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

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. Every interaction has three components: Success, Effort, and Emotion. See the 2015 Temkin Effort Ratings.

Trends 120

Trends Customer Experience Customer Journeys Customer Connectedness 120

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

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

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

Customer Bliss

MAY 3, 2017

Consumers today prefer to do things on their own – and, most importantly, according to their own timeframe. These companies don’t tell reps exactly what to say or do with a customer, but describe in broad terms the sort of competencies they feel are critical to a successful interaction. Rethink the contact center environment: .

Self Service 134

Self Service Customer Service Contact Center Airlines 134

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

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

JUNE 1, 2016

Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. This is probably due to its speed – it provides the immediacy of a telephone call by delivering a real-time, back and forth interaction. Date: Wednesday, June 1, 2016 What is holding back chat in customer service?

Customer Service 48

Customer Service Knowledge Base Contact Center Consumers 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

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

Eptica

JULY 6, 2016

Given this pressure, along with the need to operate as efficiently as possible, how are contact centers evolving to meet changing needs? The report is based on a survey of 221 UK contact centre managers working across 11 different vertical industries ranging from small contact centers of up to 50 agents to those with 200+ agents.

Trends 49

Trends Customer Service Social Media Contact Center 49

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. Author: Pauline Ashenden Consumers are sending an increasing number of questions to companies , across more and more channels. Share this page on: Tweet.

Self Service 48

Self Service Social Media Contact Center Knowledge Base 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 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

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

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

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

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

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

FEBRUARY 12, 2016

Author: Derek Lewis In today’s fast changing world consumer expectations are continually rising. Companies have to keep investing in improving the service and experience they offer if consumers are to remain satisfied. This is further demonstrated by the poor scores given by consumers for multichannel performance.

Customer Service 48

Customer Service Knowledge Base Contact Center Banking 48

Eptica

AUGUST 11, 2015

Date: Wednesday, August 12, 2015 The importance of emotion to customer engagement. Published on: August 12, 2015. We’ve all had good and bad customer experiences where emotional engagement (or disengagement) has radically changed the interaction. Customer service is no different.

Customer Engagement 48

Customer Engagement Engagement Social Media Sports 48

Eptica

NOVEMBER 20, 2015

Date: Friday, November 20, 2015 Systems versus service. Published on: November 20, 2015. – far too high for the energy consumed. Systems had overridden human interaction, damaging the overall experience. By the time all the paperwork was completed, I owed the old utility for a week’s energy.

System 48

System Net Promoter Score Contact Center NPS 48

Eptica

NOVEMBER 13, 2015

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. Published on: November 13, 2015. Reinvent don’t just improve Today’s consumers expect companies in all industries to be continually improving their products and the customer experience that they offer. Share this page on: Tweet.

Banking 48

Banking Customer Experience Financial Insurance 48

CSM Magazine

MARCH 26, 2020

started in 2015, gives owners assistance in providing care to their dogs. s approach to customer support interactions. contact center or offices. This enables customers to contact the channels they want instead of being forced into long queues. This customer-first mentality extended to Wag!’s UJET provides Wag!

Wait Times 59

Wait Times Exercises Connections Insurance 59

Avaya

JUNE 21, 2016

Experience in contact center deployment. Today, digital interactions account for more than 35% of all interactions, and at the current rate, it will overtake voice in two years’ time (Dimension Data, 2015). Experience in Software-Defined Networks. How can you create user defined experiences? Yes, that too.

Multi-Channel 45

Multi-Channel Self Service Social Media Chatbots 45

CSM Magazine

MARCH 26, 2020

started in 2015, gives owners assistance in providing care to their dogs. s approach to customer support interactions. contact center or offices. This enables customers to contact the channels they want instead of being forced into long queues. This customer-first mentality extended to Wag!’s UJET provides Wag!

Case Study 52

Case Study Study Customer Experience Wait Times 52

Storyminers

MAY 4, 2016

According to Forrester , CX is how customers perceive their interactions with your company. It’s how much your company exceeds or falls short of the expectations that every patron has for every interaction between them and your organization. Usable —the value is easy to find and engage with. Kerry Bodine.

Industry 140

Industry Customer Experience Interaction Customers 140

CSM Magazine

JANUARY 11, 2016

Contact centers can no longer be viewed simply as cost centers. The reality is many contact centers will only need to enhance existing architecture. The reality is many contact centers will only need to enhance existing architecture. 34% of contact centers are planning for a hosted solution.

Social Media 40

Social Media Omni-Channel Tips Customer Service 40

COPC

SEPTEMBER 3, 2019

We also realised that consumers in China are very keen to adopt technology-empowered customer service. Rather than just using the traditional assisted channels (such as person-to-person contact centres), Chinese consumers are willing to search for resolution via unassisted channels.

Financial 40

Financial Self Service System Customer Satisfaction 40

ijgolding

MARCH 22, 2017

or Consumer companies like Unilever and P&G can be quoted as perfect examples. In fact, for almost every product we use or consume in our daily life, we can find at least one alternative product. This has also changed the way customers interact and search for product information. and Pepsi Co.

Omni-Channel 204

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

OpinionLab

AUGUST 29, 2017

This is exactly why we recently surveyed 24,000 consumers and 1,000 businesses globally. Learning 1: Human interaction remains super important as part of broader omnichannel CX “package”. Beyond that, you should also be thinking of ways to optimize these human interactions. Here are five key learnings.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. they expect companies to have a connected view of these different channel interactions, but organizations aren’t always equipped to do this, and as a consequence, they are often challenged to understand customer needs at any point in time. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

NICE inContact

NOVEMBER 12, 2019

Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017. With Omnichannel Customer Service, the two interactions – chat and phone call – are part of one customer session.

Omni-Channel 136

Omni-Channel Multi-Channel Self Service Contact Center 136

Comm100

NOVEMBER 13, 2022

Firstly, today’s consumers are increasingly demanding support that is fast and 24/7. Chatbots provide exactly this and, now powered by improved technology and AI, consumer acceptance is growing fast. On top of this, 45% of consumers prefer chatbots as the primary mode of customer service communication. Book meetings.

Chatbots 130

Chatbots Software Self Service Wait Times 130

Kustomer

NOVEMBER 10, 2021

New York, NY – November 10, 2021 – Kustomer , an all-in-one, top-rated CRM for modern customer experiences, today announces enhancements to its chatbot product designed to enhance customer service interactions by eliminating mundane tasks and allowing agents to deliver more personalized experiences across channels.

Chatbots 98

Chatbots Omni-Channel Self Service Multi-Channel 98