If you’re looking to reduce customer effort (CES), increase customer satisfaction (CSat), and improve Net Promoter Score (and who isn’t?), mapping the customer journey is an essential step towards success. Improving the customer journey has the potential to not only increase customer satisfaction by 20%, but also to lift revenue by up to 15%, while […]
The “cloud” has been part of the contact center lexicon for nearly a decade now; but only in recent years have organizations truly realized the benefits of a cloud-based approach. In the last two years alone, the adoption rate of cloud contact centers has increased by 28%. But why the sudden uptick in cloud technology? […]
Not convinced? Here are 4 key call center metrics that improve dramatically when the IVR is enhanced: 1. Spikes in Call Volume Are Smoothed Out Sometimes call centers take the work of an IVR for granted. Do you know how many calls are handled by the IVR that don’t end up in the queue, causing high […]
Panel Discussion: Omnichannel Considerations for the Real World Omaha, NE (May 2, 2017) – EPIC Connections, Inc. today announced that Bill Pieper will join Charles Aeh of SmartAction and Justin Borah of TechStyle for a panel discussion at next week’s ICUC 2017 at NICE Interactions conference in Las Vegas. An overview of the discussion from […]
As call centers expand their multi-channel offerings, the pressure is on to deliver seamless cross-channel experiences. Today, customers expect to escalate from channel-to-channel with little to no effort. However, only 12% of contact centers describe themselves as omnichannel, which is no surprise given the complexity of the customer journey. To be considered truly omnichannel, all […]
At the recent inContact User Conference, Bill Pieper was a featured speaker discussing the importance of evaluating business processes as part of any technology implementation. He was joined by Tom Cardella, CEO of TLC Associates, who provided a cautionary tale involving implementing WFO without process rehab. The highlights of his presentation include: Why look at process […]
© 2017 EPIC Connections, Inc.