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Measuring the Voice of the Customer
Understanding what customers want, what they like and incorporating their ideas into future products and services is central to improving customer engagement. This in turn builds loyalty and customer...
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Deliver on your customer promises, or else…
Customer confidence in companies can be fragile; one mistake and consumers are ready to move their business elsewhere (and complain about it on social media). Often problems occur because companies...
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Moving on from desktop email
With 144.8 billion emails sent every day, it continues to be a vital channel for customer service. Indeed, the rise of mobile devices, which allow consumers to quickly email wherever they are, means...
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Maintaining customer service levels at the busiest times of the year
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...
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What does 2015 hold for customer experience?
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. At the very least it...
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Looking back – key trends from the Eptica blog in 2014
2014 was an extremely busy year in the customer experience market. The combination of more demanding consumers, new contact channels and increased regulation drove innovation and increased investment...
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Extending customer service across the enterprise
Organisations today understand that customer service is everyone’s job and cannot be solely left to agents in the contact centre. However, in a multichannel world consumer expectations are high – they...
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Advancing linguistics for an improved customer experience
As we’ve discussed in previous Eptica blog posts, companies need to be constantly innovating to meet the changing needs of consumers. Advanced technology, such as systems built on linguistics, which...
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Why improving email performance is vital for customer service success
Delivering superior customer service is an increasing challenge for all. Companies need to cover more and more channels while meeting continually growing demands from consumers, often with no...
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5 ways knowledge management can transform your customer service
If you ask consumers to list their main issues with poor customer service then receiving inaccurate, incomplete or plain wrong answers are normally at or near the top. Whatever channel they contact you...
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