Call Center Industry News

Here's the latest from the EPIC team
How to Get Started with Customer Journey Mapping

How to Get Started with Customer Journey Mapping

If you’re looking to reduce customer effort (CES), increase customer satisfaction (CSat), and improve Net Promoter Score (and who isn’t?), mapping the customer journey is an essential step towards success. Improving the customer journey has the potential to not only...

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4 Ways to Get the Most Out of Cloud-Based Technology

4 Ways to Get the Most Out of Cloud-Based Technology

The “cloud” has been part of the contact center lexicon for nearly a decade now; but only in recent years have organizations truly realized the benefits of a cloud-based approach. In the last two years alone, the adoption rate of cloud contact centers has increased by...

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Supercharge Your ROI: Why Process First?

Supercharge Your ROI: Why Process First?

At the recent inContact User Conference, Bill Pieper was a featured speaker discussing the importance of evaluating business processes as part of any technology implementation. He was joined by Tom Cardella, CEO of TLC Associates, who provided a cautionary tale...

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EPIC Connections Adds New Financial Services Client

Midwest-based company will leverage EPIC’s workforce optimization services Omaha, NE – December 5, 2016 – EPIC Connections, Inc., a leading provider of customer experience and contact center optimization, announced today a new engagement with a Midwest-based real...

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