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

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

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

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

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

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.” As you can see in our video Driving CX Transformation , customer-centric culture requires mastering four CX core competencies : Purposeful Leadership , Compelling Brand Values , Employee Engagement , and Customer Connectedness. See the 2015 Temkin Effort Ratings.

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. Many businesses have already jumped on the bandwagon and, without second thought, passed the responsibility of social media off on their marketing department to broadcast branded content to followers.

Social Media 120

Social Media Customer Service Airlines Contact Center 120

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

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

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

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

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

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. Author: Derek Lewis In previous decades an organization’s brand was something it controlled, with how it was perceived in the market driven by expensive advertising and marketing campaigns.

Omni-Channel 48

Omni-Channel Customer Experience Social Media Knowledge Base 48

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

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

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

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. It also looks at sharing best practice to further improve standards, ultimately benefiting consumers everywhere. On that note, let us focus on the positive side of customer service. This can be positive or negative.

Net Promoter Score 48

Net Promoter Score Customer Service Social Media Contact Center 48

Eptica

AUGUST 5, 2016

Based on consumer research into how customer experience strengthens loyalty, it shows both individual company scores and how the wider economy is performing. Overall CX is improving Since the last report in Q3 2015 18% of the 319 brands surveyed had improved their scores significantly. Share this page on: Tweet.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Eptica

NOVEMBER 27, 2015

Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. Published on: November 27, 2015. The study, from Nottingham Trent University , also found that much of the time most users don’t even realize they are doing it, with consumers spending twice as much time on their phones as they think.

Customer Experience 48

Customer Experience Social Media Contact Center Consumers 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

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 Contact Center CRM 48

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Published on: August 19, 2015. Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience.

Self Service 48

Self Service Customer Service Wireless Contact Center 48

Eptica

JULY 6, 2016

Author: Steve Nattress Customers are increasingly demanding about the levels of service that they receive from brands. Given this pressure, along with the need to operate as efficiently as possible, how are contact centers evolving to meet changing needs?

Trends 49

Trends Customer Service Social Media Contact Center 49

Eptica

SEPTEMBER 18, 2015

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. Published on: September 23, 2015. Demonstrating this, the highest ranked grocery chain in the UKCSI continues to be upmarket group Waitrose , which comes sixth overall in customer satisfaction amongst major UK brands.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Eptica

OCTOBER 30, 2015

Date: Friday, October 30, 2015 Which sectors offer the worst customer experience? Published on: October 30, 2015. Its survey found that consumers rated the public transport (including train operators), utility, insurance and broadband sectors, as worst for customer experience and service.

Customer Experience 48

Customer Experience Transportation Insurance Hotels 48

Eptica

FEBRUARY 5, 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. Value their time Consumers generally don’t want to waste time waiting for a response or spend hours searching for information. Published on: February 05, 2016.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Published on: August 14, 2015. Author: Pauline Ashenden Twenty years ago, the majority of banking was carried out face-to-face through an extensive branch network and most consumers remained with the same bank for much of their lives.

Banking 48

Banking Self Service Social Media Customer Experience 48

Eptica

DECEMBER 16, 2015

Date: Wednesday, December 16, 2015 Customer service in a multigenerational world. Published on: December 16, 2015. For example, older consumers may share any customer service issues they are having with their millennial relatives , and consequently be encouraged to be more demanding in their expectations of the experience they receive.

Customer Service 48

Customer Service Social Media Contact Center Transportation 48

Eptica

APRIL 26, 2016

This increases the focus on delivering an excellent customer experience to consumers, wherever they are located, if companies are going to have meaningful, engaged conversations with their audiences. Companies realize this, with nearly all brands now on Facebook and Twitter, many with specialist customer service pages or handles.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

TechSee

MAY 21, 2018

Tuesday, November 23, 2015 started out like any other day at work for James Crenson. Similar to any relationship, customer-brand relationships are best evaluated in times of crisis, specifically when the customer needs the brand most. When a crisis occurs, brands must be proactive with messaging. At 8:50 a.m.

How To 104

How To Call Center Guidelines Social Media 104

Eptica

JUNE 8, 2016

The research assessed ten brands in the travel sector (a mix of airlines and travel agents/operators) on their ability to provide answers to 10 typical customer service questions. They want the peace of mind of knowing they have the right answer, however they make contact. Share this page on: Tweet.

Travel 48

Travel Airlines Customer Experience Social Media 48

Eptica

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). Stronger brand reputation Certain companies are well known for the customer experience. Share this page on: Tweet.

ROI 50

ROI Self Service Customer Experience Airlines 50

Eptica

AUGUST 11, 2015

Date: Wednesday, August 12, 2015 The importance of emotion to customer engagement. Published on: August 12, 2015. A related point is that humans are prone to confirmation bias – meaning they pay more attention to evidence that supports their existing beliefs about the world (or a brand), and ignore those that prove the opposite.

Customer Engagement 48

Customer Engagement Engagement Social Media Sports 48

Avaya

SEPTEMBER 2, 2016

When Ford wanted to reintroduce the Fiesta brand in the U.S. The idea they hit upon was to give consumers the chance to be chosen as one of 100 digital influencers, allowing them to test-drive a new Fiesta for six months. We listened and built the solution for that. So what are we bringing for 2016?

Innovation 40

Innovation Feedback Contact Center Customers 40