UK brands find themselves responding to around 463.5 million contacts every month – and the number is rising. Here are 5 ways to reduce the number of incoming contacts, while keeping satisfaction levels high…
Brands understand that listening to their customers is central to success, but many struggle to deliver value from their Voice of the Customer programs. Here are 7 best practice tips to help you succeed in VoC…
Customer service and customer experience need to be constantly improving in order to meet rising customer expectations. Yet staff turnover in contact centers can mean knowledge and best practice can be missing – here are 5 ways that training can help…
Brands have been running Voice of the Customer programs for years, but customer experience has generally not improved. How can brands make sure that their VoC programs deliver ROI?
Today’s consumers demand more from the customer experience than in the past, including asking more detailed questions covering a wider range of issues than ever before. This means effectively managing your knowledge is vital – here are 4 ways you can successfully deliver the right answers to your customers across every channel.
Trust is vital to customer experience and loyalty in the retail sector – to find out how retailers are faring, the latest Eptica research looked at customer service performance and trust with fashion and food retailers…
In today’s ultra-competitive markets, delivering the experience that customers demand requires everyone in the organization to work together. However, this can be difficult for many brands as departmental silos hamper collaboration, meaning that information is not shared and issues remain unresolved. Here’s how to overcome these challenges…
Our survey of consumers in the UK revealed that the level of trust people have in different types of organization varies considerably by sector. As you know, if consumers don’t trust in your brand then you risk undermining customer loyalty and damaging sales revenue. So, which sectors do consumers trust most?
Artificial intelligence is one of the most-talked about topics in the world today - to help executives cut through the noise Eptica’s Managing Director and CTO, Pascal Gauvrit picks three books to read if you want to improve your understanding of the subject.
The last 25 years have seen the rise of contact centers, both within organizations and in the public mind. What is the state of the industry today at a time of rising customer expectations and the growth of artificial intelligence? Based on the latest Contact Babel research, here are 5 key priorities for CX and customer service today...