Dealing with a customer service crisis in a 24 hour world

Published on: July 24, 2013
Author: Epticablog

Modern consumer electronics are incredibly complex – essentially specialised computers that rely on the latest software to function. They need to interact with an increasing number of other devices around them to provide consumers with the experience they are looking for. And to compete with other vendors, manufacturers have to continually develop their functionality, which often means updat...

5 ways to collect customer feedback

Published on: July 23, 2013
Author: Epticablog

Companies now have access to huge amounts of data on their customers. Particularly online, they can see the entire customer journey, purchase history and the channels used across every transaction. The vast majority of companies  also collect customer feedback, which should provide the perfect opportunity to fine tune products and service in order to help the customer experience.But at the mo...

Has UK customer service stopped improving?

Published on: July 17, 2013
Author: Epticablog

New research from the Institute of Customer Service (ICS) shows that customer satisfaction with brands in the UK has slowed over the last year. The overall score in the July 2013 UK Customer Satisfaction Index (UKCSI) was 77.9 out of 100, down from 78 a year ago. This is the first time since the Index began in 2008 that levels have fallen, albeit by a small amount.The UKCSI is calculated from an o...

Why linguistics are key to tomorrow’s successful customer service teams

Published on: September 03, 2013
Author: Epticablog

Guest post by Dominic Tavassoli, VP Product Management, Eptica Customer service teams should look to leverage cutting edge linguistic technology to address challenges of scalability and efficiency, as well as customer satisfaction.Great hospital emergency rooms excel at what is known as triage, being able to rapidly determine the priority of the treatment of patients, based on the severity of thei...

What does 2015 hold for customer experience?

Published on: January 07, 2015
Author: Pauline Ashenden - Marketing Manager

The New Year always bring a plethora of predictions as companies and analysts look at what is likely to happen in the next twelve months across the customer experience market.

UK customer service hits five year low

Published on: January 28, 2015
Author: Pauline Ashenden - Marketing Manager

The Institute of Customer Service’s latest six monthly UK Customer Satisfaction Index (UKCSI) reveals the lowest figures since 2010 – and marks the fourth consecutive fall in customer satisfaction levels.The overall Index fell from 76.3 in July 2014 to 76.0 in January 2015 – in January 2013 it was 78.2. No fewer than 58% of the organisations (113 brands) in UKCSI have seen their ...

Delivering customer service in a crisis

Published on: August 14, 2013
Author: Eptica

Many customer service teams need to provide fast answers in times of crisis – for example when products or services go wrong. However when it comes to utilities, crises can be much more serious – essentially a matter of life or death when flooding, storms or other natural disasters strike.The perfect example is Western Power in Australia. Headquartered in Perth and with over 1 million ...

Scaling up to meet peak customer service demand

Published on: January 30, 2015
Author: Lloyd Buxton - Business Development

Digital channels bring new opportunities and challenges to retail businesses. Unlike in a physical shop it can be difficult to predict demand, making it more complex to ensure that you can scale to meet customer needs. Fail to deliver the right experience and consumers will simply move elsewhere, reducing sales and impacting profits.This is particularly true at Christmas. It may be the busiest tim...

The last mile – where the retail battle is won or lost

Published on: December 20, 2013
Author: Lloyd Buxton - Business Development

By the time you read this most people will have completed the bulk of their Christmas shopping, particularly anyone buying presents online. And the latest figures show that more and more consumers are now purchasing on the Internet. Online sales are still climbing – hitting £10.1 billion in November 2013, according to the IMRG Cap Gemini e-Retail Sales Index, up 10% on 2012.There are a...

Looking back – key trends from the Eptica blog in 2014

Published on: January 14, 2015
Author: Pauline Ashenden - Marketing Manager

2014 was an extremely busy year in the customer experience market. The combination of more demanding consumers, new contact channels and increased regulation drove innovation and increased investment in customer service departments as organisations aimed to differentiate themselves from competitors and boost revenues. This increased focus translated into record numbers of visitors to the Epti...

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