Understanding 6 key trends in UK customer service

Published on: July 06, 2016
Author: Steve Nattress

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

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?

How switched on is utility customer service?

Published on: July 31, 2015
Author: Pauline Ashenden

In a sector where it can be difficult to differentiate between suppliers, delivering superior customer service is increasingly vital for utilities. And as a regulated industry, it is closely watched by government and consumer groups, facing large fines for poor customer service and misselling. Last year the UK government acted to simplify tariffs and make it easier for customers to switch...

The financial benefits of better customer experience

Published on: July 22, 2015
Author: Pauline Ashenden

In an ever more competitive business world, the customer experience that companies offer can be a key differentiator in winning and retaining consumer loyalty. But how can you quantify this in financial terms?

The need for innovation in APAC customer experience

Published on: July 08, 2015
Author: David Chew

Customer experience is becoming the vital differentiator for organizations around the world. The combination of more demanding consumers, greater competition and the need to provide service across many more channels has made delivering a superior customer experience central to business success.Companies operating in the Asia Pacific region also face a number of local challenges. The large variety ...

The 4 factors driving customer impatience in financial services

Published on: June 10, 2015
Author: Pauline Ashenden

Across the financial services industry, providing a tailored, high quality customer experience is becoming vital for success. Whether a retail bank, insurer or provider of investment products such as pensions, organizations have to make the customer journey clear, seamless and easy to understand if they want to win and retain clients.The old model of a customer signing up to a bank for life or aut...

Lack of understanding holds back engagement in UK and France

Published on: May 13, 2015
Author: Robin Tandon

In a previous post I looked at the biggest frustrations amongst UK consumers when they dealt with brands through digital channels such as email or social media. Research carried out by Epticahighlighted that a lack of understanding and a failure to acknowledge their feelings were not just holding back engagement, but actively causing consumers to switch supplier.The E...

5 ways of spring cleaning your customer service

Published on: April 01, 2015
Author: Anne-Merete Jensen

Now that the clocks have gone forward, the weather is improving and the Easter break is nearly upon us, many people are setting to work on de-cluttering their houses and sprucing up their gardens. For those of us working in customer service, it is a good time to apply the same spring clean mentality to our contact centers, blowing away the cobwebs and ensuring that everything is performing smoothl...

The need to bridge the customer engagement gap

Published on: March 27, 2015
Author: Robin Tandon

Whatever industry an organisation operates in, building mutual understanding between customer and company is at the heart of creating engaged, long-term relationships. However there is a growing gap between the two sides, according to new Eptica research.

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