Eptica

JUNE 1, 2016

Date: Wednesday, June 1, 2016 What is holding back chat in customer service? Published on: June 01, 2016. Author: Neil Cox Amongst consumers, chat is fast becoming a mainstream channel for customer service. In the 2016 study it again grew exponentially, to 44% of brands surveyed.

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Customer Service Knowledge Base Contact Center Consumers 48

Eptica

SEPTEMBER 12, 2016

Date: Wednesday, September 14, 2016 Getting ready for Christmas – 5 areas for retailers to focus on. Published on: September 14, 2016. Author: Anne-Merete Jensen It may seem like a long time in the future for consumers, but as every retailer knows Christmas is coming – fast.

Retail 48

Retail Self Service Knowledge Base Contact Center 48

Eptica

MAY 4, 2016

Date: Wednesday, May 4, 2016 Knowledge – the jewel in the customer service crown. Published on: May 04, 2016. Author: Pauline Ashenden At a time when consumers want a fast, seamless experience, knowledge is at the heart of delivering excellent customer service.

Customer Service 48

Customer Service Knowledge Base Self Service Social Media 48

Eptica

AUGUST 5, 2016

Date: Friday, August 12, 2016 Delivering the benefits of knowledge management in customer service. Published on: August 12, 2016. Customer service is handled by 1,400 agents in three contact centers. This ensures that legal and regulatory obligations are met, as well as driving consistency. The result?

Customer Service 48

Customer Service Management Knowledge Base Contact Center 48

Eptica

AUGUST 5, 2016

Date: Friday, August 19, 2016 Why email is more important than ever for customer service. Published on: August 19, 2016. Consumers value its ease of use and full audit trail, while the rise of mobile makes it even faster and simpler to contact companies using email.

Customer Service 49

Customer Service Knowledge Base Contact Center Average Handle Time 49

Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Given this pressure, along with the need to operate as efficiently as possible, how are contact centers evolving to meet changing needs?

Trends 49

Trends Customer Service Social Media Contact Center 49

Eptica

NOVEMBER 4, 2016

Date: Friday, November 4, 2016 3 ways to extend customer service across the enterprise. Published on: November 04, 2016. Based on this idea, here are three areas to focus on if you want to provide a seamless service: 1. However, in many cases the silos within an organization conspire against this. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

Eptica

DECEMBER 14, 2016

Date: Wednesday, December 14, 2016 Delivering the benefits of customer service outsourcing. Published on: December 14, 2016. According to the Everest Group, nearly a quarter of contact center activities across the globe are outsourced, meaning the market is worth $75-78 billion every year.

Customer Service 48

Customer Service Contact Center Knowledge Base Guidelines 48

Eptica

SEPTEMBER 22, 2016

Date: Friday, September 23, 2016 Getting it right first time – the impact on customer service. Published on: September 23, 2016. Author: Pauline Ashenden Today’s consumers are time poor and impatient when they have an issue that needs solving. Here are four of them.

Self Service 48

Self Service Customer Service Knowledge Base Contact Center 48

Eptica

JUNE 15, 2016

Date: Wednesday, June 15, 2016 The 7 components of superior self-service systems. Published on: June 15, 2016. This has a major impact on the customer experience – consumers increasingly choose companies that value their time and minimize the effort they need to put in when making a purchase or finding out information.

Self Service 48

Self Service System Knowledge Base Multi-Channel 48

Eptica

SEPTEMBER 30, 2016

Date: Friday, September 30, 2016 4 ways of raising the profile of customer service in your organization. Published on: September 30, 2016. million Americans working in contact centers and over 70% of the UK working population occupying roles that involve dealing directly with customers.

Customer Service 48

Customer Service Contact Center Knowledge Base Social Media 48

Eptica

DECEMBER 21, 2016

Date: Wednesday, December 21, 2016 Reducing customer service stress at Christmas. Published on: December 21, 2016. It is stressful for consumers buying last minute presents or chasing up a missing delivery, but it is also stressful for the staff in stores and contact centers with the many customer enquiries that follow the season.

Customer Service 48

Customer Service Multi-Channel Self Service Social Media 48

Eptica

OCTOBER 21, 2016

Date: Friday, October 21, 2016 3 ways for businesses to improve telephone customer service. Published on: October 21, 2016. Author: Derek Lewis In a multichannel world, the telephone is no longer the default choice of consumers when they want to make contact with an organization. Chat is a good example.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

Eptica

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. Deflecting incoming queries There are times when consumers don’t want to interact deeply with an organization – they just want an answer to a simple question, and they want it now. Technology can help.

Technology 48

Technology Self Service Contact Center Knowledge Base 48

Eptica

MAY 11, 2016

Date: Wednesday, May 11, 2016 Moving off the customer service treadmill. Published on: May 11, 2016. According to analyst Esteban Kolsky of thinkJar : 66% of consumers cited bad service as why they stopped being a customer Only 1 out of 26 unhappy customers complain. So how can businesses deliver the service that customers want?

Self Service 48

Self Service Customer Service Multi-Channel Social Media 48

Eptica

DECEMBER 23, 2015

For retailers, the gap between fulfilling last minute orders and the start of the sales is now measured in hours, while consumer electronics manufacturers have to be ready to deal with any queries from customers trying to get their new gadgets up and running. Get your timings right Linked to planning, make sure you get your timings right.

Customer Service 48

Customer Service Contact Center Knowledge Base Retail 48

Eptica

JANUARY 6, 2016

Date: Wednesday, January 6, 2016 What were the key customer experience topics in 2015? Published on: January 06, 2016. Author: Olivier Njamfa As we enter 2016, I’m already seeing plenty of predictions about what the year will bring for the customer experience and customer service markets. Read the full post here.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

NOVEMBER 22, 2017

It is likely that consumers will be more careful in their spending, with rising prices and inflation leading to overall retail sales falling year on year between September 2016 and 2017. more than in 2016 – with sales increasingly concentrated through online or bigger retailers.

Retail 73

Retail Customer Experience Self Service Ecommerce 73

Eptica

FEBRUARY 12, 2016

Date: Friday, February 12, 2016 Has UK customer service turned a corner? Published on: February 12, 2016. Author: Derek Lewis In today’s fast changing world consumer expectations are continually rising. Companies have to keep investing in improving the service and experience they offer if consumers are to remain satisfied.

Customer Service 48

Customer Service Knowledge Base Contact Center Banking 48

Eptica

FEBRUARY 18, 2016

Date: Friday, February 19, 2016 Transforming insurance customer service: Ageas Retail Intermediary. Published on: February 19, 2016. Author: Derek Lewis For the majority of consumers digital channels, such as the web and email, are now the default method of researching and buying insurance. incoming interactions per hour.

Insurance 48

Insurance Retail Customer Service Knowledge Base 48

Eptica

FEBRUARY 9, 2016

Date: Tuesday, February 9, 2016 Using email customer service to build emotional engagement. Published on: February 09, 2016. Author: Steve Nattress Email has been a mainstay of customer service since its inception , providing a digital alternative to the telephone for consumers. Companies receive thousands of emails every day.

Self Service 48

Self Service Engagement Customer Service Social Media 48

Eptica

JANUARY 27, 2016

Date: Wednesday, January 27, 2016 Social customer service – why it is a continuous journey. Published on: January 27, 2016. For example, over two thirds (67%) of consumers say they’ve used social media for customer service , rather than phoning or visiting a company website, according to research from J.D.

Social Media 48

Social Media Customer Service Contact Center Retail 48

Eptica

AUGUST 3, 2016

Date: Wednesday, August 3, 2016 Coping with the switch from phone to digital customer service. Published on: August 03, 2016. New research by contact center analysts, Contact Babel , in the US and the UK highlights how consumer usage of channels is changing and the pressure it is putting on organizations.

Self Service 48

Self Service Customer Service Contact Center Multi-Channel 48

Eptica

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. This increases the focus on delivering an excellent customer experience to consumers, wherever they are located, if companies are going to have meaningful, engaged conversations with their audiences.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

Eptica

FEBRUARY 17, 2016

Date: Wednesday, February 17, 2016 5 ways to successfully deal with angry customers. Published on: February 17, 2016. Author: Pauline Ashenden Given the complexity of business today and the rising expectations of consumers, most organizations will be on the receiving end of customer complaints. Share this page on: Tweet.

Contact Center 48

Contact Center Knowledge Base Customers Consumers 48

Eptica

JUNE 29, 2016

Date: Wednesday, June 29, 2016 Is a lack of consistency letting your customer service down? Published on: June 29, 2016. There might be silo based working with separate departments managing individual channels and relying on separate information sources to answer customers’ questions. What can be done?

Self Service 50

Self Service Customer Service Knowledge Base Contact Center 50

Eptica

MARCH 8, 2016

Date: Wednesday, March 9, 2016 The importance of integrating Twitter into customer service. Published on: March 09, 2016. Firstly, businesses can now include deep links in tweets that automatically displays a call to action button, allowing the consumer to send a direct message, without needing to follow the business in question.

Customer Service 48

Customer Service Social Media Net Promoter Score Contact Center 48

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. One of the key points raised is that while senior managers now understand the importance of customer experience , many are unsure where to start when it comes to improving what they offer to consumers.

Self Service 48

Self Service Customer Experience Chief Customer Officer Knowledge Base 48

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Published on: January 29, 2016. The same principle should be applied within the contact center – break down barriers between departmental silos and focus on how you can integrate across the customer journey. Share this page on: Tweet.

Hotels 48

Hotels Customer Service Social Media Travel 48

Comm100

FEBRUARY 20, 2018

New findings in the Aspect Consumer Experience Index show that 61% of consumers feel that having Chatbots in customer service is the way of the future. Chatbots are like evolved self-service portals or advanced knowledge bases. Nearly 50% of consumers already engage in automated conversations with Chatbots.

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Chatbots Self Service ROI Contact Center 125

Comm100

JUNE 13, 2018

While the Friday after Thanksgiving has been known as the unofficial start of the shopping season, 4 in 10 consumers begin holiday shopping before Halloween, and as much as 12.2 Wallet, and even Bitcoin have been attractive to consumers – particularly Millennials, the generation with the fastest growing spending power.

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Tips Self Service e-support Social Media 130

Eptica

AUGUST 5, 2016

Date: Wednesday, August 10, 2016 Bringing light to digital customer service. Published on: August 10, 2016. For most digital conversations between consumers and brands it is actually the norm. Author: Steve Nattress Imagine having a conversation in a pitch black room. You might as well be talking to a robot. Sound far-fetched?

Customer Service 48

Customer Service Social Media Knowledge Base Contact Center 48

Eptica

NOVEMBER 28, 2016

Date: Monday, November 28, 2016 5 top trends driving customer service. Published on: November 28, 2016. 60% of consumers said they had higher expectations today, compared to a year ago , and this trend is accelerating, not slowing down. Consequently, successfully managing and sharing knowledge is crucial.

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Trends Customer Service Social Media B2C 48