Eptica

JUNE 3, 2016

Time spent on mobile devices grew by 117% year on year between 2014 and 2015 and nearly half of all ecommerce transactions now take place on mobile devices. Research from Ovum/Tyntec with US and German consumers show that it is driving changes in behavior in four key ways : Consumers expect faster answers on mobile channels.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

Eptica

AUGUST 19, 2015

Author: Derek Lewis Recent Forrester research pointed out the importance of understanding customer emotion and creating empathy with consumers if brands are going to deliver a successful customer experience. This was backed up by Eptica ’s study ‘ The Power of Linguistics: Consumers vs. Agents: Can the Gap be closed?

Customer Service 85

Customer Service Wireless 2015 Contact Center 85

Customers That Stick

DECEMBER 15, 2014

VOLUME 37: November 2014. If you read our December 11 blog post , you know that we recently conducted a survey of consumer attitudes on holiday shopping. This idea is supported by a recent survey from LoyaltyOne which found that 50% of consumers think that stores being open all day on Thanksgiving day is a bad idea.

Contact Center 126

Contact Center Document 2014 Social Media 126

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. This analyzed ten leading utilities and found that, on average, performance in the sector had worsened on email, chat and Twitter, and remained static on the web, since 2014.

Customer Service 75

Customer Service 2015 Social Media Contact Center 75

Eptica

JUNE 1, 2016

Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. And it’s convenient because consumers don’t need to switch from the web to the phone, meaning it can be integrated seamlessly into the customer journey. Published on: June 01, 2016.

Customer Service 49

Customer Service 2016 2014 Contact Center 49

Talkdesk

APRIL 22, 2021

A Talkdesk customer since 2014, Aspiration has been disrupting the finance industry by “turning every transaction into positive action”. The platform enables anyone, even without contact center expertise, to deploy and train new agents, create interactive voice response (IVR), and support workforce management. .

2014 75

2014 2021 2013 Financial 75

Eptica

JANUARY 8, 2016

However, not every retailer will have felt the benefit, as consumers focused on those that provided the right combination of customer service, price and stock availability. billion spent online on Thanksgiving and Black Friday many consumers still took advantage of big discounts, but others opted to leave their shopping until later.

2015 49

2015 E Commerce Customer Experience 2014 49

Call Experts

DECEMBER 19, 2018

A 2014 report showed that Americans spend around $600 billion on average during the winter holiday season. Higher retail sales and holiday business hours lead to higher call volume at contact centers. Consumer Experiences in The Digital World. Upgrade your property management services with a contact center.

Call Center 58

Call Center Contact Center 2018 2014 58

NICE inContact

JULY 13, 2016

Uncovering the best way to deliver outstanding customer experiences is something that every contact center strives to do. Our customer, Hoveround Corporation , a leading provider of power chairs, electric scooters and other mobility solutions, chose inContact for its inbound contact center solution in 2009.

Customer Experience 48

Customer Experience Contact Center 2009 Webinar 48

Eptica

SEPTEMBER 30, 2015

In highly competitive markets brand reputation and values are built on the experience that consumers receive and share on social media. This makes the customer experience vital to building and developing brand values – annoy enough consumers through poor service or behavior and your reputation will suffer, perhaps fatally.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

Brad Cleveland Blog

FEBRUARY 10, 2015

Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and expectations? Yes: 22% No: 78% Corporate Perception (2014 Corporate): Do you feel that your customer care organization generally meets the needs and expectations …

Consumers 24

Consumers 2014 Customer Care Customer Expectations 24

Magellan Solutions

AUGUST 2, 2021

Thus, the contact center industry in the Philippines helps clients to adapt to the changed situation. . Majority of i nhouse call center in the Philippines are supported by digital and analytics. As of 2014, the Philippines has one of the youngest populations in Southeast Asia. Philippines. This Generation’s Population.

Call Center 52

Call Center Contact Center Tourism Healthcare 52

Eptica

JUNE 15, 2016

This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information. On average the number of calls to the contact center fall by over 30%, and emails by more than 50%.

Multi-Channel 51

Multi-Channel Contact Center 2016 2012 51

Brad Cleveland Blog

FEBRUARY 10, 2015

Consumer Perception (2014 Consumer): Do you feel that the customer service departments of today’s companies generally meet your needs and expectations? Yes: 22% No: 78% Corporate Perception (2014 Corporate): Do you feel that your customer care organization generally meets the needs and expectations …

Consumers 20

Consumers 2014 Customer Care Customer Expectations 20

Eptica

JANUARY 6, 2016

The importance of empathy to customer service interactions As companies move from providing basic customer service to engaging with customers, the emphasis has shifted from simply answering queries to going further and building a stronger relationship between the consumer and the brand. Read the full post here. To find out more click here.

2015 50

2015 Customer Experience 2016 Social Media 50

Avaya

SEPTEMBER 2, 2016

The idea they hit upon was to give consumers the chance to be chosen as one of 100 digital influencers, allowing them to test-drive a new Fiesta for six months. I’m proud to say that when Avaya attended GITEX in 2014, we came prepared with a solution that did just that. When Ford wanted to reintroduce the Fiesta brand in the U.S.

Innovation 40

Innovation Feedback 2014 2015 40

inmoment

JUNE 1, 2020

Years have passed since 2014 when Gartner boldly declared that “customer experience is the new battleground for businesses.” Consumers are noticing when brands reach out to try and help, versus when they are being sold to. Market Disruption has Exposed the Need for Experience Improvement. Empathy is Now a CX Commodity .

Customer Experience 69

Customer Experience Feedback Insights NPS 69

COPC

SEPTEMBER 5, 2019

We also realised that consumers in China are very keen to adopt technology-empowered customer service. Rather than just using the traditional assisted channels (such as person-to-person contact centres), Chinese consumers are willing to search for resolution via unassisted channels.

Financial 40

Financial 2004 2014 Innovation 40

COPC

SEPTEMBER 4, 2019

We also realised that consumers in China are very keen to adopt technology-empowered customer service. Rather than just using the traditional assisted channels (such as person-to-person contact centres), Chinese consumers are willing to search for resolution via unassisted channels.

Financial 40

Financial 2004 2014 Innovation 40

Comm100

JANUARY 14, 2016

If there is one thing that’s certain, it’s that modern consumers are much more tech-savvy than those from past generations. As technology continues to open new avenues for innovation and business transformation, so too will the shopping and buying habits of consumers. All Channels – All the Time.

2016 0

2016 Customer Service Social Media 2015 0

COPC

SEPTEMBER 3, 2019

We also realised that consumers in China are very keen to adopt technology-empowered customer service. Rather than just using the traditional assisted channels (such as person-to-person contact centres), Chinese consumers are willing to search for resolution via unassisted channels.

Financial 40

Financial Customer Satisfaction 2004 Technology 40

Brad Cleveland Blog

DECEMBER 29, 2015

Retailers reported that sales via smartphones grew an average of 87% in 2014. Source: Google) 59% of consumers have received an advertising message on their smartphone from a brand or retailer related to their current location. …

2014 22

2014 2015 Advertising Retail 22

Talkdesk

MAY 14, 2019

Knowing how long it takes to answer customer calls can help you answer that question, and Average Wait Time has become a contact center key performance indicator for just that reason. AWT can be measured globally across the contact center, by ring group, agent or phone number.

Call Center 61

Call Center E Commerce Average Handle Time Contact Center 61

Brad Cleveland Blog

DECEMBER 29, 2015

Retailers reported that sales via smartphones grew an average of 87% in 2014. Source: Google) 59% of consumers have received an advertising message on their smartphone from a brand or retailer related to their current location. …

2014 20

2014 2015 Advertising Retail 20

Brad Cleveland Blog

JUNE 29, 2015

While there may be a perception that only younger consumers use social media as an access channel, research published mid 2014 by eConsultancy suggests that is clearly not the case. Here’s a breakdown of usage by age group: • 18-24 – 49.5% • 25-34 – 44.6% • 35-44 – 37.5% • 45-54 – 31.8% • 55+ – 27.4% The upshot?

Social Media 24

Social Media 2014 Customer Service Consumers 24

TechSee

DECEMBER 12, 2017

To enhance customer satisfaction, more and more companies are transforming into an omnichannel contact center – providing a frictionless customer service experience across multiple touchpoints. Considering that contact centers today hold immense repositories of customer data, processing this information is no simple feat.

Omnichannel 143

Omnichannel White Paper Contact Center Touchpoint 143

Brad Cleveland Blog

JUNE 29, 2015

While there may be a perception that only younger consumers use social media as an access channel, research published mid 2014 by eConsultancy suggests that is clearly not the case. Here’s a breakdown of usage by age group: • 18-24 – 49.5% • 25-34 – 44.6% • 35-44 – 37.5% • 45-54 – 31.8% • 55+ – 27.4% The upshot?

Social Media 20

Social Media 2014 Customer Service Consumers 20

Magellan Solutions

JULY 11, 2021

This language proficiency allows Filipino to attain jobs that need strong proficiency in the English language, especially in the call center company in Philippines. As of 2014, the Philippines has one of the youngest populations in Southeast Asia. This Generation’s Population. 60% of this population range from 15-64 years old.

Call Center 45

Call Center Tourism 2015 Contact Center 45

ProProfs Chat

JUNE 14, 2019

46% of decision-makers in global contact centers expect their business to grow 5-10% in the next year, while 14% project a massive growth of more than 10%. Around 54% of all consumers globally say they have higher customer service expectations than they did just one year ago. Forrester. Microsoft. Dimensional Search.

2019 90

2019 Customer Service Social Media Poor Customer Service 90

ShepHyken

OCTOBER 28, 2016

And the vast majority (95%) of consumers share bad experiences with others. Let’s say that over the course of a year, of the hundreds of thousands of interactions customers will have with a large consumer-facing company, 5,000 have a bad customer experience. Popular consumer-driven review sites like Yelp, TripAdvisor, Glassdoor, Yahoo!,

Blog 133

Blog 2014 Poor Customer Service Contact Center 133

Avaya

APRIL 3, 2017

The average consumer today uses a combination of the above channels to engage with his or her favorite brands. In fact, in 2014, over 40 % of customers were already using up to seven different service channels including live chat, email, social media, SMS and traditional phone. Integrated Data Views and Custom Agent Desktops.

Contact Center 57

Contact Center Customer Journey Mapping Customer Journey 2014 57

SurveySensum

JULY 14, 2020

He is a New York Times #1 bestselling author and an international speaker on leadership, employee engagement, customer experience, customer loyalty, and consumer advocacy. He founded Heart of the Customer in 2014 to help companies of all sizes increase customer engagement. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

2020 132

2020 Customer Experience Magazine Consulting 132

Avaya

SEPTEMBER 1, 2016

And a huge part of this evolution is the impact of today’s consumers who, armed with multiple smart devices, are operating like individual digital enterprises. The technology, tools and skill sets needed were not evolved enough to create the cultural shift that is now happening with consumers, enterprises … the world. to drive action.

Communication 44

Communication Contact Center Net Promoter Score Culture 44

Experience Matters

APRIL 7, 2015

For close to 20 years, we have focused on delivering innovative, reliable technology (with 100 percent uptime in 2014), building outstanding client relationships, and creating a community to share knowledge with industry thought leaders. Additionally, 43 industry leading organizations earned 2014 Confirmit ACE Awards.

2015 97

2015 Multi-Channel 2014 CEM 97

Eptica

JANUARY 27, 2016

For example, over two thirds (67%) of consumers say they’ve used social media for customer service , rather than phoning or visiting a company website, according to research from J.D. Firstly, the consumer directly affected is upset, annoyed and will potentially take their business elsewhere. Published on: January 27, 2016.

E Commerce 50

E Commerce Customer Service Social Media 2016 50

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Most recently, he was named one of Campaign US ’ Digital 40 over 40.

Customer Service 59

Customer Service Customer Experience Magazine Books 59

Storyminers

JULY 6, 2020

Arie’s industry specialties include: Financial Services, Credit Card, Consumer Lending, Retail, Internet, Telecommunications, and other services companies. His new book Hooked on Customers (April 2014) reveals the five habits of leading customer-centric firms. Most recently, he was named one of Campaign US ’ Digital 40 over 40.

Customer Service 52

Customer Service Customer Experience Magazine Books 52