Cookie Preference Centre

Your Privacy
Strictly Necessary Cookies
Performance Cookies
Functional Cookies
Targeting Cookies

Your Privacy

When you visit any web site, it may store or retrieve information on your browser, mostly in the form of cookies. This information might be about you, your preferences, your device or used to make the site work as you expect it to. The information does not usually identify you directly, but it can give you a more personalized web experience. You can choose not to allow some types of cookies. Click on the different category headings to find out more and change our default settings. However, you should know that blocking some types of cookies may impact your experience on the site and the services we are able to offer.

Strictly Necessary Cookies

These cookies are necessary for the website to function and cannot be switched off in our systems. They are usually only set in response to actions made by you which amount to a request for services, such as setting your privacy preferences, logging in or filling in forms. You can set your browser to block or alert you about these cookies, but some parts of the site may not work then.

Cookies used

ContactCenterWorld.com

Performance Cookies

These cookies allow us to count visits and traffic sources, so we can measure and improve the performance of our site. They help us know which pages are the most and least popular and see how visitors move around the site. All information these cookies collect is aggregated and therefore anonymous. If you do not allow these cookies, we will not know when you have visited our site.

Cookies used

Google Analytics

Functional Cookies

These cookies allow the provision of enhance functionality and personalization, such as videos and live chats. They may be set by us or by third party providers whose services we have added to our pages. If you do not allow these cookies, then some or all of these functionalities may not function properly.

Cookies used

Twitter

Facebook

LinkedIn

Targeting Cookies

These cookies are set through our site by our advertising partners. They may be used by those companies to build a profile of your interests and show you relevant ads on other sites. They work by uniquely identifying your browser and device. If you do not allow these cookies, you will not experience our targeted advertising across different websites.

Cookies used

LinkedIn

This site uses cookies and other tracking technologies to assist with navigation and your ability to provide feedback, analyse your use of our products and services, assist with our promotional and marketing efforts, and provide content from third parties

OK

Upcoming Events

TRAINING IN CONTACT CENTERS

How To Enter the 2020 Members' Choice Awards - For Vendors

HOW TO CELEBRATE INTERNATIONAL CONTACT CENTER WEEK

EMPLOYEE ENGAGEMENT

HOME AGENT TECH & ENVIRONMENTS

Industry Research : 2015 Eptica UK Multichannel Customer Experience Study

UK brands are failing to improve the customer service they offer, answering under half (48%) of questions asked via the email, Twitter and web channels, according to a new study. Twitter is coming of age as a customer service channel with more questions answered accurately through social media than email for the first time, although companies failed to successfully respond to 59% of tweets and 61% of emails.

The 2015 Eptica Multichannel Customer Experience Study, released today, evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via the web as well as their speed and accuracy when responding to email, Twitter and chat, repeating research carried out since 2011. The research, from multichannel customer interaction management software provider Eptica, aims to mimic the behaviour of ordinary consumers across digital channels.

Channel

% questions successfully answered

Company websites

64%

Twitter

41%

Email

39%

Average across 3 channels

48%



On a positive note, the study revealed that the speed of answering emails and tweets has improved dramatically. In 2014 it took an average of 61 hours and 39 minutes to get a response on email - this year this had been reduced by more than half, to 29 hours 27 minutes. However, this masked major discrepancies - one retailer successfully answered an emailed question in 9 minutes, yet another took over 30 days.

Twitter remained the fastest channel for customer service, with average response times dropping from 8 hours 37 minutes to 5 hours 27 minutes. Replies were received in just two minutes from two food and drink retailers. Unfortunately faster replies came at a price, with 11% of emails and tweets simply not answering the question, requiring consumers to send follow up communications or to switch to more expensive channels such as the telephone.

For consumers looking to find out basic information, the web remains the best channel, with an average of 64% of questions answered online, a marginal improvement of 1% from 2014. At the same time a gulf is developing between best and worst - 37 companies scored above 80% online, yet 8 could only answer 30% or fewer questions.

"Customers have never been more demanding, and many brands are responding by investing heavily in the customer experience," said Julian Sammells, Sales Director UK & Ireland, Eptica. "At Eptica we’ve been researching the state of the UK customer experience annually since 2011, and this year we saw little overall improvement from 2014, with 52% of questions going unanswered and the performance of many brands worsening either overall or on specific channels. The chasm between the leaders and laggards is growing. This should act as a wakeup call to underperforming brands - they need to improve the customer experience if they want to be successful moving forward."

On the web, banking was the most improved sector, answering an average of 91% of questions, moving it ahead of fashion retail (78%). Much of banking’s gains came from the use of web self-service systems which 90% had deployed. In contrast, just 4 insurers had web self-service, and the sector fell to the bottom of the rankings, answering an average of 40% of questions online. Five out of ten sectors performed worse year-on-year, with just 36 companies improving online. There was a wide range of scores within sectors - one utility answered 100% of questions, another managed only a single, accurate response.

Consistency was also lacking, with companies that were strong on particular sectors weak on others. For example, banking was the top sector for web customer service, but languished joint bottom for email, with a single accurate response. Telecoms companies answered 60% of tweets, but only 20% of emails. 44% of companies only answered on Twitter or email, rather than both, while 15% failed to respond on either channel.

"Companies are facing an enormous growth in the number of queries they receive from consumers, across an ever-increasing range of channels," said Olivier Njamfa, CEO and co-founder, Eptica. "Many are struggling to cope, with some essentially switching off entire channels and focusing their efforts on one or two. Rather than multichannel, we’re seeing a growth in unichannel as companies cut back. This is short-sighted - customers want to be able to use their channel of choice, not be forced into particular methods of communication. Centralising customer service and sharing information between channels is essential for brands if they want to meet consumer needs and deliver fast, accurate service that underpins business growth."

The final channel surveyed was web chat. While over a quarter (26%) of companies claimed to offer chat, just 9% had it working when tested, a marginal improvement on 2014’s 7%. This is despite the benefits that chat offers to both consumers and businesses. It continued to provide the greatest accuracy (89%) and fastest response, with an average conversation time of 7 minutes 13 seconds, although this was nearly double the average conversation time of 2014.

Additional key findings included:

  • Only two companies were able to answer questions on the web, email, Twitter and chat channels – down from three in 2014
  • 11% of brands provided a consistent answer across multiple channels such as email, chat and Twitter
  • 56% of companies had web self-service systems, up from 53% in 2014
  • Six sectors responded slower to email than in 2014, with entertainment retailers taking an additional 10 hours to answer on average in 2015
  • 74% of companies had email contact details available, up from 71% in 2014
  • According to Forrester, 41% of consumers expect an email response within 6 hours – a target that just 16% of companies met
  • 94% of companies met the targets they gave in terms of email speed of response, though many set themselves extremely generous targets such as up to five days.
  • One fifth (20%) of brands responded on email, but then didn’t answer the question
  • 80% of brands had a Twitter handle, with 72% advertising a link to Facebook
  • 46% of companies failed to respond to a tweet at all and six sectors were slower than in 2014


Eptica Multichannel Customer Experience Study methodology
In total 100 company websites across the insurance, travel, entertainment retail, food retail, electronics retail, consumer electronics manufacturers, utilities, fashion retail, telecoms and banking sectors were evaluated in Q1 2015:

  1. For their ability to answer ten basic, sector-specific questions via their website, such as "What is your returns policy if I change my mind after purchase?" (retailers) and "How do I cancel my contract?" (telecoms suppliers)
  2. On the speed and accuracy of their response via the email, Twitter and web chat channels
  3. On the consistency of responses across email, Twitter and web chat

About Julian Sammells:
With almost 25 years experience in enterprise software sales, Julian Sammells is responsible for accelerating Eptica’s growth in the UK and Ireland. Previous experience includes senior roles at linguistic/structured search vendor Wordmap and enterprise feedback management provider CDC/Respond.

About Eptica:
Company LogoEptica is a provider of e-crm software solutions enabling e-business orientated companies or companies who want to take full advantage of their web site, to create, develop and manage in real-time their relationships with their clients, suppliers or partners via the Internet.
Company RSS Feed   Company Facebook   Company Twitter   Company YouTube   Company LinkedIn   Company Profile Page

Today's Tip of the Day - Offer Alternatives At Every Opportunity

Read today's tip or listen to it on podcast.

Published: Monday, March 9, 2015

Printer Friendly Version Printer friendly version

2020 Buyers Guide Analytics

 
1.) 
3Fiftynine

CardBoard
CardBoard: Real-time data, shows the most important KPI’s in your Contact Center.
Built for data | Designed for business | Empowers teams

2.) 
Acqueon Technologies Inc.

Acqueon's AI-driven conversational engagement software enables sales, marketing and service organizations to engage in emotionally connected dialogs with customers via their channel of choice for significantly improved results. The Acqueon suite adds multichannel campaign management, contact center analytics, desktop, and CRM connectors for your contact center software of choice, including Amazon Connect, Cisco, Nice inContact, and Twilio. Acqueon conversational engagement software leverages the Acqueon IQ platform to aggregate data from the various applications, assemble rich customer contexts, and drive next-best-action using powerful statistical and predictive models.
PH: +1 888-946-6878

3.) 
Call Tracking Metrics

Automate insights from all your customer communications

There's no better way to get to know your customer than through their own communications with your brand. Gain a strategic advantage and a thorough understanding of your customer's full journey with a complete suite of conversation intelligence tools and features. Measure customer sentiment, automatically identify and score qualified conversations, and give strategists everything they need to knock their campaigns out of the park.

Use conversation analytics to:

• Build your ideal customer profile
• Optimize your sales and customer service processes
• Maximize your resources to focus on quality conversations
• Identify trends and customer sentiment in real-time
PH: 8005771872

4.) 
CallFinder

CallFinder speech analytics
CallFinder® is a leading provider of cloud-based SaaS speech analytics, automated call scoring, and speech-to-text transcription technology with sentiment analysis. Our easy-to-use solution is designed to help businesses and contact centers automate quality monitoring to improve agent performance and provide a superior customer experience.

With CallFinder, you get…

100% visibility into agent-customer interactions
100% monitoring of interactions, up from only 5-10%
Scalability of QA reviews with the same size QA team
CallFinder isn’t just your average speech analytics provider. When you work with us, you get unparalleled, continuous support through our MyAnalyst managed client servic...
(read more)
PH: 800-639-1700

5.) 
ComSys S.A.

CCube for Business Intelligence
CCube by Comsys is a business intelligence application, developed for enterprise contact centers. It delivers powerful, and dynamic reporting that enable managers to gain insight into their business. CCube is natively compatible with Aspect Unified IP and Cisco Unified Contact Center (UCCE/UCCX) platforms
Comsys is a provider of οmnichannel customer engagement solutions that assist companies around the world in delivering unique customer experiences. For the last 15 years, Comsys designs and implements complex projects for clients from the outsourcing, financial services, telecommunications, and retail sectors. Comsys enjoys strategic partnerships with technology vendors like Cisco®, Aspect...
(read more)
PH: +302109241486

6.) 
CUSTOMER SQUARE

CROSSCRM.CX - CRM Dataviz Module
CROSS-CRM manages daily interconnection with your CRM tools to centralize data and analyse CX on all channels, and is able to provide deep analytics insights.

All the Kpi’S are here for precise control of your Customer Relationship : Interactions - Quality - Satisfaction - Campains forecast MyClient

Filters, Data Extraction, Custom Views, dates sheets, email subscriptions, xls Extracts, images, pdf


PLUS ! Automated extracts
for integration to third party applications.

7.) 
Daisee

Daisee
Daisee builds technology that empowers people to solve problems by making interactions simple and smart so they can have a more significant impact, be more productive and be better at what they do. We believe incremental improvements carry huge potency and provide exponentially greater change for the better.

Genesys customers can now automate risk and quality management using Daisee’s speech and sentiment analytics and remediation workflow software. Daisee helps improve customer experience, ensure regulatory compliance, identify missed commercial opportunities & training requirements as well as provide valuable insights back to the business directly from the frontline – the true voice-of-...
(read more)
PH: +61404697151

8.) 
DialogTech

DialogAnalytics™
Powered by AI, DialogTech’s DialogAnalytics analyzes conversations to provide marketing and sales teams a wealth of insights for smarter optimizations. With the power of conversation intelligence, you can learn which channels, ads, keywords, and webpages drive the best sales calls, if the caller converted, and more.

AI analyzes how calls are handled at locations and call centers to detect issues that negatively impact ROI. See what percentage of calls go unanswered and who is best (and worst) at converting callers to appointments and customers. Get email alerts when phone leads are mishandled at locations so those leads can be called back right away.

With DialogAnalytics, you can get a...
(read more)

9.) 
eGain Corporation

eGain Analytics
eGain Analytics makes it easy to measure, analyze and refine your contact center operations, knowledge and web customer experience. Create informative reports, charts and dashboards effortlessly. Slice-&-dice the data in any number of ways and use it to manage the business effectively.

1. Operational Analytics™ empowers the business to measure and manage the call center directly and without IT involvement.
2. Knowledge Analytics™ provides insight for eGain’s knowledge and AI applications.
3. Digital Analytics™ measures contact center performance within eGain’s digital channel applications.
4. Journey Analytics™ captures customer behavior on the website—identify the churn points and cre...
(read more)

10.) 
ethosIQ, LLC

ethosAnalytics
ethosAnalytics leverages data to provide business intelligence to enhance the customer experience and beyond. The analytics dashboards are customized based on client needs. ethosAnalytics enables data-driven decisions in seconds or minutes - not days or weeks.
PH: 2816165711

11.) 
Lieber & Associates

Contact center Analytics and Metrics
Lieber & Associates provides services to develop, interpret, and improve contact center metrics and analytics. The firm's experience spans forecasting, customer service, order-taking, lead-qualification, sales, segmentation, media-source-tracking, and testing design. L&A's president pioneered segmentation for telephone scripts and the tri-level service level metric. He brings broad analytics experience to contact centers.
PH: +1-773-325-0608

12.) 
Noble Systems

Noble IQ
Turn business insights into actionable intelligence. Noble’s IQsolutions provide you with rich and robust customer data that can transform your business. Automate decision making and campaign management and refine the quality of interactions with precision and efficiency. We have developed proprietary and patented tools to help you make sense of data on your current operations and then help you make strategic decisions to improve performance and efficiency. Identify who your best customers and prospects are and the ideal methods to reach them. Understand what types of campaigns work best for your business and how to optimize underperforming campaigns. And nake real-time decisions rather than looking back to see what went wrong.
PH: +61 (0) 3.9008.1700

13.) 
PRILINK

SIP-Trunk Demarc Monitor
Analyzes SIP signalling and RTP audio stream of every call passing through the network demarcation point. Provide a real time 24/7/365 network baseline database that contains the IP bandwidth, call traffic of up to 128 voice groups, Call Detail Record (CDR), call blockage and MOS voice quality. All information are displayed in SIP-Trunk dashboards and are used in many applications, such as Telco collaboration, UC/CC analytics, Work Force Optimization (WFO) and caller identification.
PH: 905-940-8844

14.) 
QPC Ltd.

QPC Live
QPC provides realtime unstructured and structured data analytics solutions and services to contact centres globally.
We provide a complete end-to-end customer integrated offering powered by a Multichannel Intelligence Gateway which collects and inter-relates all customer interactions, from each and every customer contact across an entire contact centre ecosystem, all in real-time.
We also provide solutions for conversational and interaction analytics with solutions from our specialist portfolio.
PH: 00441352705810

15.) 
Trillys Systems

ActuCall
Imagine for a moment that you are a call center manager responsible for generating revenue through signing new customers or up-selling to existing ones. Imagine that your KPI is telling you you have an abandonment rate of 5% and someone comes along and says "No, your abandonment rate or dropped call rate is 13%." .." How do I know? AcutuCall VoIP software application can show you the dropped call data including, originating number and whether it was a network or equipment failure." Now imagine you can see your calls in progress on a mobile app, take your dashboard where ever you go! "What is a lost call worth to you?"
PH: +1 613-521-1639
 
Submit Event

Upcoming Events

15th annual Best Practice Conference - this is the contact center world's most highly rated event - a whopping 100% of delegates say they would recommend it!

100's of best practice tips and ideas from contact center professionals Read More...
 7
 10234 
Share

Latest Americas Newsletter
both ids empty
session userid =
session UserTempID =
session adminlevel =
session blnTempHelpChatShow =
CMS =
session cookie set = True
session page-view-total =
session page-view-total =
applicaiton blnAwardsClosed =
session blnCompletedAwardInterestPopup =
session blnCheckNewsletterInterestPopup =
session blnCompletedNewsletterInterestPopup =