2014 Contact Center Customer Engagement Self Service 
Eptica
JUNE 15, 2016
Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information. Published on: June 15, 2016.
CSM Magazine
MARCH 13, 2020
Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. Relying solely on traditional channels risks losing customers to competitors.
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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. This shift to a mobile first world has a big impact on the customer experience and customer service.
Eptica
OCTOBER 6, 2015
In many ways the Citizens Advice research mirrors the findings of the 2015 Eptica Multichannel Customer Experience Study. This analyzed ten leading utilities and found that, on average, performance in the sector had worsened on email, chat and Twitter, and remained static on the web, since 2014. Here are six areas to focus on: 1.
Eptica
AUGUST 19, 2015
Clearly, technology can be used to help consumers better serve themselves, freeing up human agents to deal with more complex queries where they can use their emotional understanding to improve the customer experience. Share this page on: Tweet.
Eptica
SEPTEMBER 10, 2015
Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. Email customer service Just half of companies allowed non-customers to contact them by email – the same number as in 2015. Share this page on: Tweet.
Eptica
JANUARY 6, 2016
What are the 4 key attributes of successful customer engagement? Showing the consistent appeal of evergreen content, this post from 2014 continues to attract many readers. To find out more click here. What are the factors affecting channel choice? Share this page on: Tweet.
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