Eptica

MARCH 18, 2016

Essentially shoppers want a seamless, easy to use experience that values their time and is personalized to their needs. 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. However, performance varied.

Multichannel 49

Multichannel Entertainment Customer Service Self service 49

Eptica

SEPTEMBER 3, 2015

Date: Thursday, September 3, 2015 Meeting the customer service needs of APAC millennials. Published on: September 03, 2015. Be multichannel While millennials are extremely active on social media, they don’t want to receive service exclusively through the likes of Twitter and Facebook. Share this page on: Tweet.

Multichannel 59

Multichannel Customer Service Morale Self service 59

Eptica

DECEMBER 23, 2015

Date: Wednesday, December 23, 2015 How customer service techniques can ensure a stress-free Christmas. Published on: December 23, 2015. Share the load Customer service isn’t just the responsibility of the contact center and Christmas isn’t one person’s job either. Share this page on: Tweet.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 49

Eptica

JUNE 1, 2016

It provides a personal service The interactivity and speed of response means customers are getting a personalized service that addresses their particular issue. It’s very efficient While being quick and personal, chat is also much more efficient than the telephone. Share this page on: Tweet.

Multichannel 49

Multichannel Customer Service Contact Center Surveys 49

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. Altogether this can mean providing quick, accurate and personalized responses to close to 1 million questions annually. So how can organizations cope with this tidal wave of questions? Here are three areas to focus on: 1.

Multichannel 74

Multichannel Self service Contact Center Morale 74

Eptica

FEBRUARY 12, 2016

The six monthly study, which is based on the views of 10,000 customers, has improved by 1 point since January 2015 but is still well below the January 2013 peak of 78.2. The personal touch in customer service Going beyond the figures, the UKCSI investigated how customer priorities are changing, based on 34 criteria.

Multichannel 49

Multichannel Customer Service Banking Contact Center 49

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

NOVEMBER 27, 2015

Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. Published on: November 27, 2015. At the same time consumers want a personalized service. Author: James Gladwish According to new academic research people check their smartphones 85 times a day and use them for a daily average of 5 hours.

Customer Experience 51

Customer Experience Multichannel Advertising Banking 51

Eptica

DECEMBER 16, 2015

Date: Wednesday, December 16, 2015 Customer service in a multigenerational world. Published on: December 16, 2015. Personalize Take the time to understand your customers, whatever their background, and design the journey around their needs. So how can companies cope with this multigenerational reality? Share this page on: Tweet.

Customer Service 48

Customer Service Multichannel Transportation Entertainment 48

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. A knowledge base gives agents automatic answers to customer questions yet allows them to personalize. Share this page on: Tweet.

Technology 76

Technology Customer Service Multichannel Self service 76

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

Avaya

DECEMBER 1, 2016

Integrate Multichannel Customer Contact into Your Strategy. An overwhelming majority of customers expect organizations to offer different channels to meet their needs, and make it easy to do so (Marcus Hickman, The Autonomous Customer 2015). Drive an Efficient Experience with Skills-Based Routing.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

Eptica

DECEMBER 9, 2015

Date: Wednesday, December 9, 2015 5 Ways of improving handling times this Christmas. Published on: December 09, 2015. It can then be personalized and sent by the agent, saving time and ensuring consistency. Moreover, it is likely to impact consistency and accuracy. Again, this saves time without impacting the service provided.

Multichannel 50

Multichannel Contact Center Self service Service level 50

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. This could be done by creating an online community or an ambassador program, which reinforces the relationship and increases loyalty. Here are five ways to ensure such programs deliver value: 1. Share this page on: Tweet.

Customer Service 71

Customer Service Multichannel Contact Center Best practices 71

Eptica

MARCH 14, 2018

In the latest Eptica Multichannel Customer Experience study , we evaluated the real-world online experience of 100 leading companies – including ten banks – by asking typical customer questions over the web, email, Twitter, Facebook and chat. However, this was a drop from 2016’s figure (84%) and 2015’s 91%.

Banking 49

Banking Customer Experience Multichannel Government 49

Eptica

JUNE 7, 2017

Around 68% of all queries were not answered accurately – a dramatic rise from 2015 when the figure was 47%. The findings suggest that the insurance sector seems to be unable to cope with the volume and complexity of today’s multichannel consumer expectations. Five key takeaways from the study are: 1.

Multichannel 49

Multichannel Marketing Personalization Surveys 49

CX Journey

FEBRUARY 25, 2016

It was published on their blog on October 15, 2015. Don't confuse that with multichannel or any of the other "xx-channel" terms. Let's start with defining multichannel versus omnichannel. Multichannel does not refer to a consistent, seamless experience across channels. There's a difference! Are you ready?

Customer effort 46

Customer effort Multichannel Journey mapping Metrics 46

Eptica

FEBRUARY 26, 2016

And how can physical retailers make the most of the three big advantages they have: Immediacy – they can deliver goods now, rather than having to wait for delivery They can provide in-person one-to-one support and advice from well-trained human assistants They have the potential to turn shopping into an event. consumers spent $1.5

Customer Experience 50

Customer Experience Multichannel Benchmark Banking 50

SharpenCX

JANUARY 15, 2020

Alaska Airlines has been steadily climbing on the ACSI Index since 2015. They know the difference between multichannel and omnichannel. Personally, I’m ready to book a flight just for these fun perks. They’re the ones who hold leading spots on top satisfaction lists and who have a following of raving customer advocates.

Airlines 90

Airlines Customer Experience Customer Service Coaching 90

Pointillist

MAY 23, 2018

More and more marketers and customer experience professionals are now looking for the best customer journey analytics platform to understand and engage with individual customers at a personal level, at scale. Personalize engagement using information about the customer and where they are in their journey.

Analytics 90

Analytics Journey mapping Multichannel Customer centricity 90

Vistio

AUGUST 9, 2021

He now focuses on advising senior leaders on strategic, operational, and technology issues of contact centers, customer experience management tools (including CRM, CxM, and CEM), and BPS&O (Business Process Services and Outsourcing) drawing from his extensive personal experience to provide relevant and logical solutions. Hi there, Rod.

Contact Center 52

Contact Center Consulting Consulting Call Center 52

CX Journey

APRIL 12, 2016

It was published on their blog on November 18, 2015. In my closing statement, I mentioned that I'd write about a channel that you may not think about when you’re making the transition and the transformation from multichannel to omnichannel experiences. Image courtesy of TechGenStaffer I originally wrote today's post for Intradiem.

Multichannel 43

Multichannel Customer effort Airlines Education 43

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”. Provide personal and proactive social customer support.

Omni-channel support 38

Omni-channel support Customer Service Customer Experience Multi-channel support 38

COPC

MAY 16, 2018

For instance, would customers rather be placed on hold for a live person, be placed in a call-back queue, or be transferred to an IVR system to self-service? Turning to specific results from CXMB Series research, since 2015, consumers have been asked about their assisted versus unassisted interaction preferences. Customer feedback.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42

RichCall

SEPTEMBER 13, 2017

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. personalization. In fact this number increased from 67% in 2012 to 84% in 2015. According to Teresa Cottam , by 2025, three key concepts will come together to create a new customer paradigm: the demand for personalization.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Comm100

NOVEMBER 13, 2022

Customers now use an average of nine different channels to connect with companies, and they expect the support they receive on these channels to be fast, convenient and personalized. This access to information doesn’t just help the agent to respond faster – it also empowers the agent to deliver more helpful and personalized support.

Customer Service 92

Customer Service Multichannel Chatbots Healthcare 92

Comm100

AUGUST 23, 2018

Multichannel” and “omnichannel” have been buzzwords for years now. In 2015, Amazon began offering free one-day shipping in 14 metropolitan areas in the U.S. We have the best specialists in the business — and now, they’ll be able to deliver customer solutions in an even more personal, face-to-face way.”.

Customer Service 40

Customer Service Chatbots Customer centricity Customer Care 40