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

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? However, before exploring some of these trends in future blog posts, I’d like to take the opportunity to review 2015 – specifically some of the most popular topics covered by the Eptica blog. Published on: January 06, 2016.

2015 50

2015 Customer Experience 2016 Social Media 50

ShepHyken

DECEMBER 8, 2017

This week we feature an article by Mansi Bhatia who looks at ways organizations can transform contact centers into a customer engagement center. I like the idea of a customer engagement center. – Shep Hyken. Earlier, businesses used to see contact centers as cost centers.

Contact Center 44

Contact Center Customer Engagement Blog Engagement 44

Tricia Morris

OCTOBER 9, 2015

2015 Aspect Consumer Experience Survey ). 2015 Global State of Multichannel Customer Service Report). 2015 Aspect Consumer Experience Survey). 2015 Aspect Consumer Experience Survey ). 2015 Global State of Multichannel Customer Service Report). 2015 Aspect Consumer Experience Survey).

Customer Service 110

Customer Service 2015 Poor Customer Service Contact Center 110

Eptica

AUGUST 28, 2015

Date: Friday, August 28, 2015 What is a customer hub? Published on: August 28, 2015. As the number of channels used by customers began to expand, the web , email and social media may have been added to this remit. You can find out more about the Eptica Customer Day 2015 and book your place here.

Social Media 92

Social Media 2015 Contact Center Hotels 92

TechSee

APRIL 10, 2019

Oftentimes, the best business cases are those that both increase customer satisfaction and cut costs by reducing contact center enquiries or technician dispatches. Through Digital CX, customers – via social media, chat, email, text, or over the phone – will receive personalized experiences based on their previous interactions.

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

Eptica

OCTOBER 6, 2015

Date: Tuesday, October 6, 2015 How to prevent utility customer service delivering a shock. Published on: October 06, 2015. A further four companies had over 400 complaints per 100,000, within the three months between April and June 2015. This is one reason for continued high call volumes to utility contact centers.

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. According to Nielsen, nearly half of US consumers use social media to ask questions and Twitter’s own analysis shows that tweets to major brands have increased 2.5 times over the past two years.

Customer Service 97

Customer Service Social Media 2015 Contact Center 97

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. The rise of social media and increasingly demanding customers has changed all of this.

Customer Experience 83

Customer Experience Social Media 2015 2013 83

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

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Published on: August 14, 2015. The internet also underpins social media, which provides aggrieved customers with a platform to broadcast their complaints to the wider world. Three factors have dramatically changed this.

Banking 85

Banking Social Media Customer Experience Contact Center 85

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

NOVEMBER 4, 2015

Date: Wednesday, November 4, 2015 What’s the best channel for U.S. Published on: November 04, 2015. The 2015 Eptica Retail Customer Experience Study therefore evaluated 500 U.S. Despite the talk about social customer service , Facebook and Twitter responses trailed in at the bottom of the table. retail customer service?

Retail 76

Retail E Commerce Customer Service 2015 76

Eptica

SEPTEMBER 10, 2015

Date: Wednesday, September 16, 2015 Why aren’t organizations embracing digital customer service? Published on: September 16, 2015. Author: Steve Nattress The spread of digital customer service channels, from email and chat to social media , can provide organizations with significant benefits. Share this page on: Tweet.

Customer Service 76

Customer Service Social Media Contact Center 2015 76

transcosmos Information Systems

OCTOBER 22, 2015

The Aspect blog provides technology news, trends and actual customer experiences, best practices for customer experience related matters for contact centers and enterprises. Ameyo’s content, especially their listicles and infographics, are extremely helpful for BPOs or contact centre businesses. Think Customers.

Blog 70

Blog 2015 Customer Service E Commerce 70

Eptica

DECEMBER 18, 2015

Date: Friday, December 18, 2015 Telecoms customer complaints rising in the UK. Published on: December 18, 2015. However, the rise of superfast broadband, social media, IP telephony and on-demand/pay-TV services mean that it is now an essential part of the Christmas experience for the majority of families.

2015 61

2015 Social Media Sports Contact Center 61

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. After all, it is very easy for people to equate customer service solely with complaints, whereas a growing number of interactions are from consumers sharing their thanks or praising a company, particularly on social media.

Net Promoter Score 71

Net Promoter Score Customer Service Social Media Contact Center 71

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. The 2015 Eptica Multichannel Customer Experience Study evaluated midsize retailers on their ability to answer routine enquiries via email, the web, chat, Twitter and Facebook.

Customer Service 49

Customer Service 2015 Social Media Contact Center 49

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. Clarabridge connects to all sources of customer feedback, including ratings and reviews , chat , both Clarabridge-generated and third-party surveys , blogs and forums , emails , call centers , social media , and voice recordings.

2015 97

2015 Multi-Channel 2014 CEM 97

Eptica

OCTOBER 14, 2015

Date: Wednesday, October 14, 2015 The rise of the customer hub. Published on: October 14, 2015. For example, information in a contact center knowledge base can be shared throughout an organization, such as with the service or delivery teams, either directly or by linking to the software that they currently use.

Contact Center 81

Contact Center 2015 Social Media Customer Journey 81

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. This means they don’t need to pick up the phone, send an email or use social media to make contact so it improves service levels and efficiency at the same time. Share this page on: Tweet.

Contact Center 74

Contact Center Social Media 2015 Consumers 74

NICE inContact

FEBRUARY 23, 2016

Each year Customer Magazine identifies outstanding achievements within the call center/CRM industry and awards the most innovative customer experience technology solutions. True multi-channel support for blended inbound and outbound voice, voicemail, email, chat, text and social media channels.

2016 50

2016 Net Promoter Score Multi-Channel Magazine 50

Eptica

NOVEMBER 6, 2015

Date: Friday, November 6, 2015 5 key customer service skills – and how technology can help improve them. Published on: November 06, 2015. Gearing up for Christmas means that many businesses, especially retailers, are adding more staff in store and in contact centers. Share this page on: Tweet.

Technology 76

Technology Customer Service Social Media Multi-Channel 76

Kustomer

AUGUST 3, 2021

Additionally, the study uncovered unquantified benefits including: Improved effectiveness of social media channels. Using Kustomer’s integrated customer service CRM, organizations were able to extend social channels beyond marketing and brand awareness to customer service and engagement.

ROI 98

ROI Net Promoter Score E Commerce Return on Investment 98

Eptica

DECEMBER 9, 2015

Date: Wednesday, December 9, 2015 5 Ways of improving handling times this Christmas. Published on: December 09, 2015. Based on my experience working with contact centers, I can recommend these five areas to help improve handling times: 1. Again, this saves time without impacting the service provided.

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. Now they have a device in their pockets that they can use to make contact instantly across a wide number of channels. Share this page on: Tweet.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

Eptica

APRIL 29, 2016

In total, across the web, email and Twitter channels insurers successfully answered 58% of all questions, an 18% increase since 2015. Falling behind on the web In 2015 insurance was the bottom of ten sectors surveyed when it came to providing answers online. In 2015 just half gave accurate answers. Share this page on: Tweet.

Insurance 48

Insurance Connections Customer Service 2015 48

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

DECEMBER 11, 2015

Date: Friday, December 11, 2015 Festive failings in UK customer service. Published on: December 11, 2015. In this post we will focus on the UK results of the 2015 Eptica Retail Black Friday Customer Experience Study in which there were three main findings: 1. billion was spent on the day itself. Share this page on: Tweet.

E Commerce 49

E Commerce Customer Service 2015 Social Media 49

Eptica

AUGUST 21, 2015

Date: Friday, August 21, 2015 The need for digital transformation in retail. Published on: August 21, 2015. According to analyst IDC Retail Insights 64% of Western European retailers are currently undertaking a formal digital transformation program , while a further 21% expect to start one by the end of 2015.

Retail 89

Retail E Commerce 2015 Contact Center 89

Eptica

JANUARY 27, 2016

Date: Wednesday, January 27, 2016 Social customer service – why it is a continuous journey. Author: Michael Cheung All brands should now understand the importance of social media to customer service. However, many companies are still failing to deliver even the most basic levels of customer service via social media.

E Commerce 50

E Commerce Customer Service Social Media 2016 50

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

FEBRUARY 5, 2016

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. While they are at home online and on social media, they pick the channel that best meets their current needs. Published on: February 05, 2016.

Customer Expectations 51

Customer Expectations Social Media Contact Center 2015 51

Eptica

MARCH 4, 2016

To do this we’ve posed as prospective customers, testing how easy it is to find information and answers to the routine questions that consumers might ask every day on the web and via email, chat and social media. For consumers looking for a response to their queries, the best option is to turn to social media.

Brands 50

Brands Social Media 2016 2015 50

transcosmos Information Systems

OCTOBER 22, 2015

The Aspect blog provides technology news, trends and actual customer experiences, best practices for customer experience related matters for contact centers and enterprises. Ameyo’s content, especially their listicles and infographics, are extremely helpful for BPOs or contact centre businesses. Think Customers.

Blog 54

Blog 2015 Customer Service E Commerce 54

Eptica

NOVEMBER 18, 2015

Date: Wednesday, November 18, 2015 The state of UK email customer service. Published on: November 18, 2015. Author: Steve Nattress In an era where social media, self-service and chat are being increasingly used for customer service , it is easy for organisations to overlook email or to not provide the channel with sufficient resources.

Customer Service 75

Customer Service E Commerce 2015 Transportation 75

Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. While organizations are accelerating their efforts, in its 2015 Customer Experience Index for Europe , the analyst found that no company in France, Germany or the UK yet delivered a superior experience.

E Commerce 75

E Commerce Customer Experience 2015 Banking 75