ShepHyken

JULY 19, 2022

Employing Brand Advocates to Improve Customer Experience. She shares how brands can leverage brand advocacy and the knowledge of actual product users (customers) to improve customer experience. They have the knowledge and passion for the brand that can be turned into a skill to help other customers. The Gig CX.

Contact Center 125

Contact Center Brands Customer Service Innovation 125

Eptica

AUGUST 26, 2016

Date: Friday, August 26, 2016 What do consumers want from brands today? Published on: August 26, 2016. But it can be more difficult to find out what consumers value most when it comes to the overall experience – and what drives them to switch to rivals. What is good service?

Consumers 48

Consumers Brands Social Media Contact Center 48

Eptica

MAY 18, 2016

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Published on: May 18, 2016. Author: Anne-Merete Jensen Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents.

Contact Center 51

Contact Center Meeting Net Promoter Score Average Handle Time 51

NICE inContact

AUGUST 25, 2016

The traditional contact center organization has the greatest opportunity to transform its silos into the enterprise epicenter for customer interaction. Frontline brand ambassadors will increasingly face complex challenges engaging customers with the right data at the right time to provide the right experience. Register today !

Customer Engagement 121

Customer Engagement Connections Engagement Contact Center 121

Eptica

JANUARY 12, 2017

Date: Thursday, January 12, 2017 What were the top customer service trends of 2016? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback. What do consumers want from brands today? Published on: January 12, 2017.

Trends 48

Trends Customer Service Contact Center Analysis 48

BlueOcean

FEBRUARY 14, 2018

We’ve come a long way since then with social having earned its rightful place in the channel choice of both customers and contact center service providers. In fact, 75% believe that the social channel gives consumers power , as they can speak straight to brands with confidence that they’ll be heard. Easier said than done.

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Myra Golden

JUNE 2, 2016

August 10, 2016 1:00pm ET – 2:00pm ET. Myra’s Aikido principles have earned rave reviews from such clients as Johnson & Johnson, McDonald’s, Coca-Cola, Ally Financial, Nationwide, the Insurance Consumer Affairs Exchange and more. August 10, 2016 1:00pm ET – 2:00pm ET. September 14, 2016 1:00pm ET – 2:00pm ET.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Myra Golden

JUNE 2, 2016

August 10, 2016 1:00pm ET – 2:00pm ET. Myra’s Aikido principles have earned rave reviews from such clients as Johnson & Johnson, McDonald’s, Coca-Cola, Ally Financial, Nationwide, the Insurance Consumer Affairs Exchange and more. August 10, 2016 1:00pm ET – 2:00pm ET. September 14, 2016 1:00pm ET – 2:00pm ET.

Contact Center 40

Contact Center Training Customer Service Training How To 40

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. First run in 2008 and based on a representative sample of consumers, it tracks how people feel about their financial prospects and the impact that this has on their buying habits and behavior.

Consumers 50

Consumers Self Service Multi-Channel Financial 50

Joe Rawlinson

JANUARY 27, 2016

With a saturation of marketing and advertising, companies rely more on consumer emotions to sell a product. But these four emotions and strategies are key ways to engage new customers in 2016. The company that creates iPhones, iPads and Mac computers is selling us its brand on a passive level, but at an emotional level.

Consumers 60

Consumers Marketing Advertising Hotels 60

Eptica

JANUARY 25, 2017

Date: Wednesday, January 25, 2017 The 5 trends brands need to address for improved customer service. Overall, consumer satisfaction has risen to 77.8, compared to January 2016, marking the fourth straight improvement in results. Overall, consumer satisfaction has risen to 77.8, Published on: January 25, 2017. to 73.6.

Net Promoter Score 48

Net Promoter Score Trends Brands Customer Service 48

ShepHyken

DECEMBER 12, 2016

These are just a few of the ways consumers describe interactions they consider to be “Moments o f Wow” with their favorite brands. We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. Creating Moments of Wow Predictions for 2017 and Beyond by TeleTech. TeleTech) Memorable.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

CSM Magazine

DECEMBER 14, 2015

As a part of these publications, Temkin is calling 2016 “The Year of Emotion.” ” Here are the 10 customer experience trends to watch in 2016: 1. The improvement in speech analytics will entice many companies to start pilots for extracting insights from their contact center conversations with customers.

Trends 40

Trends Customer Journeys Customer Experience Contact Center 40

Uniphore

NOVEMBER 2, 2021

When you add up all these conversations happening across organizations every day, the numbers are massive, especially the ones about your brand. Every hour, there are more than 100 million conversations about brands. Studies show that 82% of consumers will stop doing business with you. Where customer engagement happens.

Omni-Channel 100

Omni-Channel Video Contact Center Sales 100

Magellan Solutions

SEPTEMBER 27, 2021

While prosperity may begin by discussing the brand narrative as well as the benefits and characteristics of products or services, it is crucial to note that typical misconceptions about 24/7 answering services can interrupt the purchase cycle and derail sales. 24 7 Answering Services Misconceptions. However, this is not the case.

Call Center 97

Call Center Contact Center Poor Customer Service Wait Times 97

NobelBiz

JUNE 29, 2021

We now have to deal with a consumer that uses many channels. As a result, we must consider that there are as many pathways as there are consumers, each of whom will select the channel of their choosing at each stage. The contact center is an important part of the client journey because of this.

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Omni-Channel 52

Magellan Solutions

AUGUST 16, 2021

Following Google’s announcement that its ads would generate over 30 billion calls last 2016, many declared that “call commerce” is still very much alive. Some 70% of consumers have used the click-to-call button in online ads. How can contact center services Philippines turn call reductions into an advantage?

Self Service 52

Self Service Contact Center Multi-Channel Omni-Channel 52

Eptica

AUGUST 5, 2016

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. In the 2016 study it again grew exponentially, to 44% of brands surveyed.

Customer Service 48

Customer Service Knowledge Base Contact Center Consumers 48

ijgolding

JULY 3, 2017

Delighting consumers directly translates into repeat business. In a contact center, you can train your agents to anticipate the needs of customers and provide that additional useful information. Then, if you can anticipate the customer’s needs with your answer, you are able to create an experience that is unique and special.

Contact Center 140

Contact Center Loyalty Call Center Customer Satisfaction 140

Call Experts

NOVEMBER 20, 2019

People are running to get gifts from their favorite brands online and in-store. For reference, this count is almost 10 million higher than what we saw in 2016. With this steady growth and increase in demand, contact centers are a vital partner to support the holiday rush. . . How Call Centers Manage the Holiday Rush.

Call Center 49

Call Center Management Contact Center Customer Journeys 49

Eptica

APRIL 13, 2016

Date: Wednesday, April 13, 2016 The move to meaningful conversations in customer experience. Published on: April 13, 2016. It is now increasingly central to the lives of consumers, meaning that companies that satisfy their needs benefit from a competitive edge over their rivals.

Customer Experience 48

Customer Experience Contact Center Social Media Consumers 48

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. Author: Laurence Chami Organizations today receive a growing number of incoming emails and social media messages from consumers. It helps with designing overall channel strategy. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Contact Center Social Media 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. ” or “How do I change my address?”

Self Service 68

Self Service Customer Service Contact Center Social Media 68

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

AUGUST 5, 2016

Date: Friday, August 19, 2016 Why email is more important than ever for customer service. Published on: August 19, 2016. Consumers value its ease of use and full audit trail, while the rise of mobile makes it even faster and simpler to contact companies using email.

Customer Service 49

Customer Service Knowledge Base Contact Center Average Handle Time 49

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Published on: 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.

Self Service 48

Self Service Customer Service Entertainment Fashion 48

Eptica

JULY 27, 2016

Date: Wednesday, July 27, 2016 Is customer service investment actually delivering? Published on: July 27, 2016. This is backed up by damning new consumer research commissioned by fixed-fee UK estate agent YOPA. Making conversations count Despite what many consumers may believe, poor service is not normally deliberate.

Customer Service 48

Customer Service Poor Customer Service Contact Center Airlines 48

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. 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. Consumers want to interact on new channels.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Author: Steve Nattress Customers are increasingly demanding about the levels of service that they receive from brands. The persistence of non-integrated and siloed channels is also seen as a major problem.

Trends 49

Trends Customer Service Social Media Contact Center 49

Eptica

OCTOBER 28, 2016

Date: Friday, October 28, 2016 Turning service into sales with chat. Published on: October 28, 2016. However, it can be difficult to measure the exact impact of individual customer service interactions on these metrics, leading to the contact center being seen as a cost, rather than a department that boosts the bottom line.

Sales 48

Sales e-support Contact Center Abandon Rate 48

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Read the full post here.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

NOVEMBER 22, 2017

It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017. more than in 2016 – with sales increasingly concentrated through online or bigger retailers.

Retail 73

Retail Customer Experience Self Service Ecommerce 73

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. 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.

Self Service 48

Self Service Customer Service CRM Contact Center 48

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Think like a customer To ensure that customers remain loyal, companies need to deliver what consumers are looking for, time after time. To understand consumers and their needs it is vital to put yourself in their shoes.

Customer Experience 48

Customer Experience Social Media Multi-Channel Touchpoint 48

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 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.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

Eptica

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. In turn, this has revolutionized customer service , adding new channels and new expectations when individuals want to speak to brands.

Technology 48

Technology Self Service Contact Center Knowledge Base 48