In the old days, the contact centre was seen primarily as a cost centre. Managing it successfully relied on improving productivity and keeping costs low, without impacting the service that was delivered. How are these ideas are being superseded?
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At this time of change due to the COVID-19 pandemic, the experience and service brands provide is vital. To achieve this, they need to transform how they listen to customers – and act effectively and quickly on their insight.
Self-service is already a key part of delivering the customer experience that today’s consumers expect. How will it develop over the next 5 years due to AI and other innovations?
Given the importance of understanding what consumers want, most brands focus heavily on listening to the Voice of the Customer (VoC). Research carried out for Eptica found that 78% of companies measure customer satisfaction, but that they struggle to get real value out of their programs. Here are 3 ways to deliver real value from Voice of the Customer insight....
Understanding the Voice of the Customer and using this insight to drive real improvements is critical to transforming the customer experience. Leading VoC platforms are embracing artificial intelligence to deliver detailed, scalable VoC analysis. How does AI help and what should you be looking for in AI-based VoC systems?
By 2021, 15% of all customer service interactions will be completely handled by AI, according to Gartner. At the same time though, it’s important not to forget the human element in customer experience. How do you balance the two?
Everyone talks about the importance of the customer experience – from CEOs downwards. But what does it actually mean, and how does it impact your business? Based on Gartner’s definition, here are 5 key points to understand...
The internet is now the primary channel for most consumers when it comes to shopping, connecting with friends and families and communicating with brands. How can brands therefore deliver the online experience that consumers expect and demand?
Understanding how your company is performing in terms of Customer Experience (CX) is a key part of benchmarking against competitors and identifying areas for improvement. But with over 100 commonly used metrics for measuring CX, how do you ensure you are covering all the bases when tracking CX performance?
Consumers demand fast, accurate answers to their questions, whatever the channel, meaning that knowledge management is one of the key components of the customer experience. But how good are organizations at meeting the ever-increasing demands that consumers have, around speed and transparency? To find out, the Eptica Knowledge Study surveyed consumers in the UK and France…..