Eptica positioned in Gartner Magic Quadrant for the CRM Customer Engagement Center
NEW Eptica Multichannel Experience Study for Retail
Transforming Customer Engagement in a Multichannel World
Multichannel solution for Customer Interaction Management
US Retail Multichannel Customer Experience Study
We evaluated 500 leading US Retailers on their ability to provide answers to 10 routine questions via Email, Chat, Facebook Twitter. We invite you to download the study for detailed infographics, sector breakdowns and a best practice guides...
February 05, 2016
In 2015 the US Census Bureau reported that Millennials outnumbered Baby Boomers for the first time, meaning they now make up a quarter of the population. Here’s the breakdown: 1 million Millennials (born 1982-2000), 66 million Generation X (born 1965-1982), 4 million Baby Boomers (born 1946-1964). We’re currently at a tipping point, as more and more Millennials...
February 03, 2016
20 years ago customer service existed in a world dominated by voice, hence the widespread reliance on call centers to manage customer service interactions. Things have obviously moved on since then as email, and more recently digital channels such as social media and chat, have become a regular part of managing customer service delivery. Call centers have now evolved into...
December 02, 2015
Despite record UK sales of £1.1 billion on Black Friday, British consumers are much less satisfied with retail customer service compared to Christmas 2014. 21% of consumers complained that it was impossible...
December 02, 2015
US consumers are unsatisfied with the levels of customer service offered by retailers this Holiday season. Over a third (35%) are unhappy with the online experience, figures that rise to 40% in store. 18% of consumers complained that it was impossible..