Meeting and Exceeding Millennial Customer Expectations

Meeting Millennial Customer Expectations – Neil Cox of Eptica looks at what can be done to…

Customer Experience: What Were the Key Topics in 2015?

Customer Experience: What Were the Key Topics in 2015? Olivier Njamfa President & CEO at Eptica…

Consumers Dissatisfied with Festive Retail Experience

British consumers dissatisfied with festive retail customer experience so far – Eptica research also finds three…

Email beats Social Media as Customer Service Channel

Email beats social media as best channel for customer service in retail – US retailers only…

Christmas is coming – is your contact centre ready?

Christmas is coming – is your contact centre ready? Derek Lewis of Eptica discusses how your…

Web Self Service improves Customer Experience

The six ways web self service improves your customer experience Customer service teams are currently faced…

The 10 steps to digital customer experience

The 10 steps to digital customer experience success in banking Twenty years ago, the majority of…

3 Ways of Successfully making Customer Service Everyone’s Job

3 ways of successfully making customer service everyone’s job – In this article Michael Cheung of…

Eptica in Gartner Magic Quadrant for CRM

Eptica Positioned in Gartner Magic Quadrant for the CRM Customer Engagement Centre – Inclusion follows global…

Eptica Research – Consumers frustrated from brands on digital channels

Eptica research finds that UK and French consumers frustrated by lack of understanding from brands on…

Eptica research finds multichannel customer service not improving

Eptica research finds multichannel customer service not improving within insurance sector – Insurers unable to adequately…

Eptica research sees Twitter overtake email for fast, accurate customer service

Latest Eptica research sees Twitter overtake email for fast, accurate customer service UK brands are failing…

Keeping the contact centre agent morale high at peak times

As we move into the busiest part of the year for many contact centres, keeping staff…

Eptica continues double digit growth in Q3 2014

Global multichannel customer interaction software company Eptica today announced that its Q3 2014 revenue jumped 17%…

Eptica accelerates growth in Q2

Eptica accelerates growth in Q2 with largest ever quarterly revenues; Software company positioned as sole European…

UK insurers struggle to deliver online customer experience

Despite the need to overcome mounting competition and diminishing consumer loyalty, the online customer experience provided…

UK retailers improving email customer service but failing to deliver on Twitter

Eptica research finds just 33% of tweets answered successfully by retailers UK retailers are performing poorly…

UK insurers failing to deliver channel choice to consumers

Eptica research finds that just 30% of emails and tweets answered successfully UK insurers are struggling…

Twitter least effective customer service channel for UK brands

Eptica research of top 100 companies finds customer experience ‘average’ across web, email and Twitter Many…

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