Knowledge

Why Knowledge is power

Published on: June 05, 2019
Author: Steve Nattress

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.

Why collaboration is key to customer service success

Published on: April 17, 2019
Author: Steve Nattress

In today’s competitive world, keeping customers happy is part of everyone’s job in the organization. But in traditional businesses breaking down silos and encouraging collaboration can be difficult. Here are 4 ways to achieve this.

Analyzing CX sentiment in 2019

Published on: April 12, 2019
Author: Pauline Ashenden - Marketing Manager

It’s been a busy few weeks in customer experience, with the Institute of Customer Service’s Annual Conference and the Call and Contact Centre Expo both happening in the UK. What do the events teach us about the state of UK CX?

The 4 barriers to meaningful consumer conversations

Published on: January 30, 2019
Author: Anne-Claire Bellec - Marketing Director

The reasons that consumers remain loyal to brands goes beyond factors such as product range and price. Essentially, consumers want to have meaningful conversations with brands, in the same way that they would have with their family and friends. How can companies achieve this and drive loyalty?

Reviewing 2018 – our top 10 blog posts from the year

Published on: January 09, 2019
Author: Anne-Claire Bellec - Marketing Director

As we come back to work after the holiday season and settle into 2019, it’s a good time to review last year and what we’ve learned. At the Eptica blog we’ve looked at all of our posts from 2018 and come up with a top 10 of the most popular and topical, based on the number of views, comments and general feedback. We hope you enjoy reading/re-reading them!

Delivering public sector customer experience at a time of change

Published on: October 30, 2018
Author: Pauline Ashenden - Marketing Manager

Driven by budget pressures and rising expectations from citizens public sector organizations are currently undergoing a major change. They need to deliver more with less, but at the same time meet the needs of a more digitally-savvy audience. Achieving this relies on applying four key principles....

Creating the customer service agents of the future

Published on: October 23, 2018
Author: Anne-Claire Bellec - Marketing Director

Customer service is changing dramatically, with the rise of artificial intelligence (AI) and automation leading more and more consumers to interact with brands through technologies such as self service. How will this impact the role of the customer service agent in the future?

5 ways of delivering CX reporting best practice

Published on: October 15, 2018
Author: Anne Beghin - Project Manager

Given the importance of customer experience to the bottom line, it is vital that brands understand how they are performing on a day to day basis. Not only does this enable them to measure their efficiency, but more importantly it provides insight that can be used to constantly improve how they operate, enabling them to meet continually rising customer expectations.

Why chat is key to successful customer experience for every brand

Published on: October 02, 2018
Author: Steve Nattress

Online chat has been around for many years, but it’s now becoming a crucial part of every brand’s online customer experience. Customers increasingly expect it and are happy using it – how can brands ensure they are delivering on its potential?

4 ways of delivering blended multichannel customer experience

Published on: September 18, 2018
Author: Joanna Allouche - Consultant

We live in a multichannel world. Consumers want to be able to contact brands through their channel of choice, whether it is email, social media, chat or over the phone. How can brands therefore ensure they are truly multichannel? We outline 4 ways to overcome the challenges…

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