Email Management

Ageas Insurance Services shows how to transform customer service

Published on: November 29, 2011
Author: Epticablog

Delivering excellent customer service is a central part of business today, whatever industry you are in. While sectors such as retail may be very visible when it comes to customer service initiatives, improving service can deliver huge benefits in other, more traditional, sectors such as insurance.The perfect example of this is Ageas Insurance Solutions (AIS), one of the UK’s leading persona...

Dealing with financial services complaints – top 5 tips

Published on: October 19, 2011
Author: Epticablog

Figures just released by the Financial Ombudsman Service (FOS) show that the number of complaints made by consumers increased by 24% in the third quarter. 31,386 complaints were made to the FOS, which deals with issues escalated by consumers beyond their financial services provider, between July and September 2011.Commentators have highlighted factors such as the worsening economic situation for t...

Eptica Awards celebrate customer service success

Published on: October 18, 2011
Author: Epticablog

Eptica’s International Customer Service Summit highlighted customer service excellence through the second annual Eptica Customer Service Innovation awards.  Dixons, AirAsia and Ageas were amongst the companies to receive awards for service transformation based around Eptica’s multichannel customer interaction management software. Winners achieved outstanding results in the ca...

The key trends for customer service 2012

Published on: October 11, 2011
Author: Epticablog

Last Friday’s Eptica International Customer Service Summit in Paris provided a perfect opportunity for 200+ Eptica customers, partners and staff to review current and future developments in the customer service market. As part of his presentation, Paul Barnes, managing director of Eptica UK Ltd, outlined ten key trends that the company sees driving the market in the near future. Th...

Celebrating National Customer Service Week

Published on: September 30, 2011
Author: Epticablog

National Customer Service Week (3-9th October) is now an established fixture in the UK business calendar, providing a real focus to demonstrate the importance of customer service and its impact on the UK economy. This year is no exception, with a whole range of activities planned by both the Institute of Customer Service and individual companies, both in the UK and around the world Eptic...

A drop in the ocean?

Published on: September 21, 2011
Author: Epticablog

Customer service at the UK’s water companies is improving dramatically, according to new figures released by the Consumer Council for Water. Consumer complaints in 2010-11 fell by 4.5%, part of a trend which has seen a reduction of a third over the last three years. Overall there were 185,140 complaints to companies in England and Wales, compared to 193,824 in the previous 12 months.While th...

How do customers really want to be contacted?

Published on: September 09, 2011
Author: Epticablog

In an increasingly multichannel world it is easy for organisations to think they know how customers want to be contacted and to force them to use certain channels for reasons of convenience or cost.The problems behind this approach are highlighted in some new research from data specialist Acxiom, which compared actual consumer contact preferences with how marketers thought they’d like to be ...

Telecoms – is it good to talk?

Published on: August 31, 2011
Author: Epticablog

 Two things used to be true about the telecoms sector – prices were always falling and companies across the market had a reputation for poor customer service. The news that BT is increasing call charges by up to 5% - its second rise this year - shows that even in a competitive market such as the UK, prices are now escalating, driven by inflation.So, if phone bills are rising has there b...

Dedicated follower of fashion……….

Published on: August 23, 2011
Author: Epticablog

 The continuing bad news from the UK retail sector, with sales growth slowing and more than one in ten high street shops vacant means retailers need to focus clearly on customer service if they are to successfully compete in a challenging market.Nowhere is this competition more intense than in the fashion sector, with sales of clothing and footwear actually declining in July. However one brig...

Living in a 24x7 world

Published on: August 18, 2011
Author: Epticablog

The internet has fundamentally changed how humans operate. The fact that we can access information and services at the click of our mouse has reduced our willingness to be patient or to wait for responses. If consumers can’t immediately find the information they are looking for on your web page they are likely to surf over to the competition – so ensuring you can combat this growing im...

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