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. Author: Anne-Merete Jensen In competitive markets, customer service is often the most important differentiator. Below are four areas that may help. Share this page on: Tweet.

Contact Center 48

Contact Center Chief Customer Officer Social Media Knowledge Base 48

Calabrio

FEBRUARY 24, 2016

In 2015, it gained momentum. Now, in 2016, it’s so important, it pulls other priorities into its orbit,” explained Travis, drawing parallel between customer experience and the sun. During a 12-month period between 2014 and 2015, Calabrio recorded more than one billion calls. “In 2014, it emerged as a top priority for marketers.

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

Eptica

AUGUST 11, 2015

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

Customer Engagement 48

Customer Engagement Engagement Social Media Sports 48

Comm100

NOVEMBER 2, 2020

The beauty of AI customer service is how it can work together with human agents to help both customer and agent. A university’s contact center, for example, consistently gets questions about a wide range of topics. In 2015, Australia-based mobile carrier Tangerine added a B2C offering to its B2B products.

Chatbots 143

Chatbots Examples Customer Service Banking 143

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. Given these challenges, how are they coping with becoming more customer centric? There should be agent tools and customer tools, designed on a common platform.

Customer Service 48

Customer Service Social Media CRM Contact Center 48

Eptica

DECEMBER 9, 2015

Date: Wednesday, December 9, 2015 5 Ways of improving handling times this Christmas. Published on: December 09, 2015. Additionally, while customers are always demanding, the time they are willing to wait for an answer is even shorter at Christmas. Again, this saves time without impacting the service provided.

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. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Contact Center 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. This shift to a mobile first world has a big impact on the customer experience and customer service. Consumers want to interact on new channels.

Self Service 48

Self Service Customer Service Social Media Ecommerce 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. Author: Robin Tandon Customer service teams are currently faced with multiple challenges. for phone, according to analysts Contact Babel. Luckily there is an answer.

Self Service 48

Self Service Customer Experience Contact Center 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

JUNE 1, 2016

Customers love it Chat has the highest satisfaction levels for any customer service channel , with 73% of people who use it saying they are satisfied. This is probably due to its speed – it provides the immediacy of a telephone call by delivering a real-time, back and forth interaction. Share this page on: Tweet.

Customer Service 48

Customer Service Knowledge Base Contact Center Consumers 48

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. The rise of social media and increasingly demanding customers has changed all of this. It shows there has been scant change to customer service levels, with no overall improvement since 2013.

Omni-Channel 48

Omni-Channel Customer Experience Social Media Knowledge Base 48

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. This rising volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback , threatens to overwhelm many organizations.

Self Service 48

Self Service Social Media Contact Center Knowledge Base 48

Tricia Morris

FEBRUARY 19, 2016

Here is a collection of 16 statistics shaping customer service for today and tomorrow: 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 ). 2015 Global State of Multichannel Customer Service Report).

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. Author: Michael Cheung The immediacy and reach of Twitter means it has become a vital channel for customer service. times over the past two years. Share this page on: Tweet.

Customer Service 48

Customer Service Social Media Contact Center B2C 48

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. 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. So they may call, email , start a chat or contact you through social media.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

Avaya

DECEMBER 1, 2016

We are well aware that what goes on behind the scenes to coordinate the customer experience can be dauntingly complex. The latest release of Avaya IP Office Contact Center takes into account midsize businesses’ needs and requirements for simplicity and affordability, and the desire to deliver a top-notch customer experience.

Customer Experience 40

Customer Experience Contact Center Self Service CRM 40

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. On that note, let us focus on the positive side of customer service. Similarly, approach those that rank you highly in Voice of the Customer research. Share this page on: Tweet.

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. The report outlines ten key areas to focus on: Extend customer service beyond traditional banking hours. Customers now expect to be able to connect with you 24×7 on their channel of choice.

Banking 48

Banking Self Service Social Media Customer Experience 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

NOVEMBER 27, 2015

Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. Published on: November 27, 2015. Author: James Gladwish According to new academic research people check their smartphones 85 times a day and use them for a daily average of 5 hours. Share this page on: Tweet.

Customer Experience 48

Customer Experience Social Media Contact Center Consumers 48

Eptica

NOVEMBER 20, 2015

Date: Friday, November 20, 2015 Systems versus service. Published on: November 20, 2015. Systems had overridden human interaction, damaging the overall experience. Author: Olivier Njamfa Earlier in the year I moved house and needed to change the existing energy supplier for the property. Share this page on: Tweet.

System 48

System Net Promoter Score Contact Center NPS 48

Eptica

FEBRUARY 12, 2016

The latest Institute of Customer Service Customer Satisfaction Index (UKCSI) has shown its first substantial improvement for two years, with a rise of 0.8 The six monthly study, which is based on the views of 10,000 customers, has improved by 1 point since January 2015 but is still well below the January 2013 peak of 78.2.

Customer Service 48

Customer Service Knowledge Base Contact Center Banking 48

Eptica

NOVEMBER 13, 2015

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. Published on: November 13, 2015. According to McKinsey, this could be achieved by co-designing new services with customers, or studying their lifestyles and creating products to suit. Share this page on: Tweet.

Banking 48

Banking Customer Experience Financial Insurance 48

Avaya

JUNE 21, 2016

Experience in contact center deployment. When it comes to delivering unmatched customer experiences, Experience Is Everything. 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).

Multi-Channel 45

Multi-Channel Self Service Social Media Chatbots 45

CSM Magazine

JANUARY 11, 2016

Here are five tips to help you use social media to take your customer service to the next level. Contact centers can no longer be viewed simply as cost centers. Investment is needed to integrate digital customer service but many organizations think that deploying a full omni-channel solution is complicated.

Social Media 40

Social Media Omni-Channel Tips Customer Service 40

Avaya

MAY 18, 2017

Consider these startling facts: 100 million people were directly impacted by data breaches in 2015. Approximately 80% of physicians use smartphones in hospital. But security is just as important as quality care and the patient experience. 90% of healthcare organizations have had at least one data breach in the past two years.

Healthcare 52

Healthcare Technology Hospitality Government 52

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. We brought the industry’s first customer engagement hub to market. Clarabridge.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Flavio is the VP of Operations and Customer Support at DigiCert, Inc.,

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Flavio is the VP of Operations and Customer Support at DigiCert, Inc.,

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

OpinionLab

AUGUST 29, 2017

Learning 1: Human interaction remains super important as part of broader omnichannel CX “package”. But, latest book store initiative and Wholefoods acquisition notwithstanding, it simply can’t offer the same experience when it comes to these types of face-to-face interactions. Here are five key learnings.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

Eptica

NOVEMBER 18, 2015

Date: Wednesday, November 18, 2015 The state of UK email customer service. Published on: November 18, 2015. Email usage by sector Contact Babel’s research, which was carried out with UK contact centre managers, found that email makes up an average of 17% of incoming queries from customers.

Self Service 48

Self Service Customer Service Transportation Social Media 48

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Eptica

AUGUST 28, 2015

Date: Friday, August 28, 2015 What is a customer hub? Published on: August 28, 2015. Author: Steve Nattress When customer service first rose to prominence within organisations it was straightforward to define. You can find out more about the Eptica Customer Day 2015 and book your place here.

Social Media 48

Social Media Contact Center CRM Hotels 48

Avaya

SEPTEMBER 1, 2016

million users globally have chosen to upgrade to or purchase Avaya Aura® Platform release 7 , the software-only contact center platform for companies evolving to a digital enterprise. million licenses on Breeze, Avaya customers have embraced the ability to access and develop their own apps quickly with Avaya software.

Communication 44

Communication Contact Center Net Promoter Score Culture 44

Eptica

SEPTEMBER 10, 2015

Date: Wednesday, September 16, 2015 Why aren’t organizations embracing digital customer service? Published on: September 16, 2015. Author: Steve Nattress The spread of digital customer service channels, from email and chat to social media , can provide organizations with significant benefits. Share this page on: Tweet.

Customer Service 48

Customer Service Self Service Social Media Contact Center 48

Eptica

OCTOBER 26, 2015

Date: Monday, October 26, 2015 Christmas is coming – is your customer service ready? Published on: October 26, 2015. Part of this is due to the lack of context – unlike a face to face conversation digital interactions don’t have visual or verbal clues to help decipher what is being said.

Customer Service 48

Customer Service Self Service e-support Retail 48