Whatever industry an organisation operates in, building mutual understanding between customer and company is at the heart of creating engaged, long-term relationships. However there is a growing gap between the two sides, according to new Eptica research.
As we move into the busiest part of the year for many contact centres, keeping staff morale high is even more crucial for delivering fast, efficient service. At the same time, contact centres are taking on extra staff to cope with demand, all of whom need to be motivated and trained to be ambassadors for your brand.Together, these factors add to the pressure on contact centre operations. How can y...
This week’s Eptica Customer Day brought together customer service professionals from multiple sectors, enabling them to compare best practice and learn from each other. It was also a great opportunity to tap into the experience that Eptica has gained working on multichannel customer experience strategies and implementations around the world. My thanks again to all those who attended, i...
Contact centre agents are at the front line of providing customer service, acting as the public face of an organisation. It is therefore critical to give them the training, tools and information they need to deliver a superior and joined-up customer experience.However, as they have often grown in a channel-based, ad hoc manner, many contact centres struggle to integrate information from different ...