The need for innovation in APAC customer experience

Published on: July 08, 2015
Author: Vincent Giraud - Business Development Manager

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 - Marketing Manager

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 - Senior Product Marketing Director

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 - Senior Business Consultant

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 - Senior Product Marketing Director

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.

3 ways of successfully making customer service everyone’s job

Published on: March 25, 2015
Author: Eptica

In today’s ultra-competitive markets, successful businesses understand that customer service is everyone’s job. Whether you are the CEO, staff the contact center, are a delivery driver or work in a store, you contribute to how consumers view your company. Brand reputation can be destroyed by factors as diverse as a security breach, poor public relations or even an ill-judged tweet by a...

What does 2015 hold for customer experience?

Published on: January 07, 2015
Author: Pauline Ashenden - Marketing Manager

The New Year always bring a plethora of predictions as companies and analysts look at what is likely to happen in the next twelve months across the customer experience market.

The impact of the Millennial Generation on customer service

Published on: December 17, 2014
Author: Lloyd Buxton - Business Development

The rise of Millennial Generation - also known as Generation Y – is having a far reaching effect on how companies deliver customer service. If your company has not already started adapting to the requirements of this group, you might be in danger of being left behind. Born between the '80s to the 2000s the Millennials are characterized by a collection of core values and beliefs that...

Maintaining customer service levels at the busiest times of the year

Published on: November 28, 2014
Author: Pauline Ashenden - Marketing Manager

One of the most frustrating experiences for consumers is calling a company with a query and being met with a recorded message saying 'we are experiencing high call volumes at present, please hang up and try later'. Frustration can boil over into anger if they receive the same message on numerous occasions, particularly if it includes the advice to check the company website for information ...

Keeping agent morale high at peak times

Published on: November 07, 2014
Author: Anne-Merete Jensen - Senior Business Consultant

As we move into the busiest part of the year for many contact centres, keeping staff morale high is even more crucial for delivering fast, efficient service. At the same time, contact centres are taking on extra staff to cope with demand, all of whom need to be motivated and trained to be ambassadors for your brand.Together, these factors add to the pressure on contact centre operations. How can y...

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