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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.
The Customer Support State of the Profession Report 2016surveyed 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.
have published an executive summary of the survey results for the 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series. The CXMB survey focused on where brands stand as they transition from multichannel to omnichannel support for their customers. Execs In The Know and COPC Inc.
The Consumer Edition of the Customer Experience Management Benchmark (CXMB) Series brings a host of new content in 2016. >>While the preference for Traditional Care remains strong, there was a slight pullback in 2016. >>Consumer The post 2016 CXMB Series, Consumer Edition appeared first on COPC Inc.
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.
Working together, we are surveying consumers about their experiences and perceptions in a multichannel environment. In addition, we are also surveying corporations about their customer experience management strategies and approaches to better serve their customers. In addition to the survey program, COPC Inc.
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?
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.
CXMB Survey shows difference in consumer and corporate perceptions in managing the customer experience. recently presented at the 2016 CXMB Workshops in San Diego and Toronto, organized by Execs In The Know. Discusses CXMB Survey Results in San Diego appeared first on COPC Inc. At both workshops, COPC Inc. The post COPC Inc.
The survey results proved revealing, offering a glimpse into the customer experience of travel and hospitality consumers, including customer care, purchase preferences and behaviors, and what it means to consumers to be brand loyal. The survey results are based upon these self-selected categories. of leisure travelers. See Figure 3.
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.
The 2016 Corporate Edition of the Customer Experience Management Benchmark (CXMB) Series was recently released at the Execs In The Know Customer Response Summit held in Las Vegas in February. Only 26% of companies think they are providing a consistent experience when customers engage their companies through a multichannel approach.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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?
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.
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.
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.
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.
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.
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?
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
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.
We hope your customer service department saw a lot of improvements in 2016. Despite developments in 2016, human interaction will still take precedent over AI. Source: Multichannel Merchant. To do this, have a look at customer service feedback surveys and reports from different channels. AI Will Take a Back Seat.
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.
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?”
Check out what recent reports and experts suggest, and take part in a contact center benchmarking survey to get more accurate data on the current contact center trends. ot CX transformation from contact centers to multichannel, omnichannel, robotics and proactive CX. However, in 2016 Forrester has already reported that.
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