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

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

MARCH 16, 2016

Date: Wednesday, March 16, 2016 The importance of emotion to successful customer experiences. Published on: March 16, 2016. The problem for brands is that traditional customer experience metrics tend to ignore the emotional part of a transaction. Define metrics, and create a benchmark linked to your key business objectives.

Customer Experience 49

Customer Experience Multichannel Metrics Contact Center 49

Eptica

MAY 18, 2016

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Published on: May 18, 2016. Author: Anne-Merete Jensen Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents. Share this page on: Tweet.

Contact Center 51

Contact Center Multichannel Average Handle Time Scripts 51

Eptica

DECEMBER 16, 2016

Date: Friday, December 16, 2016 Why emotion is central to driving customer loyalty. Published on: December 16, 2016. The factors holding back emotional experience The problem probably stems from the fact that traditional customer experience metrics tend to ignore the emotional aspect of transactions. Share this page on: Tweet.

Multichannel 49

Multichannel Metrics Benchmark Contact Center 49

CSR Inc.

JANUARY 8, 2017

Emphasis on Quality Metrics Forget call length , call outcomes will continue to matter more than ever as the customer experience train picks up speed. Metrics matter, and they must align with company objectives in order to deliver value. The difference between multichannel and omnichannel? In one word: integration.

Call Center 48

Call Center Multichannel call center workforce Gamification 48

Eptica

JUNE 10, 2016

Date: Friday, June 10, 2016 Adding emotion to the customer experience. Published on: June 10, 2016. Emotion may seem more difficult to measure and respond to than more tangible metrics, but the use of linguistics can give brands the chance to differentiate themselves against competitors. Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Contact Center Metrics 49

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. When choosing new technology look at the impact it will have (backed up by metrics), frequency of use and applicability (the range of uses it will have). What can be built on and what new solutions will you have to deploy?

Customer Experience 49

Customer Experience Chief Customer Officer Multichannel Self service 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. A customer made contact via a particular channel, they received an answer and the company measured success on metrics such as the speed and volume of responses sent. Share this page on: Tweet.

Multichannel 52

Multichannel Metrics Customer Experience Marketing 52

Eptica

JULY 1, 2016

Date: Friday, July 1, 2016 Building a Customer Engagement Hub. Published on: July 01, 2016. Think about how will benefit specific groups within the organization and use this to calculate the metrics and business case to unlock funding. Once it is live measure the internal impact such as increased sales or reduced costs.

Multichannel 50

Multichannel Contact Center APIs Enterprise 50

Eptica

JULY 29, 2016

Date: Friday, July 29, 2016 The importance of the Knowledge Manager to customer service success. Published on: July 29, 2016. Ensuring that knowledge powers your customer service isn’t just about technology – and certainly doesn’t stop when your knowledge base goes live.

Management 50

Management Customer Service Multichannel Best practices 50

Eptica

MAY 3, 2017

Its latest report, Comparing Service Quality , looks at customer satisfaction, complaints and other service metrics with the UK’s largest landline, broadband and mobile providers in 2016. Just 61% of questions were answered online, for example, and response times on Twitter ranged from 21 minutes to nearly 24 hours.

Customer Service 49

Customer Service Wait times Multichannel Self service 49

COPC

AUGUST 4, 2016

It is likely that a multichannel approach, in which the company sends an email or text message first, waits to see whether the customer reads it and responds, and then follows up with a voice call, will become popular, the report concludes. Originally published in the June 2016 issue of CRM magazine. .

Contact Center 40

Contact Center CRM Average Handle Time Multichannel 40

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.

Call Center 40

Call Center Multichannel Contact Center contact center solutions 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. Contact Center and CX Research and Reports. Teresa Cottam. Self-service.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64