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

Instead of letting prospects bounce off a landing page before asking that one important question on their mind, your AI customer service bot can step in and provide instant answers, book an appointment with your sales team, or help customers make a payment right there and then. What’s a Chatbot Going to Do for Your Customers? .

Chatbots 146

Chatbots Examples Customer Service Banking 146

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 23, 2015

Date: Wednesday, December 23, 2015 How customer service techniques can ensure a stress-free Christmas. Published on: December 23, 2015. Author: Pauline Ashenden With the holidays now nearly upon us, spare a thought for customer service teams who have to keep working right up to, and through, Christmas itself.

Customer Service 48

Customer Service Contact Center Knowledge Base Retail 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

MARCH 31, 2016

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. So for example 11% of the brands evaluated scored a maximum 100% by answering all questions successfully, while 10% of those surveyed managed to answer only 40% or less.

Self Service 48

Self Service Customer Service Entertainment Fashion 48

Eptica

DECEMBER 9, 2015

Date: Wednesday, December 9, 2015 5 Ways of improving handling times this Christmas. Published on: December 09, 2015. Given this pressure, retailers need to balance reducing handling times while at the same time ensuring that customers receive a helpful, informative response to their query if they are to retain their business.

Contact Center 48

Contact Center Social Media Self Service 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

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 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. for email and £3.87

Self Service 48

Self Service Customer Experience Contact Center Knowledge Base 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. Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Retail 48

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? Published on: January 20, 2016. Eptica research backs up the need to make self-service easier. Share this page on: Tweet.

Self Service 48

Self Service Customer Service CRM Contact Center 48

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. This gap between best and worst replicates Eptica’s findings in the 2015 UK Multichannel Customer Experience Study. Those that were 1% below saw sales decrease by 1%.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Eptica

JUNE 1, 2016

These points are backed up by the latest Eptica Multichannel Customer Experience Study , which highlights that the adoption of chat by UK brands is on an upward curve. For example in the 2014, 13% of companies claimed to offer it, and in 2015 this doubled to 26%. In the 2016 study it again grew exponentially, to 44% of brands surveyed.

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

Eptica

MARCH 18, 2016

Static performance Overall, the UK research found minor changes in performance since 2015, with the total number of questions answered on the web, email and Twitter remaining static at 55%. 10% fewer companies allowed non-customers to email them compared to 2015. However, performance varied. Share this page on: Tweet.

Retail 48

Retail Self Service Customer Service Entertainment 48

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

NOVEMBER 11, 2015

Date: Wednesday, November 11, 2015 Comparing the retail customer experience in the United States and United Kingdom. Published on: November 11, 2015. Author: Pauline Ashenden Thanks to the internet, retail is a global industry, with companies now facing competition from peers around the world. Share this page on: Tweet.

Retail 48

Retail Self Service Customer Experience Social Media 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

DECEMBER 16, 2015

Date: Wednesday, December 16, 2015 Customer service in a multigenerational world. Published on: December 16, 2015. At the same time answers will need to be consistent, across every demographic, so make sure you have a centralized knowledge base in place to share information across your contact center agents and channels.

Customer Service 48

Customer Service Social Media Contact Center Transportation 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

JUNE 8, 2016

They want the peace of mind of knowing they have the right answer, however they make contact. 69% of routine travel questions were answered online, up 10% from 2015, with all scoring between 6 and 8 out of 10. The one glimmer of hope came from the performance of travel companies on the web. Share this page on: Tweet.

Travel 48

Travel Airlines Customer Experience Social Media 48

Eptica

OCTOBER 30, 2015

Date: Friday, October 30, 2015 Which sectors offer the worst customer experience? Published on: October 30, 2015. Author: Pauline Ashenden While all industries need to ensure they are delivering an excellent customer experience, some seem to be intrinsically better at it than others. Share this page on: Tweet.

Customer Experience 48

Customer Experience Transportation Insurance Hotels 48

Eptica

APRIL 26, 2016

Companies in France seem keen to engage with customers more via the telephone – 87% provided a contact number (up from 84% in 2015), with many sites even suggesting the best times for consumers to call. In France however the web still lags behind, only able to provide answers to 55% of queries.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

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. Communication technologies can securely enable higher quality care, reduce costs, and improve satisfaction for patients and employees alike, on- and off-site at Federal Government facilities managed by the VA and the Department of Defense.

Healthcare 52

Healthcare Technology Hospitality Government 52

Verint

JULY 31, 2017

The organization has more than 4,400 contact center agents who handle over 28 million phone calls per year. The VoC strategy includes requiring that agents ask for customer feedback on 100% of calls that are handled. Make customer centricity a primary focus. When a customer survey response is sub-par (i.e.,

Strategy 28

Strategy ROI Analytics Survey 28

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. Our services team has helped with over 1,000 customer experience management initiatives.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. Aimee Lucas is an experience management researcher, advisor, trainer, and speaker. As part of Qualtrics’ XM Institute, she focuses her efforts on helping organizations optimize their experience management (XM) programs.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

TechSee

JANUARY 18, 2021

TechSee has been out there since 2015 and fully engaged ever since, motivated to drive change. Our delivery team is a talented and driven group of experienced project management, customer success, and customer engagement professionals led by the company’s COO – just call us the “dream team.”

Contact Center 109

Contact Center Insurance Chatbots Customer Success 109

Verint

JUNE 2, 2015

Verint will host Engage 2015, its global customer conference, at the Paris Las Vegas Hotel in Nevada. June 8-11; Las Vegas, Nevada.

Net Promoter Score 20

Net Promoter Score Conference Effort Score Hotels 20

Kustomer

JUNE 11, 2020

New York, NY – June 11, 2020 — Kustomer , the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences, announces today that it has been named in Gartner’s Magic Quadrant for the CRM Customer Engagement Center (CEC) report, published on June 4, 2020 by the research and advisory firm.

CRM 52

CRM Customer Engagement Engagement Self Service 52

SurveySensum

JULY 14, 2020

Brenda Lynn Dichoso – Head of Customer Experience Performance Management at PT Smartfren Telecom. Brenda Lynn Dichoso is a customer experience executive with direct vertical market experience in designing, implementing, and managing complex customer care operations in a telecom set-up. 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