Building a strong customer-focused service culture

Published on: February 22, 2017
Author: Anne-Merete Jensen

Customer service and customer experience now involves the entire organization, and to be successful companies have to build a strong culture that embraces the right systems, processes and technology to empower staff and ensuring they have meaningful, empathetic conversations with customers. But how do you achieve this?

Why the future of digital CX requires the death of the ticket

Published on: February 15, 2017
Author: Steve Nattress

When companies began using digital channels for customer service, they needed a way of keeping track of every incoming query so that they could ensure that they were handled effectively and responses dispatched in a timely manner. To achieve this they adopted a service/help desk concept - but this is no longer enough for consumers...

Moving to the 3Cs model for CX: Conversational, collaborative & cognitive platforms

Published on: February 08, 2017
Author: Olivier Njamfa

Companies and their CEOs understand that the world is changing rapidly when it comes to winning, satisfying and retaining customers. Consumers are now more demanding than ever before, across a greater number of channels, and they increasingly focus on the experience they receive when deciding which companies to buy from.

Why technology needs to support the human element of CX

Published on: February 01, 2017
Author: Guest author: Régine Vanheems

Customer behavior has changed more in the last twenty years than in the previous twenty centuries! When the internet arrived, many thought that digitalization would remove the need for physical contact. However, in reality, this hasn’t been the case - consumers evolved, adopting technology to become autonomous, but didn’t abandon the real world...

The 5 trends brands need to address for improved customer service

Published on: January 25, 2017
Author: Pauline Ashenden

The latest Institute of Customer Service (ICS) UK Customer Satisfaction Index (UKCSI) has a positive message for everyone involved in customer service. Overall, consumer satisfaction has risen to 77.8, up 0.8 compared to January 2016, marking the fourth straight improvement in results. Satisfaction is at its highest since July 2013...

Capturing emotion for a better APAC customer experience

Published on: January 19, 2017
Author: Vincent Giraud

The original aim of customer service was relatively transactional – a consumer made a query, an answer was provided by the company, the customer was satisfied and the interaction was completed. However, in today’s competitive markets this is no longer enough to win and retain customer loyalty....

What were the top customer service trends of 2016?

Published on: January 12, 2017
Author: Pauline Ashenden

As we move into 2017, now is a good time to review last year and use the insight to plan for the future. What were the big trends and how will they evolve moving forward? To help we’ve analyzed all 100+ posts published on the Eptica blog in 2016, and picked a top ten, based on a combination of readership and industry feedback.

Consistency must be the customer service buzzword in insurance

Published on: January 05, 2017
Author: Chris Eideh

Providing consistent accurate information when responding to queries is one of the key elements of good customer service. This is particularly important within regulated sectors such as insurance where - to avoid risk and ensure compliance - you need to be able to demonstrate that you provided customers with the same, approved information however they made contact.

The cost of ecommerce delivery problems to the customer experience

Published on: December 23, 2016
Author: Pauline Ashenden

This Christmas over £24 billion will be spent online on presents and gifts. And while some of these packages will be picked up instore through Click and Collect services, the vast majority will be delivered by the post and couriers. This last leg of the ecommerce customer experience has always been hard for retailers to control.

Reducing customer service stress at Christmas

Published on: December 21, 2016
Author: Anne-Merete Jensen

Christmas is a stressful time. It is stressful for consumers buying last minute presents or chasing up a missing delivery, but it is also stressful for the staff in stores and contact centers with the many customer enquiries that follow the season. The number of queries companies receive is enormous, and every single one matters to the consumer that sent it

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