Seven ways to justify investment in your contact centre

Published on: October 07, 2013
Author: Eptica

For those of us that work in customer service, the need to invest in the skills, technology and processes to deliver a superior customer experience can appear obvious. Happier customers means greater retention, more sales and therefore more profits. So why won’t the board sign off on that new system/increased training budget? It all comes down to the business case. What seems a no-brain...

Building a business case for knowledge management

Published on: September 26, 2013
Author: Eptica

In our first blog post in our series on knowledge management we talked about the different stages of collecting and sharing information across the contact centre.So, once you’ve identified where your organisation is now, how do you move forward and create a strategy to implement knowledge management? And what are the business benefits that you’ll receive?Starting with the benefits, the...

Making call centres multichannel

Published on: September 23, 2013
Author: Eptica

When customer service became formalised into a specific department the primary channels were the telephone and post. Hence staff were organised in a call centre, as a large part of their job was answering telephone calls, along with responding to letters from customers.A lot has changed since then, with a plethora of new channels now available for customers. The rise of email, the web, social medi...

The mobile customer experience – failing to deliver

Published on: September 20, 2013
Author: Epticablog

More and more of us are using mobile devices to interact with companies online. The combination of the ease of use of tablets and the fact that we always have our smartphones to hand, mean that for many it is fast becoming the default way of accessing the internet. Backing this up, consultancy IDATE predicts that by the middle of next year more people will get online through smartphones and tablet...

Getting started with knowledge management in customer service

Published on: September 11, 2013
Author: Epticablog

Knowledge is at the heart of delivering a successful, consistent and efficient customer experience whatever type of organisation you are in. Collecting and sharing information, incorporating feedback and keeping centralised knowledge updated is central to delivering superior customer service.However while most managers understand the importance of knowledge, many are simply not sure where to start...

Delivering customer service in a crisis

Published on: August 14, 2013
Author: Eptica

Many customer service teams need to provide fast answers in times of crisis – for example when products or services go wrong. However when it comes to utilities, crises can be much more serious – essentially a matter of life or death when flooding, storms or other natural disasters strike.The perfect example is Western Power in Australia. Headquartered in Perth and with over 1 million ...

Don’t neglect email in an omnichannel world

Published on: July 26, 2013
Author: Epticablog

As companies embrace fast-growing channels such as social media there’s a perception that these essentially replace older methods of communication. In some cases this is true, but it is important to realise that consumers don’t automatically move to new channels just because they are there. After all, if that was the case no-one would be calling your contact centre any more.What consum...

Improving the email customer experience

Published on: July 09, 2013
Author: Epticablog

Despite the explosion of new channels, email is still the first choice for many customers when they want to make contact. Showing the scale of the channel over 2.8 million emails are sent every second and it is predicted that there will be over 4 billion email accounts by the end of 2015.Consumers like the built-in audit trail that email provides, along with the fact that it is simple and straight...

Reducing training time in the contact centre

Published on: June 07, 2013
Author: Epticablog

Staff turnover has always been a problem in a lot of customer service teams. While the UK average employee turnover rate is approximately 15%, in contact centres it averages around 25%. That means one in four agents leaves every year - although for some contact centres turnover can be as much as 60%.One of the key impacts of staff turnover is increased training costs. On average, new agents receiv...

Press 1 for………………..

Published on: May 31, 2013
Author: Epticablog

Navigating phone menus when you call a contact centre is a source of much frustration for consumers. Done well, the concept of phone menus should help improve the customer experience. You’ll be directed to the best agent to deal with your enquiry and they will be able to use the information you’ve typed in to give a head start on solving your problem, without needing to transfer you ar...

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