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

DECEMBER 2, 2016

Date: Friday, December 2, 2016 Which retailers will thrive this Christmas and beyond? Published on: December 02, 2016. The experience on each touchpoint must therefore be “right for the specific context – and personalized to each customer,” according to the analyst. Share this page on: Tweet.

Multichannel 72

Multichannel Personalization Accountability Customer Experience 72

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. This increases efficiency.

Multichannel 65

Multichannel Customer Service Self service Contact Center 65

Eptica

NOVEMBER 9, 2016

Date: Wednesday, November 9, 2016 Connecting with your customers across APAC. Published on: November 09, 2016. Be personal In return for great experiences, tailored to their needs, today’s consumers are happy to give up more of their personal data, provided it is kept safe and used to improve the service they receive.

Multichannel 72

Multichannel Self service Personalization Customer Experience 72

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

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

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

NOVEMBER 28, 2016

Date: Monday, November 28, 2016 5 top trends driving customer service. Published on: November 28, 2016. On the positive side, digital provides the chance to respond personally and engage with your customers, strengthening relationships and increasing loyalty. That’s a lot of dissatisfied consumers.

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

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. It provides a personal service The interactivity and speed of response means customers are getting a personalized service that addresses their particular issue.

Multichannel 49

Multichannel Customer Service Contact Center Surveys 49

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 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: March 18, 2016. Essentially shoppers want a seamless, easy to use experience that values their time and is personalized to their needs. Author: Pauline Ashenden Retail is one of the most competitive sectors in the economy.

Multichannel 49

Multichannel Entertainment Customer Service Self service 49

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. Share this page on: Tweet.

Customer Experience 52

Customer Experience Multichannel CRM Analytics 52

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.

Multichannel 49

Multichannel Customer Service Finance Contact Center 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

APRIL 13, 2016

Date: Wednesday, April 13, 2016 The move to meaningful conversations in customer experience. Published on: April 13, 2016. This requires customer experience to move from being solely the responsibility of the contact center, to use the skills and knowledge of the whole organization , and has to be multichannel, scalable and flexible.

Multichannel 51

Multichannel Customer Experience Contact Center Customer Service 51

Eptica

JULY 22, 2016

Date: Friday, July 22, 2016 6 ways to transform social customer service. Published on: July 22, 2016. Get it right and provide the personalized, fast response that consumers demand and you will boost engagement. Get it right and provide the personalized, fast response that consumers demand and you will boost engagement.

Multichannel 50

Multichannel Customer Service B2C CRM 50

Eptica

FEBRUARY 12, 2016

Date: Friday, February 12, 2016 Has UK customer service turned a corner? Published on: February 12, 2016. The personal touch in customer service Going beyond the figures, the UKCSI investigated how customer priorities are changing, based on 34 criteria. Share this page on: Tweet.

Multichannel 49

Multichannel Customer Service Banking Contact Center 49

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

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

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. The formula is simple since it mirrors the expectations that today’s shoppers display in their personal lives. In addition, a holistic approach can be a great support to transitioning from multichannel to omnichannel.

B2B 52

B2B Multichannel Business Process Outsourcing outsourcing 52

Eptica

JULY 20, 2016

Date: Wednesday, July 20, 2016 What do millennials expect from customer service? Published on: July 20, 2016. Show empathy and compensate them Millennials want to feel that they are talking to a real person who understands their problem, and will do their best to make them happy again. Share this page on: Tweet.

Customer Service 51

Customer Service Multichannel Self service Personalization 51

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. It can be difficult to join this up but by bringing it together companies can ensure they deliver the fast, personalized service that today’s consumers demand. Share this page on: Tweet.

Multichannel 48

Multichannel Customer Service Customer Experience Management 48

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

JUNE 10, 2016

Date: Friday, June 10, 2016 Adding emotion to the customer experience. Published on: June 10, 2016. What is our organizational personality? Having a well-defined organizational personality also helps shape a culture that focuses on the customer and is shared amongst all staff, guiding their behavior.

Customer Experience 49

Customer Experience Multichannel Contact Center Metrics 49

Eptica

SEPTEMBER 22, 2016

Date: Friday, September 23, 2016 Getting it right first time – the impact on customer service. Published on: September 23, 2016. So ensure you have the workflow in place to immediately escalate such queries to the right person , and make sure you can monitor the interaction until it is satisfactorily resolved.

Customer Service 55

Customer Service Multichannel Self service Contact Center 55

Eptica

FEBRUARY 18, 2016

Date: Friday, February 19, 2016 Transforming insurance customer service: Ageas Retail Intermediary. Published on: February 19, 2016. ARI operates as an insurance intermediary within the personal lines insurance market, with Kwik-Fit Insurance Services (KFIS) as one of its key brands. Share this page on: Tweet.

Multichannel 49

Multichannel Customer Service Contact Center Best practices 49

Eptica

FEBRUARY 17, 2016

Date: Wednesday, February 17, 2016 5 ways to successfully deal with angry customers. Published on: February 17, 2016. Remember that the customer isn’t angry with you as an individual, so don’t take it personally. Share this page on: Tweet.

Multichannel 56

Multichannel Contact Center Surveys Customer Service 56

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

AUGUST 31, 2016

Date: Wednesday, August 31, 2016 Are you joining the dots when it comes to customer service? Published on: August 31, 2016. It can be difficult to join this up but by bringing it together companies can ensure they deliver the fast, personalized service that today’s consumers demand. Share this page on: Tweet.

Customer Service 48

Customer Service Multichannel Customer Experience Management 48

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. A growing proportion of spend is online, and most consumers admitted to splurging in areas such as personal care and alcoholic beverages. Linguistics is one way to deliver this. Share this page on: Tweet.

Multichannel 50

Multichannel Self service Surveys Contact Center 50

Eptica

MAY 18, 2016

Date: Wednesday, May 18, 2016 Meeting the needs of contact center agents. Published on: May 18, 2016. One way to balance consistency and personality is to provide template answers to agents , then allowing them to personalize, based on the individual circumstances of each interaction. Share this page on: Tweet.

Contact Center 51

Contact Center Multichannel Average Handle Time Scripts 51

Eptica

AUGUST 3, 2016

Date: Wednesday, August 3, 2016 Coping with the switch from phone to digital customer service. Published on: August 03, 2016. Author: Pauline Ashenden Everyone knows that we live in a multichannel world, but how is this impacting companies on the ground? Share this page on: Tweet.

Multichannel 51

Multichannel Customer Service Self service Contact Center 51

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. When the customer wants to interact on an emotional level Self-service systems provide information but they obviously don’t let consumers engage with a person. Share this page on: Tweet.

Customer Service 52

Customer Service Multichannel Self service Contact Center 52

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

FEBRUARY 1, 2017

Régine, you gave a fascinating speech at the Eptica 2016 Customer Day , looking at how digital transformation is impacting consumer behavior and expectations. Before, when there was only a single channel, the person that received the query was obliged to find a solution to the customer’s problem. Share this page on: Tweet.

Technology 58

Technology Multichannel Employee engagement Chatbots 58

Eptica

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. You can also use workflow that analyzes incoming queries and automatically routes them to the best available person within the organization, along with a suggested template answers. Share this page on: Tweet.

Technology 49

Technology Multichannel Self service Contact Center 49