Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. The 2015 Eptica Multichannel Customer Experience Study evaluated midsize retailers on their ability to answer routine enquiries via email, the web, chat, Twitter and Facebook.

Customer Service 48

Customer Service Social Media CRM Contact Center 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

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 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. Consumers want to interact on new channels. Consumers want to interact on ‘old’ channels too. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

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. Share this page on: Tweet.

Self Service 68

Self Service Customer Service Contact Center Social Media 68

Customer Bliss

MAY 3, 2017

It’s one of the main reasons why we continue to see stories of service failures (and the resulting customer outrage that ensues) all over social media. Rethink the contact center environment: . Matt Dixon is Group Leader of the Financial Services and Customer Contact Practices of CEB (NYSE: CEB) in Arlington, VA.

Self Service 134

Self Service Customer Service Contact Center Airlines 134

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. The rise of social media and increasingly demanding customers has changed all of this.

Omni-Channel 48

Omni-Channel Customer Experience Social Media Knowledge Base 48

Comm100

JANUARY 14, 2016

According to Forrester Research , 42% of the global population will own a smartphone by the end of 2015. Social Media Is a Powerful Support Platform. According to a CellCentreHelper.com report , only 3% of companies used social media to communicate with customers as of May 2014. billion PC users.)

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

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. While they are at home online and on social media, they pick the channel that best meets their current needs. Published on: February 05, 2016.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. After all, it is very easy for people to equate customer service solely with complaints, whereas a growing number of interactions are from consumers sharing their thanks or praising a company, particularly on social media.

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 internet also underpins social media, which provides aggrieved customers with a platform to broadcast their complaints to the wider world. Three factors have dramatically changed this.

Banking 48

Banking Self Service Social Media Customer Experience 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

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

Stella Connect

MARCH 5, 2018

Jet launched in 2015 with a mission to make online shopping more transparent and efficient. “Stella Connect is an amazing asset for our team and has totally changed the way we think about performance management across our contact center. ” —Marc Lore, Founder of Jet.com and CEO of Walmart.com.

Connections 40

Connections Social Media Contact Center Feedback 40

Talkdesk

DECEMBER 18, 2017

Other times it means interacting with customers through digital channels such as web chat, social media, mobile messaging and email. Edison Research found that 42% of customers who reach out via social media expect a response within an hour and 34% expect a response within 30 minutes. Customers want replies ASAP.

Social Media 40

Social Media Contact Center Omni-Channel Chatbots 40

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

Stella Connect

MARCH 5, 2018

Jet launched in 2015 with a mission to make online shopping more transparent and efficient. “Stella Connect is an amazing asset for our team and has totally changed the way we think about performance management across our contact center. ” —Marc Lore, Founder of Jet.com and CEO of Walmart.com.

Connections 40

Connections Social Media Contact Center Feedback 40

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. Share this page on: Tweet.

Customer Engagement 48

Customer Engagement Engagement Social Media Sports 48

Avaya

JUNE 21, 2016

Experience in contact center deployment. Ten years ago, we did not have web chat, smart phone apps or social media. 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). Yes, that too.

Multi-Channel 45

Multi-Channel Self Service Social Media Chatbots 45

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Published on: August 19, 2015. At the same time companies face a major challenge in scaling to successfully respond to the growing number of customer interactions , across a widening range of channels. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Wireless Contact Center 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. And this was without sharing my complaint on social media, where it would have potentially reached many thousands more. Share this page on: Tweet.

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. For example, when Wells Fargo bank located its in-house lawyer within its social command centre, it enabled all outgoing tweets and Facebook messages to be vetted legally much quicker than before.

Banking 48

Banking Customer Experience Financial Insurance 48

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. Every interaction is a debit or credit. Kerry Bodine. Maggie Young.

Industry 140

Industry Customer Experience Interaction Customers 140

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Clarabridge connects to all sources of customer feedback, including ratings and reviews , chat , both Clarabridge-generated and third-party surveys , blogs and forums , emails , call centers , social media , and voice recordings.

Groups 120

Groups Multi-Channel Omni-Channel CEM 120

ijgolding

MARCH 22, 2017

With the onset of digital channels, the distance between businesses and customers has shortened even more and businesses are able to interact with customers in every walk of their life. This has also changed the way customers interact and search for product information. Over the past few years interaction channels have grown rapidly.

Omni-Channel 204

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

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. He has held leadership positions at three Fortune 300 companies – McDonald’s, Discover and Humana – in customer experience, marketing, social media and customer service. Adam Toporek.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Storyminers

JULY 6, 2020

We documented why we chose each of these customer service leaders in detail along with where to follow them on social media below. He has held leadership positions at three Fortune 300 companies – McDonald’s, Discover and Humana – in customer experience, marketing, social media and customer service. Adam Toporek.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

TechSee

APRIL 10, 2019

Oftentimes, the best business cases are those that both increase customer satisfaction and cut costs by reducing contact center enquiries or technician dispatches. Customers can interact with the company via their preferred channel, and the data set and next best action will be consistent across all of those channels.

Customer Experience 154

Customer Experience Strategy Customer Centricity Omni-Channel 154

Comm100

NOVEMBER 13, 2022

However, not all customer interactions are created equal. 90% of customers surveyed say that they want a convenient experience when they interact with a brand online, and on the web that often means removing barriers to information. Read more: Comm100 Chatbot Resolves 91% of Assigned Live Chats for Tangerine.

Chatbots 130

Chatbots Software Self Service Wait Times 130

SurveySensum

JULY 14, 2020

He has been featured in The Economist, Social Media Today, Computerworld, BizTech Magazine, and many others and has contributed to books on Customer Service, Social Media, and IT Change Management. Also, he is running the planning course of Emotive CX for Customer Interaction. . LinkedIn : [link]. Website : [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. As the number of channels used by customers began to expand, the web , email and social media may have been added to this remit. 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

Eptica

NOVEMBER 18, 2015

Date: Wednesday, November 18, 2015 The state of UK email customer service. Published on: November 18, 2015. Author: Steve Nattress In an era where social media, self-service and chat are being increasingly used for customer service , it is easy for organisations to overlook email or to not provide the channel with sufficient resources.

Self Service 48

Self Service Customer Service Transportation Social Media 48

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

Kayako

JANUARY 5, 2017

Yet, relatively few contact centers have focused on providing a consistent customer experience. Customers can reach out to you in a variety of ways — email, web, mobile, social media, live chat and phone call. Whatever way the way customer decides to contact you for help is called a channel.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Comm100

JUNE 13, 2018

During the holiday season, many contact centers experience high call volumes. Other specific marketing actions to consider are email campaigns, social media publications, in-app push notifications, and paid advertisements. Manage Your Social Media. Recommended for you: Visitor Segmentation in Comm100.

Tips 130

Tips Self Service e-support Social Media 130

Eptica

JANUARY 27, 2016

Date: Wednesday, January 27, 2016 Social customer service – why it is a continuous journey. Author: Michael Cheung All brands should now understand the importance of social media to customer service. However, many companies are still failing to deliver even the most basic levels of customer service via social media.

Social Media 48

Social Media Customer Service Contact Center Retail 48

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. Below, we’ll share our predictions and explain what customer service and contact center leaders must factor into their plans. What will brands’ biggest concerns be in 2018?

Self Service 40

Self Service Trends Customer Service Contact Center 40