Eptica

SEPTEMBER 28, 2015

Date: Monday, September 28, 2015 The evolution of contact center performance. Published on: September 28, 2015. Author: Pauline Ashenden In the past contact centers were often viewed as a cost cente r, meaning that the primary goal of companies was to run them as efficiently as possible while still responding to customers competently.

Contact Center 81

Contact Center Multichannel Customer centricity Abandon rate 81

Eptica

OCTOBER 21, 2015

Date: Wednesday, October 21, 2015 3 ways of reducing customer query volumes. Published on: October 21, 2015. This rising volume of customer interactions, covering everything from questions about products and post-sales queries, to complaints and positive feedback , threatens to overwhelm many organizations.

Multichannel 74

Multichannel Self service Contact Center Morale 74

Eptica

DECEMBER 7, 2015

Date: Monday, December 7, 2015 How APAC brands can improve the customer experience. Published on: December 07, 2015. Author: David Chew Increased competition and ever more demanding consumers mean that organizations across the Asia Pacific region need to focus on continually improving the customer experience that they offer.

Customer Experience 48

Customer Experience Multichannel CRM Customer centricity 48