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. Below are four areas that may help. Share this page on: Tweet.

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Contact Center Chief Customer Officer Social Media Knowledge Base 48

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. Share this page on: Tweet.

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Self Service Customer Experience Social Media Insurance 48

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.

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Self Service Customer Experience Ecommerce Social Media 48

Eptica

AUGUST 11, 2015

Date: Wednesday, August 12, 2015 The importance of emotion to customer engagement. Published on: August 12, 2015. While the rise of digital channels makes it harder to build an emotional connection with customers, the right combination of training, technology and applying insight can deliver real benefits.

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Customer Engagement Engagement Social Media Sports 48

TechSee

JANUARY 18, 2021

TechSee has been out there since 2015 and fully engaged ever since, motivated to drive change. Our delivery team is a talented and driven group of experienced project management, customer success, and customer engagement professionals led by the company’s COO – just call us the “dream team.”

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Contact Center Insurance Chatbots Customer Success 109

Kustomer

JUNE 11, 2020

New York, NY – June 11, 2020 — Kustomer , the omnichannel SaaS platform reimagining enterprise customer service to deliver standout experiences, announces today that it has been named in Gartner’s Magic Quadrant for the CRM Customer Engagement Center (CEC) report, published on June 4, 2020 by the research and advisory firm.

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CRM Customer Engagement Engagement Self Service 52

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.

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Customer Service Contact Center Knowledge Base Retail 48

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 topcs revolve around customer engagement, best practices for business processing outsourcing industries, and a lot more.

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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 topcs revolve around customer engagement, best practices for business processing outsourcing industries, and a lot more.

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Omni-Channel Customer Service Self Service Contact Center 48

Eptica

DECEMBER 1, 2015

Date: Wednesday, December 2, 2015 The importance of customer service to midsize businesses. Published on: December 02, 2015. Given these challenges, how are they coping with becoming more customer centric? There should be agent tools and customer tools, designed on a common platform.

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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. Share this page on: Tweet.

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Self Service Customer Service Social Media Contact Center 48

Eptica

MARCH 31, 2016

The web, in the form of help and self service has remained on top throughout that time and continued to improve between 2015 and 2016. Banking tops the table In 2015, the study highlighted the big improvement made by banking sector websites (an overall online score of 91% for the sector), overtaking sites operated by fashion retailers.

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Eptica

DECEMBER 9, 2015

Date: Wednesday, December 9, 2015 5 Ways of improving handling times this Christmas. Published on: December 09, 2015. Given this pressure, retailers need to balance reducing handling times while at the same time ensuring that customers receive a helpful, informative response to their query if they are to retain their business.

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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.

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Social Media Contact Center CRM Hotels 48

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.

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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. To read more about the US research, simply click here.

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Self Service Customer Service Social Media Retail 48

Eptica

DECEMBER 18, 2015

Date: Friday, December 18, 2015 Telecoms customer complaints rising in the UK. Published on: December 18, 2015. According to its latest customer service report complaints against telecoms companies are increasing. How will they cope at this critical time? New research from UK regulator Ofcom provides some pointers.

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Eptica

OCTOBER 16, 2015

Date: Friday, October 16, 2015 The opportunity for European customer experience. Published on: October 16, 2015. Author: Olivier Njamfa From Berlin to Bermuda, and San Francisco to Singapore, consumers increasingly demand a superior customer experience from the organizations that they choose to buy from.

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Eptica

DECEMBER 4, 2015

Date: Friday, December 4, 2015 Happy Holidays? How good is retail customer service? Published on: December 04, 2015. Customers are not happy with service levels 35% of American consumers were dissatisfied with the experience they received online during November 2015. part of the research.

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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.

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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.

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Contact Center Knowledge Base Social Media Customer Journeys 48

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.

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Self Service Customer Service Social Media Retail 48

Eptica

JANUARY 20, 2016

Date: Wednesday, January 20, 2016 Looking into the customer service crystal ball. Author: Robin Tandon Having recently looked back on customer experience in 2015 , what is predicted for the coming year? Published on: January 20, 2016. Eptica research backs up the need to make self-service easier. Share this page on: Tweet.

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Self Service Customer Service Contact Center CRM 48

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

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Self Service Customer Experience Contact Center Knowledge Base 48

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. Share this page on: Tweet.

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Customer Service Social Media Contact Center B2C 48

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. Share this page on: Tweet.

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Self Service Customer Service Social Media Ecommerce 48

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%.

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Self Service Customer Service Social Media Knowledge Base 48

Eptica

FEBRUARY 5, 2016

Date: Friday, February 5, 2016 Meeting Millennial Customer Expectations. 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. Published on: February 05, 2016. They want their views to be acted on (fast!),

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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.

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Customer Service Self Service Social Media Contact Center 48

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. The 2015 Eptica Retail Customer Experience Study therefore evaluated 500 U.S.

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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.

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Trends Customer Service Social Media Contact Center 49

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. This rising volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback , threatens to overwhelm many organizations.

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Self Service Social Media Contact Center Knowledge Base 48

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.

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Omni-Channel Customer Experience Social Media Knowledge Base 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.

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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.

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Self Service Customer Service Transportation Social Media 48

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.

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Eptica

NOVEMBER 25, 2015

Date: Wednesday, November 25, 2015 Consistency – the missing ingredient in retail customer service? Published on: November 25, 2015. You can download the full 2015 Eptica Multichannel Customer Experience Study here or see key findings in this infographic. Share this page on: Tweet.

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Retail Customer Service Social Media Self Service 48