web self-service

5 ways of spring cleaning your customer service

Published on: April 01, 2015
Author: Anne-Merete Jensen - Senior Business Consultant

Now that the clocks have gone forward, the weather is improving and the Easter break is nearly upon us, many people are setting to work on de-cluttering their houses and sprucing up their gardens. For those of us working in customer service, it is a good time to apply the same spring clean mentality to our contact centers, blowing away the cobwebs and ensuring that everything is performing smoothl...

What does 2015 hold for customer experience?

Published on: January 07, 2015
Author: Pauline Ashenden - Demand Generation Manager

The New Year always bring a plethora of predictions as companies and analysts look at what is likely to happen in the next twelve months across the customer experience market.

Maintaining customer service levels at the busiest times of the year

Published on: November 28, 2014
Author: Pauline Ashenden - Demand Generation Manager

One of the most frustrating experiences for consumers is calling a company with a query and being met with a recorded message saying 'we are experiencing high call volumes at present, please hang up and try later'. Frustration can boil over into anger if they receive the same message on numerous occasions, particularly if it includes the advice to check the company website for information ...

Overcoming the basic customer service pitfalls with technology

Published on: October 29, 2014
Author: Dharmesh Ghedia

I recently read a really interesting blog by Thomas Laird that looks at some of the underlying reasons that companies struggle with customer service. What struck me was how many of these issues could be solved with well-implemented technology to support agents doing their jobs.Here’s a précis of Thomas’s five points, along with my comments on where technology adds value.1 . Who runs y...

Transforming Customer Service with Technology

Published on: September 17, 2014
Author: Pauline Ashenden - Demand Generation Manager

Today, businesses understand that they need to engage with customers, whatever the channel, if they want to be successful. Customers are demanding more, across every sector, and, with social media, they have a megaphone to publicise their experiences (good or bad), instantly, around the globe. The number of interactions is increasing dramatically and consumers want faster answers than ever before....

A Shock to the System?

Published on: July 16, 2014
Author: Lloyd Buxton - Business Development

Figures released this week by the Energy Ombudsman show that complaints against energy companies in the UK are at their highest ever level. They more than doubled, from 10,598 in the first six months of 2013 to 22,671 in the same period of 2014. 84% of complaints related to billing and this news follows previous large fines for misselling for a number of utilities.Driven by a desire to open up the...

Delivering patchy performance - UK retailers and customer service

Published on: July 02, 2014
Author: Lloyd Buxton - Business Development

The UK retail landscape has changed radically in the last ten years. The rise of the internet, new competition, increasingly demanding consumers and the slowdown caused by the recession have triggered the demise of many long-standing players, transforming the sector.How are the UK’s top retailers coping with these challenges? To find out, the Eptica Multichannel Customer Experience Study eva...

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...

The UK insurance customer experience – struggling to deliver?

Published on: June 20, 2014
Author: Pauline Ashenden - Demand Generation Manager

Insurers in the UK are under unprecedented pressure. Margins have been slashed by the rise of the internet and price comparison sites, competition is growing, customer loyalty is at an all-time low and claim costs and regulation are both increasing.Against this backdrop,the balance of power is shifting overwhelmingly in favour of consumers. They expect more, for less – and want answers faste...

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