Improving customer engagement and satisfaction through better quality of service


    Reducing Customer Service costs by increase efficiency


    Driving sales by maximizing every sales opportunity

Latest Resources

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...

  • Consumers vs Agents: Can the Gap be closed?

  • UK 2015 Eptica Multichannel Customer Experience Study

  • February 05, 2016

    Meeting Millennial Customer Expectations

    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

    Making the change from call center to contact center

    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...