| | Hello, Welcome to the latest issue of the Eptica newsletter. This edition features our most popular articles from the Customer Engagement blog and links to our most recent white papers and studies. We are also delighted to announce that Eptica has been positioned in the 2015 Gartner Magic Quadrant for the CRM Customer Engagement Center (CEC) by Michael Maoz and Jim Davies which examinee the market for global customer service and support applications for case management, trouble ticketing and problem resolution. | |
| | |  | Customer Engagement Features & Articles | |
|  | Eptica Positioned in Gartner Magic Quadrant for the CRM CECGartner performed more than 200 surveys and telephone interviews with vendor references and conducted over 750 inquiries with Gartner clients to evaluate the products. Eptica’s inclusion follows global expansion and double digit revenue growth in 2014. This marks the second consecutive year that Eptica has appeared in this Gartner Magic Quadrant which examines the market for global customer service and support applications… | | |
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|  | How technology can bridge the customer engagement gapThe recent Eptica Study: The Power of Linguistics in Customer Service, based on research with consumers and agents, demonstrated the growing gap between customers and companies and how this lack of understanding is undermining efforts to improve CX. In the research, agents pinpointed improved technology as a way of making their jobs easier, increase productivity and reduce consumer’s frustration at not being understood... | | |
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|  | Meeting rising email expectations in customer serviceRising customer expectations are outstripping what organizations feel they can deliver. For example, many organizations promise to respond to an email within 2 days (and may still fail this target) but 14.5% consumers expect an answer within 15 min. Simply outshining your peers is not enough. Irrespective of industry, you need to compete with every organization that a consumer might interact with in order to gain their loyalty... | | |
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|  | The importance of empathy in customer service interactionsEmpathy and responsiveness are key requirements for consumers. One of the biggest complaints consumers have when they raise an issue with a company is that customer service agents don’t show sufficient understanding or sympathy for their plight. Customer satisfaction rises when agents apologize and demonstrate that they realize that there is a problem that is causing inconvenience, even if the issue can’t be solved immediately… | | |
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|  | | |  | 5 ways of improving your customer service knowledge baseHow do you ensure your customer service knowledge base keeps delivering value? Fast access to the right information, in the right form, is an essential part of delivering excellent customer service. Whether it is through self-service systems on the web, or providing agents on the phone, email, social media or chat channels with consistent and accurate information, knowledge is the cornerstone of a successful customer experience... | | |
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|  | Time to make the customer experience mobile-firstThe time spent on mobile devices has grown nearly five times since 2011, showing the speed of the change. Nearly 75% of US mobile users now have smartphones, a figure that rises to 85% for the millennial generation. As with every channel, take the time to see how consumers are interacting with you on mobile devices and analyze how different groups use different devices and build a strategy around customer needs... | | |
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|  | Lack of understanding holds back engagement in UK & FranceThe recent Eptica study “The Power of Linguistics in Customer Service” surveyed both consumers and agents in order to identify the frustrations that are undermining customer experience on digital channels. It found that consumers are becoming increasingly frustrated at not being understood and switching suppliers, while contact center agents, faced with a tidal wave of email and tweets, empathize but can do nothing to help... | | |
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