Working Solutions

FEBRUARY 7, 2019

Creating a superior customer experience in 2019 is no small challenge. With the rapid proliferation of a dizzying variety of consumer technologies, customers are now interacting with businesses on dozens of communications channels. Yet, it’s also […].

Multichannel 79

Multichannel Customer Care Technology Customer Experience 79

SharpenCX

JUNE 30, 2021

According to PWC , the number of companies investing in their omnichannel customer experience jumped by more than 300% from 2010 and 2020. Companies knew it was taking the customer service world by storm, but as with any trend, it was hard to predict if it’d be fleeting or if it’d stick around. The result?

Customer Experience 76

Customer Experience Multichannel Customer retention Customer centricity 76

Fonolo

MARCH 19, 2019

Power found that utility companies “are among the lowest-performing industry groups when it comes to delivering distinct digital customer experiences.” These findings have not escaped the notice of customers who are not shy about vocalizing their disappointment. It’s a win-win for customers and companies alike.

Technology 106

Technology Customer Service Multichannel Healthcare 106

Eptica

JANUARY 15, 2020

Date: Wednesday, January 15, 2020 Author: Steve Nattress 4 ways to differentiate with superior email customer service. Author: Steve Nattress In a multichannel world neglecting email for customer service risks both satisfaction and revenues. Taking stock of customer service in 2019. Published on: January 15, 2020.

Customer Service 99

Customer Service Multichannel Best practices Analytics 99

Eptica

OCTOBER 24, 2018

Demonstrating how this works in practice, one of its representatives famously spent 10 hours and 29 minutes on a customer call discussing living in the Las Vegas area – which ended with the caller purchasing a pair of Ugg boots. You might also be interested in these posts: How good is Santa at Customer Experience?

Customer Service 113

Customer Service Multichannel Self service Best practices 113

VocalCom

JANUARY 28, 2019

When it comes to winning loyalty, customer experience is the battlefield for modern brands. A recent Walker study revealed that by 2020, customer experience will overtake price and product as significant brand differentiators. Here are seven major trends shaping the customer experience in 2019.

Customer Experience 48

Customer Experience Contact center software Chatbots Customer centricity 48

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. But more channels does not equal an omnichannel experience.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

VocalCom

JUNE 24, 2020

The use of emerging technologies such as automation and AI to manage customer experience will be key to improve significantly contact centers’ efficiency and reduce costs. The post How AI will change the face of customer experience appeared first on Vocalcom Blog. COVID-19, accelerating the industry’s digitalization.

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

Eptica

MARCH 21, 2019

Date: Thursday, March 21, 2019 Author: Olivier Njamfa - CEO & Co-Founder How does CX impact brand trust? Published on: March 21, 2019. Author: Olivier Njamfa - CEO & Co-Founder Trust is central to any brand’s relationship with its customers. In a winner takes all world, business survival may well depend on it.

Multichannel 80

Multichannel Banking Self service Surveys 80

Serenova

JUNE 24, 2020

Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Organizations that deliver consistently positive customer experiences thrive through any crisis. But more channels does not equal an omnichannel experience.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

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. You might also be interested in these posts: Could you be doing more to understand your customers?

Customer Service 60

Customer Service Customer centricity Multichannel Contact Center 60

UJET

NOVEMBER 18, 2019

2019 is coming to a close and the customer support industry is moving into the next decade. It’s become even more clear that support expectations are changing, expanding, and require a higher level of diligence to provide the best experience possible for customer satisfaction and loyalty. Messaging Surpasses Voice.

Customer Support 78

Customer Support Multichannel Chatbots Contact Center 78

Global Response

OCTOBER 15, 2024

Omnichannel contact centers integrate customer communication across many channels through streamlined technology and systems to provide a seamless customer experience and superior customer care. According to a research study by Nemertes Research , omnichannel contact center usage increased from 8% in 2016 to 31% in 2019.

Contact Center 62

Contact Center Call Center Best practices Customer Care 62

Eptica

JULY 21, 2019

Date: Wednesday, July 24, 2019 Author: Guest author: Adrian Swinscoe Punk CX says ‘Great at a few or average at a lot’. Published on: July 24, 2019. This number was forecast to rise to 11 channels over the course of 2018 and 2019. 5 tips for managing the increasing volume of customer queries. I think so. What about you?

Multichannel 86

Multichannel Best practices Benchmark Surveys 86

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. As in previous years, now is a good time to highlight some of the strengths of Santa when it comes to delivering customer experience : 1.

Customer Service 63

Customer Service Multichannel Best practices Self service 63

TechSee

OCTOBER 29, 2019

Self-service is finally coming of age, with leading enterprises embracing the paradigm of customers helping themselves. In fact, Gartner predicts that by 2020, 10% of initial B2C interactions will be virtual, up from less than 1% in 2019. Customers demand simplicity. Step 1: Set clear goals.

Self service 95

Self service Enterprise Multichannel Customer effort 95

VocalCom

MARCH 25, 2019

But more importantly, their expectations and preferences embody what many companies feel the customer experience should be for all demographics: superior service, technologies that drive efficiency, and authentic brand-customer relationships with a touch of fun. An excellent overall customer experience.

Contact center software 54

Contact center software Advertising Contact Center Chatbots 54

Eptica

MAY 6, 2020

” Against this backdrop, how are banks performing when it comes to putting the customer at the heart of everything they do? Just prior to the crisis, the 2020 Eptica Digital Customer Experience Study surveyed 50 brands in five vertical sectors – including ten leading UK banks. In 2020, things improved slightly.

Banking 79

Banking Customer Service Multichannel Best practices 79

Talkdesk

JANUARY 2, 2020

After placing in the Leader quadrant of the 2019 CCaaS Magic Quadrant for North America , Talkdesk is atop the list of customer service vendors in Prepare for the Impact of a Consolidating Customer Service Technologies Marketplace. Process Orchestration: support for more and more complex and personalized customer engagements.

Customer Service 66

Customer Service Multichannel Self service Contact Center 66

GetFeedback

APRIL 25, 2019

As it becomes harder for consumers to differentiate between companies based on product alone, most are now relying on the quality of customer experiences a company can provide to make their choice. . And in 2019, 81% of companies expect to be competing mostly or completely on the basis of CX. .

Customer Service 74

Customer Service Multichannel CRM Journey mapping 74

Eptica

MARCH 11, 2016

However, UK brands are struggling to cope with the emails they receive , with performance overall worsening according to the latest Eptica Multichannel Customer Experience Study. billion email accounts worldwide , a figure expected to increase by 26% by 2019. There are over 4.35 Share this page on: Tweet.

Multichannel 49

Multichannel Customer Service Banking Metrics 49

Quiq

OCTOBER 30, 2020

Cyber Monday 2019 alone generated over 9.4 Support Multichannel Experiences. Retailers can provide a more holistic experience by using multiple channels to reach potential buyers. Multichannel experiences can make communication between the consumer and the representative more convenient and efficient.

Multichannel 52

Multichannel Chatbots Sales Analytics 52

Sykes

MARCH 5, 2019

HFS Research recognized Sykes Enterprises, Incorporated (“SYKES” or “the Company”) (NASDAQ: SYKE), as a true industry leader, ranking SYKES #1 for vision and go-to-market strategy and #3 overall in their Front Office Customer Engagement Operations Top 10 Report, published January 31, 2019.

Marketing 75

Marketing Technical Support Enterprise Transportation 75

Eptica

MAY 29, 2019

Date: Wednesday, May 29, 2019 Author: Pauline Ashenden - Marketing Manager 5 key findings around customer trust in retail. Published on: May 29, 2019. Author: Pauline Ashenden - Marketing Manager Across every sector, trust is increasingly central to the customer experience and hence business success.

Banking 56

Banking Multichannel Airlines Best practices 56

Smooch

APRIL 3, 2019

Last month, our CEO Warren Levitan did a webinar with Clarabridge founder and executive chairman Sid Banerjee to talk about omnichannel customer experiences driving brand loyalty. The problem is that when people throw around the word “omnichannel,” what they actually mean is “multichannel.”. What’s the difference?

Multichannel 53

Multichannel Chatbots Enterprise Personalization 53

Eptica

NOVEMBER 21, 2018

The key is delivering a customer experience that engages consumers and builds loyalty, particularly online. You might also be interested in these posts: How good is Santa at Customer Experience? The importance of trust to customer experience in 2019. Share this page on: Tweet.

Multichannel 62

Multichannel Best practices Surveys Sales 62

Revation Systems

JANUARY 15, 2020

A 2019 survey of US consumers performed by Cornerstone Advisors found that 44% of Millennials considered one of three megabanks (Bank of America, JPMorgan Chase and Wells Fargo) their primary bank. One of the main ways that banks can enhance the customer experience is by improving the user experience on their digital banking applications.

Banking 62

Banking Healthcare Multichannel Surveys 62

bold360 Blog

APRIL 15, 2021

FSIs learned (often the hard way) that their capacity to leverage and scale digital-first customer engagement is essential for ensuring business continuity and a seamless customer experience (CX). Even before the pandemic, customers preferred the convenience of digital-first service provision. 3 Steps for Acceleration.

Self service 52

Self service Banking Multichannel Chatbots 52

UJET

DECEMBER 17, 2019

According to Gartner ’s 2019 Strategic Roadmap for Customer Service and Support Technologies (May 2019), “an organization’s CSS technology stack is often composed of disparate overlapping systems, leaving both customers and employees with a disjointed experience.”

Customer Service 74

Customer Service Interactive Voice Response Self service Customer Support 74

Answer Dash

JULY 30, 2019

As mentioned in a study by Hubspot , 89% of customer service professionals agree that customers are more likely than ever to share the good or bad experience they had with businesses. On the other side, most companies are not equipped to connect with and answer with their customers on every channel.

Sales 70

Sales Customer Service Multichannel Customer retention 70

CSM Magazine

FEBRUARY 6, 2019

Customer experience (CX) has become a priority for the vast majority of organisations – or has it? Get the customer off the phone or web chat as quickly as possible or deliver a business transformative level of customer service. But that model has little place in the customer centric market of 2019.

Metrics 55

Metrics Customer Service Management Contact Center 55

UJET

FEBRUARY 11, 2020

Whether it’s through voice, text, or sharing photos and videos, the experience is identical. Optimizing Channels for Customer Support dives into the importance of building identical support experiences, no matter the channel by looking into three separate industry verticals: e-commerce, on-demand transportation, and on-demand food delivery.

Transportation 72

Transportation Interactive Voice Response Customer Support Surveys 72

VocalCom

JUNE 18, 2020

Gartner’s 2019 Magic Quadrant report anticipated that, by 2022, contact center as a service (CCaaS) would become the preferred adoption model for about half of contact centers, up from about 10% in 2019. Cloud’s flexibility enhances agent and client experience.

Cloud contact 62

Cloud contact Contact Center contact center solutions Self service 62

Eptica

FEBRUARY 20, 2018

That makes social customer service a major, growing part of every brand’s customer experience. Research from Deloitte estimates that social interactions will rise from 4% to 9% of contact center workload between 2017 and 2019. Create a centralized knowledge base and use this to power answers on every channel.

Customer Service 55

Customer Service Multichannel Best practices Self service 55

VocalCom

APRIL 6, 2020

This is the case in the insurance industry, in which contact centers are important facilities established for handling customer service and optimizing the customer experience. In this context, companies must organize themselves quickly in order to maintain their operations.

Contact Center 62

Contact Center Cloud contact contact center solutions Customer Experience 62

CSM Magazine

MARCH 24, 2021

Consumers will pay a 16% price premium for great customer experience (CX). So why are brands still failing to meet customers’ ever-growing expectations across the customer journey? Kony’s Digital Experience Survey 2019 – which gauges the efficacy of global investment in digital transformation – revealed that despite £3.65

Multichannel 52

Multichannel Enterprise Banking Surveys 52

Call Center Pros

OCTOBER 29, 2018

The alternative is to handle multiple customer communication channels–calls, emails, web chats, and text messages–in-house. But establishing a multichannel contact center is an expensive proposition. However, the growing trend of IT outsourcing can bridge the gap. percent of the average IT budgets.

Business Process Outsourcing 100

Business Process Outsourcing outsourcing Technical Support Multichannel 100