http://www.eptica.com/ Description" content="Multi-channel customer interaction solutions: Email Response Management (including fax and letter integration), Web Self-service, Secure Email, SMS, Chat and Customer Service Knowledge Base are available to you as separate applications, or seamlessly integrated to create an end-to-end improved customer experience from your Web site to customer service advisor. Improve your customer experience while reducing costs. Visit Eptica.com. en SPIP - www.spip.net http://www.eptica.co.uk/Analytics,2343.html http://www.eptica.co.uk/Analytics,2343.html 2009-06-13T08:45:35Z text/html en Roberta Galazzo Eptica Analytics enables you to leverage the data from your customer service operation, providing you with key business intelligence for fast and more effective decision making. Now you can track the performance of your customer service operation in real-time and understand the issues that create customer demand. See your customer service data come to life through easy to read dashboards Generate real-time management information to measure and monitor operational performance Gain MIS (...) - <a href="http://www.eptica.co.uk/-Analytics,226-.html" rel="directory">Analytics</a> <div class='rss_texte'><p>Eptica Analytics enables you to leverage the data from your customer service operation, providing you with key business intelligence for fast and more effective decision making. Now you can track the performance of your customer service operation in real-time and understand the issues that create customer demand.<br> <br></p> <ul class="spip"><li> <strong>See</strong> your customer service data come to life through easy to read dashboards<br></li><li> <strong>Generate</strong> real-time management information to measure and monitor operational performance<br></li><li> <strong>Gain</strong> MIS for insight into the performance of your customer service operation and whether the call centre meets your quality requirements<br></li><li> <strong>Acquire</strong> insight into how your customer service operation is performing against key customer service metrics<br></li><li> <strong>Monitor</strong> call centre metrics such as number and type of inbound queries <br></li><li> <strong>Measure</strong> service responsiveness against your key performance targets<br></li><li> <strong>Monitor</strong> agent productivity and first contact resolution<br> <br></li><li> Self-sufficient management reporting provides operational visibility without dependence on IT<br></li><li> Integrated reporting from multiple data sources<br></li><li> Fast generation of detailed information <br></li><li> Rapid implementation<br></li></ul></div>