ShepHyken

NOVEMBER 14, 2016

That stat probably applies to other social channels as well. Where Customer Service is Failing: Top Priorities For Your Contact Center [Research] by Sharpen. The post 5 Top Customer Service Articles For the Week of November 14, 2016 appeared first on Shep Hyken. Follow on Twitter: @Hyken.

2016 127

2016 Article Customer Service 2017 127

Lumoa

JUNE 23, 2021

In the past, contact centers could stay ahead of the curve as long as they ensured to utilize the right solutions and tools to service customers. According to a survey, CCaaS will grow to be the favored adoption model by 50% of contact centers by 2022.

Contact Center 83

Contact Center Omnichannel Social Media 2025 83

Comm100

JANUARY 14, 2016

As we enter 2016, it appears that this consumer behavior trend will continue through 2016 and beyond. Still, many companies have been slow to adapt their websites and infrastructure to accommodate this technological growth – however, this will change significantly in 2016. Social Media Is a Powerful Support Platform.

2016 0

2016 Customer Service Social Media 2015 0

Eptica

OCTOBER 7, 2016

Date: Friday, October 7, 2016 7 key issues that are holding back digital transformation in insurance. Published on: October 07, 2016. To find out how they are performing, the 2016 Eptica Insurance Multichannel Customer Experience Study evaluated 100 U.S. Share this page on: Tweet.

Insurance 79

Insurance Social Media 2016 Contact Center 79

Eptica

NOVEMBER 4, 2016

Date: Friday, November 4, 2016 3 ways to extend customer service across the enterprise. Published on: November 04, 2016. Use your experts Customer questions are now much more complex and demanding, meaning that even the most comprehensive knowledge base and well-trained contact center agent can’t answer every one of them.

Customer Service 65

Customer Service Social Media Contact Center 2016 65

NICE inContact

FEBRUARY 29, 2016

Customer experience is rapidly evolving for organizations of any size, a result of the proliferation of digital channels and social media, mobile technology, the need to reduce customer churn and to increase loyalty of consumers. The contact center is truly the front line in this battle.

2016 49

2016 Contact Center Omnichannel E-support 49

Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Given this pressure, along with the need to operate as efficiently as possible, how are contact centers evolving to meet changing needs?

Customer Service 49

Customer Service Contact Center Social Media 2016 49

Eptica

OCTOBER 21, 2016

Date: Friday, October 21, 2016 3 ways for businesses to improve telephone customer service. Published on: October 21, 2016. Author: Derek Lewis In a multichannel world, the telephone is no longer the default choice of consumers when they want to make contact with an organization. Here are three ways to achieve this: 1.

Customer Service 65

Customer Service Social Media Contact Center 2016 65

Eptica

NOVEMBER 2, 2016

Date: Wednesday, November 2, 2016 The 3 dimensions of customer service conversations. Published on: November 02, 2016. Author: Laurence Chami Organizations today receive a growing number of incoming emails and social media messages from consumers. Share this page on: Tweet.

Customer Service 71

Customer Service Contact Center Social Media 2016 71

Win the Customer

JUNE 23, 2016

One of the big challenges for brands using social media for customer service —and also making an effort to proactively reach out to customers with live chat and chatbots on their website—is striking a balance between customer service automation and real human connections. A 2016 study by Accenture found that 83% of U.S.

Connections 94

Connections Customer Service Social Media 2016 94

Magellan Solutions

AUGUST 16, 2021

Following Google’s announcement that its ads would generate over 30 billion calls last 2016, many declared that “call commerce” is still very much alive. How can contact center services Philippines turn call reductions into an advantage? Managing a successful inbound contact starts with reducing call volumes.

Contact Center 52

Contact Center Multi-Channel Omnichannel 2016 52

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

Eptica

JUNE 3, 2016

Date: Friday, June 3, 2016 Customer service in a mobile-first world. Published on: June 03, 2016. 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

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

MARCH 4, 2016

Date: Friday, March 4, 2016 How good is the experience offered by UK brands? Published on: March 04, 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.

Brands 50

Brands Social Media 2016 2015 50

ijgolding

MARCH 22, 2017

These kind of interactions and post-purchase reviews across social media can go viral and put a dent on the company’s reputation and revenue in detrimental ways. Many of them have outsourced contact center operations and some have maintained in-house customer support. It’s not all doom and gloom, however.

E Commerce 81

E Commerce Customer Experience Multi-Channel E-support 81

Eptica

DECEMBER 14, 2016

Date: Wednesday, December 14, 2016 Delivering the benefits of customer service outsourcing. Published on: December 14, 2016. According to the Everest Group, nearly a quarter of contact center activities across the globe are outsourced, meaning the market is worth $75-78 billion every year. Share this page on: Tweet.

Customer Service 60

Customer Service Contact Center 2016 Social Media 60

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. Share this page on: Tweet.

2016 50

2016 Wireless Social Media Contact Center 50

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. Published on: February 05, 2016. While they are at home online and on social media, they pick the channel that best meets their current needs. So they may call, email , start a chat or contact you through social media.

Customer Expectations 51

Customer Expectations Social Media Contact Center 2015 51

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Published on: January 29, 2016. And, of course, the opportunity for guests to share their experiences more widely through social media and review sites has skyrocketed. Share this page on: Tweet.

Hotels 56

Hotels Customer Service Social Media Travel 56

Eptica

DECEMBER 21, 2016

Date: Wednesday, December 21, 2016 Reducing customer service stress at Christmas. Published on: December 21, 2016. It is stressful for consumers buying last minute presents or chasing up a missing delivery, but it is also stressful for the staff in stores and contact centers with the many customer enquiries that follow the season.

Customer Service 48

Customer Service Multi-Channel Social Media Contact Center 48

Eptica

OCTOBER 28, 2016

Date: Friday, October 28, 2016 Turning service into sales with chat. Published on: October 28, 2016. However, it can be difficult to measure the exact impact of individual customer service interactions on these metrics, leading to the contact center being seen as a cost, rather than a department that boosts the bottom line.

Sales 79

Sales E Commerce E-support Contact Center 79

Eptica

JUNE 8, 2016

Date: Wednesday, June 8, 2016 Unhappy holidays? Published on: June 08, 2016. Missing connections on email and social media The performance on email was particularly poor with just 30% of companies that were included in the study responding with successful answers, and an average reply time of over 44 hours.

Travel 49

Travel Airlines Customer Experience Social Media 49

Eptica

SEPTEMBER 30, 2016

Date: Friday, September 30, 2016 4 ways of raising the profile of customer service in your organization. Published on: September 30, 2016. million Americans working in contact centers and over 70% of the UK working population occupying roles that involve dealing directly with customers. Share this page on: Tweet.

Customer Service 60

Customer Service Contact Center 2016 Social Media 60

Eptica

APRIL 29, 2016

Date: Friday, April 29, 2016 Insurers struggling to connect with customer service. Published on: April 29, 2016. Consumers are demanding more from their insurers, and want a seamless, high quality experience, however they choose to make contact. Half of tweets going unanswered Insurers are increasingly present on social media.

Insurance 48

Insurance Connections Customer Service 2015 48

Eptica

MARCH 8, 2016

Date: Wednesday, March 9, 2016 The importance of integrating Twitter into customer service. Published on: March 09, 2016. Author: Dharmesh Ghedia The conversational, open nature of Twitter easily lends itself to customer service – in fact, the social network itself claims that tweets to major brands have increased by 2.5

Customer Service 50

Customer Service Social Media Net Promoter Score 2016 50

Tricia Morris

OCTOBER 9, 2015

Treat yourself to the 13 shocking customer service statistics below to encourage bigger and better buy-in for your 2016 customer service initiatives: 1. Contact Centers Must Go Digital or Die, Forrester Research, 2015). Nearly 80% of contact centers say their current customer service systems won’t meet their future needs.

Customer Service 110

Customer Service 2015 Poor Customer Service Contact Center 110

Eptica

MAY 4, 2016

Date: Wednesday, May 4, 2016 Knowledge – the jewel in the customer service crown. Published on: May 04, 2016. The same applies within the contact center – if they are to solve customer queries over the telephone, and via email, social media and chat then agents need to be able to access the right information quickly.

Customer Service 49

Customer Service Social Media Contact Center 2016 49

Eptica

SEPTEMBER 12, 2016

Date: Wednesday, September 14, 2016 Getting ready for Christmas – 5 areas for retailers to focus on. Published on: September 14, 2016. Ensure you have the right capacity plans Most companies hire extra staff to work in their contact centers answering questions over the holidays and have already put their recruitment plans in place.

Retail 76

Retail E Commerce Contact Center 2016 76

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Read the full post here.

2015 50

2015 Customer Experience 2016 Social Media 50

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. The 2016 French Multichannel Study has recently been released, making this a good time to compare the latest data on the experience offered in France and the UK. Share this page on: Tweet.

E Commerce 49

E Commerce Customer Experience Social Media 2016 49

Eptica

OCTOBER 4, 2017

Recent research by analyst ContactBabel points to a drop in the number of inbound queries between 2015 and 2016. Combined with the growth of AI this has led to much talk about whether we are going to see the end of the traditional contact center, with agents replaced by machines. Share this page on: Tweet.

Customer Service 68

Customer Service Contact Center 2017 2015 68

Avaya

APRIL 3, 2017

He extends his vision that messaging is at the center of the digital transformation era. I wanted to explore some of the observations from the conference—especially those about contact center operators leveraging customer journey maps for serving customers effectively via chat, SMS and other messaging communiques.

Customer Journey Mapping 58

Customer Journey Mapping Customer Journey Contact Center 2016 58

Kustomer

OCTOBER 28, 2022

According to a 2016 study by Forrester, superior modern customer service drives superior revenue growth in industries where customers can easily switch to competitors that deliver a differentiated customer experience. As Spiegel Research Center finds, nearly 95% of shoppers read online reviews before making a purchase.

Customer Engagement 105

Customer Engagement Engagement Omnichannel 2002 105

Eptica

MAY 25, 2016

Date: Wednesday, May 25, 2016 Mapping digital transformation in customer experience. Published on: May 25, 2016. The Global State of Customer Experience 2016 , a new research report from the CX Network, provides some interesting insight into what is happening across the world. over the course of the year.

Customer Experience 54

Customer Experience 2016 Contact Center ROI 54

Eptica

FEBRUARY 23, 2016

Date: Tuesday, February 23, 2016 Why it is time to focus on the customer service journey, not just the touchpoints. Published on: February 23, 2016. The 2016 Eptica UK Multichannel Customer Experience Study will be appearing soon, and we look forward to sharing the results with you. Share this page on: Tweet.

Touchpoint 49

Touchpoint Customer Service Social Media 2016 49

Eptica

MARCH 18, 2016

Date: Friday, March 18, 2016 UK retail customer service failing to move forward. Published on: March 18, 2016. Therefore, you’d expect customer service to be continually improving, but the 2016 Eptica Retail Multichannel Customer Experience Study found that this isn’t the case. However, performance varied.

Retail 49

Retail E Commerce Customer Service Entertainment 49