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

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. Author: Laurence Chami 20 years ago customer service existed in a world dominated by voice , hence the widespread reliance on call centers to manage customer service interactions.

Omni-Channel 48

Omni-Channel Contact Center Call Center Self Service 48

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. Published on: January 12, 2017. What do the findings mean for companies?

Trends 48

Trends Customer Service Contact Center Analysis 48

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

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 Learn more about how you can start better leveraging your contact center to improve the customer experience.

Customer Experience 100

Customer Experience Contact Center Omni-Channel Analytics 100

Tricia Morris

JANUARY 11, 2016

We’ve all heard the saying “customer service is the new marketing,” but with 89% of companies expected to compete mostly on the basis of customer experience in 2016 (compared to just 36% in 2010)*, it’s not just marketing where customer service makes an impact. Employee Empowerment: Where to Start.

Trends 40

Trends Customer Service Chief Customer Officer CRM 40

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. over the course of the year.

Customer Experience 54

Customer Experience ROI Contact Center CRM 54

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

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. Here are six interesting trends and findings that we uncovered from the report: 1.

Trends 49

Trends Customer Service Social Media Contact Center 49

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

Tricia Morris

FEBRUARY 19, 2016

Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 60% of consumers have higher expectations for customer service now than they did just one year ago.

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

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. Happier customers are more loyal, will spend more and recommend your company to their friends.

ROI 50

ROI Self Service Customer Experience Airlines 50

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

AUGUST 5, 2016

Date: Friday, August 19, 2016 Why email is more important than ever for customer service. Published on: August 19, 2016. Author: Neil Cox While it is widely considered a mature channel, email is becoming more, not less important when it comes to customer service. Share this page on: Tweet.

Customer Service 49

Customer Service Knowledge Base Contact Center Average Handle Time 49

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

MAY 27, 2016

Date: Friday, May 27, 2016 Narrowing the gap between US and UK customer experience. Published on: May 27, 2016. This is because US organisations are generally far more mature when it comes to customer experience than their British counterparts. So, what lessons can UK businesses learn from across the Atlantic?

Customer Experience 49

Customer Experience Chief Customer Officer Contact Center Effort Score 49

Kustomer

JUNE 27, 2022

What Is Customer Service Software? Customer service software encompasses a range of tools that gather, organize, manage, analyze, respond to, resolve, and report on, as well as unify all aspects of a brand’s customer support. Types of Customer Support Software. Top 12 Customer Service Software Tools for 2022.

Software 98

Software Tools Customer Service Self Service 98

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

Eptica

JULY 13, 2016

Date: Wednesday, July 13, 2016 Overcoming the challenges of digital customer service. Published on: July 13, 2016. Author: Angus Prentice The rise of digital channels is radically changing how businesses operate and interact with customers, increasing competition and driving transformation of their operations.

Customer Service 48

Customer Service Insurance Knowledge Base Self Service 48

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. Author: Neil Cox In 2015 the US Census Bureau reported that Millennials outnumbered Baby Boomers for the first time , meaning they now make up a quarter of the population. Share this page on: Tweet.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

Avaya

APRIL 6, 2016

Customer engagement is a competitive battleground. After all, customer expectations are always high, and technology always evolving. To stay ahead of the competition, we have to be vigilant about meeting or exceeding the needs of our customers. We’ll help at every stage from design, through migration and reporting.

Self Service 40

Self Service Contact Center Omni-Channel Video 40

Verint

DECEMBER 5, 2017

As Ken Landoline, principal analyst at OVUM, stated in his blog, Back-Office Integration Coming to the Forefront in Customer Engagement , a number of trends are making it easier to link these two functions, including: In-sourcing previously outsourced contact center functions. The increase in channel digitization.

Contact Center 28

Contact Center Call Center Culture Trends 28

Eptica

FEBRUARY 12, 2016

Date: Friday, February 12, 2016 Has UK customer service turned a corner? Published on: February 12, 2016. This means that delivering the right levels of customer satisfaction is a journey not a destination. This means that delivering the right levels of customer satisfaction is a journey not a destination.

Customer Service 48

Customer Service Knowledge Base Contact Center Banking 48

Eptica

APRIL 29, 2016

Date: Friday, April 29, 2016 Insurers struggling to connect with customer service. Published on: April 29, 2016. Greater competition and the rise of price comparison sites are impacting revenues and margins, while customer loyalty is a thing of the past. Share this page on: Tweet.

Insurance 48

Insurance Connections Customer Service Self Service 48

Eptica

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? Published on: March 04, 2016. Author: Pauline Ashenden Over the past five years Eptica has regularly evaluated the multichannel customer experience offered by 100 of the UK’s biggest brands , across ten sectors. Share this page on: Tweet.

Self Service 48

Self Service Brands Social Media Contact Center 48

Eptica

JULY 15, 2016

Date: Friday, July 15, 2016 How to embrace change and become a customer-adaptive enterprise. Published on: July 15, 2016. Focusing on the customer is going to be central to any successful transformation for existing brands. Author: Laurence Chami Change is the watchword for business today. Share this page on: Tweet.

Omni-Channel 48

Omni-Channel Multi-Channel How To Contact Center 48

Tricia Morris

JANUARY 29, 2016

This evolution, from corporate to customer control of relationships, is known as customer engagement – and without it, your business will become vulnerable to competitors, disruptors, and yes, even those pesky Creepers. Look no further than an organization’s customer service strategy to understand what I am talking about.

Customer Engagement 40

Customer Engagement Engagement CRM Self Service 40

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

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. The report will be published at the end of September, so watch this space to find out more. Insurance, Mobile, Multichannel Customer Service, Self-service. Share this page on: Tweet.

Insurance 48

Insurance Self Service Transportation Policies 48

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. Author: Chris Eideh Knowing your customers is at the heart of designing and delivering the right experience to engage with them successfully. Share this page on: Tweet.

Consumers 50

Consumers Self Service Multi-Channel Financial 50

Eptica

FEBRUARY 23, 2016

Date: Tuesday, February 23, 2016 Why it is time to focus on the customer service journey, not just the touchpoints. Published on: February 23, 2016. The 2016 Eptica UK Multichannel Customer Experience Study will be appearing soon, and we look forward to sharing the results with you. Share this page on: Tweet.

Touchpoint 48

Touchpoint Customer Service Social Media Contact Center 48

Avaya

OCTOBER 27, 2016

Earlier this month, the CFI Group, which issues the annual American Customer Satisfaction Index, issued the Contact Center Satisfaction Index (CCSI). Bottom line: The CCSI news isn’t good regarding contact centers’ ability to deliver an excellent experience. From our point of view … the timing couldn’t be better.

Customer Experience 40

Customer Experience Self Service Contact Center Omni-Channel 40

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

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bruce authored many of Forrester’s most popular research reports. Aimee Lucas.

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Pointillist

NOVEMBER 11, 2019

It is the only performance metric that “has an effect on almost every other meaningful statistic and measurement in the call center.” ” Today’s call centers must balance many priorities while maintaining an intense focus on customers. As McKinsey & Company explains : The contact center.

First Call Resolution 74

First Call Resolution Call Center Metrics Self Service 74

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.

Chatbots 40

Chatbots Customer Experience Contact Center How To 40

Storyminers

JULY 6, 2020

His best-selling book in 2016 is called: How to Wow: 68 Effortless Ways to Make Every Customer Experience Amazing. The upheaval that digital engagement and collaboration is having on business leadership and organizational communication. Bruce authored many of Forrester’s most popular research reports. Aimee Lucas.

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130