Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: March 18, 2016. Therefore, you’d expect customer service to be continually improving, but the 2016 Eptica Retail Multichannel Customer Experience Study found that this isn’t the case. However, performance varied.

Retail 48

Retail Self Service Customer Service Entertainment 48

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. At the same time efficiency is improved as customers that find answers online don’t need to call or email the contact center , reducing workloads and ensuring that response times are shorter.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? Published on: January 22, 2016. Leading in terms of customer satisfaction gains according to the ACSI was Facebook , which improved by 12 percent to achieve a score of 75. Share this page on: Tweet.

Customer Service 48

Customer Service Social Media Retail Contact Center 48

Stella Connect

APRIL 4, 2017

Our StellaService Ecommerce Index studies show progress across the board since 2014, but for many brands, there’s a lot more work to be done. By January 2016, chat had overtaken email, 90% to 87%. Of course, to make your customers happy and transform your contact center from a cost center to a profit center, you have to do chat well.

Study 40

Study Policies Ecommerce Comparison 40

Natalie Petouhof

FEBRUARY 21, 2016

February 8, 2016 application process begins. August 8, 2016 last day for submissions. September 7, 2016 finalists announced and invited to Connected Enterprise. September 12, 2016 voting opens to the public. September 21, 2016 polls close. And make sure you have data to show your results!

Omni-Channel 40

Omni-Channel Customer Experience Customer Service Innovation 40

Magellan Solutions

JULY 5, 2021

Below are the industries where Centro Global Solutions excels at: Retail and eCommerce. Until they begin taking partners in different regions in 2016. On top of that, their focus is also in building a strong relationship with your business to your target customers. Travel and Tourism. Automotive. Fast-moving consumer goods. Healthcare.

Call Center 40

Call Center Company Omni-Channel e-support 40

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

DECEMBER 21, 2016

Date: Wednesday, December 21, 2016 Reducing customer service stress at Christmas. Published on: December 21, 2016. It is stressful for consumers buying last minute presents or chasing up a missing delivery, but it is also stressful for the staff in stores and contact centers with the many customer enquiries that follow the season.

Customer Service 48

Customer Service Multi-Channel Self Service Social Media 48

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. Below, we’ll share our predictions and explain what customer service and contact center leaders must factor into their plans. What will brands’ biggest concerns be in 2018?

Self Service 40

Self Service Trends Customer Service 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.” Like with any new initiative, there are a series of considerations that organizations should take into account to ensure this endeavor goes according to plan.

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.” Like with any new initiative, there are a series of considerations that organizations should take into account to ensure this endeavor goes according to plan.

Metrics 100

Metrics Chatbots Average Handle Time Effort Score 100

Qualtrics

NOVEMBER 18, 2020

It was these insights that inspired the company to start developing an ecommerce strategy in 2019 - something that was quickly accelerated when Australia went into lockdown at the beginning of 2020. If you think people would not want to buy a car online, think again.

Groups 32

Groups Management Automotive Ecommerce 32