Customer Interactions

AUGUST 3, 2016

According to a recent report from MyCustomer, “The 10 Marketing Priorities of Customer-Centric Brands: Insight Report 2016,” multichannel customer engagement—customer journeys that span mobile, voice call, web-based, in-person and other interactions—is no longer the exception, but a “new normal” for today’s customer experience.

Multichannel 42

Multichannel Customer Experience Customer centricity Personalization 42

COPC

JANUARY 3, 2016

Working together, we are surveying consumers about their experiences and perceptions in a multichannel environment. The 2015 Consumer Edition titled, “ The Consumer’s Perspective—Exploring Multichannel Customer Care, ” has just been published and is available for purchase here. In addition to the survey program, COPC Inc.

Multichannel 40

Multichannel Customer Experience Surveys Benchmark 40

Contact Center Pipeline

MARCH 30, 2016

Despite the growing significance placed on analytics skills and a multichannel orientation for contact center leadership, as well as high demand for management and senior-level executives due to reshoring, findings from TeleManagement Search’s 2016 annual salary report revealed that base salaries for these functions have remained relatively flat, says (..)

Multichannel 100

Multichannel Management Contact Center Analytics 100

Kayako

JANUARY 14, 2016

The Customer Support State of the Profession Report 2016 surveyed 116 individuals, with respondents ranging from support agents to VPs of support and CEOs. Reducing customer effort and multichannel support represent the biggest challenges facing support professionals today, and what this means for the future of the industry.

Customer Support 46

Customer Support Multichannel Surveys Customer effort 46

Anexa BPO

OCTOBER 11, 2022

In only the past five years, the number of channels that B2B buyers use has doubled, from 5 in 2016 to 10 in 2021. Let’s take a look at some of the factors involved in successfully transitioning from the multichannel model to a fully integrated omnichannel model.

B2B 52

B2B Multichannel Business Process Outsourcing outsourcing 52

Eptica

OCTOBER 7, 2016

Date: Friday, October 7, 2016 7 key issues that are holding back digital transformation in insurance. Published on: October 07, 2016. To find out how they are performing, the 2016 Eptica Insurance Multichannel Customer Experience Study evaluated 100 U.S. To find out more, take a look at an infographic of key findings.

Multichannel 79

Multichannel Contact Center Best practices Customer Service 79

Eptica

OCTOBER 14, 2016

Date: Friday, October 14, 2016 What customers want this Christmas when it comes to service. Published on: October 14, 2016. over the course of 2016 holiday shopping season in the US, hitting $655.8 over the course of 2016 holiday shopping season in the US, hitting $655.8

Multichannel 65

Multichannel Sales Customer Service Customer Experience 65

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

OCTOBER 19, 2016

Date: Wednesday, October 19, 2016 Falling through the gaps – email and the insurance industry. Published on: October 19, 2016. Share this page on: Tweet.

Multichannel 75

Multichannel Government Best practices Technology 75

Eptica

OCTOBER 26, 2016

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Published on: October 26, 2016. The resulting UK Contact Centre Decision-Makers' Guide 2016 is a comprehensive study of all aspects of the contact center industry including performance, operations, technology and HR. Share this page on: Tweet.

Contact Center 71

Contact Center Multichannel Self service Surveys 71

TechSee

APRIL 10, 2018

Driven by a need to improve the ever-evolving customer experience at scale, the customer care industry is rapidly moving to more digital, multichannel, self service first, automated service practices. By 2021, Gartner estimates the market will increase in size to approximately $46 billion. Capturing the opportunity.

Call Center 140

Call Center Technology outsourcing Self service 140

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

Eptica

SEPTEMBER 28, 2016

Date: Wednesday, September 28, 2016 Why making it memorable is key to customer experience success. Published on: September 28, 2016. This concept of the importance of memory is the central theme of the 2016 KPMG Nunwood Customer Experience Excellence study. Share this page on: Tweet.

Customer Experience 60

Customer Experience Multichannel Surveys Customer Service 60

Eptica

NOVEMBER 30, 2016

Date: Wednesday, November 30, 2016 The push for mobile customer service. Published on: November 30, 2016. Multichannel A smartphone provides a way of accessing a whole range of channels. Author: Gokcen Onur The rise of the smartphone has transformed how people interact with each other, brands and the world around them.

Customer Service 72

Customer Service Multichannel Personalization Sales 72

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. Share this page on: Tweet.

Multichannel 50

Multichannel Self service Advertising Surveys 50

Eptica

NOVEMBER 29, 2017

In the UK just under 50% of brands saw their scores drop , with even high-performing companies not improving from 2016. These findings echo the results of the 2017 Eptica Multichannel Customer Conversation Study , which was carried out in the UK and France. In 2016 the corresponding figures were 48% and 45% respectively.

Customer Experience 49

Customer Experience Multichannel Surveys Marketing 49

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

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

JULY 27, 2016

Date: Wednesday, July 27, 2016 Is customer service investment actually delivering? Published on: July 27, 2016. Author: Pauline Ashenden Despite the rising importance of customer service on both sides of the Atlantic, the UK is widely seen as lagging the United States when it comes to the experience that companies deliver.

Multichannel 50

Multichannel Customer Service Airlines Contact Center 50

Eptica

OCTOBER 28, 2016

Date: Friday, October 28, 2016 Turning service into sales with chat. Published on: October 28, 2016. It deployed Eptica’s software to provide multilingual, multichannel customer service, including across the chat channel. Share this page on: Tweet.

Sales 79

Sales Multichannel Abandon rate Upselling 79

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 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Published on: September 21, 2016. Be truly multichannel Traditionally, insurance was a paper and telephone based industry, but the pervasiveness of digital technology in daily life, has dramatically changed consumer expectations.

Multichannel 60

Multichannel Transportation Benchmark Self service 60

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

Eptica

NOVEMBER 16, 2016

Date: Wednesday, November 16, 2016 How does customer experience affect sales growth? Published on: November 16, 2016. In 2016 this initial study was expanded , examining company CX and sales performance for companies in the same five sectors between 2010 and 2015. Share this page on: Tweet.

Sales 54

Sales Customer Experience Multichannel Airlines 54

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

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

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.

Customer Service 75

Customer Service Multichannel Self service Surveys 75

Eptica

NOVEMBER 14, 2016

Date: Monday, November 14, 2016 Are insurers embracing social customer service? Published on: November 14, 2016. As part of the recent Eptica Insurance Multichannel Customer Experience Study , 100 leading U.S. Insurers and social media Given its importance, how are companies faring? Share this page on: Tweet.

Customer Service 68

Customer Service Multichannel Service level Customer Experience 68

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. Share this page on: Tweet.

Customer centricity 73

Customer centricity Multichannel Technology Customer Experience 73

Eptica

JUNE 7, 2017

Insurers are struggling to cope with volume of queries The study reveals that insurers in the study managed to answer only half (49%) of all customer queries (compared with 70% in 2016). In all 68% of queries did not receive a satisfactory reply - a large rise compared to 47% in 2016. The result?

Multichannel 49

Multichannel Marketing Personalization Surveys 49

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

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Author: Pauline Ashenden One of the most talked about current trends in customer experience is the rise of chatbots , with many companies investigating using them to interact with customers on messaging apps.

Chatbots 78

Chatbots Multichannel Self service Contact Center 78

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. Author: Laurence Chami Organizations today receive a growing number of incoming emails and social media messages from consumers. Share this page on: Tweet.

Customer Service 71

Customer Service Multichannel Self service Contact Center 71

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

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

JANUARY 25, 2017

compared to January 2016, marking the fourth straight improvement in results. since January 2016), while at the foot of the table Telecommunications & Media rose by 1.0 compared to January 2016, marking the fourth straight improvement in results. Overall, consumer satisfaction has risen to 77.8, out of 100 (up 0.5

Multichannel 51

Multichannel Customer Service Automotive Telecommunications 51

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