Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. In 2015 he published a report looking at the difference in revenue growth between pairs of similar businesses in five sectors (cable communications, airlines, investments, retail and health insurance). Share this page on: Tweet.

ROI 50

ROI Self Service Customer Experience Airlines 50

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. Author: Neil Cox In 2015 the US Census Bureau reported that Millennials outnumbered Baby Boomers for the first time , meaning they now make up a quarter of the population. They want their views to be acted on (fast!),

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: March 18, 2016. Customers are pushing retailers to innovate and deliver new services , improved experiences at lower prices. 10% fewer companies allowed non-customers to email them compared to 2015.

Retail 48

Retail Self Service Customer Service Entertainment 48

Eptica

AUGUST 5, 2016

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. Share this page on: Tweet.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 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. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Avaya

APRIL 6, 2016

For a limited time, we are offering companies of any size the opportunity to replace and upgrade their current contact center solutions with Avaya’s leading offerings at up to 60% off standard pricing. First, Avaya’s complete solution includes self-service, mobile video, and omnichannel. But that’s not all!

Self Service 40

Self Service Contact Center Omni-Channel Video 40

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. 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. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. Avaya IP Office Contact Center enables a midsize business to offer web chat, email and voice as an integrated, multichannel customer interaction strategy.

Customer Experience 40

Customer Experience Contact Center Self Service CRM 40

Kustomer

MAY 14, 2020

Reply leverages artificial intelligence and machine learning models to improve agent efficiency through self-service chatbot and deflection capabilities. Reply has built deflection and self-service chatbots that help companies effectively deflect initial customer communications at an astounding rate of 40 percent.

Self Service 94

Self Service Company Chatbots Technology 94

ijgolding

MARCH 22, 2017

Many of them have outsourced contact center operations and some have maintained in-house customer support. Due to rapid advancements, contact center technology systems need to be modified quite often and hence it is quite important to invest in solutions which provide agility to upgrade/ downgrade or modify with ease.

Omni-Channel 204

Omni-Channel Customer Experience Multi-Channel e-support 204

Comm100

JUNE 13, 2018

According to a study by Inmar , 72 percent of coupons used in 2016 affected purchasing behavior , usually by encouraging shoppers to buy a product they otherwise would not have. Live chat provides businesses with valuable sales and customer service opportunities that aren’t possible through any other channel.

Tips 130

Tips Self Service e-support Social Media 130

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Yet, relatively few contact centers have focused on providing a consistent customer experience. What goes into good self-service?

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Tricia Morris

OCTOBER 9, 2015

Treat yourself to the 13 shocking customer service statistics below to encourage bigger and better buy-in for your 2016 customer service initiatives: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 2015 Aspect Consumer Experience Survey ).

Self Service 40

Self Service Customer Service Poor Customer Service Contact Center 40

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. How will emerging and growing trends change the customer service equation? More Companies Will Make Customer Service a Strategic Priority. One strike and you’re out.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Eptica

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? Published on: March 04, 2016. Back in 2014 in a survey by Gartner , 89% of companies predicted that in 2016 they would be competing mostly on the customer experience they offered. Consistency and multichannel service was also poor.

Self Service 48

Self Service Brands Social Media Contact Center 48

Eptica

APRIL 29, 2016

Date: Friday, April 29, 2016 Insurers struggling to connect with customer service. Published on: April 29, 2016. Consumers are demanding more from their insurers, and want a seamless, high quality experience, however they choose to make contact. In 2015 just half gave accurate answers.

Insurance 48

Insurance Connections Customer Service Self Service 48

Avaya

OCTOBER 27, 2016

Earlier this month, the CFI Group, which issues the annual American Customer Satisfaction Index, issued the Contact Center Satisfaction Index (CCSI). Here are some of the key findings : The index shows a four-point decrease in customer satisfaction from 2015 to 2016, sliding to the lowest score in the nine-year history of the report.

Customer Experience 40

Customer Experience Self Service Contact Center Omni-Channel 40

OpinionLab

AUGUST 29, 2017

So, according to our survey, around 4 in 5 want direct person contact, 3 in 4 expect a phone number on your website and more than 6 in 10 think they get better service in-person. After all, it’s hard to be delighted about a positive self-service outcome. The difference between the 2015 and 2016 figures are clear.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

Tricia Morris

AUGUST 21, 2015

Five Steps to Greater Customer Loyalty : analyze customer behavior with special attention to self-service options available and how and when customers use them; improve self-service, with a broader view than just IVR; integrate all channels; create better links between live and self-service; track satisfaction and evolve based on the results.

CRM 40

CRM Customer Focused Self Service Conference 40