Contact Center

Voice, text and video – the fundamentals of all customer service channels

Published on: June 04, 2014
Author: Derek Lewis

The number of channels through which customers expect to reach you is ever-increasing. In many ways this is a positive step as it provides greater opportunity to engage with customers, solve their problems and understand their needs and motivations. However, as hard-pressed contact centre teams already know, managing the growth in channels can add to complexity and cost.‘Old’ channels ...

Gamification and how it can benefit contact centres

Published on: May 28, 2014
Author: Robin Tandon - Senior Product Marketing Director

Gamification – the use of game thinking and game mechanics to engage audiences and solve problems - is gaining traction across the world of business. According to Gartner by 2015, 40 percent of Global 1000 organisations will use gamification as the primary mechanism to transform business operations.So how does this work for the contact centre and how can operations benefit from the transform...

The growth of CRM and CX – 3 trends according to Gartner

Published on: May 16, 2014
Author: Robin Tandon - Senior Product Marketing Director

Engaging successfully with customers is central to business success today. Therefore it is not a surprise that research from Gartner shows that the market for Customer Relationship Management (CRM) software grew by 13.7% globally last year, hitting $20.7 billion. Western Europe was the fastest growing region, with spending expanding by 15.2% between 2012 and 2013.Gartner highlighted three trends d...

Booking last minute breaks – exploring the travel customer experience

Published on: May 14, 2014
Author: Pauline Ashenden - Demand Generation Manager

With summer approaching (and another bank holiday imminent), getting away from it all is becoming uppermost in many people’s thoughts. And that means turning to the internet, which has radically changed the structure of the travel industry now that the majority of transactions happen online. Whether it is holidaymakers creating their own tailored trip or consumers comparing holiday companies...

Creating customer advocates – why it starts with service

Published on: May 09, 2014
Author: Lloyd Buxton - Business Development

Personal recommendation is one of the most powerful sales tools in the world. People naturally listen to the experiences of their friends and family and take them on board when making similar purchases. And the rise of the internet and the potentially limitless choice it brings has made recommendation even more important. How do you choose between hundreds of similar products, when you are being c...

The evolution of the customer experience – 3 years of the Eptica blog

Published on: May 08, 2014
Author: Olivier Njamfa - CEO & Co-Founder

Last week marked a significant anniversary for Eptica - our Customer Experience Blog has now been running for three years. Created in April 2011, it has grown significantly since then, receiving thousands of visits from 160 countries across the world. This is the 290th blog post, with subjects ranging from the impact of wearables on customer service to how our software has helped safeguard elephan...

Making telephone service more efficient as UK Government cuts off costly calls

Published on: May 02, 2014
Author: Lloyd Buxton - Business Development

Despite the rise of new channels, most organisations understand that the telephone is still vital for customer service. Whether it is to discuss details of an order or to get to the bottom of a query, it is still the number one channel of choice for many consumers.However, telephone service is expensive – and it could be about to get even more costly in the UK. From 13 June 2014, companies w...

Don’t forget the importance of email in customer service

Published on: April 24, 2014
Author: Pauline Ashenden - Demand Generation Manager

Email is still a critical customer service channel for consumers, generally ranking second (to telephone) in customer preference studies. But the latest Eptica Multichannel Customer Experience Study reveals that many companies seem to be placing less value on email, despite the importance of this channel to their customers.

£116 billion - the true cost of bad service

Published on: April 11, 2014
Author: Derek Lewis

Poor service costs UK brands £116 billion every year. That’s the headline figure from new research from Accenture, which found that over half (53%) of British consumers had switched provider in at least one industry in the last twelve months. To put this in context, the equivalent of 12 per cent of UK consumers’ annual disposable income is being switched due to bad service.Accord...

What are the 4 key attributes of successful customer engagement?

Published on: April 08, 2014
Author: Pauline Ashenden - Marketing Manager

In an era of increased competition and more demanding consumers, engaging with customers is critical to driving a long term, loyal relationship. Engagement moves beyond transactional, potentially cost-based, interactions to build deeper ties between a brand and its customers. This makes companies more successful in two ways. Firstly, happy, engaged customers are likely to remain loyal and potentia...

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