Eptica

FEBRUARY 12, 2016

Date: Friday, February 12, 2016 Has UK customer service turned a corner? Published on: February 12, 2016. The utility industry has the fastest improving scores when it comes to customer satisfaction, while banks and building societies dropped by 0.4 Wales has the happiest customers , scoring 78.6, Share this page on: Tweet.

Multichannel 49

Multichannel Customer Service Banking Contact Center 49

Eptica

MARCH 11, 2016

Date: Friday, March 11, 2016 How good are UK brands at email customer service? Published on: March 11, 2016. However, UK brands are struggling to cope with the emails they receive , with performance overall worsening according to the latest Eptica Multichannel Customer Experience Study. There are over 4.35

Multichannel 49

Multichannel Customer Service Banking Metrics 49

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 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.

Multichannel 49

Multichannel Customer Experience Transportation Self service 49

Eptica

JANUARY 27, 2016

Date: Wednesday, January 27, 2016 Social customer service – why it is a continuous journey. Published on: January 27, 2016. However there is a fine line between delivering this and overstepping the mark and being too informal , particularly in industries such as banking or government. Share this page on: Tweet.

Customer Service 50

Customer Service Multichannel Contact Center Government 50

Eptica

NOVEMBER 1, 2017

That’s one of the main conclusions of the 2017 Eptica Multichannel Customer Conversation Study. Overall performance is worsening Companies could only answer 44% of routine questions asked on the web, email, Twitter and Facebook, down from 49% in 2016. Six key takeaways from this year’s research are: 1.

Customer Experience 49

Customer Experience Multichannel Benchmark Advertising 49

Eptica

JUNE 29, 2016

Date: Wednesday, June 29, 2016 Is a lack of consistency letting your customer service down? Published on: June 29, 2016. For example, in the Banking sector, while 70% provided an answer via Twitter, only 10% provided an answer via email and 30% via Facebook. Share this page on: Tweet.

Multichannel 50

Multichannel Customer Service Finance Self service 50

Fonolo

JANUARY 9, 2018

Research firm Ovum released a new edition of their great report, “Selecting a Multichannel Cloud Contact Center”. Global bank ING used Twilio to replace a legacy Avaya call center. In 2016, Avaya announced a partnership with Google on this front, but it’s not clear how productive that was.). Who is AWS-Powered?

Call Center 65

Call Center Multichannel APIs Contact Center 65

Eptica

NOVEMBER 27, 2015

That’s why Forrester predicts that getting it right on these ‘mobile moments’ will be critical for companies in 2016. This means that most time spent on mobile phones flows through big brands such as Amazon, Google, Apple and Facebook, with banks, retailers and travel apps only taking 10-15%.

Customer Experience 51

Customer Experience Multichannel Advertising Banking 51

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Customers expect the same slick and seamless service from their bank or utility as they receive from an online retailer, and have little tolerance if they don’t get it. Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Banking Consulting 49

Eptica

FEBRUARY 26, 2016

Date: Friday, February 26, 2016 How are retailers working to improve customer experience? Published on: February 26, 2016. And a Japanese retail bank boasts a foot high humanoid robot that uses a variety of applications to enable it to greet visitors, guide them to the right place and answer their questions.

Customer Experience 50

Customer Experience Multichannel Benchmark Banking 50

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. very same query on email.

Multichannel 40

Multichannel Entertainment Customer Service Banking 40

CSM Magazine

APRIL 26, 2018

Retail banking was the second highest rated, with 24% giving banks an excellent score in this area, followed by hotels at 23%. This has to be backed up with multichannel support through phone, chat and email, at the very least during the busiest times for site visits and sales.

Banking 40

Banking Multichannel Airlines Sales 40

UJET

AUGUST 6, 2019

Finance apps unchained customers from visiting banks. Mobile shopping grew 70% from 2016-2018 in the United States. Industries are seeing incentives to integrate technology quickly. Now, customers can deposit checks, transfer funds, and pay bills all from their device.

Customer Support 78

Customer Support Chatbots Interactive Voice Response Entertainment 78

Livepro

JULY 17, 2018

His involvement in both inbound and outbound processes includes centres serving the energy, IT, banking, airlines, telecommunications, government, collections, credit card and insurance industries. Topic: ‘Demystifying multichannel customer experience’ Lyn Trewenack is the national consulting director for BBB Advisory.

Transportation 40

Transportation Government Multichannel Consulting 40

RichCall

SEPTEMBER 13, 2017

ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Dimension Data’s 2016 Global Contact Centre Benchmarking Report, © Dimension Data 2013-2016. However, in 2016 Forrester has already reported that. I’ve seen several big wins in the banking industry.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Eptica

MARCH 2, 2016

Date: Wednesday, March 2, 2016 The importance of trust to the customer experience. Published on: March 02, 2016. That’s proven by the results of the 2016 Harris Reputation Quotient , which asked 23,000 consumers to rate the reputations of 100 top companies. Share this page on: Tweet.

Customer Experience 60

Customer Experience Multichannel Entertainment Advertising 60

Comm100

AUGUST 23, 2018

Multichannel” and “omnichannel” have been buzzwords for years now. Their total customer count is over 310 million active customers – a number that was last reported in 2016. Customers have hailed Eno as an easy and convenient time-saver , allowing them to perform banking options on the go. billion U.S. Source: GeekWire.

Customer Service 45

Customer Service Chatbots Customer centricity Customer Care 45