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Eptica Analytics enables you to leverage the data from your customer service operation, providing you with key business intelligence for fast and more effective decision making. Now you can track the performance of your customer service operation in real-time and understand the issues that create customer demand.

  • See your customer service data come to life through easy to read dashboards
  • Generate real-time management information to measure and monitor operational performance
  • Gain MIS for insight into the performance of your customer service operation and whether the call centre meets your quality requirements
  • Acquire insight into how your customer service operation is performing against key customer service metrics
  • Monitor call centre metrics such as number and type of inbound queries
  • Measure service responsiveness against your key performance targets
  • Monitor agent productivity and first contact resolution

  • Self-sufficient management reporting provides operational visibility without dependence on IT
  • Integrated reporting from multiple data sources
  • Fast generation of detailed information
  • Rapid implementation

Eptica Benefits

  • Reduce inbound emails by half
  • Reduce inbound calls by 30% and more
  • Reduce repeat emails by 25%
  • Reduce email handling time by 50%
  • Improve first contact resolution to more than 90%
  • Increase sales conversion


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Best Practice Guide: Web Customer Service Guide

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