Eptica

NOVEMBER 30, 2016

Date: Wednesday, November 30, 2016 The push for mobile customer service. Published on: November 30, 2016. Author: Gokcen Onur The rise of the smartphone has transformed how people interact with each other, brands and the world around them.

Mobile Customer Service 48

Mobile Customer Service Customer Service Social Media Consumers 48

Tricia Morris

FEBRUARY 19, 2016

Only 10% of contact center professionals surveyed for the 2015 Call Center IQ Executive Report on the Omnichannel Contact Center identify their contact centers as omnichannel capable (compared to 68% multichannel and 22% neither) – 25% said achieving omnichannel capabilities will be a priority in 2016.

Self Service 40

Self Service Customer Service Contact Center Omni-Channel 40

Esteban Kolsky

JUNE 23, 2016

How about learning that Customer Experience and Engagement are the most hoped for budgeted projects in Customer Service in 2016-2017 – but cloud, knowledge, employee empowerment, and analytics were the top four that got funded? Isn’t that interesting? Or to know we finally (finally!)

Survey 74

Survey Customer Service Entertainment Mobile Customer Service 74

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. Author: Steve Nattress For increasing numbers of people mobile is their preferred means of connecting to, and communicating with, the outside world. There are three areas to focus on: 1.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Eptica

AUGUST 5, 2016

Date: Friday, August 19, 2016 Why email is more important than ever for customer service. Published on: August 19, 2016. Author: Neil Cox While it is widely considered a mature channel, email is becoming more, not less important when it comes to customer service.

Customer Service 49

Customer Service Knowledge Base Contact Center Average Handle Time 49

CSM Magazine

DECEMBER 2, 2015

This lags behind US figures of 23% and 20% respectively but, given US trends normally spread across the Atlantic, it highlights what may happen at Christmas 2016 in the UK.

Customer Experience 40

Customer Experience Retail Mobile Customer Service Online Experience 40

ShepHyken

DECEMBER 19, 2016

Making the Case for Investing in Social and Mobile Customer Service by SparkCentral. SparkCentral) This guide lays out the integral components needed to establish a successful social media customer care strategy and makes a case for providing the right care in the right way. Follow on Twitter: @Hyken.

Social Media 48

Social Media Customer Service Mobile Customer Service Customer Service Training 48