Calabrio

FEBRUARY 24, 2016

Last month, Adobe Marketing VP, John Travis, shared insights from Adobe’s 2016 Digital Trends report, including which opportunities businesses are most excited about this year. Customer Experience. “In Why are your customers contacting you? Do they have to make contact multiple times, and if so, why?

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

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

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. Is a lack of consistency letting your customer service down?

Trends 48

Trends Customer Service Contact Center Analysis 48

Natalie Petouhof

MARCH 3, 2016

Tweet Enterprise Connect 2016 is a leading conference and exhibition for enterprise communications and collaboration in North America. It is being held March 7-9th, 2016 in Orlando, Florida. Genesys, a market leader in omni-channel customer experience (CX) and contact center solutions, will be particpating in the event.

Omni-Channel 40

Omni-Channel Connections Contact Center Customer Experience 40

CSM Magazine

SEPTEMBER 12, 2023

Zenarate leads the learning transformation to develop top-performing contact center agents. Zenarate , the leading AI Simulation Training solution for customer-facing agents, today announced strong customer growth despite the headwinds experienced by many tech companies.

Training 59

Training Telecommunications Marketing Contact Center 59

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. Author: Pauline Ashenden In the fast-moving world of customer experience there is no shortage of new trends and technologies for companies to evaluate and adopt.

Customer Experience 54

Customer Experience ROI Contact Center CRM 54

Think Customers

JULY 26, 2016

As customers continue to increase their use of digital channels and self-service tools for customer service, it's only natural that the volume of calls hitting contact centers has been shrinking.

Contact Center 40

Contact Center Self Service Report Customer Service 40

Calabrio

MAY 25, 2016

Chatbots are equipped to answer basic questions from customers, accept orders, and provide general customer assistance. The theory is that companies can better serve their customers using bots because they will be readily available when needed. In fact, 51.7% In fact, 51.7%

Chatbots 124

Chatbots Omni-Channel Contact Center Conference 124

ShepHyken

SEPTEMBER 26, 2016

Each week I read a number of customer service articles from various online resources. Contact Center Satisfaction Negatively Impacting the Customer Experience by Andrew Berger. My Comment: The contact center can be the focus of how a customer rates a company’s customer service.

Customer Journeys 48

Customer Journeys Customer Service Contact Center Culture 48

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation. Greater efficiency Minimizing unnecessary customer contact to queries has two impacts.

ROI 50

ROI Self Service Customer Experience Airlines 50

Uniphore

NOVEMBER 2, 2021

Today, the most successful businesses are the ones that have the best and most effective conversations with their customers, partners and employees. 3 And it only takes one bad conversation with a customer going viral to reach thousands of existing and potential new customers. Where customer engagement happens.

Omni-Channel 100

Omni-Channel Video Contact Center Sales 100

Verint

AUGUST 17, 2017

At the end of 2016, I conducted 20 interviews with customer service professionals who were members of the National Association of Call Centers (NACC). The question was, “What’s keeping you up at night when you think about your contact center in 2017 and beyond.”. Don’t Panic!”

Contact Center 30

Contact Center Employee Engagement Engagement Gamification 30

Eptica

APRIL 13, 2016

Date: Wednesday, April 13, 2016 The move to meaningful conversations in customer experience. Published on: April 13, 2016. Author: Olivier Njamfa Over the past fifteen years, the importance of customer experience has grown dramatically. The customer experience market is changing rapidly.

Customer Experience 48

Customer Experience Contact Center Social Media Consumers 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.

Customer Experience 48

Customer Experience Contact Center Social Media Consumers 48

Kerry Bodine

JANUARY 4, 2017

I’m often asked about customer experience conferences: What’s out there? I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals.

CEM 120

CEM Conference Chief Customer Officer Customer Experience Professionals 120

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.

Self Service 48

Self Service Customer Experience Social Media Insurance 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

Eptica

MARCH 16, 2016

Date: Wednesday, March 16, 2016 The importance of emotion to successful customer experiences. Published on: March 16, 2016. Think of the most basic transactions – the ones you remember most are those where you either had an extremely positive or negative emotional experience.

Customer Experience 48

Customer Experience Contact Center Social Media Metrics 48

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Author: Olivier Njamfa Customer experience (CX) is moving rapidly towards the top of the CEO agenda as businesses realize its importance to the bottom line.

Customer Experience 48

Customer Experience Social Media Multi-Channel Touchpoint 48

Eptica

JUNE 8, 2016

Date: Wednesday, June 8, 2016 Unhappy holidays? The state of UK travel customer experience. Published on: June 08, 2016. At the same time with so many options to choose from online, customers are more discerning about where they take their business, insisting on excellent customer service at all times.

Travel 48

Travel Airlines Customer Experience Social Media 48

Vonage

MAY 11, 2016

The Salesforce World Tour London is on May 19 th and we are delighted to have been selected as one of the Salesforce 2016 Customer Success stories. I am excited to be sharing our story and talking about how Vax has transformed its customer service as a key part of the customer journey.

Multi-Channel 60

Multi-Channel Customer Experience Competitive Advantage Effort Score 60

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.

Self Service 48

Self Service Customer Experience Ecommerce 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

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from. Published on: October 16, 2015.

Customer Experience 48

Customer Experience Banking Contact Center Customer Centricity 48

Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. While many of these purchases are simply one click and a check off of gift lists, the customer probably made several decisions well before the submit-order button was activated.

Customer Experience 40

Customer Experience Contact Center Self Service CRM 40

Tricia Morris

MAY 31, 2016

Customer expectations are changing, and to be successful, brands’ delivery on customer experience must too. Predictive, proactive, personalized experiences are key, and companies should leverage the tools they have to work toward “mass personalization at scale,” says Wang. trillion dollars due to customer churn.

CRM 40

CRM Customer Experience Self Service Conference 40

Eptica

NOVEMBER 27, 2015

Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. 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.

Customer Experience 48

Customer Experience Social Media Contact Center Consumers 48

Avaya

JULY 14, 2016

2016 is shaping up to be the year of the Chatbot. From Jarvis, Mark Zuckerberg’s Iron Man-inspired assistant, to Microsoft’s rather unfortunate Tay experience, chatbots have been making the news this year—not least in how they are playing an ever bigger role in customer service. Meeting that expectation is no longer optional.

Chatbots 40

Chatbots Customer Experience Contact Center How To 40

Verint

FEBRUARY 10, 2016

Everyone is looking for a competitive advantage in 2016. While a good bit of the discussion focuses on the customer experience—and it should—providing tools for success to the people who speak daily with your customers should be front and center as well.

Employee Engagement 20

Employee Engagement Engagement Gamification Customer Engagement 20

Avaya

APRIL 3, 2017

He extends his vision that messaging is at the center of the digital transformation era. I wanted to explore some of the observations from the conference—especially those about contact center operators leveraging customer journey maps for serving customers effectively via chat, SMS and other messaging communiques.

Customer Journeys 58

Customer Journeys Contact Center Conference Chatbots 58

Calabrio

JUNE 23, 2016

So, any organization whose bottom line is directly impacted by customer experience must go digital, too. 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 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. In the 2016 study it again grew exponentially, to 44% of brands surveyed.

Customer Service 48

Customer Service Knowledge Base Contact Center Consumers 48

Eptica

JULY 27, 2016

Date: Wednesday, July 27, 2016 Is customer service investment actually delivering? Published on: July 27, 2016. Author: Pauline Ashenden Despite the rising importance of customer service on both sides of the Atlantic, the UK is widely seen as lagging the United States when it comes to the experience that companies deliver.

Customer Service 48

Customer Service Poor Customer Service Contact Center Airlines 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

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Published on: January 20, 2016. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year?

Self Service 48

Self Service Customer Service CRM Contact Center 48

Tricia Morris

JANUARY 29, 2016

Of course I am referring to their expertise and engagement with the game Minecraft – a game that, once you overcome the lack of impressive graphics and a tad bit of motion sickness, will teach you all you need to know about the most disruptive and transformative shift of control in managing, maintaining, and maturing customer relationships, ever.

Customer Engagement 40

Customer Engagement Engagement CRM Self Service 40