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. For contact center leaders, however, this vision of the future might seem daunting.

Customer Engagement 133

Customer Engagement Omni-Channel Engagement Self Service 133

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

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

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Given this pressure, along with the need to operate as efficiently as possible, how are contact centers evolving to meet changing needs?

Trends 49

Trends Customer Service Social Media Contact Center 49

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

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. Here are three ways to achieve this: 1.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

Eptica

MARCH 8, 2016

Date: Wednesday, March 9, 2016 The importance of integrating Twitter into customer service. Published on: March 09, 2016. Author: Dharmesh Ghedia The conversational, open nature of Twitter easily lends itself to customer service – in fact, the social network itself claims that tweets to major brands have increased by 2.5

Customer Service 48

Customer Service Social Media Net Promoter Score Contact Center 48

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. How can they cope? Share this page on: Tweet.

Self Service 48

Self Service Customer Service Contact Center Social Media 48

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. Now they have a device in their pockets that they can use to make contact instantly across a wide number of channels. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

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

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. ” or “How do I change my address?”

Self Service 68

Self Service Customer Service Contact Center Social Media 68

Eptica

APRIL 29, 2016

Date: Friday, April 29, 2016 Insurers struggling to connect with customer service. Published on: April 29, 2016. Consumers are demanding more from their insurers, and want a seamless, high quality experience, however they choose to make contact. Half of tweets going unanswered Insurers are increasingly present on social media.

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. To do this we’ve posed as prospective customers, testing how easy it is to find information and answers to the routine questions that consumers might ask every day on the web and via email, chat and social media.

Self Service 48

Self Service Brands Social Media Contact Center 48

ShepHyken

NOVEMBER 14, 2016

Each week I read a number of customer service articles from various online resources. ROI’s on the Prize: Twitter Links Social Customer Care and Willingness to Pay by Lia Winograd. That stat probably applies to other social channels as well. Here are my top five picks from last week. Follow on Twitter: @Hyken.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 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. As Spiegel Research Center finds, nearly 95% of shoppers read online reviews before making a purchase.

Customer Engagement 105

Customer Engagement Engagement Omni-Channel Customer Centricity 105

Eptica

DECEMBER 14, 2016

Date: Wednesday, December 14, 2016 Delivering the benefits of customer service outsourcing. Published on: December 14, 2016. According to the Everest Group, nearly a quarter of contact center activities across the globe are outsourced, meaning the market is worth $75-78 billion every year. Share this page on: Tweet.

Customer Service 48

Customer Service Contact Center Knowledge Base Guidelines 48

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

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

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. Read the full post here.

Self Service 48

Self Service Customer Experience Social Media Insurance 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

ProProfs Chat

OCTOBER 31, 2018

In a world where people can easily share their experiences with businesses via social media–an assessment which can make or break a brand— customer advocacy has become one of the top priorities today. Angry customers can easily ruin your reputation, especially with today’s social media reach. How To Do It Right.

Customer Experience 106

Customer Experience Marketing How To Social Media 106

ReviewTrackers

AUGUST 2, 2017

TD Bank found that out with the help of customer feedback through social media and other channels. Contact Centers for TD Bank. The bank has a dedicated Voice of the Customer – Digital Experience team that is constantly managing, monitoring, and analyzing all social media posts and comments.

Banking 50

Banking Feedback Social Media Financial 50

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. Of course, customers will still get in contact and expect a fast, consistent answer to their query. Share this page on: Tweet.

ROI 50

ROI Self Service Customer Experience Airlines 50

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

MAY 11, 2016

Date: Wednesday, May 11, 2016 Moving off the customer service treadmill. Published on: May 11, 2016. Let your customers use their channel of choice There is a growing number of channels available for customer service, from the telephone and email to the web, social media and chat. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Multi-Channel Social Media 48

Comm100

JUNE 13, 2018

For smaller e-commerce vendors that may not have the resources to provide same-day delivery during the shopping season, free shipping offers can help satisfy early shoppers. During the holiday season, many contact centers experience high call volumes. Manage Your Social Media. Put on Your Best Holiday Deals.

Tips 130

Tips Self Service e-support Social Media 130

Eptica

JUNE 22, 2016

Date: Wednesday, June 22, 2016 Overcoming the knowledge challenges in customer experience. Published on: June 22, 2016. This leads to reduced call times, shorter queues and the chance to do more with existing resources. Better for agents Access to information empowers agents and makes their jobs easier.

Customer Experience 55

Customer Experience Knowledge Base Contact Center System 55

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Despite the growth of other digital channels, such as social media and chat, it continues to thrive – 69% of people still want to contact companies through email , according to Forrester.

Self Service 48

Self Service Engagement Customer Service Social Media 48

Eptica

JULY 13, 2016

Date: Wednesday, July 13, 2016 Overcoming the challenges of digital customer service. Published on: July 13, 2016. Secondly, companies need to deliver this service efficiently , without pushing up costs or increasing resources. Failure to answer quickly, can make the difference between winning a customer or them going elsewhere.

Customer Service 48

Customer Service Insurance Knowledge Base 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

Eptica

AUGUST 26, 2016

Date: Friday, August 26, 2016 What do consumers want from brands today? Published on: August 26, 2016. The volume of interactions is ever-increasing, across more and more channels, without a similar growth in customer service resources.

Consumers 48

Consumers Brands Social Media Contact Center 48

Eptica

NOVEMBER 28, 2016

Date: Monday, November 28, 2016 5 top trends driving customer service. Published on: November 28, 2016. million tweets are sent to B2C brands every month, and according to Edison Research , just 32% of those that complain on social media are happy with the response they get. That’s a lot of dissatisfied consumers.

Trends 48

Trends Customer Service Social Media B2C 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. If some channels are starved of investment and resources while others get the lion’s share, then this inevitably leads to variations in speed of response. Share this page on: Tweet.

Self Service 50

Self Service Customer Service Knowledge Base Contact Center 50

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 organizations are facing a dramatic increase in the number of customer contacts they receive, across an expanding range of channels. Self-service systems provide the answer.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

SurveySensum

JULY 14, 2020

He is the first CX professional to become an Authorized Resource and Training Provider for the CCXP accreditation. He has been featured in The Economist, Social Media Today, Computerworld, BizTech Magazine, and many others and has contributed to books on Customer Service, Social Media, and IT Change Management.

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132