Eptica

SEPTEMBER 18, 2015

Date: Friday, September 18, 2015 The six ways web self-service improves your customer experience. Author: Robin Tandon Customer service teams are currently faced with multiple challenges. Consumers are asking an increasing number of questions and are demanding faster service, across more and more channels.

Self service 78

Self service Customer Experience Multichannel Contact Center 78

Fonolo

APRIL 6, 2020

The Best Apps for Virtual Contact Center Teams. We’re going to walk you through some of the best remote contact center technology and apps to use for your business and remote teams. HubSpot is one of the leading players in the contact call center space and is one of the best CRM systems for most businesses.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

COPC

FEBRUARY 15, 2023

With digital self-service technology advancing at a phenomenal rate, why are interactions with chatbots and interactive voice response (IVR) systems still the sources of so many frustrating customer experiences? times more likely to be dissatisfied with their experience than those who chose multichannel usage.

Self service 85

Self service Interactive Voice Response Chatbots Benchmark 85

Serenova

JUNE 24, 2020

Omnichannel Contact Centers: the Why and How in 2020. Even during this time marked by rapid change and uncertainty, the foundation of a successful contact center remains constant: exceptional customer experience. Effectively seizing the opportunity takes an omnichannel cloud contact center.

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

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. Effectively seizing the opportunity takes an omnichannel cloud contact center. What Is an Omnichannel Contact Center?

Contact Center 98

Contact Center Multichannel contact center solutions Cloud contact 98

NobelBiz

AUGUST 28, 2023

Hey there, fellow contact center champions! Ready to dive deep into the heart of transforming your contact center’s performance? In this article, we’ll explore actionable strategies that will help you revolutionize your contact center’s performance and create experiences that leave customers raving.

Contact Center 98

Contact Center Multichannel Analytics Feedback 98

JustCall

MARCH 7, 2023

This is where a multichannel contact center comes into the picture. This article will discuss multichannel contact centers and highlight the best practices for building a multichannel contact center in 2023. What is a Multichannel Contact Center?

Multichannel 52

Multichannel Contact Center Interactive Voice Response contact center solutions 52

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

Eptica

OCTOBER 26, 2016

Date: Wednesday, October 26, 2016 6 factors driving contact center change. Author: Dharmesh Ghedia With customer service being at the top of the business agenda for organizations, what are the trends that are impacting contact centers? Published on: October 26, 2016.

Contact Center 71

Contact Center Multichannel Self service Surveys 71

Fonolo

AUGUST 29, 2018

This is especially true for those of us involved in the cacophony of contact centers; we are essentially the appointed, trusted ‘brand listeners’ who hear many, many voices on a given day, including those of both customers and colleagues. Contact center professionals? It’s simply become too loud.

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Expivia

NOVEMBER 9, 2021

Keeping up with current contact center trends is a crucial part of being a world-leading customer service provider. You need to discover the latest technology, innovation, and process improvements to improve your call center and provide your customers with the best possible experience. Real-Time Analytics.

Contact Center 86

Contact Center Chatbots Call Center Multichannel 86

TechSee

APRIL 10, 2018

The research indicates that 69% of high performers consider technology provided by the service provider to be an important component of the BPO relationship, compared to only 27% of typical performers. Embracing technology provides BPO with the opportunity to own the automated self service part of the process.

Call Center 139

Call Center Technology outsourcing Self service 139

Expivia

OCTOBER 4, 2021

However, finding and training staff to handle your customer service isn’t the easiest (or cheapest) task. . This is when contact center outsourcing comes into play. Contact center outsourcing can take the weight of customer management off your shoulders. What Is Contact Center Outsourcing?

outsourcing 98

outsourcing Contact Center Call Center Calibration 98

Customer Service Life

NOVEMBER 15, 2020

My first job out of college was as a frontline agent in the contact center for a SaaS startup — and over the next 15 years, I grew into a director role. But things have changed and I now find myself back in a contact center leadership role at a SaaS startup, and I’m now looking to execute on many of the lessons learned and shared.

Contact Center 95

Contact Center Engineering Calibration Coaching 95

Contact Center Pipeline

JULY 25, 2018

Our annual challenges and priorities survey, as well as our project experience, show that high attrition, absence and adherence issues, and the uphill battle to gain budget approval for additional staff remain pain points for many centers.

Multichannel 100

Multichannel Surveys Technology Self service 100

SharpenCX

JULY 28, 2020

Download Now: 101 Questions You Should Be Asking as You Evaluate Your Next Contact Center Platform. Let’s dig into the details of omnichannel customer service and highlight three tips to implement your strategy for best results. The Key Difference Between Multichannel Service and Omnichannel Service.

Multichannel 76

Multichannel Best practices Customer Experience Customer Service 76

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. Voice and digital, inbound and outbound, agent assisted and self-service.

Contact Center 74

Contact Center contact center solutions Multichannel Self service 74

Upstream Works

DECEMBER 11, 2018

We’re seeing greater interest and adoption of Artificial Intelligence (AI) in our customers’ contact centers, including the use of bots to support the popularity of chat as a channel option and a surge in self-service. Not surprisingly, along with an increase in chat is an increase in self-service overall.

Customer Experience 96

Customer Experience Management Multichannel Self service 96

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. With agent roles changing, how they are measured also needs to change.

Customer Service 113

Customer Service Multichannel Self service Best practices 113

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. This is putting a major strain on the resources within customer service departments and can lead to lengthening response times, upset customers, lost revenues and rising costs. Self-service systems provide the answer.

Self service 51

Self service Multichannel Contact Center Feedback 51

Playvox

APRIL 21, 2023

Customer service has gone digital — and your contact center needs to evolve with the times. As younger customers make up more and more of the marketplace, they’re shifting service preferences toward digital channels. An omnichannel customer support center connects customers’ interactions no matter where they take place.

Customer Experience 95

Customer Experience Contact Center Self service Multichannel 95

Eptica

AUGUST 14, 2015

Be totally multichannel. Customers want to be able to contact you through different channels, dependent on their circumstances. Only be embracing digital channels and ensuring that they are delivering a fast, seamless and personal experience will they be able to thrive in this new, multichannel world. Make it mobile-first.

Banking 85

Banking Multichannel Customer Experience Finance 85

Fonolo

FEBRUARY 14, 2023

Call centers have always relied on different forms of automation to provide swift service to their clientele. As technology gets smarter and more intuitive, so does the contact center that benefits from it. Read on for an introduction to call center automation, plus our top software picks!

Call Center 142

Call Center Interactive Voice Response call center software Contact Center 142

Upstream Works

SEPTEMBER 5, 2019

The most obvious example of a channel would be Voice, or calls placed to a call center or contact center to be answered by the next available agent, courtesy of call center software. An organization offering multiple customer channels is often referred to as having a “multichannel” contact center.

Contact Center 60

Contact Center Technology Contact center software call center software 60

Hodusoft

NOVEMBER 22, 2022

Why BPO Companies Must Adopt Multichannel Customer Support Center In today’s digital world, customers expect businesses to be accessible and accommodating at all times. An omnichannel call center software is the latest advancement in Unified Communication that helps BPO companies deliver seamless customer service.

Multichannel 52

Multichannel Customer Support Interactive Voice Response call center software 52

Eptica

FEBRUARY 2, 2016

Date: Wednesday, February 3, 2016 Making the change from call center to contact center. Author: Laurence Chami 20 years ago customer service existed in a world dominated by voice , hence the widespread reliance on call centers to manage customer service interactions. Published on: February 03, 2016.

Contact Center 49

Contact Center Call Center Multichannel Self service 49

Eptica

SEPTEMBER 10, 2015

Apple has realized this, with a clear focus on service, particularly within Apple Stores , which provide a high quality experience, helpful staff and a focus on ensuring that customers get the best from their technology. Looking online, how are consumer electronics companies faring when it comes to the digital customer experience?

Multichannel 76

Multichannel Customer Service Banking Self service 76

Eptica

OCTOBER 6, 2015

The figures are based on a combination of complaints made to the Citizens Advice Customer Service, the Consumer Futures Extra Help Unit, and to Ombudsman Service. In many ways the Citizens Advice research mirrors the findings of the 2015 Eptica Multichannel Customer Experience Study. Here are six areas to focus on: 1.

Customer Service 75

Customer Service Multichannel Self service Contact Center 75

JustCall

MARCH 7, 2023

Brands have already made the move to upgrade from basic call centers to contact centers for the agility and flexibility that they provide. Addressing this gap between expectation and capacity, contact centers offer extended functionality and better efficiencies. What is a Contact Center?

Contact Center 52

Contact Center Multichannel Contact center software contact center solutions 52

Hodusoft

AUGUST 3, 2022

7 Ways to Boost Business Revenue with an Omnichannel Contact Center Software. A hassle-free and seamless omnichannel experience for your customers is the cornerstone of robust customer service. An o mnichannel contact center software serves as the bedrock for your omnichannel strategy. across all channels.

Contact center software 52

Contact center software Contact Center Multichannel call center software 52

Eptica

OCTOBER 26, 2015

They value speed and usability, so it is vital that you provide these – answer emails and social media messages quickly, while ensuring that information can be found online through self-service systems. Don’t make customers change channels unnecessarily by ensuring that you deliver joined-up, multichannel service.

Multichannel 88

Multichannel Customer Service Contact Center Self service 88

Vonage

FEBRUARY 23, 2017

However, as this statistic illustrates, 60 percent of customers don’t tolerate poor service under any circumstances. According to The 2015 Global State of Multichannel Customer Service Report , expectations around customer service are increasing. Consumers expect self-service customer support options.

Multichannel 87

Multichannel Self service Contact Center Advertising 87

SmartAction

MARCH 7, 2023

This is especially true for those cutting-edge companies that have wisely made multichannel communication a central part of their support model. If IVAs drive the CAI platform that lies at the heart of multichannel communication strategies, then the IVA has fully moved from “nice-to-have” to “must-have” status.

Multichannel 86

Multichannel Virtual Agent Self service Accountability 86

VocalCom

OCTOBER 24, 2017

At one time, self-service meant forcing customers to perform tasks on their own without the information and support they needed. Today, savvy companies offer self-service as a means of empowering customers to help themselves with confidence and minimal effort. Integrate self-service with your omnichannel strategy.

Self service 91

Self service Interactive Voice Response Contact center software Banking 91

Eptica

SEPTEMBER 18, 2015

This gap between best and worst replicates Eptica’s findings in the 2015 UK Multichannel Customer Experience Study. Food retailers that scored 1% above the sector average delivered sales growth of 5.5%. Those that were 1% below saw sales decrease by 1%. Share this page on: Tweet.

Multichannel 76

Multichannel Customer Service Brand ambassadors Self service 76

Eptica

OCTOBER 12, 2016

Don’t try and run before you can walk – look at your existing infrastructure and ask yourself the following questions: Do you have good self-service systems on your site, providing fast answers to customer questions? However, before embracing the phenomenon it is wise to put some of the essential basics in place.

Chatbots 78

Chatbots Multichannel Self service Contact Center 78