Eptica

JULY 22, 2016

Date: Friday, July 22, 2016 6 ways to transform social customer service. Published on: July 22, 2016. Author: Neil Cox Social media has fundamentally changed the relationship between customers and brands , providing consumers with a mouthpiece to share their feedback with people across the world. Share this page on: Tweet.

Multichannel 50

Multichannel Customer Service B2C CRM 50

Eptica

AUGUST 5, 2016

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. Share this page on: Tweet.

Multichannel 50

Multichannel Wireless Self service Contact Center 50

Eptica

MARCH 8, 2016

Date: Wednesday, March 9, 2016 The importance of integrating Twitter into customer service. Published on: March 09, 2016. Deliver a multichannel service Consumers want to be able to use multiple channels to communicate with a company – often switching between them during the same interaction.

Multichannel 50

Multichannel Customer Service Airlines CRM 50

Eptica

JULY 15, 2016

Date: Friday, July 15, 2016 How to embrace change and become a customer-adaptive enterprise. Published on: July 15, 2016. And it becomes easier to monitor and measure (and find ways to improve) interactions and the customer experience even when they are complex, multichannel interactions. Share this page on: Tweet.

Enterprise 54

Enterprise Multichannel Contact Center Technology 54

Eptica

FEBRUARY 17, 2016

Date: Wednesday, February 17, 2016 5 ways to successfully deal with angry customers. Published on: February 17, 2016. Learn from your customers It may not feel it at the time but complaints provide valuable feedback into issues that need to be sorted out. Share this page on: Tweet.

Multichannel 56

Multichannel Contact Center Surveys Customer Service 56

Eptica

SEPTEMBER 7, 2016

Date: Wednesday, September 7, 2016 The importance of understanding language in customer service. Published on: September 07, 2016. Give them the opportunity to provide feedback on the answers within your knowledge base , and encourage their participation by rewarding the most industrious. Share this page on: Tweet.

Customer Service 49

Customer Service Multichannel Self service Contact Center 49

Eptica

AUGUST 4, 2016

Date: Friday, August 5, 2016 7 ways to harness chat for improved customer service. Published on: August 05, 2016. There are many options for those companies looking to implement chat as part of their multichannel customer service infrastructure. This is because it delivers major benefits to both consumers and companies.

Customer Service 50

Customer Service Multichannel Technical Support Wait times 50

Eptica

FEBRUARY 8, 2017

No wonder that in 2016 Gartner research CEOs listed customer experience as their second biggest priority, directly behind business growth. This workflow should extend beyond the customer service department, making it easy to route relevant questions, queries and feedback to the right person, wherever they are in the organization.

Multichannel 52

Multichannel Metrics Customer Experience Marketing 52

Eptica

MAY 18, 2016

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Published on: May 18, 2016. They need access to centralized knowledge that can be easily updated based on their feedback, a straightforward user interface and joined-up systems that let them do their job quickly and easily. Share this page on: Tweet.

Contact Center 51

Contact Center Multichannel Average Handle Time Scripts 51

Eptica

JULY 29, 2016

Date: Friday, July 29, 2016 The importance of the Knowledge Manager to customer service success. Published on: July 29, 2016. Create feedback loops that enable you to listen and learn from your users and customers. Every project needs to show that it delivers return on investment and helps improve company performance.

Management 50

Management Customer Service Multichannel Best practices 50

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. Rating capabilities We live in a rating economy, with consumers increasingly expecting the ability to give feedback on the customer experience. Share this page on: Tweet.

Self service 51

Self service Multichannel Contact Center Feedback 51

Eptica

MARCH 16, 2016

Date: Wednesday, March 16, 2016 The importance of emotion to successful customer experiences. Published on: March 16, 2016. Again, linguistic analysis can be used to pick out and group themes in unstructured feedback , enabling you to spot areas where you can improve emotional engagement. Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Metrics Contact Center 49

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Whether it is to make a complaint, give praise or simply provide feedback, people want the human touch when emotion is involved. Share this page on: Tweet.

Customer Service 52

Customer Service Multichannel Self service Contact Center 52

Eptica

AUGUST 5, 2016

Date: Friday, August 12, 2016 Delivering the benefits of knowledge management in customer service. Published on: August 12, 2016. Agents can give feedback and comments on answers, which is then used to improve the content within the knowledge base. Share this page on: Tweet.

Customer Service 48

Customer Service Management Multichannel Contact Center 48

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. Also look to improve your own processes by testing your systems and learn from customer feedback and queries to plug any gaps in the information you provide online. What do they do differently? What can you replicate?

Customer Service 49

Customer Service Multichannel Self service Benchmark 49

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. To do this, have a look at customer service feedback surveys and reports from different channels. AI Will Take a Back Seat.

Customer Service 43

Customer Service Benchmark Multichannel Airlines 43

Eptica

MAY 4, 2016

Date: Wednesday, May 4, 2016 Knowledge – the jewel in the customer service crown. Published on: May 04, 2016. Then keep them on board by letting them provide feedback on answers, helping you fine tune content to continually improve the responses you provide.

Customer Service 49

Customer Service Multichannel Contact Center Self service 49

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. Contact Center and CX Research and Reports. Teresa Cottam. Self-service.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

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. Once they are face-to-face with a customer service representative, these customers can perform operations such as change a flight, share feedback , and more.

Customer Service 41

Customer Service Chatbots Customer centricity Customer Care 41

TechSee

NOVEMBER 20, 2017

A year ago we’ve written an article about leading bot solutions in the market place, as we went to update and looked through the top bot solution of 2016 it became clear we had to address the changes in the chatbot echo system, next wee we will follow up with the update on the bots solution to follow.

Chatbots 117

Chatbots Customer Service Multichannel Scripts 117