At long last the UK economy seems to be improving. Figures from the Office of National Statistics show growth of 0.6% in Q1 2013 and the CBI is forecasting an increase of 1.2% over the whole year. Other recent surveys have shown positive results in manufacturing, housing, services and construction.Obviously this is all good news, but how does it affect customer service teams? After a prolonged per...
With 2012 now firmly upon us, what will it bring for customer service? The combination of the ongoing recession, increased reliance on the internet and the continuing growth of social media are the three major challenges that customer service needs to address.Here are Eptica’s views on how these trends will impact customer service in the year ahead:The recession Clearly there is no immediate...
In a recession companies look to cut costs wherever they can – and unfortunately customer service is often a target. After all, if there are fewer customers to service then surely you don’t need to invest as much in looking after them?The folly of this attitude is shown by some recent international research from American Express, neatly summarised in this infographic on the Get Satisfa...