Knowledge base

Making it easier for your agents to deliver superior CX

Published on: July 31, 2018
Author: Joanna Allouche - Consultant

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?

How to reduce Average Handling Time and improve quality

Published on: July 03, 2018
Author: Anne-Merete Jensen - Senior Business Consultant

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.

How AI-based self-service can transform the customer experience

Published on: June 19, 2018
Author: Pascal Gauvrit - CTO

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?

How can brands match customer expectations around knowledge?

Published on: June 05, 2018
Author: Steve Nattress

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…..

When times are tough, retailers must prioritize customer experience

Published on: May 08, 2018
Author: Pauline Ashenden - Marketing Manager

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?

The Year of Humanity: Putting the customer first in 2018

Published on: January 31, 2018
Author: Pauline Ashenden - Demand Generation Manager

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?

5 ways to get your email customer service ready for 2018

Published on: January 17, 2018
Author: Pauline Ashenden - Demand Generation Manager

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?

Putting the customer first this Christmas

Published on: December 13, 2017
Author: Anne-Merete Jensen - Senior Business Consultant

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?

3 reasons why multichannel customer service is important to NHS BSA

Published on: October 06, 2017
Author: Pauline Ashenden - Demand Generation Manager

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...

How text analytics delivers customer experience value

Published on: August 30, 2017
Author: Pascal Gauvrit - CTO

Text analytics is at the heart of successfully using Artificial Intelligence in customer experience, with Natural Language Processing (NLP) used to extract meaning from written messages. How does it work and how do you benefit from it?

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