knowledge management

The technology behind customer service success

Published on: July 04, 2013
Author: Epticablog

Delivering the best possible customer experience requires a combination of focused strategy, well-trained staff, a customer-facing culture, robust processes and the technology to underpin the end-to-end customer journey.Strong, well-implemented systems that are straightforward for agents to use are vital. But in a market where customer service technology can mean anything from a standalone Twitter...

What are the top trends for customer service in 2013?

Published on: January 25, 2013
Author: Epticablog

As we’re now well into January, commentators are releasing a growing number of predictions for the customer service market in 2013.The latest is from industry analysts Forrester. While its full trend report will be published later in the month, it has released a sneak preview of where it sees the customer service industry going this year.Essentially it revolves around three areas:The need to...

Christmas customer service – why it doesn’t stop when the shops shut

Published on: December 21, 2012
Author: Eptica

In the run up to Christmas shoppers naturally expect a high level of customer service from retailers. In store they want helpful staff, sufficient stock and no queues at the checkouts. Online they want a straightforward ordering process, a clear acknowledgement of their purchase and to be kept informed about delivery progress.As we’ve already found not all retailers are managing to provide t...

Bringing customer service strategy to life

Published on: October 03, 2012
Author: Epticablog

We’re currently part way through National Customer Service Week (1-7 October), which acts as a focus for the importance of customer service to UK businesses. Led by the Institute of Customer Service, each day during the week has a separate theme  - from Bringing your Strategy to Life to Improving Processes and The Future.The sheer breadth of subjects covered and the enormous number of o...

Domestic & General’s customer service success recognised at prestigious awards

Published on: March 29, 2012
Author: Epticablog

Whatever industry you are in, customer service revolves around providing fast, accurate answers to customer queries. However ensuring that your agents have the up to date information needed to deliver these answers can be difficult, as it is scattered across multiple IT systems, stored in physical folders or even kept in agents’ heads.  The key to delivering excellent customer...

Elementary, my dear customer………..

Published on: March 09, 2012
Author: Epticablog

In today’s business climate, increasing efficiency while still delivering great service is the central aim of leading organisations. Balancing these two demands can be difficult, but by implementing an Eptica-based knowledge management system, the NHS Business Services Authority (NHSBSA) has achieved both cost savings and improved customer service levels.NHSBSA’s Sherlock project uses ...

Domestic & General centralises knowledge to boost customer satisfaction

Published on: February 01, 2012
Author: Epticablog

The majority of times when customers call your contact centre they are looking to get answers to their questions. Provide this information quickly, efficiently and politely and they will finish the conversation happier and better disposed towards your company. That’s the essence of good customer service – and on paper it seems relatively simple.However ensuring your contact centre agen...

Knowledge – the holy grail of customer service

Published on: December 14, 2011
Author: Epticablog

Delivering consistent, accurate and fast information to customers, across multiple channels, is at the heart of excellent customer service. The results are double - not only are customers happier as their query is dealt with more quickly, without needing to call back, but operational efficiency is increased, as queries are dealt with first time, faster and with a consistent approach.The quest to b...

Sharing the KNOWHOW knowledge at Christmas

Published on: December 07, 2011
Author: Epticablog

The Christmas shopping season is now in full swing across the UK and competition between retailers has never been fiercer.This is particularly true in the electrical and computing sectors, where consumers have a huge choice of online and offline outlets to buy from. Electrical products are also becoming more complex and converged – for example smart, internet-connected TVs are expected to be...

Crossing the channel

Published on: December 01, 2011
Author: Epticablog

Most organisations today have a multi-channel strategy, allowing customers to contact them by email, phone, the web, branch and increasingly social media. Ensuring that you can respond to them via the channel of their choice is a key part of delivering high levels of customer service. After all, if you begin a conversation on email you don’t want to be forced to call the contact centre ...

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