Eptica

AUGUST 14, 2015

Be totally multichannel. In fact, many queries can be dealt with satisfactorily by providing information on your website, along with web self-service systems that understand the query in order to deliver fast, relevant and consistent answers. Make it mobile-first. Remove paper. Share this page on: Tweet.

Banking 85

Banking Multichannel Customer Experience Finance 85

Hodusoft

APRIL 24, 2025

How can the insurance industry be any different? In a highly competitive insurance industry, customer retention hinges on delivering a seamless, responsive, and personalized customer experience. This enables personalized customer service and helps resolve issues faster, building trust and loyalty.

Contact center software 52

Contact center software Customer retention Contact Center call center software 52

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

COPC

JUNE 24, 2024

Their Q1 2024 report shows improvements in customer satisfaction across several industries, particularly in retail and e-commerce. Bridging the Discrepancy: Specific Comparisons The state of CX can vary significantly across industries. This variation underscores the need for tailored strategies to enhance CX in different industries.

Customer Experience 76

Customer Experience Multichannel Self service Telecommunications 76

Eptica

SEPTEMBER 16, 2016

The survey, which measured the experiences of 24,489 customers in 33 countries and across 11 industries, found that 52% of consumers have switched providers in the past year because of poor customer service. Use self-service and automation intelligently Companies face a huge volume of queries, particularly on digital channels.

Multichannel 75

Multichannel Customer Service Self service Surveys 75

Eptica

OCTOBER 26, 2016

The resulting UK Contact Centre Decision-Makers' Guide 2016 is a comprehensive study of all aspects of the contact center industry including performance, operations, technology and HR. The Importance of multichannel Call centers have now evolved to become contact centers that handle communications across a growing number of channels.

Contact Center 71

Contact Center Multichannel Self service Surveys 71

Expivia

AUGUST 18, 2021

What’s the Difference Between a Multichannel and an Omnichannel Contact Center? Years ago, there was a big push for call centers to become multichannel contact centers. When you’re switching to an omnichannel customer center from a multichannel one, you don’t need to start from scratch. Use a Cloud Contact Center Solution.

Contact Center 98

Contact Center Multichannel Interactive Voice Response Best practices 98

Eptica

SEPTEMBER 10, 2015

Otherwise digital customer service will have a negative effect – frustrated and angry consumers will revert to the high cost telephone channel , adding to expense and damaging brand reputation. Share this page on: Tweet.

Customer Service 76

Customer Service Multichannel Upselling Self service 76

Eptica

SEPTEMBER 21, 2016

Date: Wednesday, September 21, 2016 Digital disruption in insurance – why it is all about service. Author: Chris Eideh Over the past few years we’ve seen whole industries transformed thanks to digital technology. Insurance, Mobile, Multichannel Customer Service, Self-service. How can they compete?

Multichannel 60

Multichannel Transportation Benchmark Self service 60

Fonolo

APRIL 6, 2020

Service Hub includes a shared email inbox, live chat software, and self-service tools, all of which integrate seamlessly with Aircall for phone support. From workforce management to industry-specific security features, TalkDesk helps you with everything you need to deliver a consistent customer experience.

Contact Center 108

Contact Center Average Handle Time Call Center Multichannel 108

UJET

MAY 14, 2019

Depending on the industry, customers might be calling about product support like a smart home device , subscription information or financial issues. IVR systems guide customers towards a specialized support agent or accessing a self-service solution.

Interactive Voice Response 113

Interactive Voice Response Customer Experience Self service Customer Support 113

Eptica

OCTOBER 28, 2015

Define the part of knowledge in the customer journey Will knowledge be used across the customer journey, and if so, how does it fit in today’s multichannel world? Put in place a workflow that gets new content approved quickly, while ensuring it complies with any regulatory requirements in your industry. Share this page on: Tweet.

Management 78

Management Multichannel Self service Contact Center 78

Comm100

FEBRUARY 5, 2018

Self Service Software. Multichannel and Omnichannel Software. These software solutions can help organizations meet customers at any number of vital touchpoints, such as through live chat, social media, self-service, marketing, and more. Self Service Software. CRM Software. Live Chat Software.

CRM 68

CRM Marketing Multichannel Self service 68

Fonolo

FEBRUARY 14, 2023

Automation is nothing new to the call center industry. It’s suited to support businesses of all sizes, and offers automation tools such as: Workforce engagement management tools Custom IVR flows and outreach sequences Multichannel routing and CRM integrations 5.

Call Center 142

Call Center Interactive Voice Response call center software Contact Center 142

Comm100

NOVEMBER 13, 2022

Omnichannel vs multichannel support. When discussing what is omnichannel customer service , it’s vital to distinguish its differences to multichannel support. Multichannel support can appear similar to omnichannel, but in practice the difference is night and day. The key benefits of omnichannel customer service.

Customer Service 98

Customer Service Multichannel Chatbots Healthcare 98

TechSee

NOVEMBER 20, 2017

Now that so much of the customer experience is self-service, businesses need to make every part of a customer’s interaction fast, easy, and intuitive. Another important task when it comes to helping customer service agents is data management. Chatbots could save businesses up to £6 billion per year across industries.

Chatbots 117

Chatbots Customer Service Multichannel Scripts 117

UJET

NOVEMBER 18, 2019

2019 is coming to a close and the customer support industry is moving into the next decade. Multichannel Expands to Multimedia. Expect to see companies no longer building out their multichannel capabilities, but instead, optimizing each support pathway to meet the tech-savvy needs of their customers. Messaging Surpasses Voice.

Customer Support 78

Customer Support Multichannel Chatbots Contact Center 78

Hodusoft

NOVEMBER 24, 2021

It is difficult, if you are not an industry insider, to keep a tab on all the latest developments and know which call center tools are relevant for today’s customers. . Customer experience is the only differentiator, and the quality of your customer service can either make or break your business. Self Service Tools.

Call Center 105

Call Center Interactive Voice Response call center software CRM 105

NobelBiz

APRIL 2, 2024

They serve as centralized hubs for managing multichannel interactions, voice calls, emails, chats, social media, and more. We are determined to elevate efficiency as an industry standard by constantly adopting new technology and keeping costs in check. RELATED ARTICLE What Is ACD – Automatic Call Distribution System?

contact center solutions 105

contact center solutions Enterprise Contact Center Interactive Voice Response 105

ShepHyken

APRIL 7, 2023

This week, we feature an article by Manpreet Singh Chawla, senior digital marketing executive at Knowmax , a SaaS-based organization that offers knowledge management solutions for various industries. You can respond to issues voiced often by your consumers by using your customer support knowledge base , self-service portals, or FAQ pages.

Advertising 120

Advertising SaaS Multichannel Wait times 120

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. Intelligent self-service. Managing Resources: engaged and empowered staff.

Customer Service 66

Customer Service Multichannel Self service Contact Center 66

Sykes

MARCH 18, 2019

He’s held leadership positions within consulting and BPO industries and has led innovation initiatives across our industry. Building strategic partnerships with relevant, leading brands continually positions SYKES at the cutting edge of our industry,” Sykes says. “We

Technical Support 16

Technical Support outsourcing Enterprise Business Process Outsourcing 16

Eptica

MARCH 4, 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. This year’s Eptica Multichannel Customer Experience Study has just been published, so how are brands faring in 2016? Share this page on: Tweet.

Multichannel 50

Multichannel Self service Advertising Surveys 50

Eptica

JULY 22, 2020

We live in a multichannel world and consumers want the ability to make contact on an expanding range of channels. Deflecting these towards channels such as self-service delivers multiple benefits – customers receive faster, accurate answers, while agents have more time to respond to more in-depth, personalised queries.

Customer Service 71

Customer Service Self service Multichannel Best practices 71

Fonolo

AUGUST 29, 2018

Here, experts and influencers in the CX and CS industries give us incredibly valuable soundbites on best practices, boosting morale, improving performance, implementing technology, building partnerships, and delivering a well-orchestrated customer support offering to your burgeoning audience of customers. Contact center professionals?

Contact Center 271

Contact Center Brand ambassadors Morale Telemarketing 271

Eptica

JANUARY 19, 2017

This is already being shown in consumer surveys , leading to the Institute of Service Excellence at the Singapore Management University to call for companies to adapt to meet changing customer expectations, whatever industry they operate in. How can companies achieve this? Share this page on: Tweet.

Customer Experience 58

Customer Experience Multichannel Self service Scripts 58

Eptica

JANUARY 6, 2016

Looking through the posts that had the most readers truly shows the diversity of the industry, with subjects ranging from robots and retail, to insurance and the Internet of Things. In descending order the top 5 blogs were: 1. To find out more click here. What are the factors affecting channel choice? Share this page on: Tweet.

Customer Experience 50

Customer Experience Multichannel Self service Contact Center 50

Expivia

NOVEMBER 9, 2021

After starting his telecommunications business in 1997, he soon realized that innovation is the only way to move forward in this industry. Chatbots, self-service, and agent assistance are just the tip of the iceberg. Multichannel solutions are the minimum for every contact center.

Contact Center 86

Contact Center Chatbots Call Center Multichannel 86

Eptica

FEBRUARY 2, 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. We live in a multichannel world with increasingly demanding customers across more and more channels.

Contact Center 49

Contact Center Call Center Multichannel Self service 49

Help Scout

SEPTEMBER 14, 2021

If you want a little more guidance on the subject, check out this article on creating a multichannel customer support strategy. Tip #4: Create self-service content ASAP. Self-service options are quickly becoming the preferred support method for many customers, and they also help out your team. It’s for good reason.

Customer Service 128

Customer Service outsourcing Chief Customer Officer Self service 128

VocalCom

JUNE 24, 2020

They will also allow the contact center to switch from a reactive to a proactive and predictive model, dramatically enhancing the agent and client experience and broadening the range of services offered. COVID-19, accelerating the industry’s digitalization. Technology is now the glue that is holding the digital economy together.

Customer Experience 62

Customer Experience Multichannel Contact Center Chatbots 62

Eptica

JUNE 24, 2016

However, simply focusing on topline growth actually undersells the impact of good customer experience and superior service. more than others, and video subscribers by 13.9% Of course, customers will still get in contact and expect a fast, consistent answer to their query. Share this page on: Tweet.

Customer Experience 50

Customer Experience Multichannel Airlines Self service 50

Eptica

JUNE 29, 2016

And, if they’re forced to make contact multiple times because they’re unsure of the conflicting information they’ve been given, this pushes up customer service costs. In regulated industries such as finance inconsistent information could even lead to legal challenges around misselling of products or services.

Multichannel 50

Multichannel Customer Service Finance Self service 50

Anexa BPO

OCTOBER 11, 2022

Recent research shows that two-thirds of US buyers now opt for non-face-to-face interactions or digital self-service at various stages of the decision journey. Let’s take a look at some of the factors involved in successfully transitioning from the multichannel model to a fully integrated omnichannel model.

B2B 52

B2B Multichannel Business Process Outsourcing outsourcing 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

APRIL 29, 2016

To find out, the Eptica Multichannel Customer Experience Study evaluated their performance when it comes to customer service. This year performance improved slightly, from 40% to 45%, making it the 9 th best industry for web answers. How well are the UK’s top insurers meeting these challenges? Share this page on: Tweet.

Multichannel 48

Multichannel Customer Service Self service Contact Center 48

Eptica

FEBRUARY 9, 2016

Therefore, provided your organization has installed self-service on its site powered by a knowledge base of constantly updated information , the majority of queries received through email will concern more complex matters. That way they can deliver fast, accurate answers that enhance the customer experience. Share this page on: Tweet.

Customer Service 52

Customer Service Multichannel Self service Contact Center 52