Telecoms is central, even essential, to our lives. Creating a superior customer experience is a vital differentiators for operators – how good are they at delivering multichannel service to users?
When it comes to the contact center, there is a clear link between happy agents and overall performance. How can you use your CX technology to make it easier for agents to operate effectively and happily?
Given its importance, most organizations measure customer satisfaction, normally through Voice of the Customer (VoC) surveys. However, often these only provide topline data, showing you what is happening, but not the why. How can brands change this using AI?
Given the importance of customer experience and customer service, organizations understand that they need to use technology wisely to help them deliver consistent, high quality and efficient service that meets consumer needs, whichever channel they use to make contact. But with a wide range of solutions on the market, what should you look out for in a CX platform?
Constant improvement is key to meeting customer service needs and differentiating your business from rivals. In the first of a new series of posts on optimizing CX with Eptica, we’re going to share training and advice to help maximize efficiency and customer satisfaction.
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...
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…..
Trends such as digitalization, the rise of the experience economy and globalization are impacting every market. Network effects and the internet mean that businesses can now operate at greater scale, serving more consumers in more countries than ever before. This is leading to a ‘winner takes all’ world where gaps are growing, even between top organizations
When interacting with brands, consumers want the process to be easy, effective and based on an understanding of their emotions and the individual needs. Recent research from Forrester outlines 3 ways that AI can help meet these changing customer expectations.