Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. This is putting a major strain on the resources within customer service departments and can lead to lengthening response times, upset customers, lost revenues and rising costs. Self-service systems provide the answer.

Self service 51

Self service Multichannel Contact Center Feedback 51

Kayako

JANUARY 5, 2017

According to Forrester Research , “only 36% of contact centers have implemented multichannel integration to provide consistent experiences; 70% do not train agents to support multiple channels, and 56% do not offer an agent-facing knowledge management solution”. What goes into good self-service?

Omni-channel support 47

Omni-channel support Customer Experience Customer Service Multi-channel support 47

Sykes

MARCH 18, 2019

The acquisition of Alpine Access in 2012 also differentiated SYKES with an established, reliable and secure home-based service option that allows for rapid scalability and flexibility. These services are delivered through multiple communication channels including phone, email, social media, text messaging, chat and digital self?service.

Technical Support 16

Technical Support outsourcing Enterprise Business Process Outsourcing 16

Sykes

MARCH 5, 2019

The acquisition of Alpine Access in 2012 also differentiated SYKES with an established, reliable and secure home-based service option that allows for rapid scalability and flexibility. These services are delivered through multiple communication channels including phone, email, social media, text messaging, chat and digital self?service.

Marketing 75

Marketing Technical Support Enterprise Transportation 75

Eptica

APRIL 26, 2016

These findings come from the Eptica Multichannel Customer Experience Study , which has tracked the changing face of customer service in the UK, France and latterly the United States , over the last five years. This has increased from 53% in 2012. Share this page on: Tweet.

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

Eptica

APRIL 18, 2018

As part of the annual Eptica Multichannel Study , conducted since 2012, we tested 10 major travel brands (6 airlines and 4 travel agents) on their ability to provide answers to ten routine questions via the web as well as their speed, and accuracy when responding to email, Twitter, Facebook and chat.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

Eptica

NOVEMBER 1, 2017

That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study. Our annual UK study, which we’ve been conducting since 2012 , evaluates real-world online customer experience. Use web self-service , chatbots and other AI-based technologies to automate basic interactions.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49