Best Practice: Channel Choice – Putting Customers First
Contact Centre Best Practice: Channel Choice: Putting Customers First The number of channels available to consumers has skyrocketed. Stalwarts such…
Eptica
UK Businesses Struggling to Meet Customer Expectations
UK Businesses Struggling to Meet Customer Expectations Research reveals that only a third (34%) of customer email queries are answered…
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 suburb of Boulogne, France.…
Insurers Neglecting Customer Service on Digital Channels
Insurers neglecting customer service on digital channels, Eptica finds Poor performance and focus on social media damages trust and risks…
UK Consumers Switch Brands if Trust Breaks Down
79% of UK consumers will switch brand if trust breaks down Eptica research finds automotive, technology, insurance and government least…
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 quarters (78%) of brands…
Consumers Demand Better & More Detailed Answers from Brands
UK consumers demand better, more detailed answers from brands – or they’ll move to rivals 94% say personalised answers will…
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 consistent and efficient email…
UK CX Worsening as Social Media Performance Slumps
UK customer experience worsening as social media performance slumps Eptica research finds top brands successfully answer just 44% of all…
Brands Failing To Deliver on Chat Customer Experience
Brands failing to deliver on chat customer experience – 72% of consumers say chat use makes them more loyal, and…
UK Insurance Customer Service Worsening Says Eptica Report
UK insurance customer service worsening, with 68% of queries left unanswered on digital channels Eptica study finds growing gap between…
UK Insurers Beat US for Digital Customer Experience
UK insurers beat US for digital customer experience Leading US companies only able to answer 28% of queries via web,…
6 Ways To Transform Social Customer Service
Social media has fundamentally changed the relationship between customers and brands, providing consumers with a mouthpiece to share their feedback…
Eptica signs global partnership with SpiceCSM
Eptica signs global partnership with SpiceCSM – Partnerhip enables organisations to move towards deploying end-to-end customer engagement hubs Eptica have…
Email beats web for insurance customer service
Email beats web for insurance customer service – Eptica research uncovers poor response rates to questions asked online and on…
Eptica unveils new strategy and branding
Eptica unveils new strategy and branding, focused on enabling meaningful conversations between organisations and individuals As it celebrates its 15th…
Facebook and Email Beat Twitter for Retail Customer Service
Facebook and email beat Twitter for retail sector customer service – New retail study from Eptica finds growing inconsistency between…
Social Media Outperforms Email for Customer Service
Social media outperforms email for customer service according to new research. UK brands answer less than half of customer queries…
Eptica announces 23% growth in Software as a Service
Eptica announces 23% growth in Software as a Service orders in 2015 – Software vendor expands in US as it…