Avaya

DECEMBER 1, 2016

According to the Wall Street Journal, 2016 Thanksgiving and Black Friday sales have already accounted for more than $3 Billion in “desktop spending”—aka, e-commerce. Integrate Multichannel Customer Contact into Your Strategy. Drive an Efficient Experience with Skills-Based Routing.

Customer Experience 57

Customer Experience Multichannel Interactive Voice Response Contact Center 57

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

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. However, the transition to this new model isn’t easy, as the findings of the latest Dimension Data Global Contact Center Benchmarking research report indicate. Share this page on: Tweet.

Contact Center 49

Contact Center Call Center Multichannel Self service 49

COPC

MARCH 28, 2017

The 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series was recently released at the Execs In The Know Customer Response Summit held in Las Vegas in February. Only 26% of companies think they are providing a consistent experience when customers engage their companies through a multichannel approach.

Surveys 40

Surveys Multichannel Customer Experience Benchmark 40

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? Published on: January 22, 2016. Three important factors are likely to be playing a role: Multichannel customer service struggles: Companies seem to be struggling to adopt a fast growing number of new customer service channels and technologies.

Customer Service 49

Customer Service Multichannel Benchmark Contact Center 49

COPC

MAY 23, 2016

recently presented at the 2016 CXMB Workshops in San Diego and Toronto, organized by Execs In The Know. and Execs In The Know provided a detailed readout and analysis of the 2015 Customer Experience Management Benchmark (CXMB) survey results, with select findings from both the consumer and corporate editions of the survey.

Surveys 40

Surveys Multichannel Benchmark Customer Experience 40

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

MARCH 16, 2016

Date: Wednesday, March 16, 2016 The importance of emotion to successful customer experiences. Published on: March 16, 2016. Define metrics, and create a benchmark linked to your key business objectives. Author: Neil Cox At heart, humans are social beings. Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Metrics Contact Center 49

Eptica

DECEMBER 16, 2016

Date: Friday, December 16, 2016 Why emotion is central to driving customer loyalty. Published on: December 16, 2016. Author: Steve Nattress There are multiple factors that feed into the customer experience. For example, people want answer fast answers – in the U.S. Share this page on: Tweet.

Multichannel 49

Multichannel Metrics Benchmark Contact Center 49

Eptica

MAY 11, 2016

Date: Wednesday, May 11, 2016 Moving off the customer service treadmill. Published on: May 11, 2016. This can seem daunting, but a good way is to benchmark yourself against your competitors, and also organizations that are well-known for the excellent service they provide. What do they do differently? What can you replicate?

Customer Service 49

Customer Service Multichannel Self service Benchmark 49

Eptica

FEBRUARY 26, 2016

Date: Friday, February 26, 2016 How are retailers working to improve customer experience? Published on: February 26, 2016. It also emphasizes the need to benchmark against competitors. Author: Robin Tandon Customer experience is important to every industry, but particularly vital for retail. Share this page on: Tweet.

Customer Experience 50

Customer Experience Multichannel Benchmark Banking 50

Comm100

DECEMBER 22, 2016

We hope your customer service department saw a lot of improvements in 2016. Despite developments in 2016, human interaction will still take precedent over AI. Source: Multichannel Merchant. 2016 saw Microsoft chatbot, Taytweets, spiral out of control. Free Download] 2016 Live Chat Benchmark Report.

Customer Service 43

Customer Service Benchmark Multichannel Airlines 43

RichCall

SEPTEMBER 13, 2017

Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. Global Contact Centre Benchmarking Report, Dimension Data 2017.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

Eptica

NOVEMBER 16, 2017

I use it all the time as one of my benchmarks of where the industry is really at as opposed to the type of research that simply asks what customers expect and what brands intend to provide which easily lull us into a false sense of progress. This dropped to 8% over three channels and bottomed out at zero consistency over four channels.

Benchmark 55

Benchmark Multichannel Best practices Government 55

COPC

APRIL 14, 2016

Featured Event: April 26, 2016, Phoenix, AZ. IARE 2016 SYMPOSIUM at Hyatt Place Phoenix . Judi is providing an in-depth exploration of the findings from the 2015 Customer Experience Management Benchmark (CXMB) Survey — a joint venture between COPC Inc. Judi Brenstein of COPC Inc. and Execs In The Know. June 27: Las Vegas, NV.

Benchmark 40

Benchmark Journey mapping Airlines Contact Center 40