Tricia Morris

OCTOBER 1, 2015

But are customer service preferences and expectations? The 2015 Global State of Multichannel Customer Service Report published by Parature, from Microsoft and Microsoft Dynamics CRM shows that geography does play a role in customers’ views on service. Download the Full Report.

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Self Service Customer Expectations Report Customer Service 40

Talkdesk

FEBRUARY 11, 2015

Is your customer-centric team actively working on providing better customer service in 2015 ? Have you been searching for trends that will help them optimize customer interactions and get a leg up on your competitors ? Below are the top six customer service trends for 2015 according to Forrester : 1.

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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

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. On the negative side, five out of ten sectors performed worse than in 2015 , with the average score for consumer electronics manufacturers slipping 10%.

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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? Eptica research backs up the need to make self-service easier. Published on: January 20, 2016.

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Verint

MARCH 22, 2018

I love to see new stats and research about the future of customer engagement. These provocative trends are what drive a lot of our thinking here at Verint, as we’re eager to learn if the future trends in these studies align with our experience, and that of our customers, too.

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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. Here are six areas to focus on: 1.

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Solvvy

DECEMBER 17, 2019

AI brings real, tangible benefits to businesses and customers alike and has been identified by Gartner as one of the top 10 strategic trends every year since 2015. But how is AI being utilized in customer experience today, and how will it be utilized moving forward?

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Self Service Trends Effort Score Knowledge Base 62

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. Share this page on: Tweet.

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Self Service Customer Service Social Media Retail 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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Tricia Morris

JULY 7, 2015

As customer service and the overall customer experience become key differentiators for brands and organizations across all industries, it has never been more important to know as much as you can about your customers and their expectations for service and engagement across channels. The 2015 U.S.

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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

MARCH 4, 2016

The number of companies that made email available to non-customers decreased by 10% in 2015 and the average time taken to answer emails increased by nearly 5 hours, up to 34 hours 15 minutes. In 2015 26% of companies claimed to offer chat though just 8% of companies had it working when tested. Share this page on: Tweet.

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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. Share this page on: Tweet.

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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

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. Share this page on: Tweet.

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Retail Self Service Customer Service Social Media 48

Eptica

JUNE 24, 2016

Business success depends on a wide variety of factors and it can be hard to isolate customer experience in dollar figures. In 2015 he published a report looking at the difference in revenue growth between pairs of similar businesses in five sectors (cable communications, airlines, investments, retail and health insurance).

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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

MARCH 18, 2016

Static performance Overall, the UK research found minor changes in performance since 2015, with the total number of questions answered on the web, email and Twitter remaining static at 55%. 10% fewer companies allowed non-customers to email them compared to 2015. However, performance varied. Share this page on: Tweet.

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Retail Self Service Customer Service Entertainment 48

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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Solvvy

JULY 5, 2018

They became a public company in 2015, and they’ve continued to grow. In a single quarter in 2017, the company added more than 4,000 new customers. Most software companies would be lucky to add that many new customer in an entire year. Automating customer engagement. Automating customer service.

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Eptica

AUGUST 14, 2015

Date: Friday, August 14, 2015 The 10 steps to digital customer experience success in banking. Published on: August 14, 2015. Author: Pauline Ashenden Twenty years ago, the majority of banking was carried out face-to-face through an extensive branch network and most consumers remained with the same bank for much of their lives.

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Banking Self Service Social Media Customer Experience 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

Tricia Morris

OCTOBER 19, 2015

CRMUG Summit 2015 landed record-setting attendance numbers recently with Microsoft Dynamics CRM users across sales, marketing and service converging to share use cases, tips and successes in their areas of expertise. Service is a Growing CRM Investment. And it’s not just the customers who are benefiting.

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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).

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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.

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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.

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Eptica

NOVEMBER 11, 2015

Date: Wednesday, November 11, 2015 Comparing the retail customer experience in the United States and United Kingdom. Published on: November 11, 2015. Author: Pauline Ashenden Thanks to the internet, retail is a global industry, with companies now facing competition from peers around the world. Share this page on: Tweet.

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Retail Self Service Customer Experience Social Media 48

Natalie Petouhof

FEBRUARY 5, 2016

The Telligent Community social software platform— which is available in SaaS, on-premises and now CaaS deployment models—enables customer service and digital marketing organizations within a business to create compelling, online, branded communities for customers, partners and employees to collaborate and engage.

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Self Service Software Customer Engagement Engagement 40

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. Think Customers.

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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. Think Customers.

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Eptica

AUGUST 5, 2016

Based on consumer research into how customer experience strengthens loyalty, it shows both individual company scores and how the wider economy is performing. Looking through the research, I can see four key trends for CX and customer service professionals to focus on: 1. Share this page on: Tweet.

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Self Service Wireless Social Media Contact Center 50

Customer Bliss

MARCH 30, 2017

IBM was among the first larger brands to open a customer experience lab, and at the time they noted three major goals: Enhanced customer insight: The goal was to better predict individual customer behavior across multiple channels. Inside the Wendy’s customer experience lab. Their iOS and Android app.

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Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

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Contact Center Self Service Net Promoter Score Call Center 48

Eptica

OCTOBER 5, 2015

Date: Monday, October 5, 2015 Linguistics – the key to customer centricity in APAC. Published on: October 05, 2015. Author: David Chew In an era of ever-more demanding consumers, organizations need to understand and engage with customers if they are to retain their business and loyalty. Share this page on: Tweet.

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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

Avaya

DECEMBER 6, 2016

Companies need a data-driven customer approach to survive—and it needs to be effective to thrive. Many companies, however, struggle with taking their customer data and turning it into actionable results. Here are four core initiatives to start you on a path to maximize your customer journey analysis efforts: Enable self-service.

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