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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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