Eptica

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. The study found that retail customers who engage with companies through a mix of channels generated three times the volume of sales and more than twice the margin of store-only customers.

Multichannel 75

Multichannel Customer Service Self service Surveys 75

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

Global Response

OCTOBER 15, 2024

According to a research study by Nemertes Research , omnichannel contact center usage increased from 8% in 2016 to 31% in 2019. As the name suggests, multichannel contact centers can handle customer communication across many channels.

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

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

Sykes

MARCH 18, 2019

While its suite of solutions traditionally focused on post-sales support, the portfolio now extends across the entire customer lifecycle, from marketing to sales to care. engagement solutions and services with an emphasis on inbound multichannel demand generation, customer service and technical support to its clients’ customers.

Technical Support 16

Technical Support outsourcing Enterprise Business Process Outsourcing 16

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

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

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. Where touchpoints don’t meet Take the process of onboarding a new customer, this obviously involves a range of departments, from sales, support, finance and marketing.

Multichannel 49

Multichannel Customer Service Finance Contact Center 49

Anexa BPO

OCTOBER 11, 2022

As with most other business models, B2B companies were hit hard by the pandemic and were forced to pivot to a remote model while sales reps were confined to their home offices. In only the past five years, the number of channels that B2B buyers use has doubled, from 5 in 2016 to 10 in 2021.

B2B 52

B2B Multichannel Business Process Outsourcing outsourcing 52

Sykes

MARCH 5, 2019

The report emphasized SYKES’ serious investments in digital capability to expand their solutions across the entire customer lifecycle — from the digitization of business processes to marketing, sales and care. Its Americas and EMEA regions primarily provide customer?engagement

Marketing 75

Marketing Technical Support Enterprise Transportation 75

Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Published on: January 08, 2016. In total, online sales grew by 20% between Black Friday and Christmas Eve. 33% of shoppers bought using their smartphones over the Thanksgiving/Black Friday period , with sales up 70% from 2014.

Customer Experience 49

Customer Experience Multichannel Self service Contact Center 49

Eptica

APRIL 5, 2016

Date: Wednesday, April 6, 2016 Where are the UK’s Chief Customer Officers? Published on: April 06, 2016. Author: Pauline Ashenden The combination of growing competition and more demanding consumers means that customer experience is now recognized by businesses everywhere as crucial for success. Share this page on: Tweet.

Chief Customer Officer 49

Chief Customer Officer Multichannel Contact Center Marketing 49

Eptica

JUNE 7, 2017

McKinsey estimates that CX leaders in the insurance market are 80% more likely to retain customers, and have been able to grow sales at double the rate of CX laggards. In all 68% of queries did not receive a satisfactory reply - a large rise compared to 47% in 2016. New research from Eptica backs this up. The result?

Multichannel 49

Multichannel Marketing Personalization Surveys 49

Eptica

MARCH 23, 2016

Date: Wednesday, March 23, 2016 Bridging the gap between purchase and service. Published on: March 23, 2016. In my opinion, this failure to take a holistic view of post-sales service has two main causes: 1. Author: Chris Eideh For the majority of us, buying something that we really want gives us an emotional buzz.

Multichannel 50

Multichannel Sales CRM Customer Service 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. This can support complete transparency so that agents in the contact center or field sales representatives are be able to answer questions such as ‘What’s the likely delivery date of my order?”

Enterprise 54

Enterprise Multichannel Contact Center Technology 54

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”. HubSpot Support (@HubSpotSupport) December 29, 2016. PBwiUbyDOv ). -KG.

Omni-channel support 38

Omni-channel support Customer Experience Customer Service Multi-channel support 38

Eptica

JUNE 29, 2016

Date: Wednesday, June 29, 2016 Is a lack of consistency letting your customer service down? Published on: June 29, 2016. Companies need to integrate their systems to give agents a complete multichannel picture of each customer’s journey. Share this page on: Tweet.

Multichannel 50

Multichannel Customer Service Finance Self service 50

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

JULY 13, 2016

Date: Wednesday, July 13, 2016 Overcoming the challenges of digital customer service. Published on: July 13, 2016. A better customer experience and consequent increase in loyalty and sales. The result? Share this page on: Tweet.

Customer Service 50

Customer Service Multichannel Contact Center Self service 50

Fonolo

JANUARY 9, 2018

Research firm Ovum released a new edition of their great report, “Selecting a Multichannel Cloud Contact Center”. In 2016, Avaya announced a partnership with Google on this front, but it’s not clear how productive that was.). You can grab it here , sponsored by our good friends at Genesys. Some questions to ponder.

Call Center 65

Call Center Multichannel APIs Contact Center 65

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. By making it easy for customers to find answers to their questions online, or via mobile apps, companies can reduce the effort and time that consumers need to put in, boosting engagement and sales.

Self service 51

Self service Multichannel Contact Center Feedback 51

Talkdesk

JULY 26, 2016

From marketing to customer service to sales strategy, omnichannel is the latest, greatest buzzword. Let’s see what we found: What’s the Difference Between Omnichannel and Multichannel Customer Support? Multichannel support” is sometimes used interchangeably with “omnichannel support”. — SAP (@SAP) July 15, 2016.

Multichannel 40

Multichannel Analytics Customer Support Customer Service 40

Eptica

MARCH 16, 2016

Date: Wednesday, March 16, 2016 The importance of emotion to successful customer experiences. Published on: March 16, 2016. Prove the value of emotion Senior managers are used to seeing metrics that link directly to business objectives, whether that is customer retention, sales or efficiency. Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Metrics Contact Center 49

Eptica

DECEMBER 23, 2015

For retailers, the gap between fulfilling last minute orders and the start of the sales is now measured in hours, while consumer electronics manufacturers have to be ready to deal with any queries from customers trying to get their new gadgets up and running. Share this page on: Tweet. Share this page on: Tweet.

Customer Service 49

Customer Service Multichannel Contact Center Best practices 49

Eptica

JULY 1, 2016

Date: Friday, July 1, 2016 Building a Customer Engagement Hub. Published on: July 01, 2016. Once it is live measure the internal impact such as increased sales or reduced costs. Author: Pauline Ashenden Delivering a seamless, high quality customer experience is extremely complex. Share this page on: Tweet.

Multichannel 50

Multichannel Contact Center APIs Enterprise 50

Eptica

FEBRUARY 26, 2016

Date: Friday, February 26, 2016 How are retailers working to improve customer experience? Published on: February 26, 2016. While customers may find it more convenient to pick up deliveries in-store, for retailers there is the potential to generate further sales when the customer sees what else is on offer on store.

Customer Experience 50

Customer Experience Multichannel Benchmark Banking 50

CSR Inc.

APRIL 30, 2017

2016 blogpost at Playvox: Microsoft’s 2016 State of Multichannel Customer Service Report found that 64% of people polled use live chat for customer support on a regular basis. Agents should share features & benefits that are directly applicable to the customer in order to cement your Sales or Save efforts. From a Dec.

Customer Service 48

Customer Service Multichannel Customer Support Call Center 48

CSM Magazine

MARCH 7, 2016

The Eptica Multichannel Customer Experience Study, released today, evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via the web as well as their speed and accuracy when responding to email, Twitter, Facebook and chat, repeating research carried out since 2011.

Multichannel 40

Multichannel Entertainment Customer Service Banking 40

Talkdesk

APRIL 26, 2016

This encompasses all touch points, from marketing to sales, success to support. Olivier Njamfa explored the same topic that I did, using France and the UK for comparison and instead of an interview, he looked at multichannel customer experience statistics. 50 Leading Customer Experience Conferences and Events to Attend in 2016.

Customer Experience 40

Customer Experience Multichannel Engineering Customer retention 40

CSM Magazine

APRIL 26, 2018

Not being on hand to answer queries in the fast-paced world of online shopping results, pure and simple, in lost sales and lost customers. This has to be backed up with multichannel support through phone, chat and email, at the very least during the busiest times for site visits and sales. The effects are plain to see.

Banking 40

Banking Multichannel Airlines Sales 40

CSM Magazine

DECEMBER 2, 2015

Despite record UK sales of £1.1 This is according to new research from multichannel customer engagement software provider Eptica. Black Friday 2015 may have seen record sales, but it has not been matched by the high levels of service that consumers demand,” said Olivier Njamfa, CEO and co-founder of Eptica.

Customer Experience 40

Customer Experience Multichannel Sales Service level 40

COPC

AUGUST 4, 2016

In the past, “outbound” contact centers were a four-letter word to many customers and staff as the focus was almost exclusively on sales and collections calls. Originally published in the June 2016 issue of CRM magazine. . There is “widespread acknowledgement that inbound and outbound activities are not mutually exclusive.

Contact Center 40

Contact Center CRM Average Handle Time Multichannel 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. Wade Wiant , Vice President of Sales and Channels at Mediu. However, in 2016 Forrester has already reported that.

Contact Center 64

Contact Center Technology Benchmark Chatbots 64

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

UJET

AUGUST 6, 2019

percent of all online retail spend in the country, and five percent of all retail sales.”. Mobile shopping grew 70% from 2016-2018 in the United States. Online ordering, with an in-store pickup, is an option that many businesses offer, but this is in reaction to online retailers like Amazon, who account for “ 49.1

Customer Support 78

Customer Support Chatbots Interactive Voice Response Entertainment 78

Comm100

AUGUST 23, 2018

Multichannel” and “omnichannel” have been buzzwords for years now. In a way, each whipped the customer service industry into a frenzy when they came about, prompting the sale of products that would help companies remain relevant by establishing more and more ways of communicating with customers. billion U.S. Source: GeekWire.

Customer Service 41

Customer Service Chatbots Customer centricity Customer Care 41