Calabrio

JUNE 23, 2016

This digital generation is also making strong judgments about the quality of service they’re receiving from brands on these channels. According to Dimension Data’s 2016 Global Contact Centre Benchmarking Report , phone is rapidly declining in popularity among young customers who are trying to communicate with a business.

Communication 100

Communication Omni-Channel Social Media Contact Center 100

Eptica

AUGUST 26, 2016

Date: Friday, August 26, 2016 What do consumers want from brands today? Published on: August 26, 2016. On the face of it, British consumers have simple expectations when they deal with brands. Author: Derek Lewis Companies understand that meeting customer needs is central to business success. What is good service?

Consumers 48

Consumers Brands Social Media Contact Center 48

Win the Customer

JUNE 23, 2016

One of the big challenges for brands using social media for customer service —and also making an effort to proactively reach out to customers with live chat and chatbots on their website—is striking a balance between customer service automation and real human connections. A 2016 study by Accenture found that 83% of U.S.

Connections 94

Connections Customer Service Social Media Chatbots 94

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

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. How can contact center services Philippines turn call reductions into an advantage? Managing a successful inbound contact starts with reducing call volumes.

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 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. So, what can brands do to ensure that they are delivering the mobile customer service that their customers expect? Use mobile capabilities Mobile devices offer brands a range of new ways to interact with consumers.

Self Service 48

Self Service Customer Service Social Media Ecommerce 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.

Self Service 48

Self Service Customer Service Contact Center Social Media 48

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. While they are at home online and on social media, they pick the channel that best meets their current needs. 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

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. The 2016 French Multichannel Study has recently been released, making this a good time to compare the latest data on the experience offered in France and the UK.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

Eptica

JUNE 8, 2016

Date: Wednesday, June 8, 2016 Unhappy holidays? Published on: June 08, 2016. The research assessed ten brands in the travel sector (a mix of airlines and travel agents/operators) on their ability to provide answers to 10 typical customer service questions. Turning to social media things were not much better.

Travel 48

Travel Airlines Customer Experience Social Media 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

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

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Published on: January 29, 2016. And, of course, the opportunity for guests to share their experiences more widely through social media and review sites has skyrocketed. Share this page on: Tweet.

Hotels 48

Hotels Customer Service Social Media Travel 48

Eptica

MARCH 16, 2016

Date: Wednesday, March 16, 2016 The importance of emotion to successful customer experiences. Published on: March 16, 2016. Author: Neil Cox At heart, humans are social beings. The problem for brands is that traditional customer experience metrics tend to ignore the emotional part of a transaction.

Customer Experience 48

Customer Experience Contact Center Social Media Metrics 48

Eptica

AUGUST 5, 2016

Date: Wednesday, August 10, 2016 Bringing light to digital customer service. Published on: August 10, 2016. For most digital conversations between consumers and brands it is actually the norm. Linguistics-based technology benefits brands in three key ways: 1. Sound far-fetched? They truly are operating in the dark.

Customer Service 48

Customer Service Social Media Knowledge Base Contact Center 48

Eptica

APRIL 13, 2016

Date: Wednesday, April 13, 2016 The move to meaningful conversations in customer experience. Published on: April 13, 2016. On the flipside, a poor conversation with a company can ruin the customer’s day and cause them to switch to an alternative supplier , while sharing their bad experience on social media.

Customer Experience 48

Customer Experience Contact Center Social Media Consumers 48

Eptica

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. We’ve seen the growth of email , the rise of social media and the emergence of web chat all provide new ways to interact with friends, families and organizations. Technology can help.

Technology 48

Technology Self Service Contact Center Knowledge Base 48

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Delivering a superior customer experience increases loyalty, boosts revenues and improves brand reputation. Fail to improve and you will slip down the rankings and lose customers fast.

Customer Experience 48

Customer Experience Social Media Multi-Channel Touchpoint 48

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. The figures have now been updated and released for 2016 , analyzing data that goes back to 2010. Stronger brand reputation Certain companies are well known for the customer experience. Share this page on: Tweet.

ROI 50

ROI Self Service Customer Experience Airlines 50

Stella Connect

JANUARY 31, 2018

Think of the last time you contacted a brand’s customer service department and the phone call, chat, or email exchange ended before your issue was resolved. Contact the same brand channel again, or multiple channels? Vent on social media? Throw up your hands and switch brands for good?

Metrics 40

Metrics First Call Resolution Customer Service Contact Center 40

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Published on: January 08, 2016. Online is critical to research and buying Not only were ecommerce revenues up, but consumers are increasingly using the web and social media to research their present buying.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

Eptica

NOVEMBER 27, 2015

This means that the smartphone is increasingly becoming the device of choice when making contact with companies , meaning that the mobile customer experience is vital for brands looking to differentiate themselves and engage with consumers. At the same time consumers want a personalized service.

Customer Experience 48

Customer Experience Social Media Contact Center Consumers 48

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

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Despite the growth of other digital channels, such as social media and chat, it continues to thrive – 69% of people still want to contact companies through email , according to Forrester.

Self Service 48

Self Service Engagement Customer Service Social Media 48

Avaya

MAY 18, 2016

2016 is shaping up to be the year of the Chatbot. From the traditional call center, with rows of agents handling multiple calls, we have moved on to the contact center, and multichannel communications, to the omnichannel experience. And, let’s face it, people still don’t like contacting customer service.

Chatbots 48

Chatbots Omni-Channel Contact Center Social Media 48

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? Published on: January 22, 2016. This is particularly impressive bearing in mind that in 2012 Facebook was at the bottom of the ACSI’s social media category and near the bottom of the overall ranking. Share this page on: Tweet.

Customer Service 48

Customer Service Social Media Retail Contact Center 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. Predictions are that Britons will spend just 1.3%

Retail 73

Retail Customer Experience Self Service Ecommerce 73

Clarabridge

FEBRUARY 19, 2019

It’s important to provide a stellar experience every time someone wants to engage with your brand. It is clear that improving your digital efficiency can be an opportunity to minimize costs for your contact center and improve the overall experience for your customers.

Multi-Channel 40

Multi-Channel Customer Service Contact Center Chatbots 40

Joe Rawlinson

JANUARY 27, 2016

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. With a saturation of marketing and advertising, companies rely more on consumer emotions to sell a product.

Consumers 60

Consumers Marketing Advertising Hotels 60

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. To assist with this Gartner’s Ed Thompson set out the five steps that brands need to take to transform customer experience in one of his presentations. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

Eptica

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. They want to be able to make contact online, through email and social media, and receive fast, helpful responses to their queries. Share this page on: Tweet.

Insurance 48

Insurance Self Service Transportation Policies 48

Eptica

JUNE 10, 2016

Date: Friday, June 10, 2016 Adding emotion to the customer experience. Published on: June 10, 2016. And it is often difficult to ascertain emotion based on email, social media or chat sessions. Companies now face a growing volume of digital interactions, across multiple channels, from more and more demanding consumers.

Customer Experience 48

Customer Experience Contact Center Social Media Consumers 48

Eptica

OCTOBER 16, 2015

The study polled nearly 14,000 European consumers, asking them to measure and rank 203 brands. The majority of brands in the study were local to France, Germany or the UK, but Amazon was the highest online-only retailer in each of the three countries. By contrast 1% of US organizations met this criteria. Share this page on: Tweet.

Customer Experience 48

Customer Experience Banking Contact Center Customer Centricity 48

Storyminers

MAY 4, 2016

[originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue ]. CMO of Brand Innovators , co-author of Return on Relationship. What makes your brand special? Better yet, what makes their experiences with your brand unique? Having a crystal-clear vision of your value helps your brand in two ways.

Industry 140

Industry Customer Experience Interaction Customers 140

Natalie Petouhof

FEBRUARY 28, 2016

announced substantial enhancements to its Verint Workforce Optimization ™ software designed to help contact center, back-office and branch operations better manage the performance of employees and operations. Verint ® Systems Inc. Why Is It Important to Balance Cost, Quality and Customer Service?

Innovation 40

Innovation Gamification Management Comparison 40

ijgolding

MARCH 22, 2017

All business have taken necessary measures, so that customers become loyal, provide repeat business, and advocate their products & brand – thereby increasing the customer base. Digital has helped organizations through consumers advocating the brands and products across online channels. It’s not all doom and gloom, however.

Omni-Channel 204

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