Magellan Solutions

AUGUST 16, 2021

Following Google’s announcement that its ads would generate over 30 billion calls last 2016, many declared that “call commerce” is still very much alive. How can contact center services Philippines turn call reductions into an advantage? Managing a successful inbound contact starts with reducing call volumes.

Self Service 52

Self Service Contact Center Multi-Channel Omni-Channel 52

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. Otherwise they will simply use their mobile to complain on social media – before heading to your competitors.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Kustomer

OCTOBER 28, 2022

According to a 2016 study by Forrester, superior modern customer service drives superior revenue growth in industries where customers can easily switch to competitors that deliver a differentiated customer experience. So how does a true omnichannel approach help turn your CX organization from a cost center into a profit center?

Customer Engagement 105

Customer Engagement Engagement Omni-Channel Customer Centricity 105

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. Millennial attitudes also impact other groups, for example encouraging Generation Xers and Baby Boomers to also complain more if they don’t get what they require.

Customer Expectations 48

Customer Expectations Meeting Self Service Social Media 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. This shows in their performance within the Index.

Self Service 50

Self Service Wireless Social Media Contact Center 50

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. Author: Laurence Chami Organizations today receive a growing number of incoming emails and social media messages from consumers. It helps with designing overall channel strategy.

Self Service 48

Self Service Customer Service Contact Center Social Media 48

Eptica

SEPTEMBER 30, 2016

Date: Friday, September 30, 2016 4 ways of raising the profile of customer service in your organization. Published on: September 30, 2016. million Americans working in contact centers and over 70% of the UK working population occupying roles that involve dealing directly with customers.

Customer Service 48

Customer Service Contact Center Knowledge Base Social Media 48

Eptica

JUNE 8, 2016

Date: Wednesday, June 8, 2016 Unhappy holidays? Published on: June 08, 2016. Missing connections on email and social media The performance on email was particularly poor with just 30% of companies that were included in the study responding with successful answers, and an average reply time of over 44 hours.

Travel 48

Travel Airlines Customer Experience Social Media 48

Eptica

OCTOBER 4, 2017

Recent research by analyst ContactBabel points to a drop in the number of inbound queries between 2015 and 2016. Combined with the growth of AI this has led to much talk about whether we are going to see the end of the traditional contact center, with agents replaced by machines. Share this page on: Tweet.

Self Service 68

Self Service Customer Service Contact Center Social Media 68

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Published on: January 29, 2016. And, of course, the opportunity for guests to share their experiences more widely through social media and review sites has skyrocketed. The same rules apply to customer service in other industries.

Hotels 48

Hotels Customer Service Social Media Travel 48

Eptica

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. We’ve seen the growth of email , the rise of social media and the emergence of web chat all provide new ways to interact with friends, families and organizations. Technology can help.

Technology 48

Technology Self Service Contact Center Knowledge Base 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

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

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. The 2016 French Multichannel Study has recently been released, making this a good time to compare the latest data on the experience offered in France and the UK. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

Eptica

AUGUST 5, 2016

Date: Wednesday, August 10, 2016 Bringing light to digital customer service. Published on: August 10, 2016. Whether interacting on email, social media or chat your agents have none of the physical clues that face to face or telephone conversations provide. Sound far-fetched? They truly are operating in the dark.

Customer Service 48

Customer Service Social Media Knowledge Base Contact Center 48

OpinionLab

AUGUST 17, 2017

For example, an obvious channel to pick up direct feedback about your website redesign without directly asking your customers is social media. Joshua Carpenter (@jscarpe) December 14, 2016. Contact center, indirect feedback and how they can power your website redesign. Ummm… Yes?

Contact Center 74

Contact Center How To Feedback Consumers 74

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Continually test your systems to see if the service is acceptable – for example, over half of consumers say they’ll abandon a transaction if they can’t quickly find what they are looking for.

Customer Experience 48

Customer Experience Social Media Multi-Channel Touchpoint 48

Eptica

MARCH 16, 2016

Date: Wednesday, March 16, 2016 The importance of emotion to successful customer experiences. Published on: March 16, 2016. Author: Neil Cox At heart, humans are social beings. This has a major impact on every interaction we have with the people around us. What are the key pain points that need solving?

Customer Experience 48

Customer Experience Contact Center Social Media Metrics 48

Eptica

OCTOBER 28, 2016

Date: Friday, October 28, 2016 Turning service into sales with chat. Published on: October 28, 2016. However, it can be difficult to measure the exact impact of individual customer service interactions on these metrics, leading to the contact center being seen as a cost, rather than a department that boosts the bottom line.

Sales 48

Sales e-support Contact Center Abandon Rate 48

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Published on: June 24, 2016. The figures have now been updated and released for 2016 , analyzing data that goes back to 2010. The likes of Zappos and Amazon , for example, regularly top CX league tables. more than others, and video subscribers by 13.9%

ROI 50

ROI Self Service Customer Experience Airlines 50

Clarabridge

FEBRUARY 19, 2019

It is clear that improving your digital efficiency can be an opportunity to minimize costs for your contact center and improve the overall experience for your customers. Look at emails, social media posts, review sites, surveys, and chats and integrate those sources with CRM data to reveal the full picture.

Multi-Channel 40

Multi-Channel Customer Service Contact Center Chatbots 40

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. By focusing on particular areas, and using examples of where other organizations have benefited you can build a business case that resonates and justifies your investment. Do you want to increase efficiency?

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

Eptica

JUNE 10, 2016

Date: Friday, June 10, 2016 Adding emotion to the customer experience. Published on: June 10, 2016. And it is often difficult to ascertain emotion based on email, social media or chat sessions. For example, consumers may complete a particular purchase but are annoyed or confused by the check out process.

Customer Experience 48

Customer Experience Contact Center Social Media Consumers 48

Joe Rawlinson

JANUARY 27, 2016

But these four emotions and strategies are key ways to engage new customers in 2016. Cloud contact center solutions , a centralized service to handle customer service, is one of the many ways companies are offering personalized service to customers while continuing to save on the bloated costs associated with high-quality service in the past.

Consumers 60

Consumers Marketing Advertising Hotels 60

Stella Connect

JANUARY 31, 2018

Think of the last time you contacted a brand’s customer service department and the phone call, chat, or email exchange ended before your issue was resolved. Contact the same brand channel again, or multiple channels? Vent on social media? First, customers’ repeated attempts to resolve issues drive up contact center costs.

Metrics 40

Metrics First Call Resolution Customer Service Contact Center 40

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. For example, online consumers don’t want to break off from what they are doing to pick up the phone or send an email when they have a query.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

Eptica

OCTOBER 16, 2015

Yet many companies, on both sides of the Atlantic, struggle to understand what their customers are saying to them through digital channels such as email and social media. Engage with customers Forrester points to the importance of emotion to building long term customer relationships. Share this page on: Tweet.

Customer Experience 48

Customer Experience Banking Contact Center Customer Centricity 48

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. examples: sensors, smart ‘things’, device to purchase).

Omni-Channel 40

Omni-Channel Customer Experience Customer Service Innovation 40

ijgolding

MARCH 22, 2017

or Consumer companies like Unilever and P&G can be quoted as perfect examples. These kind of interactions and post-purchase reviews across social media can go viral and put a dent on the company’s reputation and revenue in detrimental ways. Multi-national food & beverage corporations like The Coca-Cola Co. and Pepsi Co.

Omni-Channel 204

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

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

Comm100

FEBRUARY 20, 2018

As a result, they reduce the number of incoming calls to contact centers, improving efficiency and reducing operational costs. Incoming call volume isn’t the only things that Chatbots reduce – they also lower overall interaction volume – including chats, emails, and social media inquiries.

Chatbots 125

Chatbots Self Service ROI Contact Center 125

Call Experts

JUNE 30, 2022

Also, we will discuss the benefits of outsourcing business process to a contact center to improve time management. If you’re working, allocate time for socializing with coworkers. If you’re not, you’ll end up wasting time on social media. . DIY Time Management Tips. .

Tips 52

Tips Management Contact Center Social Media 52

Comm100

JUNE 13, 2018

For example, many retail stores extend their 30-day return policy to 90-days during the shopping season. According to a study by Inmar , 72 percent of coupons used in 2016 affected purchasing behavior , usually by encouraging shoppers to buy a product they otherwise would not have. Put on Your Best Holiday Deals.

Tips 130

Tips Self Service e-support Social Media 130

Eptica

OCTOBER 21, 2016

Date: Friday, October 21, 2016 3 ways for businesses to improve telephone customer service. Published on: October 21, 2016. Author: Derek Lewis In a multichannel world, the telephone is no longer the default choice of consumers when they want to make contact with an organization. Chat is a good example.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

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. McKinsey’s example reminds me very much of the experience of my colleague Olivier Njamfa’s own experiences moving house, as detailed in a previous blog.

Touchpoint 48

Touchpoint Customer Service Social Media Contact Center 48

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. Over 1 million people view tweets about customer service every week.

Social Media 48

Social Media Customer Service Contact Center Retail 48

Eptica

JUNE 22, 2016

Date: Wednesday, June 22, 2016 Overcoming the knowledge challenges in customer experience. Published on: June 22, 2016. For example, if 90% of the questions you receive are about how to install a particular product, it is clear that the installation manual is not doing its job.

Customer Experience 55

Customer Experience Knowledge Base Contact Center System 55