Customer Service

The Royal Wedding and Customer Service

Published on: April 19, 2011
Author: Epticablog

The next two weeks see an unprecedented number of bank holidays across the UK. Easter, the Royal Wedding and May Day mean that many physical shops will be shut, driving potential customers onto the internet.While this is good news for ecommerce sites, ensuring they have the right level of customer service support to match demand is tricky. Estimating how many contact centre agents are needed on pa...

Don’t make Facebook customer service a silo

Published on: April 15, 2011
Author: Eptica

Pretty much all customer facing companies have woken up to the power of social media and the new channels it provides for customer service. Lots of organisations are monitoring conversations on the likes of Twitter and Facebook, but a high proportion are not integrating it with their overall customer service strategy.In many cases the customer service side of managing Facebook pages or responding ...

Ageas scoops two FST industry awards for multichannel customer service

Published on: April 14, 2011
Author: Epticablog

Ageas Insurance Solutions (AIS) has won not one, but two, prestigious Financial Sector Technology (FST) Awards for its successful Ageas eStream service transformation project, powered by Eptica technology. Best Use of IT in Insurance and Best Use of CRM technology were both awarded to AIS in recognition of the way it has transformed its multichannel cus...

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