knowledge management

Why knowledge management is essential for your contact centre

Published on: July 08, 2022
Author: Pauline Ashenden - Demand Generation Manager

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.

The secrets to driving up First Contact Resolution rates

Published on: November 19, 2021
Author: Pauline Ashenden - Demand Generation Manager

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.

The impact of knowledge on current customer satisfaction

Published on: May 20, 2020
Author: Steve Nattress

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…

Why Knowledge is power

Published on: June 05, 2019
Author: Steve Nattress

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.

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…..

Why your approach to knowledge is key to the customer experience

Published on: March 20, 2018
Author: Pauline Ashenden - Marketing Manager

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?

Five ways retailers can improve CX ahead of Peak

Published on: August 15, 2017
Author: Anne-Merete Jensen - Senior Business Consultant

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?

Connecting telecoms providers with improved customer service

Published on: May 02, 2017
Author: Dharmesh Ghedia

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...

Building a strong customer-focused service culture

Published on: February 21, 2017
Author: Anne-Merete Jensen - Senior Business Consultant

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?

Moving to the 3Cs model for CX: Conversational, collaborative & cognitive platforms

Published on: February 08, 2017
Author: Olivier Njamfa - CEO & Co-Founder

Companies and their CEOs understand that the world is changing rapidly when it comes to winning, satisfying and retaining customers. Consumers are now more demanding than ever before, across a greater number of channels, and they increasingly focus on the experience they receive when deciding which companies to buy from.

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