Knowledge

Making it easier for your agents to deliver superior CX

Published on: July 31, 2018
Author: Joanna Allouche - Consultant

When it comes to the contact center, there is a clear link between happy agents and overall performance. How can you use your CX technology to make it easier for agents to operate effectively and happily?

Striking the balance between humans and AI in CX

Published on: July 17, 2018
Author: Neil Cox - Account Manager

By 2021, 15% of all customer service interactions will be completely handled by AI, according to Gartner. At the same time though, it’s important not to forget the human element in customer experience. How do you balance the two?

How to choose the right customer experience platform for your organization

Published on: July 10, 2018
Author: Pauline Ashenden - Demand Generation Manager

Given the importance of customer experience and customer service, organizations understand that they need to use technology wisely to help them deliver consistent, high quality and efficient service that meets consumer needs, whichever channel they use to make contact. But with a wide range of solutions on the market, what should you look out for in a CX platform?

How to reduce Average Handling Time and improve quality

Published on: July 03, 2018
Author: Anne-Merete Jensen - Senior Business Consultant

Constant improvement is key to meeting customer service needs and differentiating your business from rivals. In the first of a new series of posts on optimizing CX with Eptica, we’re going to share training and advice to help maximize efficiency and customer satisfaction.

What does CX actually mean?

Published on: June 27, 2018
Author: Olivier Njamfa - CEO & Co-Founder

Everyone talks about the importance of the customer experience – from CEOs downwards. But what does it actually mean, and how does it impact your business? Based on Gartner’s definition, here are 5 key points to understand...

How AI-based self-service can transform the customer experience

Published on: June 19, 2018
Author: Pascal Gauvrit - CTO

The internet is now the primary channel for most consumers when it comes to shopping, connecting with friends and families and communicating with brands. How can brands therefore deliver the online experience that consumers expect and demand?

How can brands match customer expectations around knowledge?

Published on: June 05, 2018
Author: Steve Nattress

Consumers demand fast, accurate answers to their questions, whatever the channel, meaning that knowledge management is one of the key components of the customer experience. But how good are organizations at meeting the ever-increasing demands that consumers have, around speed and transparency? To find out, the Eptica Knowledge Study surveyed consumers in the UK and France…..

When times are tough, retailers must prioritize customer experience

Published on: May 08, 2018
Author: Pauline Ashenden - Marketing Manager

The UK retail sector is undergoing unprecedented change, with many long-established high street brands closing or having to cut back their number of stores. With all the pressures they are facing, how can retailers ensure that they are delivering the right experience to their customers?

Why your approach to knowledge is key to the customer experience

Published on: March 20, 2018
Author: Pauline Ashenden - Marketing Manager

Providing access to knowledge is at the heart of creating an excellent customer experience. Failing to deliver timely, accurate answers to consumer questions disrupts the customer journey, while making it difficult to access relevant information, such as on your website, drives potential buyers away. Given the importance of knowledge, are UK brands delivering?

The 6 key challenges to successful self-service – and how to overcome them

Published on: February 06, 2018
Author: Sylvain Maugard - Product Manager

Today’s connected consumers have high expectations of the brands they deal with. They want fast access to information, through their channel of choice. No wonder that both consumers and companies are turning to online self-service systems. But many are failing to deliver – here are 6 reasons why.

Pages