COPC

NOVEMBER 3, 2016

According to the latest edition of the CXMB Consumer Survey. 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. Each year COPC Inc.

Customer Care 40

Customer Care Surveys Benchmark Customer Experience 40

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.

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

DECEMBER 9, 2016

Date: Friday, December 9, 2016 What’s the state of European customer service? Published on: December 09, 2016. To find out Engage Business Media recently surveyed over 3,000 consumers in six European countries (the UK, France, the Netherlands, Germany, Italy and Sweden). But how does it vary between different countries?

Customer Service 75

Customer Service Multichannel Surveys Feedback 75

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

SEPTEMBER 16, 2016

Date: Friday, September 16, 2016 Balancing investment between digital and traditional customer service. Published on: September 16, 2016. According to the eleventh annual Accenture Global Consumer Pulse Survey , 71% of British consumers prefer dealing with human beings (rather than technology) when looking for advice.

Customer Service 75

Customer Service Multichannel Self service Surveys 75

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.

Multichannel 49

Multichannel Customer Service Contact Center Surveys 49

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

NOVEMBER 29, 2017

These results are based on a survey of over 27,000 European consumers, who were asked for their opinions on 96 brands. In the UK just under 50% of brands saw their scores drop , with even high-performing companies not improving from 2016. In 2016 the corresponding figures were 48% and 45% respectively. Share this page on: Tweet.

Customer Experience 49

Customer Experience Multichannel Surveys Marketing 49

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

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

JUNE 7, 2017

The bad news for the industry, however, is that Eptica’s study, which combined a survey of 1,000 consumers with an evaluation of the customer service capabilities of 20 leading UK insurers through the web, email, Twitter and Facebook - found that the customer experience across digital channels is actually deteriorating. The result?

Multichannel 49

Multichannel Marketing Personalization Surveys 49

Eptica

MARCH 31, 2016

Date: Thursday, March 31, 2016 Websites lead the way for UK customer service. Published on: March 31, 2016. According to the latest Eptica Multichannel Customer Experience Study , the good news is that most companies understand this, with the web remaining the strongest channel for providing accurate answers to consumer queries.

Multichannel 49

Multichannel Customer Service Entertainment Banking 49

Eptica

AUGUST 5, 2016

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. Share this page on: Tweet.

Multichannel 50

Multichannel Wireless Self service Contact Center 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

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

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

Eptica

JULY 22, 2016

Date: Friday, July 22, 2016 6 ways to transform social customer service. Published on: July 22, 2016. 85% of consumers we questioned expect an answer on Facebook within 6 hours yet the retailers we surveyed took an average of over a full day to respond (over 27 hours on average). Our own research backs this up.

Multichannel 50

Multichannel Customer Service B2C CRM 50

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. of the survey respondents.

Customer Experience 54

Customer Experience Multichannel CRM Contact Center 54

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

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Published on: February 03, 2016. The industry survey suggests that while digital channels currently account for over 35% of all contact center interactions they will overtake voice based interactions in two years’ if current trends continue.

Contact Center 49

Contact Center Call Center Multichannel Self service 49

Eptica

JULY 8, 2016

Date: Friday, July 8, 2016 Delivering what US consumers want. Published on: July 08, 2016. So, McKinsey’s recent US Customer Sentiment Survey should be required reading for anyone involved in customer experience. Share this page on: Tweet.

Multichannel 50

Multichannel Self service Surveys Contact Center 50

Lumoa

JUNE 23, 2021

According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022. Artificial Intelligence Ever since 2016, the continuous advancements in technology have culminated in a disruption of contact centers on an industrial scale.

Cloud contact 78

Cloud contact Interactive Voice Response Contact Center Chatbots 78

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

MAY 27, 2016

Date: Friday, May 27, 2016 Narrowing the gap between US and UK customer experience. Published on: May 27, 2016. That’s the stark finding from new research from KPMG Nunwood, based on a survey of 7,500 US consumers covering 243 brands across 10 sectors. Share this page on: Tweet.

Chief Customer Officer 49

Chief Customer Officer Customer Experience Multichannel Finance 49

Eptica

SEPTEMBER 9, 2016

Date: Friday, September 9, 2016 Can you afford to lose half your customers? Published on: September 09, 2016. 78% of consumers surveyed by Eptica ranked replies that failed to answer their question as one of their top two biggest frustrations when dealing with brands. Using linguistics technology can bridge this gap.

Multichannel 49

Multichannel Self service Wait times Technology 49

Eptica

FEBRUARY 17, 2016

Date: Wednesday, February 17, 2016 5 ways to successfully deal with angry customers. Published on: February 17, 2016. In fact, 61% of agents surveyed by Eptica said they found it difficult to understand the language used by customers , with 32% saying it was hard to recognize anger or upset in digital communications.

Multichannel 56

Multichannel Contact Center Surveys Customer Service 56

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

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. From a Dec.

Customer Service 48

Customer Service Multichannel Customer Support Call Center 48

Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. The report is based on a survey of 221 UK contact centre managers working across 11 different vertical industries ranging from small contact centers of up to 50 agents to those with 200+ agents.

Customer Service 49

Customer Service Multichannel Contact Center Surveys 49

CSM Magazine

APRIL 26, 2018

A recent survey by Yonder Digital Group on how easy companies are to get in touch with and whether they resolve queries rapidly and effectively found wide scale disappointment with no more than a quarter of people rating any sector as excellent, and most voted basic or poor by over half. by Chris Robinson is CEO at Yonder Digital Group.

Banking 40

Banking Multichannel Airlines Sales 40

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

Avaya

NOVEMBER 8, 2017

In 2016, Ernst & Young introduced its Banking Relevance Index (BRI), designed to measure the importance of traditional banks to customers’ lives. After surveying financial service institutions across 32 markets worldwide, the firm reported an average global bank relevance score of 75%. But what exactly constitutes “multichannel?”

Banking 40

Banking Multichannel Customer advocacy Upselling 40

Avaya

MAY 10, 2016

Gartner predicts that the last mile for multichannel and exceptional customer experiences will mimic human conversations, with both listening and speaking, a sense of history, in-the-moment context, and the ability to respond, add to, and continue with a thought or purpose at multiple occasions and places over time.

Multichannel 48

Multichannel Customer advocacy Customer retention Call Center 48

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

CSM Magazine

DECEMBER 2, 2015

This is according to new research from multichannel customer engagement software provider Eptica. The 2015 Eptica Retail Black Friday Customer Experience Study surveyed the customer experience around festive shopping, particularly Black Friday and Cyber Monday, in both the UK and United States. Despite record UK sales of £1.1

Customer Experience 40

Customer Experience Multichannel Sales Service level 40

Eptica

NOVEMBER 16, 2017

Being an annual survey, there is also trend data that, for instance, shows channel competence over time within a sector. The 2016 version of the research did a deep dive on this and discovered that just 23% of those 100 brands provided consistent answers over two channels. Click here to register for the webinar.

Benchmark 55

Benchmark Multichannel Best practices Government 55