NICE inContact

JULY 25, 2019

Recognition can come in the form of giving an agent a shout out on social media, a close parking spot, a thank you note, virtual coinsfor winning a challenge, or virtual badges for excelling at a task. According to Deloitte Research (2016), employees value culture and growth almost twice as much as they value compensation and benefits.

Call Center 141

Call Center Gamification Contact Center Social Media 141

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. Social media ROI, loyalty and the customer experience by Chris Teso. Surprising.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

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. Now that we have access to the Internet and social media, companies can’t hide bad publicity behind their own media wall.

Consumers 60

Consumers Marketing Advertising Hotels 60

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. In the UKCSI 31.6% of those between 35-44 and 32.1%

Consumers 48

Consumers Brands Social Media Contact Center 48

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

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

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. Share this page on: Tweet.

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. 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

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

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? It helps with designing overall channel strategy.

Self Service 48

Self Service Customer Service Contact Center Social Media 48

Eptica

JUNE 8, 2016

Date: Wednesday, June 8, 2016 Unhappy holidays? Published on: June 08, 2016. Missing connections on email and social media The performance on email was particularly poor with just 30% of companies that were included in the study responding with successful answers, and an average reply time of over 44 hours.

Travel 48

Travel Airlines Customer Experience Social Media 48

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. Value their time Consumers generally don’t want to waste time waiting for a response or spend hours searching for information. 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

ShepHyken

NOVEMBER 14, 2016

That stat probably applies to other social channels as well. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen. Userlike) Predictions of customer service trends are best based on trends in consumer behavior: What platforms and technology are they adopting?

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 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

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

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

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: March 18, 2016. Transformed by the internet, new entrants and ever more demanding consumers, retailers cannot afford to rest on their laurels. Author: Pauline Ashenden Retail is one of the most competitive sectors in the economy.

Retail 48

Retail Self Service Customer Service Entertainment 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

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 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Published on: January 08, 2016. However, not every retailer will have felt the benefit, as consumers focused on those that provided the right combination of customer service, price and stock availability. With over $4.45

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

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 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. By detecting tone It can be extremely difficult to work out the tone of an incoming email or social media message.

Customer Service 48

Customer Service Social Media Knowledge Base Contact Center 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 48

Technology Self Service Contact Center Knowledge Base 48

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Author: Steve Nattress Email has been a mainstay of customer service since its inception , providing a digital alternative to the telephone for consumers. Companies receive thousands of emails every day.

Self Service 48

Self Service Engagement Customer Service Social Media 48

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

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

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. The Global State of Customer Experience 2016 , a new research report from the CX Network, provides some interesting insight into what is happening across the world. over the course of the year.

Customer Experience 54

Customer Experience ROI Contact Center CRM 54

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.

Customer Service 48

Customer Service Social Media Retail Contact Center 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

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. In many markets insurers are already under pressure due to rising costs and more demanding consumers. Recent research from Fujitsu points to insurance being next in line for digital disruption.

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. 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

Joe Rawlinson

JUNE 1, 2016

Nearly two-thirds of these companies said it was somewhat or very difficult to please customers, while 77 percent agreed the Internet and consumer apps were raising the bar of customer expectations. Texting and social media have conditioned customers to expect instant communication. billion in 2016. Mobile Friendliness.

Omni-Channel 60

Omni-Channel Customer Expectations Meeting Multi-Channel 60

Eptica

NOVEMBER 27, 2015

The study, from Nottingham Trent University , also found that much of the time most users don’t even realize they are doing it, with consumers spending twice as much time on their phones as they think. That’s why Forrester predicts that getting it right on these ‘mobile moments’ will be critical for companies in 2016.

Customer Experience 48

Customer Experience Social Media Contact Center Consumers 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

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. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation.

ROI 50

ROI Self Service Customer Experience Airlines 50

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

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. One of the key points raised is that while senior managers now understand the importance of customer experience , many are unsure where to start when it comes to improving what they offer to consumers.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48