Eptica

JANUARY 8, 2016

Date: Friday, January 8, 2016 5 customer experience lessons from the 2015 Holiday Shopping season. Author: Robin Tandon While the peak season for retailers isn’t yet over, many companies are already taking stock and looking at their performance, as well as studying the wider trends that emerged in the run up to Christmas 2015.

2015 49

2015 E Commerce Customer Experience 2014 49

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. Author: Michael Cheung Recent research from charity Citizens Advice found major differences between how UK utilities handle customer service. Share this page on: Tweet.

Customer Service 75

Customer Service 2015 Social Media Contact Center 75

Eptica

SEPTEMBER 9, 2015

Date: Wednesday, September 9, 2015 Making a success of Twitter customer service. Published on: September 09, 2015. Author: Michael Cheung The immediacy and reach of Twitter means it has become a vital channel for customer service. times over the past two years. Share this page on: Tweet.

Customer Service 97

Customer Service Social Media 2015 Contact Center 97

Tricia Morris

FEBRUARY 19, 2016

Here is a collection of 16 statistics shaping customer service for today and tomorrow: 1. 76% of consumers say they view customer service as the true test of how much a company values them. 2015 Aspect Consumer Experience Survey ). 2015 Global State of Multichannel Customer Service Report).

Customer Service 70

Customer Service 2015 2016 Contact Center 70

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from.

E Commerce 75

E Commerce Customer Experience 2015 Banking 75

Eptica

DECEMBER 23, 2015

Date: Wednesday, December 23, 2015 How customer service techniques can ensure a stress-free Christmas. Published on: December 23, 2015. Author: Pauline Ashenden With the holidays now nearly upon us, spare a thought for customer service teams who have to keep working right up to, and through, Christmas itself.

Customer Service 49

Customer Service 2015 Contact Center Retail 49

Eptica

SEPTEMBER 18, 2015

Date: Friday, September 18, 2015 The six ways web self-service improves your customer experience. Published on: September 18, 2015. Author: Robin Tandon Customer service teams are currently faced with multiple challenges. for phone, according to analysts Contact Babel. for email and £3.87

E Commerce 78

E Commerce Customer Experience Contact Center 2015 78

Eptica

SEPTEMBER 10, 2015

Date: Friday, September 11, 2015 What the latest Apple launch tells us about customer service. Published on: September 11, 2015. Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. Share this page on: Tweet.

Customer Service 76

Customer Service 2015 2014 Social Media 76

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. Given these challenges, how are they coping with becoming more customer centric? There should be agent tools and customer tools, designed on a common platform.

Customer Service 49

Customer Service 2015 Social Media Contact Center 49

Eptica

SEPTEMBER 30, 2015

Date: Wednesday, September 30, 2015 The widening UK customer experience gap. Published on: September 30, 2015. The rise of social media and increasingly demanding customers has changed all of this. It shows there has been scant change to customer service levels, with no overall improvement since 2013.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

Eptica

SEPTEMBER 18, 2015

Date: Wednesday, September 23, 2015 Why customer service is still vital in the supermarket price war. Published on: September 23, 2015. This gap between best and worst replicates Eptica’s findings in the 2015 UK Multichannel Customer Experience Study. Those that were 1% below saw sales decrease by 1%.

E Commerce 76

E Commerce Customer Service Social Media 2015 76

Eptica

DECEMBER 18, 2015

Date: Friday, December 18, 2015 Telecoms customer complaints rising in the UK. Published on: December 18, 2015. According to its latest customer service report complaints against telecoms companies are increasing. How will they cope at this critical time? New research from UK regulator Ofcom provides some pointers.

2015 61

2015 Social Media Sports Contact Center 61

Eptica

AUGUST 19, 2015

Date: Wednesday, August 19, 2015 Robots – the future of customer service? Published on: 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.

Customer Service 85

Customer Service Wireless 2015 Contact Center 85

Eptica

MARCH 31, 2016

The web, in the form of help and self service has remained on top throughout that time and continued to improve between 2015 and 2016. Banking tops the table In 2015, the study highlighted the big improvement made by banking sector websites (an overall online score of 91% for the sector), overtaking sites operated by fashion retailers.

Customer Service 49

Customer Service Entertainment 2015 Fashion 49

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. This rising volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback , threatens to overwhelm many organizations.

Contact Center 74

Contact Center Social Media 2015 Consumers 74

Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Published on: August 14, 2015. Author: Pauline Ashenden Twenty years ago, the majority of banking was carried out face-to-face through an extensive branch network and most consumers remained with the same bank for much of their lives.

Banking 85

Banking Social Media Customer Experience Contact Center 85

Eptica

NOVEMBER 11, 2015

Date: Wednesday, November 11, 2015 Comparing the retail customer experience in the United States and United Kingdom. Published on: November 11, 2015. Author: Pauline Ashenden Thanks to the internet, retail is a global industry, with companies now facing competition from peers around the world. Share this page on: Tweet.

Retail 75

Retail E Commerce Customer Experience 2015 75

Eptica

DECEMBER 9, 2015

Date: Wednesday, December 9, 2015 5 Ways of improving handling times this Christmas. Published on: December 09, 2015. Given this pressure, retailers need to balance reducing handling times while at the same time ensuring that customers receive a helpful, informative response to their query if they are to retain their business.

Contact Center 50

Contact Center Social Media 2015 Retail 50

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. This shift to a mobile first world has a big impact on the customer experience and customer service. Share this page on: Tweet.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. Equally, you can use technology such as linguistics to analyze incoming interactions to your contact center, enabling you to pinpoint consumers that have sent positive emails, tweets or Facebook messages.

Net Promoter Score 71

Net Promoter Score Customer Service Social Media Contact Center 71

Eptica

OCTOBER 30, 2015

Date: Friday, October 30, 2015 Which sectors offer the worst customer experience? Published on: October 30, 2015. Author: Pauline Ashenden While all industries need to ensure they are delivering an excellent customer experience, some seem to be intrinsically better at it than others. Share this page on: Tweet.

Customer Experience 75

Customer Experience Transportation Insurance 2015 75

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? Published on: January 20, 2016. Eptica research backs up the need to make self-service easier. Share this page on: Tweet.

Customer Service 49

Customer Service 2016 2015 E Commerce 49

Eptica

NOVEMBER 20, 2015

Date: Friday, November 20, 2015 Systems versus service. Published on: November 20, 2015. Author: Olivier Njamfa Categorie(s): Contact Center Customer Engagement Customer Experience Customer Service Utilities Earlier in the year I moved house and needed to change the existing energy supplier for the property.

Net Promoter Score 69

Net Promoter Score 2015 Contact Center NPS 69

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Author: Neil Cox In 2015 the US Census Bureau reported that Millennials outnumbered Baby Boomers for the first time , meaning they now make up a quarter of the population. Published on: February 05, 2016. They want their views to be acted on (fast!),

Customer Expectations 51

Customer Expectations Social Media Contact Center 2015 51

Avaya

DECEMBER 1, 2016

We are well aware that what goes on behind the scenes to coordinate the customer experience can be dauntingly complex. The latest release of Avaya IP Office Contact Center takes into account midsize businesses’ needs and requirements for simplicity and affordability, and the desire to deliver a top-notch customer experience.

Customer Experience 57

Customer Experience Contact Center E Commerce 2015 57

Eptica

JULY 6, 2016

Given this pressure, along with the need to operate as efficiently as possible, how are contact centers evolving to meet changing needs? The report is based on a survey of 221 UK contact centre managers working across 11 different vertical industries ranging from small contact centers of up to 50 agents to those with 200+ agents.

Customer Service 49

Customer Service Contact Center Social Media 2016 49

Eptica

JULY 27, 2016

Profits rose by more than a third, to over €2 billion in 2015. Whatever the industry, consumers demand the highest standards of customer service – as the YOPA research shows, fail to provide what they are looking for and they’ll have no qualms about heading to your rivals. Share this page on: Tweet.

Customer Service 50

Customer Service Poor Customer Service Contact Center 2016 50

Eptica

JUNE 1, 2016

These points are backed up by the latest Eptica Multichannel Customer Experience Study , which highlights that the adoption of chat by UK brands is on an upward curve. For example in the 2014, 13% of companies claimed to offer it, and in 2015 this doubled to 26%. In the 2016 study it again grew exponentially, to 44% of brands surveyed.

Customer Service 49

Customer Service 2016 2014 Contact Center 49

Eptica

NOVEMBER 13, 2015

Date: Friday, November 13, 2015 7 ways banks can transform customer experience. Published on: November 13, 2015. Author: Dharmesh Ghedia Banks and other financial service providers are facing unprecedented challenges. Share this page on: Tweet.

Banking 77

Banking Customer Experience Financial 2015 77

Eptica

MARCH 18, 2016

Static performance Overall, the UK research found minor changes in performance since 2015, with the total number of questions answered on the web, email and Twitter remaining static at 55%. 10% fewer companies allowed non-customers to email them compared to 2015. However, performance varied. Share this page on: Tweet.

Retail 49

Retail E Commerce Customer Service Entertainment 49

Eptica

NOVEMBER 27, 2015

Date: Friday, November 27, 2015 Mobile – at the heart of the customer experience. Published on: November 27, 2015. Author: James Gladwish According to new academic research people check their smartphones 85 times a day and use them for a daily average of 5 hours. Share this page on: Tweet.

Customer Experience 51

Customer Experience Social Media 2015 Contact Center 51

Eptica

DECEMBER 16, 2015

Date: Wednesday, December 16, 2015 Customer service in a multigenerational world. Published on: December 16, 2015. At the same time answers will need to be consistent, across every demographic, so make sure you have a centralized knowledge base in place to share information across your contact center agents and channels.

E Commerce 48

E Commerce Customer Service Social Media Contact Center 48

Calabrio

FEBRUARY 24, 2016

In 2015, it gained momentum. Now, in 2016, it’s so important, it pulls other priorities into its orbit,” explained Travis, drawing parallel between customer experience and the sun. During a 12-month period between 2014 and 2015, Calabrio recorded more than one billion calls. “In 2014, it emerged as a top priority for marketers.

Customer Experience 40

Customer Experience 2014 Contact Center 2015 40

Eptica

AUGUST 5, 2016

Based on consumer research into how customer experience strengthens loyalty, it shows both individual company scores and how the wider economy is performing. Looking through the research, I can see four key trends for CX and customer service professionals to focus on: 1. Share this page on: Tweet.

2016 50

2016 Wireless Social Media Contact Center 50

Eptica

FEBRUARY 12, 2016

The latest Institute of Customer Service Customer Satisfaction Index (UKCSI) has shown its first substantial improvement for two years, with a rise of 0.8 The six monthly study, which is based on the views of 10,000 customers, has improved by 1 point since January 2015 but is still well below the January 2013 peak of 78.2.

Customer Service 49

Customer Service 2016 Contact Center 2013 49

Eptica

JUNE 24, 2016

Business success depends on a wide variety of factors and it can be hard to isolate customer experience in dollar figures. In 2015 he published a report looking at the difference in revenue growth between pairs of similar businesses in five sectors (cable communications, airlines, investments, retail and health insurance).

ROI 50

ROI Customer Experience 2016 Airlines 50

Eptica

JUNE 8, 2016

They want the peace of mind of knowing they have the right answer, however they make contact. 69% of routine travel questions were answered online, up 10% from 2015, with all scoring between 6 and 8 out of 10. The one glimmer of hope came from the performance of travel companies on the web. Share this page on: Tweet.

Travel 49

Travel Airlines Customer Experience Social Media 49