With 2012 now firmly upon us, what will it bring for customer service? The combination of the ongoing recession, increased reliance on the internet and the continuing growth of social media are the three major challenges that customer service needs to address.Here are Eptica’s views on how these trends will impact customer service in the year ahead:The recession Clearly there is no immediate...
Delivering consistent, accurate and fast information to customers, across multiple channels, is at the heart of excellent customer service. The results are double - not only are customers happier as their query is dealt with more quickly, without needing to call back, but operational efficiency is increased, as queries are dealt with first time, faster and with a consistent approach.The quest to b...
The Christmas shopping season is now in full swing across the UK and competition between retailers has never been fiercer.This is particularly true in the electrical and computing sectors, where consumers have a huge choice of online and offline outlets to buy from. Electrical products are also becoming more complex and converged – for example smart, internet-connected TVs are expected to be...
Most organisations today have a multi-channel strategy, allowing customers to contact them by email, phone, the web, branch and increasingly social media. Ensuring that you can respond to them via the channel of their choice is a key part of delivering high levels of customer service. After all, if you begin a conversation on email you don’t want to be forced to call the contact centre ...
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 ...