Customer Bliss

MAY 3, 2017

This especially holds true when it comes to customer service. In fact, CEB data shows that 81 percent of customers today will use self-service channels first before reaching out to a company to speak to a customer service rep live. Rethink the contact center environment: . But, it can be done.

Customer Service 134

Customer Service 2013 Contact Center 2011 134

Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. As companies are becoming more customer-centric, this is approach is changing. The report breaks down into four main sections: 1 What do contact centers look like currently?

Contact Center 81

Contact Center Net Promoter Score Call Center 2015 81

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.

Customer Service 97

Customer Service Social Media 2015 Contact Center 97

Myra Golden

MAY 28, 2015

As a student, I have studied the Zappos approach to quality monitoring, social customer service, culture, emotional connections, interviewing, training, how they handle challenging customers, and more. A creative way to connect with customers in just 15-minutes a day. June 17, 2015 1pm – 2pm ET. Register. .

Contact Center 72

Contact Center Call Center Webinar 2015 72

Eptica

SEPTEMBER 3, 2015

Date: Friday, September 4, 2015 Why your CEO should work a shift in the contact center. Published on: September 04, 2015. Author: Anne-Merete Jensen In competitive markets, customer service is often the most important differentiator. You need to make customer service everyone’s job.

Contact Center 68

Contact Center Chief Customer Officer Social Media 2015 68

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 2015 Wireless Contact Center 85

Eptica

OCTOBER 26, 2015

Date: Monday, October 26, 2015 Christmas is coming – is your customer service ready? Published on: October 26, 2015. What is crucial is that every channel delivers consistent information, is integrated with customer journey, and is easy and fast to use. Share this page on: Tweet.

E Commerce 88

E Commerce Customer Service 2015 E-support 88

transcosmos Information Systems

OCTOBER 22, 2015

What makes a company stand out from the rest is their ability to provide the best customer service. In fact, it was Robert Half, a Human Resource Firm Consultant who said, that “when the customer comes first, the customer will last.” The question is: how do you cope with customer service trends?

Blog 70

Blog 2015 Customer Service E Commerce 70

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. Here are six areas to focus on: 1.

Customer Service 75

Customer Service 2015 Social Media Contact Center 75

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 2018 70

Eptica

JANUARY 22, 2016

Date: Friday, January 22, 2016 So how did customer service perform in 2015? The US picture – could do better Overall 2015 was a poor year for customer service across the US, with close to six out of ten companies (59%) seeing a fall in customer ratings according to the American Customer Satisfaction Index (ACSI).

2015 49

2015 E Commerce Customer Service Social Media 49

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.

Customer Service 76

Customer Service Social Media Contact Center 2015 76

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

NOVEMBER 4, 2015

Date: Wednesday, November 4, 2015 What’s the best channel for U.S. retail customer service? Published on: November 04, 2015. So at Eptica we thought it would be a good time to look at how they perform when it comes to the customer experience.

Retail 76

Retail E Commerce Customer Service 2015 76

Eptica

NOVEMBER 18, 2015

Date: Wednesday, November 18, 2015 The state of UK email customer service. Published on: November 18, 2015. Email usage by sector Contact Babel’s research, which was carried out with UK contact centre managers, found that email makes up an average of 17% of incoming queries from customers.

Customer Service 75

Customer Service E Commerce 2015 Transportation 75

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. These pressures actually mean that service is even more important than ever, according to research from the Institute of Customer Service (ICS).

E Commerce 76

E Commerce Customer Service Social Media 2015 76

Kerry Bodine

JUNE 20, 2015

I’ve compiled the following list of conferences spanning a variety of topics — like CEM, service design, customer loyalty, customer success, and contact centers — that should be of interest to a wide range of customer experience professionals. Customer Success Association’s Customer SuccessCon East.

Events 97

Events 2015 2016 CEM 97

Tricia Morris

SEPTEMBER 4, 2015

The 2015 Employee Engagement Trends Report shows customer service employees are among the least engaged, falling behind human resources, sales, marketing, engineering, R & D, operations, finance and IT (in that order) when it comes to on-the-job engagement. Cost Center or Value Center.

White Paper 85

White Paper Engagement Customer Service 2015 85

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. The company’s NPS jumped 9 points from 2015 to 2018 and they won two of the three J.D. Boost revenues? Drive long-term loyalty? Reduce the cost to serve?

Customer Experience 154

Customer Experience Omnichannel Customer Centricity Social Media 154

Eptica

OCTOBER 9, 2015

Date: Friday, October 9, 2015 Don’t neglect the positive side of customer service. Published on: October 09, 2015. On that note, let us focus on the positive side of customer service. Similarly, approach those that rank you highly in Voice of the Customer research. This can be positive or negative.

Net Promoter Score 71

Net Promoter Score Customer Service Social Media Contact Center 71

Calabrio

APRIL 26, 2016

And now that spring has sprung we see flowers in bloom, hear birds singing once again, and look forward to spending time learning about our new contact center software and solutions. We presented our subjects with an extensive list of potential contact center issues for 2016 and asked them to choose all that they felt applied to them.

Contact Center 56

Contact Center 2016 Webinar Call Center 56

Experience Matters

APRIL 7, 2015

Today we announced the results of the 2015 Temkin Group CX Vendor Excellence Awards. In its third year, these awards recognize companies that provide products and services that help companies improve the customer experience they deliver. Identity Graph’ is a patent-pending customer resolution algorithm that automatically.

2015 97

2015 Multi-Channel 2014 CEM 97

Eptica

AUGUST 28, 2015

Date: Friday, August 28, 2015 What is a customer hub? Published on: August 28, 2015. Author: Steve Nattress When customer service first rose to prominence within organisations it was straightforward to define. 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

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. Author: Anne-Merete Jensen Recruiting and retaining high quality customer service staff is one of the cornerstones of keeping consumers happy and loyal.

Technology 76

Technology Customer Service Social Media Multi-Channel 76

transcosmos Information Systems

OCTOBER 22, 2015

What makes a company stand out from the rest is their ability to provide the best customer service. In fact, it was Robert Half, a Human Resource Firm Consultant who said, that “when the customer comes first, the customer will last.” The question is: how do you cope with customer service trends?

Blog 54

Blog 2015 Customer Service E Commerce 54

Eptica

AUGUST 21, 2015

Date: Friday, August 21, 2015 The need for digital transformation in retail. Published on: August 21, 2015. To achieve this they are increasingly embarking on digital transformation programs, moving to a multichannel approach that is more efficient and flexible, while delivering a better customer experience.

Retail 89

Retail E Commerce 2015 Contact Center 89

TechSee

JANUARY 25, 2023

[link] Scott VerBracken, VP Automotive Services Scott began his career with AAA ACG (The Auto Club Group) in 2001. Over the past two decades, he has led integration and transformation efforts with ACGs Contact Centers and Field Operations.

2023 41

2023 Management Automotive Leadership 41

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? 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. Published on: January 06, 2016.

2015 50

2015 Customer Experience 2016 Social Media 50

Myra Golden

SEPTEMBER 2, 2015

Becoming a Customer Service Rockstar – How to standout and move ahead . September 17, 2015 1pm – 2pm ET. Based on Myra’s critically acclaimed “Beyond WOW” workshop, this webinar delivers 20 concrete ways for your employees to make emotional connections with your customers. 299 per company. Register.

Webinar 81

Webinar Customer Service 2015 Workshop 81

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

JUNE 3, 2016

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

Customer Service 56

Customer Service Social Media 2014 Contact Center 56

Eptica

OCTOBER 14, 2015

Date: Wednesday, October 14, 2015 The rise of the customer hub. Published on: October 14, 2015. Author: Derek Lewis At a time when customer experience is becoming everyone’s job , it is vital that organizations break down any internal barriers that disrupt the customer journey. Share this page on: Tweet.

Contact Center 81

Contact Center 2015 Social Media Customer Journey 81

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

Customers That Stick

JANUARY 15, 2015

We look forward to meeting more interesting professionals like them in 2015! Meet Erin Archuleta! – From not-for-profit to the lauded ICHI Bar and Sushi, she actually started her customer service career on Coney Island. So let us reintroduce you to our Faces from 2014. If you have a story to share, let us know.

2014 104

2014 Customer Experience 2015 Contact Center 104

Comm100

NOVEMBER 2, 2020

Cutting wait time, reducing operational costs, and improving conversions are just some of the customer service superpowers already enabled by AI. In this case, the customer service chatbot can show empathy and assure patients the doctor will never judge them. Let’s explore the top 6 chatbot examples of 2020.

Customer Service 84

Customer Service Banking Healthcare B2C 84

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

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