Extending retail customer service

Published on: April 03, 2013
Author: Epticablog

The retail landscape is now extremely complex. In an omnichannel world companies need to provide excellent, consistent customer service across a growing range of channels. However retailers don’t always have 100% control of every part of their operations. Logistics are outsourced to courier companies, contact centres can be run by third party providers and the infrastructure behind some new ...

Changing the skills mix in customer service

Published on: February 08, 2013
Author: Epticablog

When contact centres first opened they focused overwhelmingly on the telephone channel – indeed most were referred to as call centres for that very reason. As customer service has developed and become multichannel, email, web, chat and now social media have been added to the customer service mix, all normally handled by the same contact centre.However the growth of multichannel service does ...

Snow joke – customer service and the weather

Published on: January 23, 2013
Author: Epticablog

The current wintry conditions are leading to treacherous driving conditions, travel disruption and the closure of thousands of schools across the UK. It is also having a major impact on customer service. Contact centres are receiving an increased volume of calls, emails and tweets from consumers looking for information, complaining about delays and seeking help.The weather doesn’t just impac...

Christmas customer service – why it doesn’t stop when the shops shut

Published on: December 21, 2012
Author: Eptica

In the run up to Christmas shoppers naturally expect a high level of customer service from retailers. In store they want helpful staff, sufficient stock and no queues at the checkouts. Online they want a straightforward ordering process, a clear acknowledgement of their purchase and to be kept informed about delivery progress.As we’ve already found not all retailers are managing to provide t...

Eptica speaks at major African customer service event

Published on: December 06, 2012
Author: Epticablog

Today, customer service is a global industry. Consumers all across the world are demanding faster responses to their questions – and increasingly the power of the internet and technology means that the answers can come from contact centre agents located in different countries.Africa is a growing location for contact centres due to its skilled workforce with multiple languages and strong ties...

7 ways to annoy your customers

Published on: November 28, 2012
Author: Epticablog

Today, the customer really is king. The combination of ever increasing competition and greater customer expectation mean you need to deliver higher and higher levels of service, whatever sector you operate in.And, to be fair, most organisations understand the importance of customer service but many are failing to deliver what consumers actually want. This could be down to a lack of budget, not lis...

Getting buy-in from your customer service team

Published on: November 23, 2012
Author: Epticablog

Excellent customer service combines great people and strong processes, underpinned with the right technology. Experience shows that it is vital that these three elements are balanced – after all the best people can’t do their jobs if their IT doesn’t provide them with accurate and up to date information that meets their needs.Unfortunately we’ve all heard stories of well-in...

The need for customer service speed

Published on: October 05, 2012
Author: Epticablog

When it comes to customer service, consumer expectations only move in one direction – upwards. The combination of excellent service from market leading companies and increasingly high standards are continually raising the bar. This means companies need to be continually investing in improving their service to delight customers and match their peers.The perfect example of these increased expe...

Bringing customer service strategy to life

Published on: October 03, 2012
Author: Epticablog

We’re currently part way through National Customer Service Week (1-7 October), which acts as a focus for the importance of customer service to UK businesses. Led by the Institute of Customer Service, each day during the week has a separate theme  - from Bringing your Strategy to Life to Improving Processes and The Future.The sheer breadth of subjects covered and the enormous number of o...

The growth of web self-service

Published on: September 14, 2012
Author: Epticablog

Organisations today operate in a multi-channel world. Consumers want the freedom to be able to contact them through a whole variety of channels – the web, email, phone, social media, chat and letter. And they want to be able to use different channels for different interactions – so they might ask a general question on a company website and call or email with a specific enquiry about th...