Eptica

OCTOBER 24, 2018

Date: Wednesday, October 24, 2018 Author: Anne-Claire Bellec - Marketing Director Creating the customer service agents of the future. Published on: October 24, 2018. They need to be able to see and understand all the interactions in a customer conversation, no matter what the channel, and to respond on the channel of choice.

Customer Service 113

Customer Service Multichannel Self service Best practices 113

Talkdesk

OCTOBER 18, 2018

For the second year in a row, Talkdesk is recognized as a Visionary by Gartner in the 2018 Magic Quadrant for Contact Center as a Service, North America , and highest among Visionaries on the Ability to Execute scale. Gartner performed a rigorous evaluation of 10 call center vendors for completeness of vision and ability to execute.

Contact Center 56

Contact Center Multichannel Call Center Sales 56

Upstream Works

DECEMBER 11, 2018

As 2018 draws to a close and we get closer to ushering in a fresh new year, there’s a temptation to sensationalize up-and-coming technologies and get a bit brazen with predictions and statements about what’s to come. The very word “multichannel” seemed to indicate that the more channels a contact center could boast, the better.

Customer Experience 96

Customer Experience Management Multichannel Self service 96

aircall

DECEMBER 13, 2018

Data in this report comes from a February 2018 survey of 475 U.S. Our final survey question asked respondents to consider the following: “What one change do you believe would have the most positive impact on your organization’s customer support operations in 2018?”. How are they designing their customer support strategies as a result?

Surveys 54

Surveys Customer Support B2C CRM 54

HGS

MAY 2, 2018

At the current rate, digital is expected to overtake voice in 2018. The first one was the de-emphasis on omnichannel and preference for multichannel. Wed, 05/02/2018 - 18:22. Digital disruption has already revolutionized industries across the globe, and the customer service industry is no exception. Customer Experience.

Customer Experience 100

Customer Experience Multichannel Chatbots Banking 100

Eptica

OCTOBER 18, 2017

This will be strengthened by the EU’s new General Data Protection Regulation (GDPR) , which comes into effect on May 25, 2018. I’ll provide an update as we get nearer the deadline in 2018, explaining how we are ensuring compliance for both ourselves and our customers.

Customer Experience 88

Customer Experience Multichannel Best practices Personalization 88

COPC

SEPTEMBER 25, 2018

Here are a few highlights from the 2018 CXMB Series Consumer Edition : The resolution rate of multichannel engagements remains high at 75%, yet satisfaction with the multichannel experience remains low at 57%. The 2018 CXMB Series Consumer Edition is the 12 th volume in the series. Perception of Interactive Care (e.g.,

Multichannel 40

Multichannel Benchmark Surveys Customer Experience 40

Eptica

JANUARY 17, 2018

Date: Wednesday, January 17, 2018 5 ways to get your email customer service ready for 2018. Published on: January 17, 2018. As we move into 2018, how can businesses ensure that their email customer service is optimized? According to analysts Contact Babel, email makes up an average of 20.5%

Customer Service 49

Customer Service Multichannel Best practices Surveys 49

Bright Pattern

FEBRUARY 1, 2018

Ovum Customer Engagement Principal Analyst and industry veteran Ken Landoline took a stab at reassessing the key market players in its Ovum Decision Matrix: Selecting a Multichannel Cloud Contact Center Solution, 2017–18 report. Historical Cloud Contact leaders are being joined by a set of new entrants.

Multichannel 59

Multichannel Cloud contact contact center solutions Contact Center 59

Livepro

JULY 17, 2018

livepro’s third annual Customer Experience Knowledge Management Forums are back in 2018 bigger and better than ever before. KEYNOTE SPEAKER SYDNEY 30th AUGUST 2018. KEYNOTE SPEAKER MELBOURNE 12th SEPTEMBER 2018. KEYNOTE SPEAKER MELBOURNE 12th Sept & BRISBANE 18th Sept 2018. Since joining COPC Asia Pacific Inc.

Transportation 40

Transportation Government Multichannel Consulting 40

Creative Virtual

DECEMBER 13, 2018

As 2018 is quickly coming to an end and planning for 2019 continues to move full steam ahead, it’s time once again to take a moment to slow down and look back over the past year. And I was honoured to be named ‘Most Influential Marketing Manager 2018 – UK’ as part of the 2018 Business Woman Elite Awards for my work at Creative Virtual.

Virtual Agent 40

Virtual Agent Transportation Chatbots Multichannel 40

Fonolo

MARCH 12, 2019

TJ’s has also picked up some notable awards for customer experience, most recently ranking first among multichannel retailers in Forrester Research’s 2018 U.S. In 2018, Glassdoor named Trader Joe’s as one of the best places to work in the U.S., In fact, there’s a dedicated fan club for people who are as equally smitten as me.

Customer Experience 86

Customer Experience Multichannel Customer Service Personalization 86

Comm100

FEBRUARY 16, 2018

Now that 2017 is out of the picture, what can we expect customer service to look like in 2018? Use this list of 2018 customer service and business trends to plan your customer experience strategy for the new year, and to stay one step ahead of the competition. Set Your 2018 Business Priorities with CCW Digital’s Winter Report.

Customer Service 49

Customer Service Chatbots Journey mapping Multichannel 49

NICE inContact

JANUARY 30, 2018

Are you one of the almost 40% of organizations that say reducing effort to improve the customer experience is their primary contact center goal for 2018? The best contact center solution is not worth a penny if it’s not up and running.

Contact Center 74

Contact Center contact center solutions Multichannel Self service 74

aircall

JANUARY 26, 2018

These are the knowable things: it’s 2018, every customer wants to be treated like the monarch of small European nation, and your support staff are working tirelessly to make everyone happy. It’s also the age of multichannel communications.

CRM 91

CRM Multichannel Sales Call Center 91

aircall

JANUARY 26, 2018

These are the knowable things: it’s 2018, every customer wants to be treated like the monarch of small European nation, and your support staff are working tirelessly to make everyone happy. It’s also the age of multichannel communications.

CRM 90

CRM Multichannel Sales Analytics 90

aircall

JANUARY 26, 2018

These are the knowable things: it’s 2018, every customer wants to be treated like the monarch of small European nation, and your support staff are working tirelessly to make everyone happy. It’s also the age of multichannel communications.

CRM 90

CRM Multichannel Sales Analytics 90

BlueOcean

MAY 18, 2022

Prior to Blue Ocean, Amy spent her career developing effective communications in a variety of settings, from implementing multichannel marketing plans to managing crisis communications to speech writing for federal cabinet ministers.

Sales 62

Sales Marketing Multichannel Advertising 62

Sykes

MARCH 5, 2019

In November 2018, SYKES made a notable advancement with the acquisition of Symphony Ventures Limited, a global consulting, implementation and managed services firm specializing in intelligent automation (IA) and robotic process automation (RPA). Download a free copy of the report here. Its Americas and EMEA regions primarily provide customer?engagement

Marketing 75

Marketing Technical Support Enterprise Transportation 75

Fonolo

JANUARY 9, 2018

Imagine if someone from this industry time-travelled to 2018 from, say, 5 years ago. Research firm Ovum released a new edition of their great report, “Selecting a Multichannel Cloud Contact Center”. Webinar] 3 Critical Contact Center Trends to Watch in 2018. The cloud has radically transformed the call center industry.

Call Center 65

Call Center Multichannel APIs Contact Center 65

SharpenCX

JUNE 30, 2021

Read Next] What to do when your multichannel experience comes at the expense of agents. Multichannel isn’t omnichannel. We originally published this post on July 30, 2018, and we updated it on December 19, 2019 and July 1, 2021. And if you don’t, you risk jeopardizing your customer’s entire experience. That’s a lot of pressure.

Customer Experience 76

Customer Experience Multichannel Customer retention Customer centricity 76

Eptica

JULY 21, 2019

This number was forecast to rise to 11 channels over the course of 2018 and 2019. Tags: Adrian Swinscoe, Punk, Punk CX, CX, Customer experience, Customer Service, channels, omnichannel, multichannel Categories: News, AI, Best Practice. That’s a hell of a lot of channels. I think so. What about you? Share this page on: Tweet.

Multichannel 86

Multichannel Best practices Benchmark Surveys 86

ijgolding

AUGUST 30, 2018

The study is completed using a consumer panel representative of the general population fielded in the second quarter of 2018. Multichannel shoppers are 16% more likely to purchase than are single channel shoppers. CSAT scores are listed for comparison purposes. If you work in the retail industry, I urge you to access the results!

Customer Experience 66

Customer Experience Multichannel Benchmark Banking 66

Eptica

MARCH 14, 2018

Date: Wednesday, March 14, 2018 How do UK banks rate on customer experience? Published on: March 14, 2018. To download the full Eptica Multichannel Customer Experience Study, click here. The Year of Humanity: Putting the customer first in 2018. How are UK banks doing in terms of the customer experience?

Banking 49

Banking Customer Experience Multichannel Government 49

Outsource Consultants

MARCH 9, 2018

When considering a provider, think about any multichannel services you may also need. Considering adding a new outsource call center partner in 2018? Call centers can offer a lot more than inbound or outbound calling; they can provide social media monitoring, live web chat, outsourced email support, and BPO services.

outsourcing 98

outsourcing Call Center Interactive Voice Response Consulting 98

Eptica

NOVEMBER 21, 2018

Date: Wednesday, November 21, 2018 Author: Anne-Claire Bellec - Marketing Director Why listening to your customers is vital to success this Christmas. Published on: November 21, 2018.

Multichannel 62

Multichannel Best practices Surveys Sales 62

Eptica

APRIL 18, 2018

Date: Wednesday, April 18, 2018 How good is the digital customer experience from travel brands? Published on: April 18, 2018. If you would like find out more, please download your copy of our latest Eptica Multichannel Study for the full findings, survey results and more best practice recommendations.

Airlines 49

Airlines Customer Experience Multichannel Transportation 49

Comm100

FEBRUARY 5, 2018

Multichannel and Omnichannel Software. Others may have tools that allow companies to partake in multichannel or omnichannel customer engagement. Multichannel and Omnichannel Software. Multichannel and omnichannel customer engagement software offers tools to help businesses to do just that. CRM Software. PR Software.

CRM 68

CRM Marketing Multichannel Self service 68

Callminer

FEBRUARY 27, 2019

Assigning ownership will also make sure your leaders are being held accountable.” — Angie Stocklin, COO and Co-Founder of Readers.com, 6 Steps to a More Robust Voice of the Customer Program , Multichannel Merchant; Twitter: @mcmerchant. Don’t forget to assign program ownership. Reward your best customers with VIP treatment.

Best practices 174

Best practices Journey mapping Surveys Feedback 174

Eptica

NOVEMBER 27, 2015

And smartphone penetration continues to grow – figures from Zenith Optimedia show that nearly two thirds (66.5%) of consumers in key digital markets such as the United States, Western Europe and Asia Pacific , will own smartphones by 2018. Share this page on: Tweet.

Customer Experience 51

Customer Experience Multichannel Advertising Banking 51

Maru Group

NOVEMBER 28, 2018

In fact, 2018 Maru/edr results from two days before the big day itself found that over half (55%) of Black Friday shoppers had already completed a discounted purchase, the majority online. Key learnings from Black Friday 2018. 2017 IMRG data demonstrates the number of discounts available over the extended Black Friday period.

Multichannel 40

Multichannel Feedback Sales Customer Experience 40

Eptica

NOVEMBER 29, 2017

These findings echo the results of the 2017 Eptica Multichannel Customer Conversation Study , which was carried out in the UK and France. With Forrester warning that 2018 will be ‘ a year of reckoning ’ for poor performers, it has never been more important to invest in transforming your customer experience.

Customer Experience 49

Customer Experience Multichannel Surveys Marketing 49

CSM Magazine

MARCH 1, 2022

Calabrio WFM currently supports agents who handle thousands of voice and WhatsApp conversations every month as well as other types of multichannel interactions, including email, SMS and social media. Cazoo’s frontline workforce has over doubled in size since implementing the WFM software. For more information, visit www.cazoo.co.uk.

Management 59

Management Multichannel Finance Employee engagement 59

Eptica

FEBRUARY 20, 2018

Date: Wednesday, February 21, 2018 5 tips to transform your social customer service. Published on: February 21, 2018. This isn’t always easy – the 2017 Eptica Multichannel Study found that just 17% of brands were consistent on two or more channels. 5 ways to get your email customer service ready for 2018.

Customer Service 55

Customer Service Multichannel Best practices Self service 55

Aria Solutions

AUGUST 1, 2018

Forrester conducted a survey of over 110,000 US adult consumers in 2018, to help measure how well a brand’s customer experience strengthens the loyalty of its customers. In this report, the US Customer Experience Index, 2018 , they reveal which brands rank the highest when it comes to CX quality.

Interactive Voice Response 48

Interactive Voice Response Multichannel Banking Surveys 48

Call Center Pros

OCTOBER 29, 2018

Indeed, although this concept has existed for several years, many companies see it as an important development lever for 2018. But establishing a multichannel contact center is an expensive proposition. BPO, or Business Process Outsourcing, is a very attractive business management solution. But why such a craze for the BPO?

Business Process Outsourcing 100

Business Process Outsourcing outsourcing Technical Support Multichannel 100

Eptica

JULY 11, 2018

Date: Wednesday, July 11, 2018 Author: Pauline Ashenden - Marketing Manager How to choose the right customer experience platform for your organization. Published on: July 11, 2018. Share this page on: Tweet. You might also be interested in these posts: How to reduce Average Handling Time and improve quality.

Customer Experience 51

Customer Experience Average Handle Time Multichannel SaaS 51