Multichannel Customer Service

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...

Entering the Age of the Customer

Published on: October 12, 2011
Author: Epticablog

As a discipline customer service has been around for a long time, with plenty of companies promising to deliver an outstanding experience, but few actually doing so. In many cases this was due to a fundamental imbalance in the customer/supplier relationship. The customer essentially had no choice but to put up with poor service, as either they couldn't buy what they wanted elsewhere or ev...

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...

The customer is always right – particularly on social media

Published on: October 05, 2011
Author: Epticablog

The internet has been buzzing this week about a major customer service failure by Australian fashion retailer Gasp. The story started when bride-to-be Keira O’Neill visited the Gasp store in Melbourne. After trying on a wedding dress and resisting the hard sell of the shop assistant he was apparently rude to her and her friends. Unsurprisingly Keira complained, politely, by email to the...

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...

Eptica in Gartner Magic Quadrant for CRM Web Customer Service

Published on: September 28, 2011
Author: Epticablog

 The 2011 edition of the Gartner Magic Quadrant for CRM Web Customer Service (WCS) is now out, and Eptica is one of just 13 companies worldwide that are positioned in it.Competition to get into the Magic Quadrant is always fierce, and Eptica’s inclusion follows impressive sales growth of 26% in 2010 and 22% in the first half of 2011. Eptica excels for its:Self-learning knowledgebas...

Time for councils to invest in customer service

Published on: September 23, 2011
Author: Epticablog

News that Rochdale Council is proposing to cut £10 million of the services it provides, including a £3.1 million reduction in what it spends on customer service demonstrate the pressures that public sector are under. The council is looking to save £64 million by 2015, forcing it to make tough and often unpopular choices. Rochdale is not alone, as councils up and down the UK look ...

Online retail satisfaction on the rise

Published on: September 19, 2011
Author: Epticablog

A new mystery shopper study from eDigital Research points to increasing levels of customer satisfaction with online shopping. The research, conducted in August, compared the customer journey on 51 UK retail websites, ranking them on a number of criteria. Overall the results showed that customers were happier than they have ever been, due to investment in website improvements (particularly search) ...

Banking reform and customer service

Published on: September 14, 2011
Author: Epticablog

 This week the Independent Commission on Banking (ICB) released its long-awaited report on reforming the banking system. It has two main aims - firstly to protect us all from potential future financial crises by splitting bank’s retail and investment arms but importantly to increase competition within the UK banking sector.In fact the report states that it wants a market where “ba...

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