends.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

NICE inContact

JUNE 14, 2016

Apparently their social media was as backed up as their contact center. A Sprinklr study from 2015 found that nearly 50% of consumers are ready and willing to share negative experiences with a brand on social media. After 20 minutes had dragged by I still hadn’t heard back.

Social Media 120

Social Media Customer Service Airlines Contact Center 120

Magellan Solutions

AUGUST 2, 2021

Thus, the contact center industry in the Philippines helps clients to adapt to the changed situation. . Majority of i nhouse call center in the Philippines are supported by digital and analytics. This is according to the latest Tholons’ Top 100 Outsourcing Destinations for 2015. . Philippines.

Call Center 52

Call Center Tourism Contact Center Healthcare 52

Eptica

DECEMBER 23, 2015

Date: Wednesday, December 23, 2015 How customer service techniques can ensure a stress-free Christmas. Published on: December 23, 2015. As consumers communicating with the contact center demand fast answers to their queries, so set expectations on what you are going to do, and by when, so that everyone knows what is going to happen.

Customer Service 48

Customer Service Contact Center Knowledge Base Retail 48

TechSee

JANUARY 14, 2021

That’s ok, we may be a relatively new startup (founded in 2015) but we are really starting to make a splash, so expect to hear more about us going forward. And, if we can save a few consumer tech devices from being smashed to bits in the process, that’s fantastic…for us, for you, and for your wallet. ever again.

Company 109

Company Wireless Video Technology 109

Magellan Solutions

JULY 11, 2021

This is where Magellan Solutions as the most trusted call center Philippines come in. . Why the call center industry in the Philippines is the #1 choice as call center capital of the US. According to the ASEAN Business Outlook Survey of 2015, the Philippines’ business climate has greatly improved over the past five years.

Call Center 45

Call Center Tourism Contact Center Industry 45

Eptica

OCTOBER 4, 2017

Recent research by analyst ContactBabel points to a drop in the number of inbound queries between 2015 and 2016. Combined with the growth of AI this has led to much talk about whether we are going to see the end of the traditional contact center, with agents replaced by machines. ” or “How do I change my address?

Self Service 68

Self Service Customer Service Contact Center Social Media 68

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. A further four companies had over 400 complaints per 100,000, within the three months between April and June 2015. This is one reason for continued high call volumes to utility contact centers.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

Eptica

MARCH 31, 2016

Author: Dharmesh Ghedia With an increasing amount of our time spent online, company websites are now more often than not the first port of call for consumers looking for information from brands. The web, in the form of help and self service has remained on top throughout that time and continued to improve between 2015 and 2016.

Self Service 48

Self Service Customer Service Entertainment Fashion 48

Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Aspect Consumer Experience Survey ).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Eptica

DECEMBER 9, 2015

Date: Wednesday, December 9, 2015 5 Ways of improving handling times this Christmas. Published on: December 09, 2015. Based on my experience working with contact centers, I can recommend these five areas to help improve handling times: 1. This will save even more time moving forward.

Contact Center 48

Contact Center Social Media Self Service Knowledge Base 48

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. As technology gets more complex, and consumers look to connect it all together, the importance of the customer experience becomes ever more vital.

Self Service 48

Self Service Customer Service Social Media Retail 48

Eptica

DECEMBER 18, 2015

Date: Friday, December 18, 2015 Telecoms customer complaints rising in the UK. Published on: December 18, 2015. Q3 2015 figures show that the total volume of complaints about mobile, fixed line, broadband and pay-TV providers grew from Q2, with broadband and fixed line operators generating the most issues.

Social Media 48

Social Media Sports Contact Center CRM 48

Eptica

JUNE 3, 2016

Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. Research from Ovum/Tyntec with US and German consumers show that it is driving changes in behavior in four key ways : Consumers expect faster answers on mobile channels.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from.

Customer Experience 48

Customer Experience Banking Contact Center Customer Centricity 48

TechSee

FEBRUARY 1, 2021

TechSee has been out there since 2015 driving change with innovation, working to make a difference. Our technology allows contact center agents and technicians to remotely guide customers on how to fix and install their products using video, Computer Vision, AI and augmented reality. How, what and why?

Innovation 84

Innovation Insurance Contact Center Chatbots 84

Joe Rawlinson

JUNE 1, 2016

In 2015, 47 percent of U.S. Nearly two-thirds of these companies said it was somewhat or very difficult to please customers, while 77 percent agreed the Internet and consumer apps were raising the bar of customer expectations. Using a cloud-based customer contact center can also help you deliver omni-channel support.

Omni-Channel 60

Omni-Channel Customer Expectations Meeting Multi-Channel 60

Eptica

JUNE 1, 2016

Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. And it’s convenient because consumers don’t need to switch from the web to the phone, meaning it can be integrated seamlessly into the customer journey. Published on: June 01, 2016.

Customer Service 48

Customer Service Knowledge Base Contact Center Consumers 48

Eptica

JANUARY 20, 2016

Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? In many ways this isn’t a surprise – consumers want to get answers quickly, and don’t want to wait for someone to respond to an email or pick up the phone. Published on: January 20, 2016.

Self Service 48

Self Service Customer Service CRM Contact Center 48

Eptica

JULY 27, 2016

This is backed up by damning new consumer research commissioned by fixed-fee UK estate agent YOPA. What it also highlights is the impact of poor customer service – it backs up Eptica research that found that 82% of consumers often or always switched supplier if they failed to receive a satisfactory experience.

Customer Service 48

Customer Service Poor Customer Service Contact Center Airlines 48

Eptica

SEPTEMBER 18, 2015

Date: Friday, September 18, 2015 The six ways web self-service improves your customer experience. Published on: September 18, 2015. Consumers are asking an increasing number of questions and are demanding faster service, across more and more channels. for phone, according to analysts Contact Babel.

Self Service 48

Self Service Customer Experience Contact Center Knowledge Base 48

Customer Bliss

MAY 3, 2017

Consumers today prefer to do things on their own – and, most importantly, according to their own timeframe. Rethink the contact center environment: . If you’re interested in how to start dismantling your company’s “factory of sadness,” check out some of our findings and resources on contact center talent management.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. According to Nielsen, nearly half of US consumers use social media to ask questions and Twitter’s own analysis shows that tweets to major brands have increased 2.5 times over the past two years.

Customer Service 48

Customer Service Social Media Contact Center B2C 48

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. In highly competitive markets brand reputation and values are built on the experience that consumers receive and share on social media. out of 100 – in January 2013 it was 78.2.

Omni-Channel 48

Omni-Channel Customer Experience Social Media Knowledge Base 48

Comm100

JANUARY 14, 2016

If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. billion PC users.) All Channels – All the Time.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

Eptica

MARCH 18, 2016

Transformed by the internet, new entrants and ever more demanding consumers, retailers cannot afford to rest on their laurels. Loyalty is a thing of the past, with consumers are now able to choose from an enormous range of suppliers at the click of a mouse, or, increasingly, a tap on a smartphone screen. However, performance varied.

Retail 48

Retail Self Service Customer Service Entertainment 48