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

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. Only be embracing digital channels and ensuring that they are delivering a fast, seamless and personal experience will they be able to thrive in this new, multichannel world.

Banking 85

Banking Multichannel Customer Experience Finance 85

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%.

Multichannel 76

Multichannel Customer Service Brand ambassadors Self service 76

Eptica

NOVEMBER 18, 2015

Date: Wednesday, November 18, 2015 The state of UK email customer service. Published on: November 18, 2015. Deflect what you can Minimise the number of unnecessary emails you get by ensuring that routine information is available online, such as through web self-service systems. Share this page on: Tweet.

Customer Service 75

Customer Service Multichannel Transportation Self service 75

Eptica

OCTOBER 26, 2015

Date: Monday, October 26, 2015 Christmas is coming – is your customer service ready? Published on: October 26, 2015. They value speed and usability, so it is vital that you provide these – answer emails and social media messages quickly, while ensuring that information can be found online through self-service systems.

Multichannel 88

Multichannel Customer Service Contact Center Self service 88

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

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

Vonage

FEBRUARY 23, 2017

However, as this statistic illustrates, 60 percent of customers don’t tolerate poor service under any circumstances. According to The 2015 Global State of Multichannel Customer Service Report , expectations around customer service are increasing. Consumers expect self-service customer support options.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

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. 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

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. 10% fewer companies allowed non-customers to email them compared to 2015. However, performance varied. Share this page on: Tweet.

Multichannel 49

Multichannel Entertainment Customer Service Self service 49

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. Deflect what you can using self-service Many customers don’t have complex questions and just want to find out key information before they make a purchase. Here are three areas to focus on: 1.

Multichannel 74

Multichannel Self service Contact Center Morale 74

NICE inContact

NOVEMBER 12, 2019

How is omnichannel customer service different from (or: better than?) multichannel customer service? Looking at year-over-year industry statistics from the yearly Dimension Data Customer Experience Benchmarking, the number of channels supported has been growing steadily between 2015 and 2017.

Multichannel 54

Multichannel Benchmark Contact Center Self service 54

Eptica

DECEMBER 11, 2015

Date: Friday, December 11, 2015 Festive failings in UK customer service. Published on: December 11, 2015. In this post we will focus on the UK results of the 2015 Eptica Retail Black Friday Customer Experience Study in which there were three main findings: 1. To read more about the US research, simply click here.

Customer Service 49

Customer Service Multichannel Self service Contact Center 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 shift to a mobile first world has a big impact on the customer experience and customer service. Share this page on: Tweet.

Customer Service 56

Customer Service Multichannel Airlines Self service 56

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

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. Share this page on: Tweet. Here’s the breakdown:

Multichannel 51

Multichannel Self service Contact Center Feedback 51

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? Share this page on: Tweet.

Management 78

Management Multichannel Self service Contact Center 78

Eptica

AUGUST 26, 2015

Date: Wednesday, August 26, 2015 Why APAC consumers are the most demanding in the world. Published on: August 26, 2015. This is especially true in Asia-Pacific, with customers demanding better and faster service , across more and more channels, than ever before. Share this page on: Tweet.

Multichannel 59

Multichannel Self service Sales Service level 59

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.

Multichannel 59

Multichannel Customer Service Morale Self service 59

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

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

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 24, 2016

In 2015 he published a report looking at the difference in revenue growth between pairs of similar businesses in five sectors (cable communications, airlines, investments, retail and health insurance). Business success depends on a wide variety of factors and it can be hard to isolate customer experience in dollar figures.

Customer Experience 50

Customer Experience Multichannel Airlines Self service 50

Eptica

AUGUST 5, 2016

Looking through the research, I can see four key trends for CX and customer service professionals to focus on: 1. Overall CX is improving Since the last report in Q3 2015 18% of the 319 brands surveyed had improved their scores significantly. 9% (28 companies) had gained 5 points or more, showing significant progress.

Multichannel 50

Multichannel Wireless Self service Contact Center 50

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. You can download the full Study (in French) here , but these are the top five conclusions: 1. Share this page on: Tweet.

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

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

CSM Magazine

MARCH 7, 2016

The Eptica Multichannel Customer Experience Study, released today, evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via the web as well as their speed and accuracy when responding to email, Twitter, Facebook and chat, repeating research carried out since 2011.

Multichannel 40

Multichannel Entertainment Customer Service Banking 40

Eptica

DECEMBER 9, 2015

Date: Wednesday, December 9, 2015 5 Ways of improving handling times this Christmas. Published on: December 09, 2015. Additionally, while customers are always demanding, the time they are willing to wait for an answer is even shorter at Christmas. Share this page on: Tweet.

Multichannel 50

Multichannel Contact Center Self service Service level 50

Brad Cleveland Blog

MAY 8, 2015

Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. How many organizations are using various contact channels? The questions included both channels supported and the percentage of total contact volume. Here’s a summary of the findings:

Multichannel 20

Multichannel Contact Center Multi-channel support Self service 20

Brad Cleveland Blog

MAY 8, 2015

Recent research (Understanding the Customer Journey, a study conducted by ICMI and LiveOps, 2015) explored channel usage in service settings. How many organizations are using various contact channels? The questions included both channels supported and the percentage of total contact volume. Here’s a summary of the findings:

Multichannel 20

Multichannel Contact Center Multi-channel support Self service 20

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 38

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

NICE inContact

JANUARY 26, 2016

VTBC’s needs led them to select Verizon’s Virtual Contact Center Solution with inContact agent optimization tools in March 2015. Self-service options including voicemail to update mailing information and contact preferences. This article was originally published December 29, 2015 on ICMI. Customer database integration.

Customer Service 48

Customer Service contact center solutions Telecommunications Contact Center 48

RichCall

SEPTEMBER 13, 2017

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. self-service. Self-service. consumers are using web self-service more than assisted service. In fact this number increased from 67% in 2012 to 84% in 2015. of companies. omnichannel.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

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.

Surveys 42

Surveys Journey mapping Customer centricity Entertainment 42

Comm100

NOVEMBER 13, 2022

Omnichannel vs multichannel support. When discussing what is omnichannel customer service , it’s vital to distinguish its differences to multichannel support. Multichannel support can appear similar to omnichannel, but in practice the difference is night and day. The key benefits of omnichannel customer service.

Customer Service 92

Customer Service Multichannel Chatbots Healthcare 92

Sykes

MARCH 5, 2019

engagement solutions and services with an emphasis on inbound multichannel demand generation, customer service and technical support to its clients’ customers. 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