Eptica

DECEMBER 11, 2019

Date: Wednesday, December 11, 2019 Author: Pauline Ashenden - Marketing Manager Taking stock of customer service in 2019. Published on: December 11, 2019. And what better way of doing this than exploring the 2019-20 Contact Babel UK Contact Centre Decision-Makers’ Guide , sponsored by Enghouse Interactive.

Customer Service 75

Customer Service Self service Best practices Metrics 75

Eptica

OCTOBER 16, 2018

Date: Tuesday, October 16, 2018 Author: Anne Beghin - Project Manager 5 ways of delivering CX reporting best practice. The importance of trust to customer experience in 2019. Categorie(s): Best Practice Optimizing CX with Eptica Published on: October 16, 2018. Share this page on: Tweet.

Best practices 68

Best practices Average Handle Time Self service Contact Center 68

Eptica

APRIL 30, 2019

Date: Wednesday, May 1, 2019 Author: Pierre-Antoine Giraux - Chief Marketing and Communications Director 5 ways to make your self-service seamless. Published on: May 01, 2019. Research shows that they are happy to embrace self-service channels to achieve this. Share this page on: Tweet.

Self service 60

Self service Chatbots Best practices Surveys 60

Callminer

DECEMBER 17, 2019

.” – 88 Call Center Statistics You Must Read: 2019 Data Analysis & Market Share , Finances Online; Twitter: @Financesonline. ” – 30 Call Center Statistics and 10 Metrics To Track In 2019 , Time Doctor; Twitter: @manageyourtime. billion by 2026, registering a healthy CAGR in the forecast period of 2019-2026.

Call Center 207

Call Center outsourcing Contact Center Finance 207

Customer Service Life

AUGUST 20, 2019

This article was originally published on the FCR blog in partnership with my colleague, Travis Wild on June 18, 2019. One of the cool things about working in outsourced customer service is the opportunity to learn about a wide variety of industries, tools, and technologies. Here are six best practices.

Best practices 64

Best practices Average Handle Time Surveys Metrics 64

Eptica

DECEMBER 5, 2018

Date: Wednesday, December 5, 2018 Author: Olivier Njamfa - CEO & Co-Founder The importance of trust to customer experience in 2019. Customers value the emotional understanding and empathy that human customer service agents can provide, so brands need to strike a balance between using automation and AI and involving human agents.

Customer Experience 77

Customer Experience Best practices Advertising Chatbots 77

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? So, without further ado, here are twenty-two trends, best practices and predictions for the year ahead. Increases self-service for customers across all segments.

SaaS 73

SaaS Chief Customer Officer Education Consulting 73

bold360 Blog

FEBRUARY 26, 2020

We heard multiple takes on how various approaches to self-service can fuel that leftward shift—most notably the use of AI in knowledge management. Employees want more and better self-service knowledge. For more, download the report: The State of User-Facing Knowledge and Knowledge Management in 2019.

Self service 59

Self service Surveys Contact Center Metrics 59

Eptica

JANUARY 24, 2020

For example, none of the banks evaluated in the 2019 Eptica Digital CX Study gave a satisfactory answer to a routine question sent via email – yet 80% of them responded accurately on Twitter and 45% on Facebook. You might also be interested in these posts: 4 ways to differentiate with superior email customer service.

Self service 106

Self service Best practices Surveys Banking 106

Uniphore

JULY 21, 2021

Gartner’s newest customer service report “Delivering Relevant Content and Knowledge to Customers Is Key to Great Customer Service” focuses on just these dilemmas. According to Gartner, customer service leaders should focus on these seven knowledge management best practices for improved customer service.

Best practices 52

Best practices Customer Service Management Contact Center 52

Etech GS

APRIL 30, 2019

Here are five trends to consider employing to elevate the level of service offered by your business in 2019. . Best practices for applying self-service options are –. Make self-serve effortless, comfortable and inviting. Provide multiple options – insure self-serve is not the only option available.

Contact Center 71

Contact Center Coaching Feedback Healthcare 71

Eptica

OCTOBER 24, 2018

Author: Anne-Claire Bellec - Marketing Director Customer service is changing dramatically, with the rise of artificial intelligence (AI) and automation leading more and more consumers to interact with brands through technologies such as self-service. The importance of trust to customer experience in 2019.

Customer Service 113

Customer Service Multichannel Self service Best practices 113

Solvvy

DECEMBER 23, 2019

, it’s an opportune time to reflect back on all the good things that happened to us in 2019. Last quarter, Solvvy was named a Momentum Leader for Customer Self-Service by G2, and we’re delighted to announce that we’ve now been recognized as a leader a second time in a row ! ” Alix Q. ,

Self service 62

Self service Technology Chatbots Best practices 62

Eptica

JANUARY 9, 2019

Date: Wednesday, January 9, 2019 Author: Anne-Claire Bellec - Marketing Director Reviewing 2018 – our top 10 blog posts from the year. Published on: January 09, 2019. The importance of trust to customer experience in 2019 Consumers are becoming more and more demanding, but what really makes them tick? Share this page on: Tweet.

Average Handle Time 89

Average Handle Time Best practices Surveys Chatbots 89

NICE inContact

MAY 21, 2019

In a way, self-service in the contact centre is kind of like a buffet: You need a strategy, or you might overeat or miss all the best dishes. It seems like self-service options are everywhere these days. And I know I am not the only fan of faster self-service. What’s your strategy? Many Options.

Self service 54

Self service Interactive Voice Response Virtual Agent Benchmark 54

Eptica

OCTOBER 9, 2019

Date: Wednesday, October 9, 2019 Author: Pauline Ashenden - Marketing Manager National Customer Service Week 2019: The 3 key factors behind successful customer service. Published on: October 09, 2019. 4 ways to drive recognition in your customer service team. Share this page on: Tweet.

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

OctopusTech

SEPTEMBER 9, 2023

With this comprehensive guide, you will discover the pros, cons, and best practices performed by outsourced call center services. As per reports by Technavio , this industry is expected to grow by 3% from 2019 to 2023. Call centers should closely work on saving costs along with delivering top-notch service.

Best practices 62

Best practices outsourcing Call Center virtual call center 62

VirtualPBX

JULY 9, 2020

” – On24’s 2019 Webinar Benchmark Report. Invest Efforts in Self-Service. “In making a purchase, buyers cited a strong preference for self-service, with suppliers’ mobile apps more than doubling in importance since 2019. We live in a self-service culture today. Image Source.

B2B 99

B2B Self service Best practices Virtual Agent 99

The Petrova Experience

OCTOBER 8, 2020

Unfortunately, there are not many resources for businesses to get up-to-speed on customer experience strategy and best practices. You risk pushing your visitors away with the now outmoded 2019 experience of paper badges and long check-in lines. Contactless and Self-Service are Here to Stay.

Customer Experience 108

Customer Experience Government Self service Healthcare 108

Eptica

JANUARY 15, 2020

For example, 87% of brands surveyed by Eptica in 2011 offered email, this had fallen to just 64% in 2019. Although there is nothing wrong with offering other options such as self-service to those that are looking to make contact, let your customers have it their way and give them the choice of email. Share this page on: Tweet.

Customer Service 99

Customer Service Multichannel Best practices Analytics 99

DMG Consulting

MARCH 31, 2019

DMG Consulting Releases 2019 – 2020 Workforce Management Product and Market Report. Who: DMG Consulting LLC, a leading provider of contact center, back-office and real-time analytics market research and consulting services. What: Releases 2019 – 2020 Workforce Management Product and Market Report.

Consulting 48

Consulting Consulting Marketing Management 48

Mindtouch

MARCH 5, 2020

Indeed, Gartner suggests that, “By 2022, 85% of customer service interactions will start with self-service, up from 48% in 2019.” With so many choices for on-demand self-service, calling or sending an email is often the last resort. Seven best practices for getting knowledge to customers.

Customer Service 62

Customer Service Management Self service Best practices 62

VirtualPBX

JULY 24, 2024

Conversely, in 2019, only 19% of those agents worked from home. Use cloud-based services and storage to ensure your team has appropriate access to information and resources. Subsequently, it can double as another reminder on how to quickly access your self-service claim options for digital claim reporting.

Agent burnout 105

Agent burnout Self service Contact Center CRM 105

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Eptica

OCTOBER 2, 2019

Date: Wednesday, October 2, 2019 Author: Pascal Gauvrit - CTO Could you be doing more to understand your customers? Published on: October 02, 2019. On average they use email for 27% of these interactions, followed by web self-service, telephone and social media (17% each), with contacts made through chat and chatbots standing at 11%.

Self service 76

Self service Best practices Analytics Surveys 76

ChurnZero

JANUARY 4, 2019

Let’s talk 2019 predictions. But what if you could have a better idea of the changes 2019 has in store for Customer Success professionals? So, without further ado, here are twenty-two trends, best practices and predictions for the year ahead. Increases self-service for customers across all segments.

SaaS 49

SaaS Chief Customer Officer Education Consulting 49

Serenova

JUNE 24, 2020

Omnichannel contact centers are contact centers that provide superior customer service experiences that keep people coming back. Omnichannel contact centers allow customers to get help when they want it, through the communication channels of their choice—whether with a live agent or real-time self service options.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

Eptica

AUGUST 29, 2019

Date: Thursday, August 29, 2019 Author: Pascal Gauvrit - CTO Why customer service is key to building brand trust. Published on: August 29, 2019. That’s one of the key reasons why National Customer Service Week (NCSW) is celebrated every year in October. Eptica’s own research highlights the importance of trust.

Customer Service 67

Customer Service Self service Best practices Chatbots 67

Creative Virtual

DECEMBER 11, 2019

2019 was another busy and exciting year for Creative Virtual and the chatbot, virtual agent and live chat industry. This year we have also been celebrating another impressive recognition for the company: Frost & Sullivan’s 2019 AI-Enhanced Customer Self-Service Product Leadership Award ! By Rachael Needham.

Virtual Agent 40

Virtual Agent Chatbots Best practices Benchmark 40

Eptica

MAY 15, 2019

Date: Wednesday, May 15, 2019 Author: Pauline Ashenden - Marketing Manager Which sectors do consumers trust most for CX? Published on: May 15, 2019. According to our 2019 Digital Trust study , over three quarters (79%) of consumers said they would move away from a supplier if they lose trust in them. Share this page on: Tweet.

Automotive 66

Automotive Government Banking Best practices 66

NICE inContact

OCTOBER 18, 2019

Gartner’s 2019 Magic Quadrant for Contact Center as a Service, North America, report has just been released. Not only that, but we’re a first-time Visionary in the 2019 Magic Quadrant for Contact Center as a Service, Western Europe—recognized with the furthest position in the Completeness of Vision dimension.

Contact Center 48

Contact Center call center software CRM Cloud contact 48

Eptica

JUNE 19, 2019

Date: Wednesday, June 19, 2019 Author: Anne-Merete Jensen - Senior Business Consultant 5 ways training can transform your customer service. Published on: June 19, 2019. They may even know that what they’re doing isn’t the best approach but simply don’t have the time or knowledge to change.

Customer Service 76

Customer Service Best practices Contact Center Consulting 76

NICE inContact

OCTOBER 18, 2019

Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe, has just been released. This year, NICE inContact has been recognised as a Visionary, with the furthest overall placement for Completeness of Vision in 2019. Get your copy of Gartner’s Magic Quadrant for Contact Center as a Service, Western Europe report here.

Contact Center 48

Contact Center Cloud contact Self service CRM 48

Eptica

DECEMBER 18, 2019

Date: Wednesday, December 18, 2019 Author: Pauline Ashenden - Marketing Manager 4 Christmas customer service lessons from Santa. Published on: December 18, 2019. You might also be interested in these posts: Taking stock of customer service in 2019. Share this page on: Tweet.

Customer Service 63

Customer Service Multichannel Best practices Self service 63

Eptica

OCTOBER 31, 2019

Date: Thursday, October 31, 2019 Author: Pauline Ashenden - Marketing Manager 6 ways to prepare for peak – whatever your industry. Published on: October 31, 2019. National Customer Service Week 2019: The 3 key factors behind successful customer service. Share this page on: Tweet. Travel – dealing with a crisis.

Customer centricity 62

Customer centricity Self service Best practices Finance 62

Eptica

AUGUST 7, 2019

Date: Wednesday, August 7, 2019 Author: Taoufik Massoussi - Product Manager & Head of AI Why closing the loop is vital to Voice of the Customer success. Published on: August 07, 2019. You might also be interested in these posts: Why the future of customer service is AI and humans together. Share this page on: Tweet.

Best practices 66

Best practices Feedback Customer centricity Metrics 66

Eptica

JULY 10, 2019

Date: Wednesday, July 10, 2019 Author: Pauline Ashenden - Marketing Manager 5 tips for managing the increasing volume of customer queries. Published on: July 10, 2019. So here are five suggestions to help you reduce the number of incoming contacts and ensure your customer service agents are not overwhelmed: 1.

Management 56

Management Self service Best practices Chatbots 56