BlueOcean

FEBRUARY 14, 2018

Remember when social media was the young upstart of the customer care channels and voice was still king? We’ve come a long way since then with social having earned its rightful place in the channel choice of both customers and contact center service providers. How will AI translate into the social channel?

Omni-Channel 149

Omni-Channel Social Media Contact Center Self Service 149

Eptica

OCTOBER 26, 2016

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Published on: October 26, 2016. Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers?

Contact Center 48

Contact Center Self Service Knowledge Base Social Media 48

NICE inContact

FEBRUARY 29, 2016

Customer experience is rapidly evolving for organizations of any size, a result of the proliferation of digital channels and social media, mobile technology, the need to reduce customer churn and to increase loyalty of consumers. The contact center is truly the front line in this battle.

Contact Center 120

Contact Center Omni-Channel e-support Social Media 120

ShepHyken

DECEMBER 12, 2016

We Asked, Zappos Answered: Tracking Contact Center Metrics, Omni-Channel & Chatbots by Sharpen. Sharpen) We went one-on-one with Zappos to get a sneak peek into the contact center famous for their customer service. Social media ROI, loyalty and the customer experience by Chris Teso.

Omni-Channel 48

Omni-Channel Social Media Customer Service Contact Center 48

NICE inContact

JULY 25, 2019

Recognition can come in the form of giving an agent a shout out on social media, a close parking spot, a thank you note, virtual coinsfor winning a challenge, or virtual badges for excelling at a task. According to Deloitte Research (2016), employees value culture and growth almost twice as much as they value compensation and benefits.

Call Center 141

Call Center Gamification Contact Center Social Media 141

Michelli Experience

JULY 18, 2017

and, 3) What percentage of Americans answered “True” to the same question in 2016? drumroll please… In 1964 77% of respondents said “most people can be trusted” but only 31% viewed most others as worthy of trust in 2016 (thus causing my negativistic prediction about you today). The Findings. So the answers are….

Customer Experience 164

Customer Experience Contact Center Consulting Policies 164

Calabrio

JUNE 23, 2016

According to Dimension Data’s 2016 Global Contact Centre Benchmarking Report , phone is rapidly declining in popularity among young customers who are trying to communicate with a business. Instead, they use social media (38.9%), mobile apps (27.2%) and email (12.1%) as a first line of communication.

Communication 100

Communication Omni-Channel Social Media Contact Center 100

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

Win the Customer

JUNE 23, 2016

One of the big challenges for brands using social media for customer service —and also making an effort to proactively reach out to customers with live chat and chatbots on their website—is striking a balance between customer service automation and real human connections. A 2016 study by Accenture found that 83% of U.S.

Connections 94

Connections Customer Service Social Media Chatbots 94

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

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

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

ShepHyken

NOVEMBER 14, 2016

That stat probably applies to other social channels as well. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen. The post 5 Top Customer Service Articles For the Week of November 14, 2016 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

Omni-Channel 48

Omni-Channel Customer Service Trends Contact Center 48

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. While they are at home online and on social media, they pick the channel that best meets their current needs. So they may call, email , start a chat or contact you through social media.

Customer Expectations 48

Customer Expectations Meeting Self Service 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

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. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Contact Center Social Media 48

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. Share this page on: Tweet.

Hotels 48

Hotels Customer Service Social Media Travel 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

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

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

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. Share this page on: Tweet.

Customer Service 48

Customer Service Contact Center Knowledge Base Social Media 48

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. The Global State of Customer Experience 2016 , a new research report from the CX Network, provides some interesting insight into what is happening across the world. over the course of the year.

Customer Experience 54

Customer Experience ROI Contact Center CRM 54

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

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

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. Share this page on: Tweet. Share this page on: Tweet.

Customer Experience 48

Customer Experience Contact Center Social Media Metrics 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. Online is critical to research and buying Not only were ecommerce revenues up, but consumers are increasingly using the web and social media to research their present buying.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 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

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. This move is being driven by a change in the relationship between customers and companies – with increased competition, digital disruption and the rise of social media, the balance of power has shifted towards the consumer.

Customer Experience 48

Customer Experience Social Media Multi-Channel Touchpoint 48

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

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

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? Published on: January 22, 2016. This is particularly impressive bearing in mind that in 2012 Facebook was at the bottom of the ACSI’s social media category and near the bottom of the overall ranking. Share this page on: Tweet.

Customer Service 48

Customer Service Social Media Retail Contact Center 48

Eptica

APRIL 13, 2016

Date: Wednesday, April 13, 2016 The move to meaningful conversations in customer experience. Published on: April 13, 2016. On the flipside, a poor conversation with a company can ruin the customer’s day and cause them to switch to an alternative supplier , while sharing their bad experience on social media.

Customer Experience 48

Customer Experience Contact Center Social Media Consumers 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. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation.

ROI 50

ROI Self Service Customer Experience Airlines 50

Avaya

MAY 18, 2016

2016 is shaping up to be the year of the Chatbot. From the traditional call center, with rows of agents handling multiple calls, we have moved on to the contact center, and multichannel communications, to the omnichannel experience. And, let’s face it, people still don’t like contacting customer service.

Chatbots 48

Chatbots Omni-Channel Contact Center Social Media 48

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

NOVEMBER 22, 2017

It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017. more than in 2016 – with sales increasingly concentrated through online or bigger retailers. Predictions are that Britons will spend just 1.3%

Retail 73

Retail Customer Experience Self Service Ecommerce 73