Best Practice: Channel Choice – Putting Customers First

Contact Centre Best Practice: Channel Choice: Putting Customers First The number of channels available to consumers…

UK Businesses Struggling to Meet Customer Expectations

UK Businesses Struggling to Meet Customer Expectations Research reveals that only a third (34%) of customer…

Acquisition Expands Enghouse Contact Centre Presence in France

Enghouse Systems Limited have announced it has acquired Eptica S.A. which is based in the Paris…

Insurers Neglecting Customer Service on Digital Channels

Insurers neglecting customer service on digital channels, Eptica finds Poor performance and focus on social media…

UK Consumers Switch Brands if Trust Breaks Down

79% of UK consumers will switch brand if trust breaks down Eptica research finds automotive, technology,…

Brands Failing to Listen To Voice of the Customer

Brands failing to listen effectively to Voice of the Customer, Eptica research finds While over three…

Consumers Demand Better & More Detailed Answers from Brands

UK consumers demand better, more detailed answers from brands – or they’ll move to rivals 94%…

City Council puts Knowledge at Heart of Customer Service

Birmingham City Council puts knowledge at the heart of customer service with Eptica Enables faster, more…

UK CX Worsening as Social Media Performance Slumps

UK customer experience worsening as social media performance slumps Eptica research finds top brands successfully answer…

Brands Failing To Deliver on Chat Customer Experience

Brands failing to deliver on chat customer experience –  72% of consumers say chat use makes…

UK Insurance Customer Service Worsening Says Eptica Report

UK insurance customer service worsening, with 68% of queries left unanswered on digital channels Eptica study…

UK Insurers Beat US for Digital Customer Experience

UK insurers beat US for digital customer experience Leading US companies only able to answer 28%…

6 Ways To Transform Social Customer Service

Social media has fundamentally changed the relationship between customers and brands, providing consumers with a mouthpiece…

Eptica signs global partnership with SpiceCSM

Eptica signs global partnership with SpiceCSM – Partnerhip enables organisations to move towards deploying end-to-end customer…

Email beats web for insurance customer service

Email beats web for insurance customer service – Eptica research uncovers poor response rates to questions…

Eptica unveils new strategy and branding

Eptica unveils new strategy and branding, focused on enabling meaningful conversations between organisations and individuals As…

Facebook and Email Beat Twitter for Retail Customer Service

Facebook and email beat Twitter for retail sector customer service – New retail study from Eptica…

Social Media Outperforms Email for Customer Service

Social media outperforms email for customer service according to new research. UK brands answer less than…

Eptica announces 23% growth in Software as a Service

Eptica announces 23% growth in Software as a Service orders in 2015 – Software vendor expands…

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