knowledge management

6 Top Trends Driving Customer Expectations

Published on: August 27, 2014
Author: Pauline Ashenden - Demand Generation Manager

Every business understands that today’s customers are demanding more – and are happy to move to the competition if they don’t receive what they are looking for. However, breaking these demands down into specific areas can be difficult, so those involved with customer experience should take a look at a recent Forbes blog post by customer service expert Micah Solomon as it gives mo...

Five projects to deliver Customer Engagement

Published on: June 25, 2014
Author: Robin Tandon - Senior Product Marketing Director

Engaging with customers is one of the key challenges facing businesses today. Building and maintaining strong relationships across multiple devices and channels requires a combination of reactive and proactive processes in order to meet the needs of demanding customers.Gartner has talked extensively about the Customer Engagement Center (CEC), the replacement for the Contact Centre that it believes...

Voice, text and video – the fundamentals of all customer service channels

Published on: June 04, 2014
Author: Derek Lewis

The number of channels through which customers expect to reach you is ever-increasing. In many ways this is a positive step as it provides greater opportunity to engage with customers, solve their problems and understand their needs and motivations. However, as hard-pressed contact centre teams already know, managing the growth in channels can add to complexity and cost.‘Old’ channels ...

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...

Hastings Direct enhances customer service with centralised knowledge

Published on: December 05, 2013
Author: Eptica

As companies expand, delivering the same, personal, high quality service is vital to their continued growth. Customer service teams can be spread across multiple locations and have to cover multiple brands and a greater range of products. This means that traditional methods of collecting and sharing knowledge (such as physical folders or handbooks) no longer provide fast answers to staff, leading ...

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 ...

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...

5 ways to drive knowledge management success

Published on: October 09, 2013
Author: Eptica

Effective knowledge management is a key element of delivering customer service and that’s why we’ve been focusing on this important area in recent weeks.In our first post we discussed how to get started - outlining the different stages of knowledge management within customer service operations. Following this we covered building a business case, outlining the benefits your organisation...

Building a business case for knowledge management

Published on: September 26, 2013
Author: Eptica

In our first blog post in our series on knowledge management we talked about the different stages of collecting and sharing information across the contact centre.So, once you’ve identified where your organisation is now, how do you move forward and create a strategy to implement knowledge management? And what are the business benefits that you’ll receive?Starting with the benefits, the...

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...

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