Tricia Morris

FEBRUARY 19, 2016

Customer expectations are changing and growing just as rapidly as the channels and technology consumers are empowered with to engage, encouraging (if not demanding) that brands and organizations embrace a strategy of non-stop, customer-centric adaptation. 2015 Global State of Multichannel Customer Service Report).

Customer Service 70

Customer Service 2015 2016 Contact Center 70

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. Is it stopping the customer from buying? Analyzing the language used within a digital interaction provides the ability to triage effectively and save the most at risk customers.

Customer Service 71

Customer Service Contact Center Social Media 2016 71

Comm100

JANUARY 14, 2016

Consequently, as newer technologies enable more ease in performing business transactions, consumers will have higher expectations when it comes to customer service and sales support. In recent years, consumers have placed greater importance on the quality of customer service than on the price and quality of products alone.

2016 0

2016 Customer Service Social Media 2015 0

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. This shift to a mobile first world has a big impact on the customer experience and customer service. There are three areas to focus on: 1. Share this page on: Tweet. Share this page on: Tweet.

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Author: Steve Nattress Customers are increasingly demanding about the levels of service that they receive from brands.

Customer Service 49

Customer Service Contact Center Social Media 2016 49

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Published on: January 29, 2016. Author: James Gladwish Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. I think it comes down to four areas: 1.

Hotels 56

Hotels Customer Service Social Media Travel 56

Storyminers

JANUARY 24, 2017

Customer experience expert Mike Wittenstein sheds light on enhanced customer expectations, AI innovation, and more. 2017 will be a year defined by how well companies continue to adapt to customer expectations—like the ability to get good service at any time of the day, via any device.

Contact Center 34

Contact Center 2017 Brands Hospitality 34

Eptica

JANUARY 25, 2017

Date: Wednesday, January 25, 2017 The 5 trends brands need to address for improved customer service. Author: Pauline Ashenden The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service. out of 100 (up 0.5

Net Promoter Score 51

Net Promoter Score Brands Customer Service 2016 51

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Author: Steve Nattress Email has been a mainstay of customer service since its inception , providing a digital alternative to the telephone for consumers.

Engagement 52

Engagement Customer Service Social Media Contact Center 52

TechSee

JANUARY 2, 2018

Customer satisfaction and experience are important for every industry, and insurance is no exception. trillion in claims were paid by insurance companies in 2016 alone. To stay relevant and compete effectively, traditional insurance companies must ensure their customer base is satisfied.

Insurance 116

Insurance Telecommunications Contact Center Document 116

Eptica

AUGUST 5, 2016

Date: Wednesday, August 17, 2016 4 lessons from the Forrester CX Index. Published on: August 17, 2016. Author: Pauline Ashenden Forrester has just published its 2016 US Customer Experience Index , providing an update on the state of CX across multiple sectors. This shows in their performance within the Index.

2016 50

2016 Wireless Social Media Contact Center 50

Eptica

OCTOBER 16, 2015

Continue to innovate Wherever you operate, customer expectations are always rising, meaning that the customer experience needs to continue to evolve. Across every industry there has therefore been a major focus on delivering this customer experience as well as continually improving it to match rising expectations.

E Commerce 75

E Commerce Customer Experience 2015 Banking 75

Eptica

AUGUST 24, 2016

Date: Wednesday, August 24, 2016 Why CEOs need to focus on customer experience. Published on: August 24, 2016. Author: Olivier Njamfa Customer experience (CX) is moving rapidly towards the top of the CEO agenda as businesses realize its importance to the bottom line. Share this page on: Tweet.

Customer Experience 49

Customer Experience 2016 Social Media Multi-Channel 49

Tricia Morris

MAY 31, 2016

Customer expectations are changing, and to be successful, brands’ delivery on customer experience must too. Brands must approach everything they do, but especially service and engagement, with a customer experience mentality. Engaging customers does, and involving them in the best way to engage is even better.”.

Customer Experience 55

Customer Experience 2016 Contact Center Loyalty 55

NICE inContact

JUNE 21, 2016

Customer experience is a huge factor in bringing consumers back into the fold as repeat customers. A major facet of a customer’s experience is the customer service exchanges they have with your company’s representatives. Any employee that a customer talks to is the face of your business during that interaction.

Contact Center 50

Contact Center 2016 Measurement Insights 50

Stella Connect

JANUARY 30, 2017

Last month, at the National Retail Federation’s Big Show 2017 , we partnered with lululemon’s Guest Education Centre director Dave Pitsch to present “Lessons Learned from 2016 Holiday Shopping.”. It Ensures Customer Expectations Are Met. In your customers’ eyes, your people are your brand. It Strengthens the Brand.

Retail 40

Retail Culture 2016 2017 40

LiveChat

OCTOBER 31, 2019

Chatbots are also a great tool to help guide customers through the buying or customer support process when agents aren’t available. They may engage with customers around the clock with effective and engaging support that effectively measures up with a live chat customer experience. Call center automation.

Loyalty 57

Loyalty Call Center Return on Investment Consumers 57

Tricia Morris

JANUARY 11, 2016

“Setting customer expectations at a level that is aligned with consistently deliverable levels of customer service requires that your whole staff, from product development to marketing, works in harmony with your brand image.” Isn’t it time we engage the empowered customer with equally empowered employees?

2016 67

2016 Customer Service Chief Customer Officer Contact Center 67

Kustomer

JUNE 27, 2022

A new era in customer service has arrived. The transformed landscape requires engagement like never previously seen, and customer service software is here to help. Not one single survey has ever indicated that customers wouldn’t pay more for great service, according to Forbes.

2022 98

2022 Customer Service E Commerce E-support 98

Kustomer

OCTOBER 28, 2022

Modern customer service looks very different from prior decades. Customers gravitate toward brands that have differentiated customer service, leaving those that don’t in the dust. With this in mind, brands now realize that customer service is directly tied to their revenue, and are modernizing applications.

Customer Engagement 105

Customer Engagement Engagement Omnichannel 2002 105

Eptica

NOVEMBER 28, 2016

Date: Monday, November 28, 2016 5 top trends driving customer service. Published on: November 28, 2016. Author: Guest author: Chris Measures When it comes to service, customers today demand the highest standards from every organization that they deal with, in every industry and across every channel.

Customer Service 70

Customer Service Social Media 2016 B2C 70

Eptica

AUGUST 3, 2016

Date: Wednesday, August 3, 2016 Coping with the switch from phone to digital customer service. Published on: August 03, 2016. New research by contact center analysts, Contact Babel , in the US and the UK highlights how consumer usage of channels is changing and the pressure it is putting on organizations.

Customer Service 51

Customer Service Contact Center Multi-Channel Social Media 51

Eptica

JANUARY 27, 2016

Date: Wednesday, January 27, 2016 Social customer service – why it is a continuous journey. Published on: January 27, 2016. Author: Michael Cheung All brands should now understand the importance of social media to customer service. Over 1 million people view tweets about customer service every week.

E Commerce 50

E Commerce Customer Service Social Media 2016 50

ShepHyken

AUGUST 29, 2016

Each week I read a number of customer service articles from various online resources. 5 Smart Contact Center Strategies Designed to Improve the Customer Experience by Pam Bednarczyk. Kuiu is a hunting gear company that has a customer focused culture. The Definition of Good Customer Service by Jacob Firuta.

2016 0

2016 Article Net Promoter Score Customer Service 0

Stella Connect

JANUARY 25, 2018

In recent years, we’ve seen a major shift in brands’ approaches to customer service delivery and contact center performance management. How will emerging and growing trends change the customer service equation? More Companies Will Make Customer Service a Strategic Priority.

2018 40

2018 Customer Service Contact Center Omnichannel 40

Eptica

MAY 4, 2016

Date: Wednesday, May 4, 2016 Knowledge – the jewel in the customer service crown. Published on: May 04, 2016. Author: Pauline Ashenden At a time when consumers want a fast, seamless experience, knowledge is at the heart of delivering excellent customer service. Share this page on: Tweet.

Customer Service 49

Customer Service Social Media Contact Center 2016 49

Storyminers

MAY 4, 2016

[originally posted on the User Testing Blog 3/06/2016 by Spencer Lanoue ]. Investing in customer experience drives revenue growth and increases customer loyalty. According to Gartner , customer experience will be the main battleground for competing companies over the next two years. Shep Hyken.

Customer Experience 56

Customer Experience Definition Interaction Customers 56

ijgolding

MARCH 22, 2017

Customer Experience (CX) strategy has become the key aspect for many businesses – more important than low-cost. In fact expectations of customer service are increasing every day. This has also changed the way customers interact and search for product information. “The cost of bad experience is around $ 80.00

E Commerce 81

E Commerce Customer Experience Multi-Channel E-support 81

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Source: Alex Knight.

ROI 52

ROI Contact Center 2018 Social Media 52

Kayako

JANUARY 5, 2017

“In the old world, you devoted 30% of your time to building a great service and 70% of your time to shouting about it. Customers expect top-notch service, with no patience or loyalty for companies that don’t provide it. They can easily search for a better alternative to your product or service.

2017 38

2017 Multi-Channel Loyalty Customer Service 38

Avaya

MAY 10, 2016

In 2016 we would not consider ourselves early adopters. But the focus must still be about how the transition will affect the customer’s experience with the company from beginning to end. Is the customer punished for purchasing online by having to pay added shipping fees? I’m talking about your contact center agents.

Contact Center 56

Contact Center Retail Omnichannel Customers 56

Comm100

JUNE 13, 2018

Customers can experience many types of pain points, or common problems, while doing business with a company. Remedy existing customer pain points before the holiday rush by considering the following: Where do your customers currently experience friction in the buying experience? It’s All About Shipping.

E Commerce 53

E Commerce E-support Social Media Retail 53

Comm100

AUGUST 21, 2018

The decision to take on chatbot customer service is an exciting one for companies. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” Customer Service KPIs for Agents and Bots.

Metrics 40

Metrics Average Handle Time Net Promoter Score Customer Service 40

Comm100

AUGUST 21, 2018

The decision to take on chatbot customer service is an exciting one for companies. As Forrester notes in their 2016 report, How Analytics Drives Customer Life-Cycle Management , “Every customer interaction leaves a trail of customer data waiting to be analyzed.” Customer Service KPIs for Agents and Bots.

Metrics 40

Metrics Average Handle Time Net Promoter Score Customer Service 40

Provide Support

JUNE 2, 2016

In today’s digital, fast-paced world customer expectations and the rules of customer engagement are rapidly changing. What used to be acceptable and satisfactory in customer service a while ago is no longer enough. And, not surprisingly, they will no longer tolerate poor customer service. Read more.

Consumers 51

Consumers 2003 Customer Service Poor Customer Service 51