Building a business case for knowledge management

Published on: September 26, 2013
Author: Eptica

In our first blog post in our series on knowledge management we talked about the different stages of collecting and sharing information across the contact centre.So, once you’ve identified where your organisation is now, how do you move forward and create a strategy to implement knowledge management? And what are the business benefits that you’ll receive?Starting with the benefits, the...

Mind Candy – tailoring service to customers from six to 60

Published on: September 27, 2013
Author: Eptica

Most organisations have a clear idea of the demographics of their customer base, which makes it easy to create the right tone for all customer service interactions. From understanding the language they use to how they like to be addressed, it enables companies to build engagement and loyalty with the right audiences.Mind Candy, the family entertainment company behind the Moshi Monsters phenomenon,...

Looking into the customer service crystal ball

Published on: October 30, 2013
Author: Eptica

Attempting to predict the future provides some fascinating insights and can help planning, whatever industry you are in. This is especially true when it comes to customer service, as it often feels that we’re in the midst of constant change. Thinking further ahead gives the chance to add perspective and to make more gradual, planned steps on the road to the future.So I read with interest a r...

Utility customer service moves centre stage

Published on: October 25, 2013
Author: Lloyd Buxton - Business Development

With large hikes in energy prices being announced by major UK utilities the spotlight is currently firmly on the sector. Politicians have condemned the rises, with Labour leader Ed Miliband threatening to impose a price freeze and ex-Prime Minister John Major calling for a windfall tax on utility profits. At the same time utilities have received major fines for past misselling and misleading custo...

Getting the customer journey right

Published on: October 23, 2013
Author: Eptica

Organisations understand that every interaction with a consumer is something that they’ve got to get right if they want to win and retain customers. And many strive to excel at each one of these touchpoints, measuring performance and changing operations to improve satisfaction.However, according to a new article from consultants at McKinsey in the Harvard Business Review, by focusing on indi...

Knowledge Management in practice: Domestic & General

Published on: October 18, 2013
Author: Eptica

Last week the post in our series about effective knowledge management for customer service shared five top tips for successfully deploying and reaping the benefits of knowledge management in your organisation.Here we complete the series with a best practice example from Domestic & General, the UK’s leading warranty specialist.  The company has transformed its customer service operat...

Finding the key to managing cross-channel customer service

Published on: October 16, 2013
Author: Eptica

Customers want to interact with companies on an ever-widening number of channels. And while newer channels such as mobile and social media may currently be hitting the headlines, it is vital that customer service teams don’t neglect traditional communication methods such as email, the web and phone.In fact, the total number of contacts, across every channel, is increasing. A recent study by ...

Time to put customer service on the map

Published on: October 11, 2013
Author: Eptica

We’re currently celebrating National Customer Service Week (NCSW). Organised in the UK by the Institute of Customer Service, it aims to raise awareness of customer service and the vital role it plays in the economy. Similar events are taking place around the globe.While it has been going for a few years, NCSW has never felt more relevant and necessary. Customer service has moved centre stage...

5 ways to drive knowledge management success

Published on: October 09, 2013
Author: Eptica

Effective knowledge management is a key element of delivering customer service and that’s why we’ve been focusing on this important area in recent weeks.In our first post we discussed how to get started - outlining the different stages of knowledge management within customer service operations. Following this we covered building a business case, outlining the benefits your organisation...

Seven ways to justify investment in your contact centre

Published on: October 07, 2013
Author: Eptica

For those of us that work in customer service, the need to invest in the skills, technology and processes to deliver a superior customer experience can appear obvious. Happier customers means greater retention, more sales and therefore more profits. So why won’t the board sign off on that new system/increased training budget? It all comes down to the business case. What seems a no-brain...

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