Browsing Tag

Customer Service Agents

The Benefits of Empowering Agents to Go Omni-Digital

This article is co-authored by Julien Rio and Cédric Blum Agents are the heartbeats of contact centers and Customer Service departments: the quality of Customer Service and Customers’ Satisfaction heavily depends on their skills, motivation, and ability to solve customers’ problems. 66% of consumers say their experience with agents impacted their impression of the brand. Thus, companies are now empowering agents to go Omni-digital. To adapt to changing Customers’ Expectations, companies are progressively moving to…

Put Knowledge at the Heart of Your CX; Or, Consumers Shall Move to Rivals 

In a Recent Report by Eptica, 94% of UK Consumers Say Personalized Answers Will Make Them More Loyal – with 84% Switching to Competitors If Responses Disappoint Providing more detailed, personalized answers to consumer questions on their channel of choice are now key to winning and retaining customers – but brands in the UK are failing to meet rising expectations. 91% of consumers surveyed by Eptica say not answering their questions satisfactorily annoys them and makes them less loyal, with 75% complaining that customer…