Customer

Putting the spark into energy customer service

Published on: January 09, 2014
Author: Lloyd Buxton - Business Development

1st January 2014 saw a major change in the utility sector, as new Ofgem regulations came into force. Designed to create a clearer market, suppliers are now limited to offering eight tariffs to customers (four each for electricity and gas), which will be structured more simply. The aim is to make it easier to compare prices from different suppliers and therefore encourage switching to ensure consum...

Helping the public sector become Digital by Default

Published on: December 18, 2013
Author: Lloyd Buxton - Business Development

Citizens today are increasingly embracing digital channels, such as the web, email and social media. Led by central government and its Digital by Default agenda, the public sector is therefore changing how it communicates to match the needs of citizens, patients and other audiences. More and more services can now be completed online, from renewing a tax disc to registering children for school.Digi...

2013 customer service predictions – did they come true?

Published on: December 13, 2013
Author: Eptica

Now is the time of year when everyone looks forward and makes their predictions for 2014. Rather than add my thoughts to this debate, I’ve taken a look at the views of the great and the good from this time last year – and seen how many have actually become a reality. I’ve tried to be as extensive as possible in my research, spanning analysts, publications, experts and other softw...

The rise of Generation Y and what it means to the customer experience

Published on: November 22, 2013
Author: Eptica

Across the world customer satisfaction is getting worse – and younger generations are saying goodbye to the phone channel. These are just two of the headline findings from Dimension Data’s 2013/14 Global Contact Centre Benchmarking Report. The 16th edition of the report is based on a worldwide survey of 817 companies in 11 industries and 79 countries. It paints a bleak picture of ...

Advanced linguistic technology and Eptica Enterprise Suite 9.0

Published on: November 20, 2013
Author: Eptica

An ever-increasing amount of customer contact is coming through digital channels such as email, social media and the web. Companies need to understand these queries and respond quickly and accurately if they are to win and retain customers. However an estimated 80% of this contact is unstructured (not organised in a pre-defined format), making it difficult and time consuming to analyse and act upo...

Getting the customer journey right

Published on: October 23, 2013
Author: Eptica

Organisations understand that every interaction with a consumer is something that they’ve got to get right if they want to win and retain customers. And many strive to excel at each one of these touchpoints, measuring performance and changing operations to improve satisfaction.However, according to a new article from consultants at McKinsey in the Harvard Business Review, by focusing on indi...

Knowledge Management in practice: Domestic & General

Published on: October 18, 2013
Author: Eptica

Last week the post in our series about effective knowledge management for customer service shared five top tips for successfully deploying and reaping the benefits of knowledge management in your organisation.Here we complete the series with a best practice example from Domestic & General, the UK’s leading warranty specialist.  The company has transformed its customer service operat...

Finding the key to managing cross-channel customer service

Published on: October 16, 2013
Author: Eptica

Customers want to interact with companies on an ever-widening number of channels. And while newer channels such as mobile and social media may currently be hitting the headlines, it is vital that customer service teams don’t neglect traditional communication methods such as email, the web and phone.In fact, the total number of contacts, across every channel, is increasing. A recent study by ...

Getting started with knowledge management in customer service

Published on: September 11, 2013
Author: Epticablog

Knowledge is at the heart of delivering a successful, consistent and efficient customer experience whatever type of organisation you are in. Collecting and sharing information, incorporating feedback and keeping centralised knowledge updated is central to delivering superior customer service.However while most managers understand the importance of knowledge, many are simply not sure where to start...

Planning for recovery

Published on: August 21, 2013
Author: Epticablog

At long last the UK economy seems to be improving. Figures from the Office of National Statistics show growth of 0.6% in Q1 2013 and the CBI is forecasting an increase of 1.2% over the whole year. Other recent surveys have shown positive results in manufacturing, housing, services and construction.Obviously this is all good news, but how does it affect customer service teams? After a prolonged per...

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