Creating the customer service agents of the future

Published on: October 24, 2018
Author: Anne-Claire Bellec - Marketing Director

Customer service is changing dramatically, with the rise of artificial intelligence (AI) and automation leading more and more consumers to interact with brands through technologies such as self service. How will this impact the role of the customer service agent in the future?

Why automation is at the heart of improving multichannel customer service

Published on: October 10, 2018
Author: Olivier Njamfa - CEO & Co-Founder

Rising customer expectations mean the experience that brands provide is crucial to the bottom line. At a time when the volume of interactions is increasing, Eptica research explains how automation can help improve CX and productivity.

Making it easier for your agents to deliver superior CX

Published on: August 01, 2018
Author: Joanna Allouche - Consultant

When it comes to the contact center, there is a clear link between happy agents and overall performance. How can you use your CX technology to make it easier for agents to operate effectively and happily?

Boosting fundraising through a joined-up experience - how Charities Aid Foundation is benefiting from AI

Published on: May 23, 2018
Author: Pauline Ashenden - Marketing Manager

Charities Aid Foundation (CAF) helps transform lives and communities by working with charities of all sizes. It is adopting Eptica’s artificial intelligence (AI)-powered digital customer experience platform for all its incoming emails in order to improve the end-to-end customer experience it provides to more than 73,000 charities.

What were the key CX trends in 2017?

Published on: December 20, 2017
Author: Pauline Ashenden - Marketing Manager

As we come to the end of a busy 2017 it is a good time to review the year, and in particular to look at the most important developments in customer experience over the last 12 months. What were the hot topics and what were the major changes in the market? Based on the topics covered in the Eptica blog that received the most interest, we’ve put together a top 7 posts from across 2017.

Balancing the human and the digital in customer experience

Published on: October 11, 2017
Author: Pauline Ashenden - Marketing Manager

Noted expert on customer experience, Régine Vanheems explains the challenges that brands face when it comes to digital CX, and how technology can help overcome them.

The changing face of UK customer experience

Published on: September 06, 2017
Author: Pauline Ashenden - Marketing Manager

Neil Titcomb, Regional Sales Director Northern Europe at Eptica explains how the UK customer experience market is changing and how Eptica is working with organisations to help them transform their digital customer service.

Understanding 6 key trends in UK customer service

Published on: July 06, 2016
Author: Steve Nattress - Product Manager

Customers are increasingly demanding about the levels of service that they receive from brands. Given this pressure, along with the need to operate as efficiently as possible, how are contact centers evolving to meet changing needs? Providing a view into the industry, the UK Contact Centre Decision-Makers’ Guide from analysts Contact Babel provides a rich and detailed picture of...

What is holding back chat in customer service?

Published on: June 01, 2016
Author: Neil Cox - Account Manager

Amongst consumers, chat is fast becoming a mainstream channel for customer service. Thanks to the rise of messaging applications, people have grown used to having text based, real-time conversations, meaning they feel increasingly familiar with chat in a customer service scenario.Research indicates that millennials in particular are very comfortable using chat for customer service from...

Moving from Customer Experience Laggard to Leader

Published on: August 05, 2015
Author: Dharmesh Ghedia

Being able to deliver a superior customer experience can potentially transform your company’s business. It can help to differentiate you from competitors, increase customer loyalty and ultimately help to drive sales and boost revenues. So how do you go from being a customer service laggard to achieving a leadership position – and then ensuring you remain there?

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