Getting it right first time

Published on: August 24, 2012
Author: Epticablog

First Contact Resolution is a key metric for customer service teams. After all if you can satisfactorily deal with an incoming query or complaint quickly, without needing to follow up then it benefits everyone. The customer is happy as they have their answer and don’t need to escalate their query while the contact centre can close the file without needing to call back, delivering an efficien...

Chat converts into cash for charities

Published on: August 10, 2012
Author: Epticablog

Web chat has been around for a while. However, despite this it has yet to really achieve mass market uptake. This is due to a number of factors. As it uses real agents to answer queries cost is perceived as high, while there has been confusion between live chat and over hyped pre-programmed chatbots. Finally, companies have worried that customers will be annoyed by pop-up chat windows appearing wh...

Why cutting customer service is a false economy

Published on: July 06, 2012
Author: Epticablog

In an era where organisations are looking to reduce expenditures wherever they can, it is vital that they don’t make cuts that actually lead to increased costs – or cause valuable customers to take their business elsewhere.This is particularly true when it comes to customer service – after all it is easy to believe that cutting corners in the contact centre won’t affect how...

Eptica wins Asia Pacific customer service excellence award

Published on: June 14, 2012
Author: Epticablog

Eptica has won the Social Media Customer Service category at the prestigious Asia Pacific Customer Service Consortium (APCSC) Expo International Awards. This award was in recognition of Eptica’s innovative social media customer interaction suite and its successful implementation at low cost airline AirAsia.By deploying Eptica as a centralised customer Self-service system, AirAsia is now...

Calling up better mobile customer service

Published on: June 07, 2012
Author: Epticablog

In its short life, the mobile telecoms industry has changed dramatically. From the introduction of brick-like handsets aimed at business people in the 1980s to mass market adoption and the emergence of smartphones, developments have been non-stop. And with 4G networks around the corner, change isn’t going to end anytime soon.The high speed nature of the mobile phone industry could explain it...

Flying the flag for Jubilee customer service

Published on: May 30, 2012
Author: Epticablog

The Queen’s forthcoming Diamond Jubilee celebrations have the potential to deliver a much-needed shot in the arm for UK companies. As a one off event they can provide additional revenues, particularly for retailers, travel companies, the tourism sector and anyone involved in creating and selling royal memorabilia. There is even the possibility that the feel good factor of a double Bank Holid...

Squaring the circle - improving multi-channel service and reducing costs

Published on: April 20, 2012
Author: Epticablog

Whatever sector you are in successfully managing customer service across multiple channels is a key differentiator in today’s competitive business environment. Customers want the ability to contact you – and get answers to their questions – whether they are using the web, email, phone or social media. And they want these answers to be delivered quickly or they will simply go else...

A shock for utility customer service?

Published on: April 12, 2012
Author: Epticablog

In the past the UK utility industry has had a poor reputation for customer service. This has led to tough action from regulator Ofgem, for example fining npower £2 million and British Gas £2.5m for mishandling customer complaints in 2011.This week the government launched a new raft of planned measures that will tighten protection for consumers even further. These include direct compens...

Domestic & General’s customer service success recognised at prestigious awards

Published on: March 29, 2012
Author: Epticablog

Whatever industry you are in, customer service revolves around providing fast, accurate answers to customer queries. However ensuring that your agents have the up to date information needed to deliver these answers can be difficult, as it is scattered across multiple IT systems, stored in physical folders or even kept in agents’ heads.  The key to delivering excellent customer...

Top tips for video customer service

Published on: March 28, 2012
Author: Epticablog

From the BBC iPlayer to YouTube, video is one of the fastest growing ways for consumers to access content on the web. Faster broadband connection speeds and wifi on mobiles make video simple and quick to view wherever we may be.Part of the reason for the growth of video is the power it has to get a message across in a highly visual, simple to understand manner. This makes it perfect for customer s...