Eptica

NOVEMBER 1, 2017

But many companies – and even whole industry sectors - are struggling to cope with the sheer volume of customer contacts and queries. That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study. Your customers will expect nothing less. Click here to register for the webinar.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

Eptica

JUNE 15, 2016

73% of consumers say that valuing their time is the most important part of good customer service, according to Forrester and over half (53%) of respondents said they’d abandon an online purchase if they couldn’t find a fast answer to their query. Self-service systems provide the answer. Share this page on: Tweet.

Self service 51

Self service Multichannel Contact Center Feedback 51

Eptica

APRIL 18, 2018

So, how are UK travel companies doing in terms of online customer experience? If you would like find out more, please download your copy of our latest Eptica Multichannel Study for the full findings, survey results and more best practice recommendations.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

VocalCom

JUNE 18, 2020

Gartner’s 2019 Magic Quadrant report anticipated that, by 2022, contact center as a service (CCaaS) would become the preferred adoption model for about half of contact centers, up from about 10% in 2019. The post Cloud, the ‘New Normal’ for business continuity and performance appeared first on Vocalcom Blog.

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

CSM Magazine

DECEMBER 8, 2015

Training and retaining good staff, and understanding, setting and managing customer expectations are among the top challenges facing customer service professionals according to a survey by ASQ, a leading authority on quality. Twenty-nine percent surveyed this year said managing customer expectations was their No.

Multichannel 40

Multichannel Surveys CRM Consulting 40

VocalCom

JUNE 16, 2020

Vocalcom has been deploying Cloud Contact Center solutions since 2012, enabling organizations with the latest innovations to improve agents’ productivity and customer experience. The post « The COVID-19 pandemic has put to the fore the importance of the contact center », Carlo Costanzia appeared first on Vocalcom Blog.

Contact Center 62

Contact Center Cloud contact contact center solutions Call center experience 62

Livepro

JULY 17, 2018

The team also accredited with; AusContact, Victorian Contact Centre of the Year 2012, 13 & 16. In many of his roles, Paul’s primary focus has been to substantially improve business revenue and profits through a passion of providing improved customer service through ‘real’ innovation. Lyn Trewenack – Director at BBB Advisory.

Transportation 40

Transportation Government Multichannel Consulting 40

Fonolo

MARCH 13, 2019

Text-based communication plays a growing role in customer service. Read more here: “ Apple’s Business Chat Has a Golden Moment to Dominate Customer Service ”. It’s true that overall global SMS volume is declining (it peaked in 2012). There are several big questions around how it will evolve. Google and RCS.

Personalization 57

Personalization Metrics Customer Experience Marketing 57

RichCall

SEPTEMBER 13, 2017

With the rise of technology that allows better customer service, customers are becoming more demanding – that’s why to satisfy and retain them, you need to develop your contact center in accordance with the worldwide trends. ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64