Guest Blog

Why linguistics are key to tomorrow’s successful customer service teams

Published on: September 03, 2013
Author: Epticablog

Guest post by Dominic Tavassoli, VP Product Management, Eptica Customer service teams should look to leverage cutting edge linguistic technology to address challenges of scalability and efficiency, as well as customer satisfaction.Great hospital emergency rooms excel at what is known as triage, being able to rapidly determine the priority of the treatment of patients, based on the severity of thei...

Why all Marketers should care about Customer Service

Published on: December 14, 2012
Author: Epticablog

Guest post by Dominic Tavassoli, VP Product Management, Eptica Picture the scene: you wake up one morning to find that your lovingly crafted company Facebook page is covered – horrors – in questions. Not the sort you wanted, such as “I love your brand, where can I buy more stuff?” but actual customer service questions and complaints! What do you do? Try to answer them yours...

Engaged employees, customer service, performance... and profitability

Published on: November 21, 2012
Author: Epticablog

Guest blog by Steve Hurst of the Customer Engagement Network.When we launched the Customer Engagement Network over three years ago in the wake of the banking crisis and economic global meltdown it was because we had a vision for the future.That vision was that organisations would be facing a perfect storm – with the elements of that storm being the greater need for customer retention strateg...

How business leaders are fighting the battle against customer churn

Published on: May 09, 2012
Author: Epticablog

This is a guest blog post from Jo Causon, chief executive of the Institute of Customer Service, the professional body for customer service.We live in an age of ‘austerity spending’, where businesses have to work harder than ever to hang on to their customers.Last year we commissioned research that concluded that the average cost to replace a lost customer is around £6,500 and 56 ...