Using knowledge effectively is key to driving excellence in customer service, particularly as queries become increasingly complex and information changes ever faster.
Knowledge is now more important than ever for effectively dealing with customers’ queries in the contact centre. But at the same time, it is also more difficult to manage in terms of complexity and channel range. Our latest blog explains the essential role of knowledge and highlights key requirements for an effective knowledge management strategy.
Being able to resolve customer queries on the first call is one of the hallmarks of good customer service. Our latest blog explores why FCR is such an important metric, why it is particularly relevant today, and how organisations can improve their own FCR rates.
Being able to deliver fast, accurate and consistent information to consumers and their queries has always been a central part of successful customer service. In the current crisis its importance has deepened even more – we asked consumers about their experience of knowledge in the COVID-19 era and the lessons for businesses…
Today’s consumers demand more from the customer experience than in the past, including asking more detailed questions covering a wider range of issues than ever before. This means effectively managing your knowledge is vital – here are 4 ways you can successfully deliver the right answers to your customers across every channel.
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…..
Providing access to knowledge is at the heart of creating an excellent customer experience. Failing to deliver timely, accurate answers to consumer questions disrupts the customer journey, while making it difficult to access relevant information, such as on your website, drives potential buyers away. Given the importance of knowledge, are UK brands delivering?
Planning ahead is central to retail success, which is why during the summer months many retailers are already preparing for the Peak festive shopping season. Given the importance of customer experience to sales success, optimizing CX is high on the list of priorities. So how can you ensure that your customer experience helps you have a Happy Christmas?
Be it broadband internet services, pay TV, landline or mobile, the telecoms market is incredibly competitive. The pace of technological change means that new services are constantly being launched while there is ongoing pressure on prices, with consumers demanding more for less at every contract renewal. All of these factors make customer service a key battleground...
Customer service and customer experience now involves the entire organization, and to be successful companies have to build a strong culture that embraces the right systems, processes and technology to empower staff and ensuring they have meaningful, empathetic conversations with customers. But how do you achieve this?