Blog

The top 5 areas where linguistics delivers for customer service teams

Published on: December 11, 2013
Author: Eptica

Customer service teams face growing challenges, particularly around understanding and responding to the growing number of unstructured queries they receive through digital channels such as email, social media and the web. In previous posts we’ve explained what linguistics (the scientific study of language) is and how it re-writes the rules for successful customer service. In this article, I ...

The top 100 UK brands for customer experience

Published on: November 15, 2013
Author: Eptica

Corporate reputation is a key component of the customer experience. That’s one of the key findings of the latest Nunwood research into the experience and service offered by UK businesses. The study, which is based on ratings by 7,500 customers on over 250 brands, aims to record customer satisfaction and its influence on future behaviour, such as loyalty and advocacy.Businesses that have suff...

Africa and the future of mobile customer service

Published on: November 08, 2013
Author: Eptica

The African contact centre sector is growing fast. Both local and international businesses are now benefiting from its skilled workforce with multiple languages and strong ties to Europe. Demonstrating its expansion, Morocco now has 50,000 agents working in the industry, up from zero just a decade ago.One trend that is particularly driving customer service in the continent is the explosion in the ...

Is utility customer service powerful enough?

Published on: July 27, 2012
Author: Epticablog

electricity (Photo credit: Terry Freedman) The utility sector has often struggled with customer service but new figures seem to show that performance is improving. The latest quarterly statistics from Consumer Focus found that overall complaints about the six major energy companies fell by 7% in the first quarter of 2012. This meant that the average number of complaints was 77 per 100,000 cu...

Never forget email!

Published on: July 25, 2012
Author: Epticablog

In an era where new channels such as social media and mobile are receiving huge attention, email customer service can sometimes feel a little last century. After all as a channel that has been around for a while, companies must surely have implemented a strategy to successfully cope with email – and nowadays people are all migrating to other channels aren’t they?Unfortunately for anyon...

London 2012 and customer service

Published on: July 20, 2012
Author: Epticablog

With the Olympic Games nearly upon us, there’s going to be a significant impact on customer service teams, not just in London, but across the UK.Essentially the Olympics will affect customer service in three major areas:Games venues themselves The world (and media) will be watching closely for any issues with the games themselves – whether that is overlong queues to get into venues or ...

Dealing with rude customers – lessons from O2

Published on: July 18, 2012
Author: Epticablog

When it comes to crisis situations social media is now the front line for customer service. Issues spread quickly on Twitter and Facebook (and company message boards) and are visible to the entire world, drawing in other people who might not even be affected by the original problem. So the risk of damage to a brand’s reputation amongst potential customers and the general public is extremely ...

RSPCA and Eptica help Anne the Elephant say goodbye to the circus

Published on: November 14, 2011
Author: Epticablog

It has just been announced that the former owners of Britain's last circus elephant are to be prosecuted for animal cruelty – and customer service software has played its part in helping secure a better future for Anne the elephant.When footage of Anne being beaten and kicked emerged on YouTube in March 2011, The Royal Society for the Prevention of Cruelty to Animals (RSPCA) received hun...

Delivering gold medal-winning customer service

Published on: November 18, 2011
Author: Epticablog

Next year’s London Olympics will put the UK in the spotlight. Millions of visitors are expected to come to the country, providing a much needed boost to the economy. And provided they enjoy the experience many of these tourists could turn into regular visitors, coming back year after year for holidays across the country. Outside the spectacle of the games themselves, what will make the ...

Outsourcing public sector customer service

Published on: July 27, 2011
Author: Epticablog

Given the current budget pressures on the public sector, there is a major move to outsource services to try to deliver better value for citizens. Whether for central or local government, areas such as IT, payroll, cleaning and waste collection are now being provided by private companies with this trend set to intensify.This affects customer service in two ways – firstly, customer contact is ...

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