This client was faced with an inconsistent, non-customer-centric operational and customer interactions environment.  The result was an overall lower level of customer satisfaction, an increased number of customer complaints and a reduced customer retention rate.

Solution: The EPIC resources worked with the client to conduct an assessment of key areas across processes, people, and  technology, including Sales and Marketing, Customer Contact Centers, Web Portals and Strategic Decision Support areas. The final deliverable consisted of a comprehensive Customer Experience Roadmap and associated Business Plan, outlining specific quick wins and long-term actions to take to realize this objective of enhancing the customer experience.

Result: The client has implemented quick wins, process of implementing key longer-term strategic initiatives identified during the assessment. 

[sf_button colour=”accent” type=”standard” size=”standard” link=”http://epicconnections.com/wp-content/uploads/2016/11/Improving-Customer-Interactions-with-EPIC-Business-Process-Review.pdf” target=”_self” icon=”” dropshadow=”no” extraclass=””]Download PDF[/sf_button]

More from the Blog

New Technology in your Contact Center? Consider This…

Modernization is a clear trend in the contact center world. But, as we all know, adding new technology starts with a thorough search, careful selection and effective implementation of the chosen technology. Having served many clients over the years who were starting...

read more

How to Select the Right UCaaS Provider

The way people work has changed, and with the increase of mobile, distributed teams, remote locations, and the use of software driving the demand for "always-on" cloud communications, forward-thinking companies of all sizes are turning to—proactively requesting, in...

read more