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

NICE inContact

OCTOBER 3, 2016

In July of 2016, inContact conducted a survey of more than 500 Customer Service Representatives (CSRs) to gather insights about their workplace environment, motivators and challenges. What can we, the consumer, do to improve our own customer service experience? Please download the full report for complete details.

Comparison 206

Comparison Customer Service Representative Contact Center Call Center 206

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. Notable examples are Uber (against taxis), Airbnb (against expensive hotels) and Vanguard (against expensive financial institutions).

Consumers 60

Consumers Marketing Advertising Hotels 60

ShepHyken

SEPTEMBER 26, 2016

Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. Telecompetitor) Contact center satisfaction has worsened over the last two years despite investments in new customer engagement channels, according to new market research released by BoldChat. Take Starbucks as an example.

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 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. Conversational) Read through the following 20 examples of positive phrases for customer service success. We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

Kustomer

OCTOBER 28, 2022

According to a 2016 study by Forrester, superior modern customer service drives superior revenue growth in industries where customers can easily switch to competitors that deliver a differentiated customer experience. All that was needed when it came to shopping for consumer electronics were specifications and dimensions of the products.

Customer Engagement 105

Customer Engagement Engagement Omni-Channel Customer Centricity 105

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

Uniphore

NOVEMBER 2, 2021

Studies show that 82% of consumers will stop doing business with you. As an example, in 2020, Zoom surpassed 350 million daily participants and had more than 450,000 business customers. Our customers and our CEO, Umesh Sachdev, have helped us realize that conversational AI and automation are not limited to just the contact center.

Omni-Channel 100

Omni-Channel Video Contact Center Sales 100

TechSee

JANUARY 2, 2018

trillion in claims were paid by insurance companies in 2016 alone. One of those companies, Lemonade , is offering innovative business models focusing on a fast and efficient approval process and transforming what consumers (especially millennials) have come to expect from insurance companies.

Insurance 116

Insurance Telecommunications Contact Center Video 116

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

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

OpinionLab

AUGUST 17, 2017

Enter today’s empowered consumer who will be quick to react to what’s wrong with your website redesign. Tapping into the direct, indirect and inferred voice of your digital consumer can be a huge advantage in any site refresh. Direct feedback from your digital consumers can be gleaned through a variety of channels.

Contact Center 74

Contact Center How To Feedback Consumers 74

Eptica

SEPTEMBER 30, 2016

Date: Friday, September 30, 2016 4 ways of raising the profile of customer service in your organization. Published on: September 30, 2016. million Americans working in contact centers and over 70% of the UK working population occupying roles that involve dealing directly with customers.

Customer Service 48

Customer Service Contact Center Knowledge Base Social Media 48

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. This shows in their performance within the Index.

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. For example in the 2014, 13% of companies claimed to offer it, and in 2015 this doubled to 26%.

Customer Service 48

Customer Service Knowledge Base Contact Center Consumers 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

Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Given this pressure, along with the need to operate as efficiently as possible, how are contact centers evolving to meet changing needs?

Trends 49

Trends Customer Service Social Media Contact Center 49

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. How can they cope? A good way is to adopt lessons from the medical profession.

Self Service 48

Self Service Customer Service Contact Center Social Media 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

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

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

Magellan Solutions

JULY 14, 2021

Our agents set the perfect example of business process outsourcing in the Philippines. These are what local call center companies in the Philippines look for in candidates. One example is in local call center companies in the Philippines. There is a slowdown in US consumer activity. door-to-door shuttles.

Call Center 52

Call Center Comparison Roadmap Healthcare 52

Eptica

JANUARY 25, 2017

Overall, consumer satisfaction has risen to 77.8, compared to January 2016, marking the fourth straight improvement in results. Satisfaction is at its highest since July 2013 , according to the 10,000 consumers who were asked for their views on companies in 13 different sectors. the first rise for two years. out of 100 (up 0.5

Net Promoter Score 48

Net Promoter Score Trends Brands Customer Service 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. With market realities closing in, more and more brand leaders are having serious discussions about how to define, prioritize, and deliver service excellence in the face of unrelenting consumer demands.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Eptica

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. Deflecting incoming queries There are times when consumers don’t want to interact deeply with an organization – they just want an answer to a simple question, and they want it now. Technology can help.

Technology 48

Technology Self Service Contact Center Knowledge Base 48

Eptica

JUNE 10, 2016

Date: Friday, June 10, 2016 Adding emotion to the customer experience. Published on: June 10, 2016. Author: Pauline Ashenden Delivering the right customer experience isn’t just about systems and processes – it is also about how the consumer feels during, and at the end of, the journey. Share this page on: Tweet.

Customer Experience 48

Customer Experience Contact Center Social Media Consumers 48

Eptica

DECEMBER 16, 2016

Date: Friday, December 16, 2016 Why emotion is central to driving customer loyalty. Published on: December 16, 2016. At a basic level companies need to deliver the information that consumers want, as quickly, accurately and consistently as possible. For example, people want answer fast answers – in the U.S.

Loyalty 48

Loyalty Insurance Effort Score Contact Center 48

Eptica

AUGUST 5, 2016

Date: Friday, August 12, 2016 Delivering the benefits of knowledge management in customer service. Published on: August 12, 2016. Customer service is handled by 1,400 agents in three contact centers. Benefits include: Sherlock is receiving 40,000 hits per month Agent training time has decreased by 30% 97.7%

Customer Service 48

Customer Service Management Knowledge Base Contact Center 48

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. Millennial attitudes also impact other groups, for example encouraging Generation Xers and Baby Boomers to also complain more if they don’t get what they require. Share this page on: Tweet.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

Eptica

DECEMBER 23, 2015

For retailers, the gap between fulfilling last minute orders and the start of the sales is now measured in hours, while consumer electronics manufacturers have to be ready to deal with any queries from customers trying to get their new gadgets up and running. Get your timings right Linked to planning, make sure you get your timings right.

Customer Service 48

Customer Service Contact Center Knowledge Base Retail 48

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information.

Self Service 48

Self Service System Knowledge Base Multi-Channel 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

FEBRUARY 17, 2016

Date: Wednesday, February 17, 2016 5 ways to successfully deal with angry customers. Published on: February 17, 2016. Author: Pauline Ashenden Given the complexity of business today and the rising expectations of consumers, most organizations will be on the receiving end of customer complaints. Share this page on: Tweet.

Contact Center 48

Contact Center Knowledge Base Customers Consumers 48

Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Published on: April 06, 2016. Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Share this page on: Tweet.

Chief Customer Officer 48

Chief Customer Officer Contact Center Analysis Customers 48

Eptica

JUNE 8, 2016

Date: Wednesday, June 8, 2016 Unhappy holidays? Published on: June 08, 2016. This is particularly disappointing for consumers, because they expect to receive the same answer to their query, whatever channel they choose to make contact through. The state of UK travel customer experience. Share this page on: Tweet.

Travel 48

Travel Airlines Customer Experience 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. 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