Comm100

JANUARY 14, 2016

In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone. As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. These days, consumers expect easy access to customer service in every way possible.

Omni-Channel 0

Omni-Channel Trends Self Service Customer Service 0

ijgolding

MARCH 22, 2017

If we take a step back and explore the rationale as to why the customer was given such an apex position, we can easily notice the wide range of substitute products available for each product we need or use. or Consumer companies like Unilever and P&G can be quoted as perfect examples. and Pepsi Co.

Omni-Channel 204

Omni-Channel Customer Experience Multi-Channel e-support 204

Kustomer

OCTOBER 28, 2022

With this in mind, brands now realize that customer service is directly tied to their revenue, and are modernizing applications. How Can You Provide Differentiated Customer Service? In the diagram above, we have the typical multichannel model of customer engagement, where the customer reaches out through the channels of their choice.

Customer Engagement 105

Customer Engagement Engagement Omni-Channel Customer Centricity 105

TechSee

JANUARY 2, 2018

Customer satisfaction and experience are important for every industry, and insurance is no exception. trillion in claims were paid by insurance companies in 2016 alone. To stay relevant and compete effectively, traditional insurance companies must ensure their customer base is satisfied.

Insurance 116

Insurance Telecommunications Contact Center Video 116

NobelBiz

JUNE 29, 2021

These touchpoints are prioritized for analysis since they are a useful source of data for assessing the client journey and it works as follows: The Key role of Contact Centers The increased focus on digital channels and new communication technology allows for new methods to engage with clients. What makes the Omnichannel so unique?

Customer Journeys 52

Customer Journeys Customer Experience Contact Center Omni-Channel 52

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

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

AUGUST 3, 2016

Date: Wednesday, August 3, 2016 Coping with the switch from phone to digital customer service. Published on: August 03, 2016. New research by contact center analysts, Contact Babel , in the US and the UK highlights how consumer usage of channels is changing and the pressure it is putting on organizations.

Self Service 48

Self Service Customer Service Contact Center Multi-Channel 48

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. For example, you can have an interaction with a low complexity, low emotional importance and low urgency, such as a request for a brochure early in the buying process. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Contact Center Social Media 48

Comm100

FEBRUARY 20, 2018

They help customers quickly and easily find the answers to simple queries. As a result, they reduce the number of incoming calls to contact centers, improving efficiency and reducing operational costs. According to a report by the Call Center School, 65 to 70% of a call center’s total operating costs are related to staffing.

Chatbots 125

Chatbots Self Service ROI Contact Center 125

Eptica

JANUARY 27, 2016

Date: Wednesday, January 27, 2016 Social customer service – why it is a continuous journey. Published on: January 27, 2016. Author: Michael Cheung All brands should now understand the importance of social media to customer service. Therefore customers expect the same level of speed when they send messages to companies.

Social Media 48

Social Media Customer Service Contact Center Retail 48

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. For example, they preferred placing an order by speaking to an agent, but wanted to track a deliver through SMS. Consumer behavior does vary dramatically depending on what they are looking to do. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

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

Eptica

JANUARY 25, 2017

Author: Pauline Ashenden The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service. compared to January 2016, marking the fourth straight improvement in results. Overall, consumer satisfaction has risen to 77.8, out of 100 (up 0.5

Net Promoter Score 48

Net Promoter Score Trends Brands Customer Service 48

OpinionLab

AUGUST 29, 2017

As an omnichannel retailer, for example, a returned item offers a great opportunity because it provides your customer with a reason to come to your store. For example, IVR and other contact center technologies, store/branch feedback and various other mechanisms help identify where your omnichannel approach is falling short.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

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. How will emerging and growing trends change the customer service equation? More Companies Will Make Customer Service a Strategic Priority. One strike and you’re out.

Self Service 40

Self Service Trends Customer Service Contact Center 40

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Published on: January 29, 2016. Author: James Gladwish Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. Share this page on: Tweet.

Hotels 48

Hotels Customer Service Social Media Travel 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. Share this page on: Tweet.

Customer Experience 48

Customer Experience Social Media Multi-Channel Touchpoint 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

Kayako

JANUARY 5, 2017

Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Your customers want to help themselves. PBwiUbyDOv ). -KG.

Omni-Channel 95

Omni-Channel Self Service Trends Multi-Channel 95

Eptica

OCTOBER 16, 2015

Continue to innovate Wherever you operate, customer expectations are always rising, meaning that the customer experience needs to continue to evolve. This sounds obvious, but many companies make it difficult for customers to complete transactions or force them to repeat themselves if they change channels.

Customer Experience 48

Customer Experience Banking Contact Center Customer Centricity 48

Eptica

NOVEMBER 28, 2016

Date: Monday, November 28, 2016 5 top trends driving customer service. Published on: November 28, 2016. Author: Guest author: Chris Measures When it comes to service, customers today demand the highest standards from every organization that they deal with, in every industry and across every channel.

Trends 48

Trends Customer Service Social Media B2C 48

Comm100

JUNE 13, 2018

Digital payment methods also help retailers address a more global, increasingly mobile customer base during the shopping season. Amazon has been pushing the boundaries of what is possible for e-commerce and changing customer expectations in the process. Give your customers peace of mind by enacting liberal return policies.

Tips 130

Tips Self Service e-support Social Media 130

Stella Connect

JANUARY 30, 2017

Last month, at the National Retail Federation’s Big Show 2017 , we partnered with lululemon’s Guest Education Centre director Dave Pitsch to present “Lessons Learned from 2016 Holiday Shopping.”. It Ensures Customer Expectations Are Met. In your customers’ eyes, your people are your brand. It Strengthens the Brand.

Data 40

Data Retail Culture Contact Center 40

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” For example, aside from delivering excellent service, a car dealership’s chatbot may have another goal: to help users book test drives.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

Comm100

AUGUST 21, 2018

As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” For example, aside from delivering excellent service, a car dealership’s chatbot may have another goal: to help users book test drives.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

Avaya

MAY 10, 2016

In 2016 we would not consider ourselves early adopters. But the focus must still be about how the transition will affect the customer’s experience with the company from beginning to end. Take traditional retailers for example. I’m talking about your contact center agents. This is the humanization of going digital.

Contact Center 40

Contact Center Retail Omni-Channel Customers 40

LiveChat

OCTOBER 31, 2019

Call center automation. Call centers are an important customer touch point. A streamlined contact center experience is critical to improving customer satisfaction scores. To understand customer expectations, companies must leverage the data they have to continuously improve the customer experience.

Loyalty 57

Loyalty Strategy Omni-Channel Call Center 57