COPC

AUGUST 18, 2016

The Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series brings a host of new content in 2016. >>While the preference for Traditional Care remains strong, there was a slight pullback in 2016. >>Consumer The post 2016 CXMB Series, Consumer Edition appeared first on COPC Inc.

Multichannel 40

Multichannel Benchmark Surveys Customer Care 40

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

Eptica

OCTOBER 26, 2016

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Published on: October 26, 2016. To find out, analyst ContactBabel surveyed 216 UK contact center managers and directors. Reading through the results, six key conclusions stand out: 1. Share this page on: Tweet.

Contact Center 71

Contact Center Multichannel Self service Surveys 71

Eptica

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Can you manage the integration between chatbots and back office systems that enable it to access customer details securely and make changes safely and with a full audit trail? Share this page on: Tweet.

Chatbots 78

Chatbots Multichannel Self service Contact Center 78

COPC

JANUARY 6, 2017

have published an executive summary of the survey results for the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. The CXMB survey focused on where brands stand as they transition from multichannel to omnichannel support for their customers. Execs In The Know and COPC Inc.

Surveys 40

Surveys Multichannel Benchmark Customer Experience 40

COPC

JANUARY 3, 2016

is partnering with Execs In The Know , a global network of customer management professionals, to conduct the fourth annual Customer Experience Benchmarking (CXMB) Series. Working together, we are surveying consumers about their experiences and perceptions in a multichannel environment. In addition to the survey program, COPC Inc.

Multichannel 40

Multichannel Customer Experience Surveys Benchmark 40

Eptica

DECEMBER 9, 2016

Date: Friday, December 9, 2016 What’s the state of European customer service? Published on: December 09, 2016. Author: Neil Cox Wherever they are in the world, consumers have rising expectations when it comes to the experience they receive from brands. But how does it vary between different countries? Share this page on: Tweet.

Customer Service 75

Customer Service Multichannel Surveys Feedback 75

Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. Share this page on: Tweet.

Multichannel 75

Multichannel Customer Service Self service Surveys 75

Global Response

OCTOBER 15, 2024

Many brands may have customer contact or call centers , but not all contact centers are omnichannel contact centers (even if they manage customer support across many channels ). According to a research study by Nemertes Research , omnichannel contact center usage increased from 8% in 2016 to 31% in 2019. Sound a bit confusing?

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

Eptica

NOVEMBER 23, 2016

Date: Wednesday, November 23, 2016 Why you need to take a customer-centric view of digital transformation. Published on: November 23, 2016. By focusing on customer experience management, rather than particular channels, organizations will benefit in three ways: 1. Share this page on: Tweet. Share this page on: Tweet.

Customer centricity 73

Customer centricity Multichannel Technology Customer Experience 73

Eptica

OCTOBER 21, 2016

Date: Friday, October 21, 2016 3 ways for businesses to improve telephone customer service. Published on: October 21, 2016. Author: Derek Lewis In a multichannel world, the telephone is no longer the default choice of consumers when they want to make contact with an organization. Share this page on: Tweet.

Multichannel 65

Multichannel Customer Service Self service Contact Center 65

Serenova

JUNE 24, 2020

What Is the Difference Between a Multichannel Contact Center and an Omnichannel Contact Center? Organizations are increasingly adding multichannel options to their contact centers, including web chat, SMS and social media. The difference between a multichannel contact center and an omnichannel approach is in the integration.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Eptica

AUGUST 5, 2016

Date: Friday, August 12, 2016 Delivering the benefits of knowledge management in customer service. Published on: August 12, 2016. Realizing it needed to change, Domestic & General chose to work with Eptica’s self-learning knowledge base as the basis of Fido, its new knowledge management system.

Customer Service 48

Customer Service Management Multichannel Contact Center 48

Eptica

JULY 29, 2016

Date: Friday, July 29, 2016 The importance of the Knowledge Manager to customer service success. Published on: July 29, 2016. You need to make knowledge a strategic priority by appointing a Knowledge Manager to lead your efforts on an ongoing basis. What does the job of a Knowledge Manager entail?

Management 50

Management Customer Service Multichannel Best practices 50

Serenova

JUNE 24, 2020

What Is the Difference Between a Multichannel Contact Center and an Omnichannel Contact Center? Organizations are increasingly adding multichannel options to their contact centers, including web chat, SMS and social media. The difference between a multichannel contact center and an omnichannel approach is in the integration.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Eptica

NOVEMBER 28, 2016

Date: Monday, November 28, 2016 5 top trends driving customer service. Published on: November 28, 2016. Consequently, successfully managing and sharing knowledge is crucial. Ensuring your company meets their expectations can appear daunting , particularly in highly competitive markets. Share this page on: Tweet.

Customer Service 70

Customer Service Multichannel B2C Marketing 70

Eptica

DECEMBER 14, 2016

Date: Wednesday, December 14, 2016 Delivering the benefits of customer service outsourcing. Published on: December 14, 2016. The figure is continually growing – the value of contracts signed in the UK in the first three quarters of 2016 was up 80% year on year. Share this page on: Tweet.

outsourcing 60

outsourcing Customer Service Multichannel Contact Center 60

Eptica

NOVEMBER 4, 2016

Date: Friday, November 4, 2016 3 ways to extend customer service across the enterprise. Published on: November 04, 2016. Author: Pauline Ashenden When customers deal with your organization, they don’t care which department they are communicating with – they simply want the best possible experience and service.

Enterprise 65

Enterprise Customer Service Multichannel Self service 65

Eptica

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? Published on: March 04, 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.

Multichannel 50

Multichannel Self service Advertising Surveys 50

Eptica

SEPTEMBER 30, 2016

Date: Friday, September 30, 2016 4 ways of raising the profile of customer service in your organization. Published on: September 30, 2016. Given the high profile of NCSW, what better time for your CEO and senior management to learn firsthand what customers are saying about their business? Share this page on: Tweet.

Customer Service 60

Customer Service Multichannel Contact Center Best practices 60

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: 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. However, performance varied.

Multichannel 49

Multichannel Entertainment Customer Service Self service 49

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. To find out more click here.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

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

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. These points are backed up by the latest Eptica Multichannel Customer Experience Study , which highlights that the adoption of chat by UK brands is on an upward curve. Share this page on: Tweet.

Multichannel 49

Multichannel Customer Service Contact Center Surveys 49

Eptica

APRIL 18, 2016

Date: Monday, April 18, 2016 Hanging on for telecoms customer service. Published on: April 18, 2016. Therefore, it is worth comparing the Ofcom figures with the evaluation of telecoms companies carried out as part of the 2016 Eptica UK Multichannel Customer Experience Study. Share this page on: Tweet.

Multichannel 49

Multichannel Customer Service Upselling Customer Experience 49

COPC

JANUARY 28, 2016

Other hot topics are speech analytics, mobile applications, and how multichannel contact centers can ensure that the customer is directed to the best customer service professional to handle their query. It talks about the “ non-trends” for 2016–that is things that don’t change in providing a great customer experience.

Customer Experience 40

Customer Experience Management Multichannel Contact Center 40

Eptica

APRIL 29, 2016

Date: Friday, April 29, 2016 Insurers struggling to connect with customer service. Published on: April 29, 2016. To find out, the Eptica Multichannel Customer Experience Study evaluated their performance when it comes to customer service. How well are the UK’s top insurers meeting these challenges?

Multichannel 48

Multichannel Customer Service Self service Contact Center 48

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”. Every channel has its own strategy and they are managed differently.

Omni-channel support 47

Omni-channel support Customer Experience Customer Service Multi-channel support 47

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. The Global State of Customer Experience 2016 , a new research report from the CX Network, provides some interesting insight into what is happening across the world. over the course of the year.

Customer Experience 54

Customer Experience Multichannel CRM Contact Center 54

COPC

NOVEMBER 3, 2016

and Execs in the Know have published survey results of the 2016 Customer Experience Management Benchmark (CXMB) Series Consumer Edition, which focuses on customer journey insights from the consumer’s perspective. While the preference for Traditional Care remains strong, there was a slight pullback in 2016.

Customer Care 40

Customer Care Surveys Benchmark Customer Experience 40

Eptica

FEBRUARY 23, 2016

Date: Tuesday, February 23, 2016 Why it is time to focus on the customer service journey, not just the touchpoints. Published on: February 23, 2016. The 2016 Eptica UK Multichannel Customer Experience Study will be appearing soon, and we look forward to sharing the results with you. Share this page on: Tweet.

Multichannel 49

Multichannel Customer Service Finance Contact Center 49

Eptica

AUGUST 26, 2016

Date: Friday, August 26, 2016 What do consumers want from brands today? Published on: August 26, 2016. Author: Derek Lewis Companies understand that meeting customer needs is central to business success. Share this page on: Tweet.

Multichannel 49

Multichannel Contact Center Metrics Customer Service 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

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Published on: April 06, 2016. Given their importance, customer experience programs have to be led from the top, with senior management heavily involved and setting a strong strategy for the whole organization to follow. Share this page on: Tweet.

Chief Customer Officer 49

Chief Customer Officer Multichannel Contact Center Marketing 49

Eptica

JULY 22, 2016

Date: Friday, July 22, 2016 6 ways to transform social customer service. Published on: July 22, 2016. Unified and multichannel Treating social media in isolation, away from other channels, leads to inefficiency and gaps in reporting. Share this page on: Tweet.

Multichannel 50

Multichannel Customer Service B2C CRM 50

Eptica

JANUARY 15, 2016

Date: Friday, January 15, 2016 Insurance, the Internet of Things and customer experience. Published on: January 15, 2016. By being able to constantly monitor a connected object, whether it is a car, person or house, insurers are able to access a wealth of data that they can use to manage risk. This has tripled since 2014.

Customer Experience 52

Customer Experience Multichannel CRM Analytics 52

Eptica

SEPTEMBER 1, 2016

Date: Thursday, September 1, 2016 Are you joining the dots when it comes to customer service? Published on: September 01, 2016. Author: Pauline Ashenden Today’s consumers want the freedom and flexibility to make contact using whichever channel they choose – and get a fast, helpful response to their query.

Multichannel 48

Multichannel Customer Service Customer Experience Management 48