by Dave Prinz | May 24, 2017 | Resources, Webinar
Learn everything you need to know about artificial intelligence in the Call Center: why you need it, where to use it, and how it impacts the customer experience. Watch... by Dave Prinz | Jan 5, 2017 | Insights, News, Whitepapers
Today’s companies are at the mercy of increasingly empowered customers who expect convenient, consistent and speedy service. They expect brands to know what they want before they ask for it. Such rapidly changing demands require the business agility to serve customers... 
by admin | Nov 8, 2016 | Case Study, Healthcare, Resources
EPIC has deep domain experience in the PBM marketplace. Recent EPIC client engagements have included some of the world’s top PBMs across a broad range of solutions. [sf_button colour=”accent” type=”standard” size=”standard”... 
by admin | Nov 3, 2016 | BPOs, Case Study, Resources, Workforce Management
A global BPO strove to enhance operational functionality to allow for a successful entry into the healthcare vertical. With no WFM tool in place and inconsistent hiring processes across multiple sites, attrition rates were high and call quality was low. Solution: EPIC... 
by admin | Nov 3, 2016 | Case Study, Healthcare, Resources
A well respected, regional health plan sought to increase efficiencies in its service and sales centers by increasing agent productivity. The group also wanted to ensure that they continued to provide outstanding levels of customer service. Solution: EPIC worked with... 
by admin | Nov 3, 2016 | Case Study, Operations, Resources
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....