Avaya

APRIL 3, 2017

The average consumer today uses a combination of the above channels to engage with his or her favorite brands. In fact, in 2014, over 40 % of customers were already using up to seven different service channels including live chat, email, social media, SMS and traditional phone. Integrated Data Views and Custom Agent Desktops.

Customer Journeys 57

Customer Journeys Contact Center Data Omni-Channel 57

CSM Magazine

MARCH 13, 2020

Facilitating customer self-service using automated contact channels, such as IVR and chatbots is a recognised method of reducing strain on contact centers during spikes in demand. Perfectly-timed customer engagement – The window between customers thinking about switching and actually doing so has become shorter.

Self Service 64

Self Service Chatbots Contact Center Policies 64

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.

Self Service 48

Self Service Customer Service Social Media Ecommerce 48

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Flavio is the VP of Operations and Customer Support at DigiCert, Inc.,

Customer Experience 147

Customer Experience Customer Service Social Media Consulting 147

Eptica

SEPTEMBER 10, 2015

Web customer service Online, performance in the sector dropped, from answering 70% of questions in 2014 down to 67% in 2015. Email customer service Just half of companies allowed non-customers to contact them by email – the same number as in 2015. Again, these figures are half those of electronics retailers.

Self Service 48

Self Service Customer Service Social Media Retail 48

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 48

Customer Service Knowledge Base Contact Center Study 48

Eptica

JANUARY 8, 2016

33% of shoppers bought using their smartphones over the Thanksgiving/Black Friday period , with sales up 70% from 2014. 86% of consumers say they discover new brands or products using their mobile device , while Deloitte estimates that mobile influenced over 1 trillion dollars in sales in 2014. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Ecommerce Social Media 48

Avaya

APRIL 6, 2016

Customer engagement is a competitive battleground. After all, customer expectations are always high, and technology always evolving. To stay ahead of the competition, we have to be vigilant about meeting or exceeding the needs of our customers. The Internet makes finding and switching to a competitor easier than ever.

Self Service 40

Self Service Contact Center Omni-Channel Video 40

Storyminers

JULY 6, 2020

He is currently focused on two areas: The impact of the digital customer experience disruption, the next wave of emergent customer engagement channels, and the value of unstructured VOC data in understanding customer behavior and demand generation. Flavio is the VP of Operations and Customer Support at DigiCert, Inc.,

Customer Experience 130

Customer Experience Customer Service Social Media Consulting 130

Eptica

OCTOBER 6, 2015

In many ways the Citizens Advice research mirrors the findings of the 2015 Eptica Multichannel Customer Experience Study. This analyzed ten leading utilities and found that, on average, performance in the sector had worsened on email, chat and Twitter, and remained static on the web, since 2014. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

Eptica

AUGUST 19, 2015

Clearly, technology can be used to help consumers better serve themselves, freeing up human agents to deal with more complex queries where they can use their emotional understanding to improve the customer experience. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Wireless Contact Center 48

Comm100

FEBRUARY 16, 2018

Customer advocates and thought leaders agree: providing a friction-less experience for customers is moving from novelty to mandatory. That is why reducing customer effort was voted the number one priority for contact centers in 2018. Recommended for you: Is Your Contact Center Ready for the New Year?

Customer Service 122

Customer Service Social Media Chatbots Knowledge Base 122

Eptica

DECEMBER 11, 2015

Whether it is around delivery times, costs or returns policies, if websites don’t provide the right answers to customer queries consumers may well go elsewhere. In 2014 7% said they found it impossible or extremely difficult to find information on retailers’ websites – yet in 2015 this had trebled to 21%.

Self Service 48

Self Service Customer Service Social Media Retail 48

Eptica

JANUARY 6, 2016

What are the 4 key attributes of successful customer engagement? Showing the consistent appeal of evergreen content, this post from 2014 continues to attract many readers. To find out more click here. What are the factors affecting channel choice? Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

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. Since we began, the importance of the customer experience, to both consumers and businesses, has increased dramatically.

Self Service 48

Self Service Brands Social Media Contact Center 48

Eptica

SEPTEMBER 30, 2015

The 2015 Eptica Multichannel Customer Experience Study found that over half of routine customer questions were not answered successfully on digital channels by top UK brands , with little improvement since 2014. out of 100 – in January 2013 it was 78.2. Share this page on: Tweet.

Omni-Channel 48

Omni-Channel Customer Experience Social Media Knowledge Base 48

Eptica

JUNE 15, 2016

No wonder that Forrester’s research found that more people now use web self-service than the telephone to contact companies , with usage increasing from 67 percent of respondents in 2012 to 76 percent in 2014. On average the number of calls to the contact center fall by over 30%, and emails by more than 50%.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

Eptica

JANUARY 27, 2016

Back in 2014, Comcast found this when a customer looking to cancel published an audio recording of one of its agents refusing to let him do so. But more importantly social media is a very public place, where it is easy to broadcast issues to the entire world , meaning that a single case of poor service can go viral very quickly.

Customer Service 48

Customer Service Social Media Contact Center Retail 48

Avaya

SEPTEMBER 1, 2016

According to an ongoing independent survey commissioned by Avaya and conducted by Walker, a customer intelligence consulting firm: In FY16, 85% of Avaya customers agree that Avaya has an overall excellent reputation from company to portfolio. This percentage has increased since 2014. More than 1,000 companies with 1.3

Communication 44

Communication Contact Center Net Promoter Score Culture 44

SurveySensum

JULY 14, 2020

Colin is an accomplished Speaker, a renowned Best-Selling Author, and a Co-Host of a successful podcast, The Intuitive Customer. Rudy Dalimunthe – VP of CX at Tokopedia, Ex Indosat – XL Axiata – Ernst & Young, CX & Customer Engagement Professional. LinkedIn : [link]. Website : [link]. LinkedIn : [link].

Customer Experience 132

Customer Experience Consulting Multi-Channel Leadership 132

Avaya

SEPTEMBER 2, 2016

With the great and the good of the regional ICT industry in attendance, there’s not a lot of point in showing up with your latest bright, shiny product if you haven’t already engaged with customers year round to make sure it meets a real need. We listened and built the solution for that.

Innovation 40

Innovation Feedback Contact Center Customers 40

Avaya

JANUARY 9, 2017

In 2015, calls from all over the globe during a single 23-hour period set a new record of 141,000 calls, topping the 2014 record of 134,970. It’s all made possible by Avaya Customer Engagement technology , the leading contact center solution in the market (shameless company plug!). The call volume was intense.

Travel 40

Travel Contact Center Government Training 40

Avaya

MAY 18, 2017

5% of reported hacks in 2014 were in healthcare. Consider these startling facts: 100 million people were directly impacted by data breaches in 2015. 90% of healthcare organizations have had at least one data breach in the past two years. Healthcare records are ten times more valuable than financial records on the black market.

Healthcare 52

Healthcare Technology Hospitality Government 52

Natalie Petouhof

APRIL 12, 2016

Powered by Salesforce Lightning, this is a proven platform for more than 150,000 companies and millions of users, in which Salesforce for Messenger will deliver personalized engagement at scale with CRM data. Often Marketing “owns” the Facebook page and had not worked out what to do with Customer Service issues.

CRM 40

CRM Ecommerce Leadership Connections 40

Tricia Morris

AUGUST 21, 2015

The Right People Want and Need the Right Tools: In a recent Aberdeen survey, customer service agents said that having better technology tools was more important to them than getting paid more. Hire a happiness hero, customer champion or happiness engineer. (2) greater customer lifetime value. Ray” Wang. Discard the latter. (3)

CRM 40

CRM Customer Focused Self Service Conference 40

ProProfs Chat

JUNE 14, 2019

Latest Customer Experience Trends. A customer experience promoter has a lifetime value to a company that’s 600 to 1,400% that of a detractor. 46% of decision-makers in global contact centers expect their business to grow 5-10% in the next year, while 14% project a massive growth of more than 10%. Forrester. Microsoft.

Self Service 90

Self Service Customer Service Social Media Poor Customer Service 90