Welcome to Eptica Multi Channel Customer Service Software. Web Self-service, Email Response Management, Live Chat and Customer Service Knowledgebase.

Webinar: Online Customer Service for Retail

Clare — 2010-03-17T10:00:00Z

Presented by: Paul Barnes, Managing Director, Eptica UK & Eire

Wednesday 17th March 11.00 - 11.30am

Some of the biggest improvements in ecommerce practices have been in the area of Online Customer Service and improving customer experience. Online retailers are recognising that helping customers to get faster and better service is key to driving more sales, improving customer experience and reducing costs.

This webinar tells the Online Customer Service story of a leading UK fashion retailer and how it has enabled them to:

Deal with their biggest ever Christmas customer service spike without creating a backlog
Reduce inbound contact - only 6.7% of customers that use self-service escalate to email
Improve first contact resolution through its email channel to 90%
Reduce new agent training time by 50%
And how the contact centre is ‘centre stage' in improving online self-service by highlighting the questions that create inbound demand

Find out how through this FREE webinar.

Don't miss it - Join us on Wednesday 17th March at 11.00am.

REGISTER NOW!

Once registered, you will automatically receive a confirmation of your registration and, a few days before the Webinar, you will receive a reminder.

For further information, contact us here »

Out with Outlook: In with Painless Email Management!

Clare — 2010-02-10T08:00:00Z

Presented by: Frederick Teo, Regional Manager, Eptica

Wednesday 10th February 4.00PM - 4.30pm (SST Singpore)

REGISTER NOW!

Are you one of the many contact centres still using Outlook or Lotus notes to handle inbound customer email and wishing you had a proper email system? Given how difficult it is to manage even a single personal inbox, it must be a nightmare to manage customer email in this way.

Not sorting out email management is one of those 'painful' false economies. A proper system will literally halve the time it takes to handle inbound enquiries - a 100% gain in efficiency which can be used to reduce costs and improve quality of service.

Using case study examples, this webinar will show just how easy it can be to manage email properly and the features that every contact centre should have. If call volumes are your issue, it's even possible to migrate routine FAQ calls through an email channel for lower cost of service and reduced handling time.

Agenda

Getting the right enquiry to the right agent and ensuring it's answered effectively
Managing email reply content so all agents are providing fast, consistent and accurate answers
Migrating calls to an effective email channel for lower cost of service and reduced handling time
Using email management to build an online customer self-service system and cut inbound contact
Achieving complete workflow control and visibility of agent productivity
Gaining invaluable insight about the issues that create customer demand

Don't miss it - Join us on Wednesday 10th February at 4PM (SST Singpore).

REGISTER NOW!

For further information, please contact:
marketing.en@eptica.com

Or contact us here »

Out with Outlook: In with Painless Email Management!

Clare — 2009-09-30T17:26:01Z

Presented by: Paul Barnes, Managing Director, Eptica UK & Eire

Thursday 22nd October 11.00 - 11.30am

REGISTER NOW!

Agenda

Don't miss it - Join us on Thursday 22nd October at 11.00am.

REGISTER NOW!

For further information, please contact:
Dee Roche
Telephone: +44(0)7976 815140

Or contact us here »

Customer Service Strategies for Insurers, Aggregators and Brokers

Clare — 2009-07-09T15:21:04Z

Presented by: Paul Barnes, Managing Director, Eptica UK & Eire

Tuesday 28th July 11.00 - 11.30am

REGISTER NOW!

The Internet, the economy and the influence of aggregators have created unprecedented change within the Insurance industry. With competition increasing and customer loyalty decreasing, new approaches to customer service are needed to support revenue performance and reduce costs.

While 90% of new insurance business comes through the Internet, the industry is still heavily reliant on dealing with customers by phone due to lack of effective online customer service and email management. In many cases, inefficient processes for managing policy administration increase costs and adversely affect customer retention.

In a competitive marketplace, a low cost operating strategy for service is needed; but customer satisfaction is key. Using case study insight from Fortis, Confused.com and GoCompare, this webinar will explain how to:

Reduce call volumes by answering routine questions online, automatically
Migrate calls to an effective email channel for lower cost of service and reduced handling time
Reduce paper processes involved in insurance sales and policy administration
Create better workstreams so the right enquiry gets to the right people
Manage transactions such as amendments to policies entirely through self-service channels
And importantly, gain invaluable insight about what customers want and the issues that create customer demand

Join us on Tuesday 28th July at 11.00am.

REGISTER NOW!

For further information, please contact:
Dee Roche
Telephone: +44(0)7976 815140

Or contact us here »

Optimising Outsourced Email Management: how Hotels.com manage, route, track and answer emails from 32 websites in 9 languages

Dee — 2009-05-06T20:50:40Z

Presented by: Paul Barnes, Managing Director, Eptica UK & Eire

Wednesday 3rd June 11.00 - 11.30am

Hotels.com, the world's most visited hotel booking site, manages email enquiries in 9 languages using outsourced contact centres in 5 countries. Every inbound enquiry is a potential sale, or a booking question, that needs to be handled accurately and fast.

This web seminar will explain how Hotels.com achieves this using a single, multi-language email management solution integrated across all websites and contacts centres. A strategy which has enabled them to drive operational efficiency, reduce transaction times and improve utilisation of outsourced agents.

But you don't need to operate on the scale of Hotels.com to have the same customer service issues in common. You don't even need to be an International company to benefit from the Hotels.com story.

This web seminar will explain how to

• Enable Outsourced contact centres to improve email response times and quality of service

• Operate effective multi-language email management

Join us if you have any of these challenges:

Do you outsource your contact centre operations and have issues with quality of service or achieving visibility of agent productivity and performance?
Are you a pan-European organisation wanting to successfully integrate multi-channel enquiry handling across European websites and contact centres for maximum efficiency and cost savings?
Have you successfully embraced the online space, and are looking now to Europe to reach new consumers. How are you going to deal with customer service?

If these issues don't affect you, read on ...

What about the number of UK consumers, for whom English isn't their first language? In today's multi-cultural society the ability to offer Web Self-service in languages other than English will make you more accessible and gain you sales from a broader range of customers. Being able to successfully manage online self-service in multiple languages such as Urdu or Polish is easier to manage, than you might think.

Using the case study example of Hotels.com this session will cover:

Treating every online enquiry as a potential sale that needs to be handled accurately and fast
Getting new agents, in new locations, quickly operational and ready to respond to customer enquiries
Routing enquiries effectively to the right multi-language contact centres world-wide even though the combination of multi-lingual agents at your contact centres varies at any one time
Improving first contact resolution and consistency of customer service across pan-European contact centres
Gaining visibility of inbound enquiries, agent utilisation and how effectively agents are responding
Using hosted and outsourced services to set-up customer service in new markets with relative ease and minimum risk.

For further information, please contact: Dee Roche Telephone: +44(0)7976 815140 Or contact us here »

First Contact Resolution: How Successful Contact Centres Get It Right

Dee — 2009-04-06T14:01:18Z

Presented by:
Paul Barnes, Managing Director, Eptica UK & Eire

Wednesday 29th April 11.00 - 11.30am

This web seminar is for contact centres, outsourcers and heads of customer service and will focus on the key issues facing contact centres today - how to improve service quality and contain costs.

Log in to find out how a leading UK outsourcer reduced both headcount and operating costs by using an agent knowledge base to turn CSRs into ‘star performing' agents.

According to customer satisfaction surveys carried out before the Agent Knowledgebase was deployed, the biggest complaint of customer service had been the lack of agent knowledge. Now 84% of customers who use the service say their experience of dealing with customer service agents exceeds their expectations.

The key themes for this webinar are cost reduction, service quality and agent utilisation. We'll show you how an Agent Knowledgebase is able to:

improve first contact resolution
reduce call handling time
address compliance issues
support a self-funding productivity bonus so agents can earn more
all of this – and deliver an ROI within 6 months.

This case study will cover the results and a simple guide to:

Essential knowledgebase features
How to introduce an Agent Knowledgebase successfully and get agent buy-in
How to manage your knowledgebase day-to-day
How to integrate call tracking and customer interaction history
How to gain visibility of agent productivity and the performance of your contact centre
Making your knowledgebase future proof: how to deploy across other customer service channels

For further information, please contact:
Clare McRobbie
Telephone: +44(0)118 949 7072
Or contact us here

Register Now! Learn How Email Managment Can Cut Call Centre Costs and Sick Days

Roberta Galazzo — 2009-03-13T09:38:21Z

Presented by:
Paul Barnes, Managing Director, Eptica UK & Eire

Wednesday 25th March 11.00 - 11.30am

When Britannia Hotels invested in new Email Management software it was to streamline its reservation process and automatically convert fax hotel bookings into inbound emails for faster, more accurate processing. The business impact was immediate with a 16% increase in productivity and average handling time cut from 3 minutes to 2.5 minutes for each reservation.

The new system is successfully reducing the Hotel groups' contact centre costs but unexpectedly it is also having a positive effect on agent morale. In the words of Britannia Hotels' Call Centre Manager “We've even seen a drop in sick days and we have a much more focussed team, delivering excellent results. ”

Find out how Britannia Hotels' have used Eptica Email Management to:

Free up valuable management time.
Improve agent morale
Reduce call centre operating costs
Increase agents' earning potential
Reduce sick days amongst call centre staff

For further information, please contact:
Clare McRobbie
Telephone: +44(0)118 949 7072
Or contact us here

Register Now! Learn How Britannia Hotels Use Email Management to Cut Call Centre Costs and Sick Days

webmaster — 2009-03-02T21:33:40Z

Presented by:
Paul Barnes, Managing Director, Eptica UK & Eire

Wednesday 25th March 11.00 - 11.30am

The new system is successfully reducing the Hotel groups' contact centre costs but unexpectedly it is also having a positive effect on agent morale. In the words of Britannia Hotel's Call Centre Manager “We've even seen a drop in sick days and we have a much more focussed team, delivering excellent results. ”

Find out how Britannia Hotel's have used Eptica Email Management to:

Free up valuable management time.
Improve agent morale
Reduce call centre operating costs
Increase agents' earning potential
Reduce sick days amongst call centre staff

For further information, please contact:
Tanya Stroud
Telephone: +44(0)118 949 7072
Or contact us here

Eptica Online Customer Service Webinar - Automation That Customers Actually Want!

Roberta Galazzo — 2008-10-10T09:59:13Z

- Events

Visit Eptica on Stand E5 at callcentre EXPO 2008!

Clare — 2008-07-22T11:41:57Z

Eptica Online Customer Service Webinar - Optimising Online Customer Service - The Importance of First Contact Resolution

Clare — 2008-07-17T10:28:35Z

- Events

Online Customer Service seminar - Email, web & beyond: optimising customer service in a multi-media world

Clare — 2008-02-21T18:42:55Z

Eptica Cardiff seminar: meeting the challenge of online customer service

Clare — 2008-01-22T14:53:32Z

Eptica London Seminar: Winning tactics for online customer services

Annick — 2007-10-23T13:38:14Z

- Events

Eptica Dublin seminar: Meeting the online customer service challenge

Clare — 2007-10-11T12:45:01Z

- Events

Visit Eptica on Stand E22 at callcentre EXPO 2007

Clare — 2007-07-20T12:31:44Z

Eptica Seminar: Keeping Pace With Online Customer Service

Annick — 2007-05-16T16:33:26Z

- Events

Web Self-Service et Email Management Seminar: Meeting the online customer service challenges!

2007-02-20T14:33:03Z

E-Commerce Seminar - Boost your Internet Customer Services! Meeting your business and technical challenges

2006-11-17T11:59:37Z

Eptica will be present at the 12th Annual Customer Contact Convention at the Edinburgh International Conference Centre: Come & see us at stand No A06

2006-11-08T11:46:39Z

Visit Eptica on stand C85 at Call Centre Expo 2006

Annick — 2006-09-05T15:29:57Z

- Events