Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

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Customer Service Multichannel Benchmark Contact Center 49

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. Given this importance of customer experience, the recent KPMG Nunwood 2015 UK Customer Experience Excellence Centre report , paints a worrying picture for British organizations. Share this page on: Tweet.

Customer Experience 83

Customer Experience Multichannel Advertising Contact Center 83

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Published on: August 14, 2015. Be totally multichannel. Customers want to be able to contact you through different channels, dependent on their circumstances. Three factors have dramatically changed this.

Banking 85

Banking Multichannel Customer Experience Finance 85

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. Published on: January 06, 2016.

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Customer Experience Multichannel Self service Contact Center 50

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. A further four companies had over 400 complaints per 100,000, within the three months between April and June 2015. This is one reason for continued high call volumes to utility contact centers.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Author: Robin Tandon While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015.

Customer Experience 49

Customer Experience Multichannel Self service Contact Center 49

Eptica

SEPTEMBER 18, 2015

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. Published on: September 23, 2015. This gap between best and worst replicates Eptica’s findings in the 2015 UK Multichannel Customer Experience Study. Those that were 1% below saw sales decrease by 1%.

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Multichannel Customer Service Brand ambassadors Self service 76

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. While organizations are accelerating their efforts, in its 2015 Customer Experience Index for Europe , the analyst found that no company in France, Germany or the UK yet delivered a superior experience.

Customer Experience 75

Customer Experience Multichannel Banking Customer centricity 75

Vonage

FEBRUARY 23, 2017

According to The 2015 Global State of Multichannel Customer Service Report , expectations around customer service are increasing. The 2015 Global State of Multichannel Customer Service Report indicates that customers are more comfortable than ever making purchases without the help of a sales rep.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

Eptica

NOVEMBER 4, 2015

Date: Wednesday, November 4, 2015 What’s the best channel for U.S. Published on: November 04, 2015. The 2015 Eptica Retail Customer Experience Study therefore evaluated 500 U.S. In the meantime the full findings of the 2015 Eptica Retail Customer Experience Study are now available in a downloadable management report.

Customer Service 76

Customer Service Multichannel Self service Advertising 76

Eptica

OCTOBER 14, 2015

Date: Wednesday, October 14, 2015 The rise of the customer hub. Published on: October 14, 2015. For example, information in a contact center knowledge base can be shared throughout an organization, such as with the service or delivery teams, either directly or by linking to the software that they currently use.

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Multichannel Contact Center Enterprise Best practices 81

Eptica

NOVEMBER 11, 2015

Date: Wednesday, November 11, 2015 Comparing the retail customer experience in the United States and United Kingdom. Published on: November 11, 2015. Author: Pauline Ashenden Thanks to the internet, retail is a global industry, with companies now facing competition from peers around the world. Share this page on: Tweet.

Multichannel 75

Multichannel Customer Experience Self service Advertising 75

Eptica

SEPTEMBER 10, 2015

Date: Wednesday, September 16, 2015 Why aren’t organizations embracing digital customer service? Published on: September 16, 2015. According to McKinsey, if done well it boosts customer satisfaction by 33% while reducing contact center call volume , and generating savings of 25-30%. Share this page on: Tweet.

Customer Service 76

Customer Service Multichannel Upselling Self service 76

Eptica

NOVEMBER 18, 2015

Date: Wednesday, November 18, 2015 The state of UK email customer service. Published on: November 18, 2015. Email usage by sector Contact Babel’s research, which was carried out with UK contact centre managers, found that email makes up an average of 17% of incoming queries from customers.

Customer Service 75

Customer Service Multichannel Transportation Self service 75

Eptica

SEPTEMBER 18, 2015

Date: Friday, September 18, 2015 The six ways web self-service improves your customer experience. Published on: September 18, 2015. Whether deployed on a company website, Facebook page, or even to agents within the contact center , web self-service delivers benefits in six key ways: 1. for email and £3.87

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Self service Customer Experience Multichannel Contact Center 78

West

APRIL 5, 2017

West is proud to receive a 2017 CRM Service Leader Award for Contact Center Infrastructure. It also attributed much of West’s success to a number of strategic business decisions, including divesting its agent services back in January 2015. Click here to read the full write-up.

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CRM Contact Center Multichannel Cloud contact 48

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. There are two consequences of this – customers become more and more annoyed and contact centers are overwhelmed by even more queries, many of which are simply duplicates. Share this page on: Tweet.

Multichannel 74

Multichannel Self service Contact Center Morale 74

Eptica

DECEMBER 18, 2015

Date: Friday, December 18, 2015 Telecoms customer complaints rising in the UK. Published on: December 18, 2015. Q3 2015 figures show that the total volume of complaints about mobile, fixed line, broadband and pay-TV providers grew from Q2, with broadband and fixed line operators generating the most issues.

Multichannel 61

Multichannel CRM Contact Center Customer Service 61

Eptica

NOVEMBER 6, 2015

Date: Friday, November 6, 2015 5 key customer service skills – and how technology can help improve them. Published on: November 06, 2015. Gearing up for Christmas means that many businesses, especially retailers, are adding more staff in store and in contact centers. Share this page on: Tweet.

Technology 76

Technology Customer Service Multichannel Self service 76

Eptica

OCTOBER 30, 2015

Date: Friday, October 30, 2015 Which sectors offer the worst customer experience? Published on: October 30, 2015. Author: Pauline Ashenden While all industries need to ensure they are delivering an excellent customer experience, some seem to be intrinsically better at it than others. Share this page on: Tweet.

Customer Experience 75

Customer Experience Transportation Multichannel Wireless 75

Eptica

OCTOBER 28, 2015

Date: Wednesday, October 28, 2015 6 ways of delivering successful knowledge management projects. Published on: October 28, 2015. Author: Dharmesh Ghedia In a more and more complex world, consumers are asking an increasing number of questions – and want fast, accurate answers, whatever channel they use to make contact on.

Management 78

Management Multichannel Self service Contact Center 78

Eptica

NOVEMBER 13, 2015

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. Published on: November 13, 2015. Author: Dharmesh Ghedia Banks and other financial service providers are facing unprecedented challenges. Share this page on: Tweet.

Banking 77

Banking Customer Experience Multichannel Finance 77

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. Equally, you can use technology such as linguistics to analyze incoming interactions to your contact center, enabling you to pinpoint consumers that have sent positive emails, tweets or Facebook messages.

Customer Service 71

Customer Service Multichannel Contact Center Best practices 71

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. The 2015 Eptica Multichannel Customer Experience Study evaluated midsize retailers on their ability to answer routine enquiries via email, the web, chat, Twitter and Facebook.

Multichannel 49

Multichannel Customer Service CRM Automotive 49

Eptica

JUNE 3, 2016

Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. This means understanding how their customers want to use their mobile devices to contact them and putting in place the right, multichannel resources to support them.

Customer Service 56

Customer Service Multichannel Airlines Self service 56

Eptica

APRIL 29, 2016

To find out, the Eptica Multichannel Customer Experience Study evaluated their performance when it comes to customer service. In total, across the web, email and Twitter channels insurers successfully answered 58% of all questions, an 18% increase since 2015. In 2015 just half gave accurate answers.

Multichannel 48

Multichannel Customer Service Self service Contact Center 48

Avaya

DECEMBER 1, 2016

The latest release of Avaya IP Office Contact Center takes into account midsize businesses’ needs and requirements for simplicity and affordability, and the desire to deliver a top-notch customer experience. Integrate Multichannel Customer Contact into Your Strategy. Tips for Creating an Outstanding Customer Experience.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Eptica

MARCH 31, 2016

According to the latest Eptica Multichannel Customer Experience Study , the good news is that most companies understand this, with the web remaining the strongest channel for providing accurate answers to consumer queries. Entertainment retailers propped up the bottom of the table, dropping 8% since 2015, to a score of just 57%.

Multichannel 49

Multichannel Customer Service Entertainment Banking 49

Eptica

NOVEMBER 25, 2015

Date: Wednesday, November 25, 2015 Consistency – the missing ingredient in retail customer service? Published on: November 25, 2015. Retailers are multichannel, but not consistent So, how good are U.S. retailers in particular at being consistent and multichannel? On the positive side, U.S.

Multichannel 49

Multichannel Customer Service Automotive Finance 49

Eptica

MARCH 4, 2016

Author: Pauline Ashenden Over the past five years Eptica has regularly evaluated the multichannel customer experience offered by 100 of the UK’s biggest brands , across ten sectors. This year’s Eptica Multichannel Customer Experience Study has just been published, so how are brands faring in 2016?

Multichannel 50

Multichannel Self service Advertising Surveys 50

Eptica

DECEMBER 4, 2015

Date: Friday, December 4, 2015 Happy Holidays? Published on: December 04, 2015. Customers are not happy with service levels 35% of American consumers were dissatisfied with the experience they received online during November 2015. How good is retail customer service? part of the research. There were three key points: 1.

Multichannel 49

Multichannel Customer Service Upselling Contact Center 49

Eptica

DECEMBER 23, 2015

Date: Wednesday, December 23, 2015 How customer service techniques can ensure a stress-free Christmas. Published on: December 23, 2015. As consumers communicating with the contact center demand fast answers to their queries, so set expectations on what you are going to do, and by when, so that everyone knows what is going to happen.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 49

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. Contact Center and CX Research and Reports. of companies. omnichannel. personalization.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Eptica

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. UK retailers successfully answered 59% of questions asked on Facebook, compared to 55% on email (down from 58% in 2015), and 45% (up 2% year on year) on Twitter.

Multichannel 49

Multichannel Entertainment Customer Service Self service 49

Eptica

JULY 27, 2016

Profits rose by more than a third, to over €2 billion in 2015. Whatever the industry, consumers demand the highest standards of customer service – as the YOPA research shows, fail to provide what they are looking for and they’ll have no qualms about heading to your rivals. Share this page on: Tweet.

Multichannel 50

Multichannel Customer Service Airlines Contact Center 50

Vistio

AUGUST 9, 2021

Rod Jones has over 35 years of experience in the contact center industry and is an internationally recognized thought-leader, industry analyst, strategic adviser and subject matter expert. We had really multi-channel contact centers, voice, email, maybe some chat and some texts, but going into a siloed environment.

Contact Center 52

Contact Center Consulting Consulting Call Center 52

Eptica

FEBRUARY 5, 2016

Author: Neil Cox In 2015 the US Census Bureau reported that Millennials outnumbered Baby Boomers for the first time , meaning they now make up a quarter of the population. Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. They want their views to be acted on (fast!),

Multichannel 51

Multichannel Self service Contact Center Feedback 51