agents

How artificial intelligence can transform your customer experience

Published on: May 16, 2018
Author: Anne-Claire Bellec - Marketing Director

When interacting with brands, consumers want the process to be easy, effective and based on an understanding of their emotions and the individual needs. Recent research from Forrester outlines 3 ways that AI can help meet these changing customer expectations.

The cost of ecommerce delivery problems to the customer experience

Published on: December 23, 2016
Author: Pauline Ashenden - Demand Generation Manager

This Christmas over £24 billion will be spent online on presents and gifts. And while some of these packages will be picked up instore through Click and Collect services, the vast majority will be delivered by the post and couriers. This last leg of the ecommerce customer experience has always been hard for retailers to control.

Reducing customer service stress at Christmas

Published on: December 21, 2016
Author: Anne-Merete Jensen - Senior Business Consultant

Christmas is a stressful time. It is stressful for consumers buying last minute presents or chasing up a missing delivery, but it is also stressful for the staff in stores and contact centers with the many customer enquiries that follow the season. The number of queries companies receive is enormous, and every single one matters to the consumer that sent it

Balancing investment between digital and traditional customer service

Published on: September 16, 2016
Author: Derek Lewis

Many organizations are embracing digital transformation, making investments to enhance the customer experience they deliver on these digital channels, such as email, chat, the web and social media. However, new research from Accenture Strategy underlines the importance of offering a full range of channels to meet all consumer needs.

The importance of understanding language in customer service

Published on: September 07, 2016
Author: Chris Eideh - North American Sales Executive

People use a whole range of different words to refer to your products – many will differ from those words that your organization uses internally. For example, research found that there are 57 names for the humble TV remote control, including the flipper, the changer and even the doofangle. This wide range of language can create problems for customer service...

Unhappy holidays? The state of UK travel customer experience

Published on: June 08, 2016
Author: Eptica

The internet has transformed the way we buy our holidays and flights, with the majority of people now booking all or part of their travel online. Digital channels have also driven up the level of competition in the sector, putting downward pressure on prices as transparency increases. At the same time with so many options to choose from online, customers are more discerning about where they take..

Meeting the needs of contact center agents

Published on: May 18, 2016
Author: Anne-Merete Jensen - Senior Business Consultant

Delivering a great customer experience is vital to every organization today – and much of the responsibility for delivering this comes down to contact center agents. They are at the frontline of every business, and their performance is crucial to your brand reputation, consumer satisfaction and overall customer retention. Rising contact volumes, across more and more channels...

Social customer service – why it is a continuous journey

Published on: January 27, 2016
Author: Eptica

All brands should now understand the importance of social media to customer service. For example, over two thirds (67%) of consumers say they’ve used social media for customer service, rather than phoning or visiting a company website, according to research from J.D. Power. Over 1 million people view tweets about customer service every week. However, many companies are still...

The importance of customer experience to building a Digital Business

Published on: June 17, 2015
Author: Robin Tandon - Senior Product Marketing Director

Last week’s Gartner Customer Strategies & Technologies Summit in London provided a perfect opportunity to take the pulse of customer service and customer experience, and to look at future trends that companies need to start preparing for now. The two day event was certainly packed with presentations, and well attended by both vendors and end users, demonstrating the vital ...

Reducing training time in the contact centre

Published on: June 07, 2013
Author: Epticablog

Staff turnover has always been a problem in a lot of customer service teams. While the UK average employee turnover rate is approximately 15%, in contact centres it averages around 25%. That means one in four agents leaves every year - although for some contact centres turnover can be as much as 60%.One of the key impacts of staff turnover is increased training costs. On average, new agents receiv...

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