Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. Author: Michael Cheung The immediacy and reach of Twitter means it has become a vital channel for customer service. times over the past two years. Share this page on: Tweet. Share this page on: Tweet.

Customer Service 97

Customer Service Multichannel B2C Banking 97

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.

Customer Experience 75

Customer Experience Transportation Multichannel Wireless 75

Eptica

NOVEMBER 13, 2015

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. Published on: November 13, 2015. These companies are often built on innovative technology that means they can carry out transactions faster, smarter and more efficiently, than rivals, while delivering a superior customer experience.

Banking 77

Banking Customer Experience Multichannel Finance 77

Eptica

SEPTEMBER 18, 2015

Date: Friday, September 18, 2015 The six ways web self-service improves your customer experience. Published on: September 18, 2015. Author: Robin Tandon Customer service teams are currently faced with multiple challenges. So how can companies deliver faster service to more queries, while improving efficiency?

Self service 78

Self service Customer Experience Multichannel Contact Center 78

Eptica

AUGUST 28, 2015

Date: Friday, August 28, 2015 What is a customer hub? Published on: August 28, 2015. Author: Steve Nattress When customer service first rose to prominence within organisations it was straightforward to define. You can find out more about the Eptica Customer Day 2015 and book your place here.

Multichannel 92

Multichannel CRM Contact Center Banking 92

Eptica

OCTOBER 26, 2015

Date: Monday, October 26, 2015 Christmas is coming – is your customer service ready? Published on: October 26, 2015. As part of this work, retailers will have focused on the customer experience they provide , whether instore, online or on the telephone. It isn’t too late to achieve this.

Multichannel 88

Multichannel Customer Service Contact Center Self service 88

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).

Customer Service 49

Customer Service Multichannel Benchmark Contact Center 49

Kayako

JANUARY 5, 2017

In the customer service trends handbook published by Microsoft , “90% of consumers say they expect consistency and continuity from a brand across channels.”. Yet, relatively few contact centers have focused on providing a consistent customer experience. Omni-channel strategy creates a single view of the customer.

Omni-channel support 47

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

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. As technology gets more complex, and consumers look to connect it all together, the importance of the customer experience becomes ever more vital.

Multichannel 76

Multichannel Customer Service Banking Self service 76

Eptica

NOVEMBER 4, 2015

Date: Wednesday, November 4, 2015 What’s the best channel for U.S. retail customer service? Published on: November 04, 2015. So at Eptica we thought it would be a good time to look at how they perform when it comes to the customer experience. Share this page on: Tweet.

Customer Service 76

Customer Service Multichannel Self service Advertising 76

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. Share this page on: Tweet.

Multichannel 76

Multichannel Customer Service Brand ambassadors Self service 76

COPC

JANUARY 3, 2016

is partnering with Execs In The Know , a global network of customer management professionals, to conduct the fourth annual Customer Experience Benchmarking (CXMB) Series. Working together, we are surveying consumers about their experiences and perceptions in a multichannel environment. The post COPC Inc.

Multichannel 40

Multichannel Customer Experience Surveys Benchmark 40

Vcaretec

JUNE 6, 2022

This makes it even more challenging for retailers during peak season to maintain the highest levels of quality customer care service. Here are some Vcare statistics from the 2015 holiday season, along with some quotes from Vcare call center clients and industry experts.

Multichannel 89

Multichannel Entertainment Customer Care Call Center 89

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. Share this page on: Tweet.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

Eptica

NOVEMBER 16, 2016

Date: Wednesday, November 16, 2016 How does customer experience affect sales growth? Author: Neil Cox Customer experience has been front of mind for marketing and customer service professionals for a number of years, but does it really have a big impact on the bottom line? Published on: November 16, 2016.

Sales 54

Sales Customer Experience Multichannel Airlines 54

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. Share this page on: Tweet.

Customer Service 75

Customer Service Multichannel Transportation Self service 75

Avaya

DECEMBER 1, 2016

While many of these purchases are simply one click and a check off of gift lists, the customer probably made several decisions well before the submit-order button was activated. Whereas item and price have been the primary drivers of purchasing decisions, the customer experience is increasingly the new battleground.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Vonage

FEBRUARY 23, 2017

The days of winning over your customers’ hearts and minds based solely on the quality of your product or service are over. This leaves delivering a speedy, personalized and friendly customer experience as the best way to differentiate your business from its competitors. Consumers expect self-service customer support options.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

Eptica

SEPTEMBER 10, 2015

Date: Wednesday, September 16, 2015 Why aren’t organizations embracing digital customer service? Published on: September 16, 2015. Author: Steve Nattress The spread of digital customer service channels, from email and chat to social media , can provide organizations with significant benefits. Share this page on: Tweet.

Customer Service 76

Customer Service Multichannel Upselling Self service 76

Eptica

OCTOBER 14, 2015

Date: Wednesday, October 14, 2015 The rise of the customer hub. Published on: October 14, 2015. Author: Derek Lewis At a time when customer experience is becoming everyone’s job , it is vital that organizations break down any internal barriers that disrupt the customer journey.

Multichannel 81

Multichannel Contact Center Enterprise Best practices 81

Eptica

NOVEMBER 27, 2015

Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. Published on: November 27, 2015. Fail to deliver what customers want, and, no matter how good your desktop experience, you are likely to lose business if you fail to deliver on mobile devices.

Customer Experience 51

Customer Experience Multichannel Advertising Banking 51

Eptica

OCTOBER 14, 2016

In the UK, retailers will be looking to bounce back from a disappointing 2015 festive season where heavy discounting hit margins in many parts of the sector. Be multichannel Today’s consumers want the freedom to shop online and instore , with the ability to access multiple delivery methods including Buy Online, Pick Up in Store (BOPUS).

Multichannel 65

Multichannel Sales Customer Service Customer Experience 65

Eptica

DECEMBER 18, 2015

Date: Friday, December 18, 2015 Telecoms customer complaints rising in the UK. Published on: December 18, 2015. However, the rise of superfast broadband, social media, IP telephony and on-demand/pay-TV services mean that it is now an essential part of the Christmas experience for the majority of families.

Multichannel 61

Multichannel CRM Contact Center Customer Service 61

SharpenCX

JANUARY 15, 2020

Today marks our inaugural brand crush post , where we shell out all the details of companies changing the game in customer experience. They’re the ones who hold leading spots on top satisfaction lists and who have a following of raving customer advocates. Alaska Airlines has been steadily climbing on the ACSI Index since 2015.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

Eptica

DECEMBER 7, 2015

Date: Monday, December 7, 2015 How APAC brands can improve the customer experience. Published on: December 07, 2015. However, given the complexity of today’s multichannel world, knowing where to begin with customer experience can appear daunting. Share this page on: Tweet.

Customer Experience 48

Customer Experience Multichannel CRM Customer centricity 48

Eptica

OCTOBER 28, 2015

Date: Wednesday, October 28, 2015 6 ways of delivering successful knowledge management projects. Published on: October 28, 2015. Define the part of knowledge in the customer journey Will knowledge be used across the customer journey, and if so, how does it fit in today’s multichannel world?

Management 78

Management Multichannel Self service Contact Center 78

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. This rising volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback , threatens to overwhelm many organizations.

Multichannel 74

Multichannel Self service Contact Center Morale 74

Eptica

JUNE 8, 2016

The state of UK travel customer experience. At the same time with so many options to choose from online, customers are more discerning about where they take their business, insisting on excellent customer service at all times. Given these factors, how is the sector performing when it comes to customer experience?

Airlines 49

Airlines Multichannel Customer Experience Contact Center 49

Eptica

JUNE 24, 2016

Date: Friday, June 24, 2016 The ROI of improved customer experience. Author: Chris Eideh Businesses understand that improving the customer experience has a direct impact on revenue generation. Happier customers are more loyal, will spend more and recommend your company to their friends. Published on: June 24, 2016.

Customer Experience 50

Customer Experience Multichannel Airlines Self service 50

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. Author: Anne-Merete Jensen Recruiting and retaining high quality customer service staff is one of the cornerstones of keeping consumers happy and loyal. Share this page on: Tweet.

Technology 76

Technology Customer Service Multichannel Self service 76

Eptica

DECEMBER 23, 2016

Date: Friday, December 23, 2016 The cost of ecommerce delivery problems to the customer experience. This last leg of the ecommerce customer experience has always been hard for retailers to control. The research found that in 2015 there were 4.8 Published on: December 23, 2016. Share this page on: Tweet.

Customer Experience 51

Customer Experience Multichannel Marketing Customer Service 51

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. This increases the focus on delivering an excellent customer experience to consumers, wherever they are located, if companies are going to have meaningful, engaged conversations with their audiences. Published on: April 27, 2016.

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

Eptica

AUGUST 26, 2015

Date: Wednesday, August 26, 2015 Why APAC consumers are the most demanding in the world. Published on: August 26, 2015. Author: David Chew Across the globe, companies are under increasing pressure to deliver a superior customer experience if they want to win and retain consumer loyalty. Share this page on: Tweet.

Multichannel 59

Multichannel Self service Sales Service level 59

Eptica

MARCH 14, 2018

Date: Wednesday, March 14, 2018 How do UK banks rate on customer experience? Government legislation is committed to making it easier than ever for customers to change banks and interest rates remain low, meaning that service is a primary differentiator between companies. Published on: March 14, 2018.

Banking 49

Banking Customer Experience Multichannel Government 49

Eptica

AUGUST 26, 2015

Date: Wednesday, August 26, 2015 Dealing with the rising number of customer complaints. Published on: August 26, 2015. Author: Pauline Ashenden Over the last ten years, customers have become increasingly more demanding in terms of the service that they expect from companies. Share this page on: Tweet.

Multichannel 71

Multichannel Finance Government Surveys 71

Eptica

SEPTEMBER 3, 2015

Date: Thursday, September 3, 2015 Meeting the customer service needs of APAC millennials. Published on: September 03, 2015. So how can brands deliver the customer experience that these consumers are demanding ? Firstly, it is worth analyzing the core values they hold. Share this page on: Tweet.

Multichannel 59

Multichannel Customer Service Morale Self service 59