Contact Center

Three ways of using linguistics to deliver a superior customer experience

Published on: December 02, 2013
Author: Eptica

In today’s competitive environment, organisations need to deliver consistent, rapid and personalised responses to consumers, based on understanding the tone and style of the language they use. And they need to do this faster and across more channels and interactions than ever before.Linguistics, the scientific study of language, provides the answer to this growing challenge. It enables compa...

Eptica powers global multichannel customer service for L’Occitane

Published on: November 27, 2013
Author: Eptica

In order to streamline and optimise its entire customer service operations, perfume and cosmetics group L'Occitane has chosen Eptica’s multi-lingual customer management interaction software.Eptica is being used to manage incoming emails, web self-service and telephone contacts, as well as to power L’Occitane’s new web chat service in Europe. Through a centralised knowledgebas...

The rise of Generation Y and what it means to the customer experience

Published on: November 22, 2013
Author: Eptica

Across the world customer satisfaction is getting worse – and younger generations are saying goodbye to the phone channel. These are just two of the headline findings from Dimension Data’s 2013/14 Global Contact Centre Benchmarking Report. The 16th edition of the report is based on a worldwide survey of 817 companies in 11 industries and 79 countries. It paints a bleak picture of ...

Advanced linguistic technology and Eptica Enterprise Suite 9.0

Published on: November 20, 2013
Author: Eptica

An ever-increasing amount of customer contact is coming through digital channels such as email, social media and the web. Companies need to understand these queries and respond quickly and accurately if they are to win and retain customers. However an estimated 80% of this contact is unstructured (not organised in a pre-defined format), making it difficult and time consuming to analyse and act upo...

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 ...

Simplicity – the route to customer engagement

Published on: November 06, 2013
Author: Eptica

We live in an ever more complex world. Driven by the internet, consumers face an explosion in choice, both when it comes to the range of products out there and who to buy them from. Add in the growth in the number of devices and channels used to interact with businesses and you can see why customers are less forgiving of brands that do not deliver straightforward, fast service through their channe...

Looking into the customer service crystal ball

Published on: October 30, 2013
Author: Eptica

Attempting to predict the future provides some fascinating insights and can help planning, whatever industry you are in. This is especially true when it comes to customer service, as it often feels that we’re in the midst of constant change. Thinking further ahead gives the chance to add perspective and to make more gradual, planned steps on the road to the future.So I read with interest a r...

Utility customer service moves centre stage

Published on: October 25, 2013
Author: Lloyd Buxton - Business Development

With large hikes in energy prices being announced by major UK utilities the spotlight is currently firmly on the sector. Politicians have condemned the rises, with Labour leader Ed Miliband threatening to impose a price freeze and ex-Prime Minister John Major calling for a windfall tax on utility profits. At the same time utilities have received major fines for past misselling and misleading custo...

Getting the customer journey right

Published on: October 23, 2013
Author: Eptica

Organisations understand that every interaction with a consumer is something that they’ve got to get right if they want to win and retain customers. And many strive to excel at each one of these touchpoints, measuring performance and changing operations to improve satisfaction.However, according to a new article from consultants at McKinsey in the Harvard Business Review, by focusing on indi...

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