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    1

    Improving customer engagement and satisfaction through better quality of service

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    2

    Reducing Customer Service costs by increasing efficiency

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    3

    Driving sales by maximizing every sales opportunity

Latest Resources

UK 2016 Eptica Multichannel Customer Experience Study

We evaluated 100 leading UK companies on their ability to provide answers to 10 routine questions via Email, Web Chat, Twitter and Facebook. We invite you to download the study for detailed infographics, sector breakdowns and a best practice guide...

  • Consumers vs Agents: Can the Gap be closed?

  • US Retail Multichannel Customer Experience Study

  • May 04, 2016

    Knowledge – the jewel in the customer service crown

    At a time when consumers want a fast, seamless experience, knowledge is at the heart of delivering excellent customer service. For example, Forrester found that 55% of US adults say they are likely to abandon their online purchase if they can’t find a quick answer to their question. The same...

  • April 29, 2016

    Insurers struggling to connect with customer service

    The internet and digital technology are transforming the UK insurance market. Greater competition and the rise of price comparison sites are impacting revenues and margins, while customer loyalty is a thing of the past. Consumers are demanding more from their insurers, and want a seamless, high quality experience, however they choose to make contact. In order to enable these meaningful...