CSM Magazine

NOVEMBER 3, 2022

Waterfield Tech, a leading global customer engagement solutions provider, today announced research findings detailing a significant lag in the adoption of conversational AI in the contact center. For an infographic that illustrates the findings from Waterfield Tech’s research further, visit [link].

Virtual Agent 52

Virtual Agent Telecommunications Contact Center Customer Experience 52

Thematic

JUNE 13, 2023

Their software has three main parts: XM for Customer Frontlines XM for People Teams XM for Strategy & Research The Customer Frontlines program lets you improve customer experience in your contact centers. People Teams increases team engagement. The self-service option lets you DIY everything.

Voice of Customer 62

Voice of Customer Tools Customer Experience Net Promoter Score 62

OpinionLab

AUGUST 29, 2017

The infographic below highlights some more specifics around this point. So, according to our survey, around 4 in 5 want direct person contact, 3 in 4 expect a phone number on your website and more than 6 in 10 think they get better service in-person. After all, it’s hard to be delighted about a positive self-service outcome.

Omni-Channel 166

Omni-Channel Consumers How To Touchpoint 166

Eptica

DECEMBER 11, 2015

Alternatively they could contact the retailer via email, social media or chat, unnecessarily adding to the volume and cost of incoming interactions at the busiest time for customer service teams. An infographic illustrating the 2015 Eptica Retail Black Friday Customer Experience Study is available here.

Self Service 48

Self Service Customer Service Social Media Retail 48

Eptica

MARCH 4, 2016

To find out more you can download the full report or take a look at an infographic with the key points here. Share this page on: Tweet.

Self Service 48

Self Service Brands Social Media Contact Center 48

Eptica

APRIL 29, 2016

To read more about the findings download the 2016 Eptica Multichannel Insurance Customer Experience Study management report or take a look at our infographic here. Greater competition and the rise of price comparison sites are impacting revenues and margins, while customer loyalty is a thing of the past.

Insurance 48

Insurance Connections Customer Service Self Service 48

Eptica

NOVEMBER 4, 2015

You can also see more of the findings in this infographic. Share this page on: Tweet.

Retail 48

Retail Self Service Customer Service Social Media 48