Customer service is changing dramatically, with the rise of artificial intelligence (AI) and automation leading more and more consumers to interact with brands through technologies such as self service. How will this impact the role of the customer service agent in the future?
When it comes to the contact center, there is a clear link between happy agents and overall performance. How can you use your CX technology to make it easier for agents to operate effectively and happily?
Constant improvement is key to meeting customer service needs and differentiating your business from rivals. In the first of a new series of posts on optimizing CX with Eptica, we’re going to share training and advice to help maximize efficiency and customer satisfaction.
The internet is now the primary channel for most consumers when it comes to shopping, connecting with friends and families and communicating with brands. How can brands therefore deliver the online experience that consumers expect and demand?
Consumers demand fast, accurate answers to their questions, whatever the channel, meaning that knowledge management is one of the key components of the customer experience. But how good are organizations at meeting the ever-increasing demands that consumers have, around speed and transparency? To find out, the Eptica Knowledge Study surveyed consumers in the UK and France…..
The UK retail sector is undergoing unprecedented change, with many long-established high street brands closing or having to cut back their number of stores. With all the pressures they are facing, how can retailers ensure that they are delivering the right experience to their customers?
Amidst all the talk of artificial intelligence, chatbots and the Internet of Things transforming the relationship between brands and consumers, it is easy to forget the vital importance of the human element to successful customer service. How can you balance both?
Despite the rise of new channels such as social media, email is still the number one digital channel for customer service, making up an average of 20.5% of incoming interactions to customer service teams. So how can organizations respond quickly, accurately and efficiently?
The run up to Christmas is both the busiest time of year for most brands and the most stressful for consumers. So it is no surprise that consumers become more demanding of the brands that they deal with during this time. How can they cope?
NHS Business Services Authority provides a range of critical central services to NHS organisations, NHS contractors, patients and the public. Delivering the highest levels of service efficiently is at the heart of its strategy. Watch this video...