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    Improving customer engagement and satisfaction through better quality of service

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    Reducing Customer Service costs by increase efficiency

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    Driving sales by maximizing every sales opportunity

Latest Resources

Consumers vs Agents: Can the Gap be closed?

The Eptica Power of Linguistics in Customer Service Study, which surveyed both consumers and contact centre agents, highlights a growing understanding gap between the two sides when it came to customer experience.

  • APAC Health Insurance Multichannel Customer Experience Study 2015

  • 2015 Eptica Multichannel Customer Experience Study

  • August 28, 2015

    What is a customer hub? And why do you need one?

    When customer service first rose to prominence within organisations it was straightforward to define. It was a physical department, normally including a call centre, that dealt with all incoming customer communications (mainly via telephone and letter), and provided help and support. As...

  • August 26, 2015

    Dealing with the rising number of customer complaints

    Over the last ten years, customers have become increasingly more demanding in terms of the service that they expect from companies. At the same time, and as part of the same trend, governments have acted to make it easier and more straightforward to complain, particularly in industries such as telecoms, utilities and finance. They have set up new regulators and ombudsmen...

  • August 07, 2015

    Eptica continues expansion in H1 2015

    Eptica announces continued operational growth on SaaS solution across the first six months of 2015. Revenues and profitability were driven by increased customer numbers, particularly from companies adopting its Cloud based solution.

  • August 05, 2015

    APAC health insurers need to increase investment in multichannel customer experience

    Leading companies leave over half of consumer queries unanswered on digital channels. Despite the rising importance of multichannel customer experience, health insurers in the Asia Pacific region are still neglecting online channels, and are driving...