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

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Author: Pauline Ashenden One of the most talked about current trends in customer experience is the rise of chatbots , with many companies investigating using them to interact with customers on messaging apps.

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Chatbots Self Service Company Contact Center 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. Share this page on: Tweet.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Eptica

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. Use self-service to enable consumers to find answers to routine questions on your website and implement chat to provide fast, personal service online.

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Insurance Self Service Transportation Policies 48

Eptica

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. Empower agents Whatever the channel a consumer uses, their query is likely to be routed to an agent in the contact center. Technology can help. Share this page on: Tweet.

Technology 48

Technology Self Service Contact Center Knowledge Base 48

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. Within the contact center team the same applies – you are likely to have a high proportion of Millennials working in customer service, so structure your policies and processes accordingly.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 48

Tricia Morris

FEBRUARY 19, 2016

Economist Intelligence Unit Creating a Seamless Customer Experience Report ). In Forrester Research’s North American Consumer Technographics Customer Life Cycle Survey, consumers now say they are using web self-service more than assisted service. 2015 Global State of Multichannel Customer Service Report).

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Self Service Customer Service Contact Center Omni-Channel 40

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. Share this page on: Tweet.

Consumers 50

Consumers Self Service Multi-Channel Financial 50

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.

Self Service 48

Self Service Engagement Customer Service Social Media 48

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: March 18, 2016. Customers are pushing retailers to innovate and deliver new services , improved experiences at lower prices. Author: Pauline Ashenden Retail is one of the most competitive sectors in the economy.

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Retail Self Service Customer Service Entertainment 48

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. Author: Steve Nattress For increasing numbers of people mobile is their preferred means of connecting to, and communicating with, the outside world. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. When choosing new technology look at the impact it will have (backed up by metrics), frequency of use and applicability (the range of uses it will have). Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Published on: January 08, 2016. This means that retailers need to focus on ensuring that they provide all the information a customer needs online to quickly make a buying decision, whatever device they are using.

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Self Service Customer Experience Ecommerce 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. The Internet makes finding and switching to a competitor easier than ever.

Self Service 40

Self Service Contact Center Omni-Channel Video 40

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. Driven by the rise of the internet and improved communications, individuals are increasingly happy to look beyond their own country when it comes to buying goods and services. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

Verint

OCTOBER 24, 2017

After all, John’s issue was resolved and he didn’t need to call your contact center. If John later contacts the service organization, they will have no previous knowledge of this issue and the actions that were taken, so John will have to repeat this information before he can get help.

Self Service 30

Self Service Knowledge Base Contact Center eBook 30

Avaya

JUNE 14, 2016

My first exposure to self-service IVR application development was back in the early 1990s. In fact, a study by Marchex released earlier this year estimated that I and my fellow Americans will be on hold in 2016 for more than 900 million hours. That’s a lot of wasted time. So what do I end up doing?

Innovation 40

Innovation Self Service Knowledge Base Contact Center 40

Tricia Morris

MAY 31, 2016

Brands must approach everything they do, but especially service and engagement, with a customer experience mentality. Notes Dennis Snow, a 20-year Disney veteran and author of Lessons from the Mouse , “If you operate a contact center, the technology has to be great, but it still is about the experience.

CRM 40

CRM Customer Experience Self Service Conference 40

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

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.

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Customer Engagement Engagement CRM Self Service 40

Calabrio

JANUARY 6, 2016

CEO of Calabrio shares his predictions for the Contact Center, for 2016 and Beyond. When it comes to the power of IoT and data, it’s high time customer engagement gets involved, and it all begins with the contact center. Prediction #2: Virtualization will break down the “walls” of the contact center.

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Customer Engagement Omni-Channel Engagement Self Service 133

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.

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Omni-Channel Contact Center Call Center Self Service 48

Kustomer

JUNE 27, 2022

These features can include, but are not limited to: Improve response times Personalize customer engagement Track employee performance Scale smartly Streamline self-service Enhance the agent experience. Types of Customer Support Software. The Importance of Compassionate Customer Service and Truly Human CX.

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Software Tools Customer Service Self Service 98

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

Eptica

SEPTEMBER 12, 2016

Date: Wednesday, September 14, 2016 Getting ready for Christmas – 5 areas for retailers to focus on. Published on: September 14, 2016. Ensure you have the right capacity plans Most companies hire extra staff to work in their contact centers answering questions over the holidays and have already put their recruitment plans in place.

Retail 48

Retail Self Service Knowledge Base Contact Center 48

Eptica

SEPTEMBER 22, 2016

Date: Friday, September 23, 2016 Getting it right first time – the impact on customer service. Published on: September 23, 2016. Consequently, they value fast, consistent and helpful customer service that answers their query or sorts out their problem, first time - however they choose to make contact.

Self Service 48

Self Service Customer Service Knowledge Base Contact Center 48

Eptica

MAY 11, 2016

Date: Wednesday, May 11, 2016 Moving off the customer service treadmill. Published on: May 11, 2016. For example, use a single, self-learning knowledge base to deliver information and answers on the web and to agents answering the phone, email, and on social media. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Multi-Channel Social Media 48

Eptica

JUNE 29, 2016

Date: Wednesday, June 29, 2016 Is a lack of consistency letting your customer service down? Published on: June 29, 2016. Author: Neil Cox Consistency is an essential part of customer service and the overall experience. Share this page on: Tweet. Share this page on: Tweet.

Self Service 50

Self Service Customer Service Knowledge Base Contact Center 50

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

OpinionLab

AUGUST 29, 2017

So, according to our survey, around 4 in 5 want direct person contact, 3 in 4 expect a phone number on your website and more than 6 in 10 think they get better service in-person. After all, it’s hard to be delighted about a positive self-service outcome. The difference between the 2015 and 2016 figures are clear.

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Omni-Channel Consumers How To Touchpoint 166

Eptica

MAY 4, 2016

Date: Wednesday, May 4, 2016 Knowledge – the jewel in the customer service crown. Published on: May 04, 2016. Author: Pauline Ashenden At a time when consumers want a fast, seamless experience, knowledge is at the heart of delivering excellent customer service.

Customer Service 48

Customer Service Knowledge Base Self Service Social Media 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). Millennials have higher expectations for service than those 45+ perhaps largely due to their sense of immediacy and highly digital, multi-modal nature.

Customer Experience 40

Customer Experience Self Service Contact Center Omni-Channel 40

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

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

Tricia Morris

AUGUST 21, 2015

The top challenges organizations say they face in delivering a superior customer experience are: (1) consistency across channels, (2) ensuring that all inquiries are responded to and documented, and (3) utilizing customer data to identify trends. Hire a happiness hero, customer champion or happiness engineer. (2) Ray” Wang.

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CRM Customer Focused Self Service Conference 40