News & Insights by EPIC

Perseverance Through Rapid Change: EPIC Connections Celebrates 15 Years of Success as a Mainstay in Contact Center Consulting

The contact center industry is known for its constant hum of change punctuated by the rapid fire of new technology and a revolving door of providers. When I started EPIC Connections in my home office in 2003, I knew perseverance would be the first requirement for establishing an organization that builds value for their clients. […]

Call Center Robotic Process Automation: Three Principles to Consider

Are you confused by all the hype around Robotic Process Automation?  Do you have nightmares of Alexa taking over your workplace and having to slowly shut her down like Hal from 2001: A Space Odyssey?  According to Harvard Business Review, “A recent survey indicates that about half of the S&P 500 will be replaced over the […]

AI Increases Self-Service Expectations: How You Should Respond

While chat, text, and social media are all the rage in customer service, consumers are actually turning back to voice as their favorite way to communicate with companies. The emergence of popular digital assistants like Google Home, Alexa, and Siri ignited this shift. Machines had long been the death knell of customer service – we […]

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