Eptica

DECEMBER 14, 2016

Date: Wednesday, December 14, 2016 Delivering the benefits of customer service outsourcing. Published on: December 14, 2016. Author: Dharmesh Ghedia Whether it is to add capacity in specific areas, helping expansion into new markets or bringing down costs, outsourcing is a central part of customer service.

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Customer Service Contact Center Knowledge Base Guidelines 48

Eptica

SEPTEMBER 7, 2016

Date: Wednesday, September 7, 2016 The importance of understanding language in customer service. Published on: September 07, 2016. Unlike on real-time channels such as the phone, your agents can’t ask immediate clarifying questions to better understand the meaning of what customers want.

Self Service 48

Self Service Customer Service Knowledge Base Contact Center 48

Eptica

NOVEMBER 4, 2016

Date: Friday, November 4, 2016 3 ways to extend customer service across the enterprise. Published on: November 04, 2016. Author: Pauline Ashenden When customers deal with your organization, they don’t care which department they are communicating with – they simply want the best possible experience and service.

Self Service 48

Self Service Customer Service Social Media Knowledge Base 48

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.

Customer Service 48

Customer Service Knowledge Base Contact Center Consumers 48

Eptica

JULY 6, 2016

Date: Wednesday, July 6, 2016 Understanding 6 key trends in UK customer service. Published on: July 06, 2016. Author: Steve Nattress Customers are increasingly demanding about the levels of service that they receive from brands.

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Trends Customer Service Social Media Contact Center 49

Eptica

AUGUST 5, 2016

Date: Friday, August 12, 2016 Delivering the benefits of knowledge management in customer service. Published on: August 12, 2016. In this post I’m going to look at the end result – the benefits that leading organizations have achieved by centralizing knowledge and making it available to their agents.

Customer Service 48

Customer Service Management 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 19, 2016 Why email is more important than ever for customer service. Published on: August 19, 2016. Author: Neil Cox While it is widely considered a mature channel, email is becoming more, not less important when it comes to customer service.

Customer Service 49

Customer Service Knowledge Base Contact Center Average Handle Time 49

Eptica

DECEMBER 21, 2016

Date: Wednesday, December 21, 2016 Reducing customer service stress at Christmas. Published on: December 21, 2016. By linking this to a centralized knowledge base, agents can be provided with a template answer that they can personalize to deepen empathy with the consumer. Share this page on: Tweet.

Customer Service 48

Customer Service Multi-Channel Self Service Social Media 48

Eptica

JULY 29, 2016

Date: Friday, July 29, 2016 The importance of the Knowledge Manager to customer service success. Published on: July 29, 2016. Ensuring that knowledge powers your customer service isn’t just about technology – and certainly doesn’t stop when your knowledge base goes live.

Customer Service 48

Customer Service Management Knowledge Base Contact Center 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. Author: Anne-Merete Jensen National Customer Service Week (NCSW) will soon be celebrated on both sides of the Atlantic. The scale of the industry is impressive with 3.4

Customer Service 48

Customer Service Contact Center Knowledge Base Social Media 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. Consequently, they value fast, consistent and helpful customer service that answers their query or sorts out their problem, first time - however they choose to make contact.

Self Service 48

Self Service Customer Service Knowledge Base Contact Center 48

Eptica

MAY 11, 2016

Date: Wednesday, May 11, 2016 Moving off the customer service treadmill. Published on: May 11, 2016. Given that competition and consumer choice is increasing rapidly, this means every organization needs to take customer service seriously. So how can businesses deliver the service that customers want?

Self Service 48

Self Service Customer Service Multi-Channel Social Media 48

Eptica

FEBRUARY 18, 2016

Date: Friday, February 19, 2016 Transforming insurance customer service: Ageas Retail Intermediary. Published on: February 19, 2016. This is driving major change in the market, as forward-looking businesses invest in the digital customer experience. incoming interactions per hour. Share this page on: Tweet.

Insurance 48

Insurance Retail Customer Service Knowledge Base 48

Eptica

JULY 13, 2016

Date: Wednesday, July 13, 2016 Overcoming the challenges of digital customer service. Published on: July 13, 2016. Author: Angus Prentice The rise of digital channels is radically changing how businesses operate and interact with customers, increasing competition and driving transformation of their operations.

Customer Service 48

Customer Service Insurance Knowledge Base Self Service 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. Share this page on: Tweet.

Self Service 48

Self Service Customer Service Social Media Contact Center 48

Eptica

FEBRUARY 12, 2016

Date: Friday, February 12, 2016 Has UK customer service turned a corner? Published on: February 12, 2016. This means that delivering the right levels of customer satisfaction is a journey not a destination. Author: Derek Lewis In today’s fast changing world consumer expectations are continually rising.

Customer Service 48

Customer Service Knowledge Base Contact Center Banking 48

Eptica

JANUARY 29, 2016

Date: Friday, January 29, 2016 Customer service lessons from the hotel sector. Published on: January 29, 2016. Author: James Gladwish Since the days of coaching inns, providers of accommodation have had to focus on delivering the right customer experience to their guests. I think it comes down to four areas: 1.

Hotels 48

Hotels Customer Service Social Media Travel 48

Eptica

DECEMBER 23, 2015

Date: Wednesday, December 23, 2015 How customer service techniques can ensure a stress-free Christmas. Author: Pauline Ashenden With the holidays now nearly upon us, spare a thought for customer service teams who have to keep working right up to, and through, Christmas itself. Published on: December 23, 2015.

Customer Service 48

Customer Service Contact Center Knowledge Base Retail 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. Author: Neil Cox Consistency is an essential part of customer service and the overall experience. Unify information and answers Knowledge is at the heart of good customer service.

Self Service 50

Self Service Customer Service Knowledge Base Contact Center 50

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.

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. Author: Michael Cheung All brands should now understand the importance of social media to customer service. Over 1 million people view tweets about customer service every week.

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

MARCH 8, 2016

Date: Wednesday, March 9, 2016 The importance of integrating Twitter into customer service. Published on: March 09, 2016. times over the past two years , and that 80% of some company’s inbound social media customer service requests come through Twitter.

Customer Service 48

Customer Service Social Media Net Promoter Score Contact Center 48

Eptica

AUGUST 5, 2016

Date: Wednesday, August 10, 2016 Bringing light to digital customer service. Published on: August 10, 2016. Companies know they need to bridge this divide and have truly meaningful conversations with their customers. Linguistics-based technology benefits brands in three key ways: 1.

Customer Service 48

Customer Service Social Media Knowledge Base Contact Center 48

Eptica

JUNE 22, 2016

Date: Wednesday, June 22, 2016 Overcoming the knowledge challenges in customer experience. Published on: June 22, 2016. Author: Dharmesh Ghedia In today’s fast moving economy, businesses rely on knowledge in all formats to drive their operations.

Customer Experience 55

Customer Experience Knowledge Base Contact Center System 55

Eptica

NOVEMBER 28, 2016

Date: Monday, November 28, 2016 5 top trends driving customer service. Published on: November 28, 2016. Author: Guest author: Chris Measures When it comes to service, customers today demand the highest standards from every organization that they deal with, in every industry and across every channel.

Trends 48

Trends Customer Service Social Media B2C 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. Customer service and the experience you offer consumers is a critical part of this , so what should companies be doing NOW to ready themselves?

Retail 48

Retail Self 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

APRIL 8, 2016

Date: Friday, April 8, 2016 Technology with the human touch. Published on: April 08, 2016. In turn, this has revolutionized customer service , adding new channels and new expectations when individuals want to speak to brands. Technology can help. Share this page on: Tweet.

Technology 48

Technology Self Service Contact Center Knowledge Base 48

Comm100

FEBRUARY 20, 2018

It’s hard to remember a time when Chatbots weren’t a hot (albeit, polarizing) topic in the customer service and tech industries. From customized Chatbots on major brand websites to Siri and Alexa in our own homes, it seems like Chatbots have entered the discussion (and our lives) for good. Source: Alex Knight.

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Chatbots Self Service ROI Contact Center 125

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.

Self Service 48

Self Service Customer Experience Social Media Insurance 48

Eptica

JUNE 17, 2016

Date: Friday, June 17, 2016 Transforming the customer experience in 5 steps. Published on: June 17, 2016. When choosing new technology look at the impact it will have (backed up by metrics), frequency of use and applicability (the range of uses it will have). Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Chief Customer Officer 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

APRIL 26, 2016

Date: Wednesday, April 27, 2016 Comparing the customer experience in the UK and France. Published on: April 27, 2016. Driven by the rise of the internet and improved communications, individuals are increasingly happy to look beyond their own country when it comes to buying goods and services. Share this page on: Tweet.

Self Service 48

Self Service Customer Experience Social Media Knowledge Base 48

Eptica

OCTOBER 12, 2016

Date: Wednesday, October 12, 2016 Is it really time for your company to embrace chatbots? Published on: October 12, 2016. Author: Pauline Ashenden One of the most talked about current trends in customer experience is the rise of chatbots , with many companies investigating using them to interact with customers on messaging apps.

Chatbots 48

Chatbots Self Service Company Contact Center 48

Comm100

JUNE 13, 2018

Customers can experience many types of pain points, or common problems, while doing business with a company. Remedy existing customer pain points before the holiday rush by considering the following: Where do your customers currently experience friction in the buying experience? Put on Your Best Holiday Deals.

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Tips Self Service e-support Social Media 130