Call Center Industry News
Here's the latest from the EPIC team
Cloud Communications: The Instrumental Enabler of the Mobile, Remote and Millennial-Dominated Workforce
The way we work is undoubtedly changing. Whether it’s a shift in the market or different business model, new generational trends, or updates in technology, these changes create a variety of communication challenges for organizations and their IT leaders. Employers are...
From Brick & Mortar to At-Home Agents: The Challenges, Process and How to Get Started
The benefits of a home-based agent model are undeniably exciting. From cost savings to reduced attrition, the work-at-home agent model is attractive to say the least. However, deploying it in a way that is successful for both business and agents can prove challenging....
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...
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...
Within Three Years AI Will Dominate Call Centers. Are You Ready?
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 Webinar
How IVR Optimization Can Reduce Costs and Improve the Customer Experience
Not convinced? Here are 4 key call center metrics that improve dramatically when the IVR is enhanced: 1. Spikes in Call Volume Are Smoothed Out Sometimes call centers take the work of an IVR for granted. Do you know how many calls are handled by the IVR that don’t end...
EPIC Connections, SmartAction & TechStyle Team Up at ICUC 2017
Panel Discussion: Omnichannel Considerations for the Real World Omaha, NE (May 2, 2017) – EPIC Connections, Inc. today announced that Bill Pieper will join Charles Aeh of SmartAction and Justin Borah of TechStyle for a panel discussion at next week’s ICUC 2017 at NICE...
5 Steps to Achieving a Successful Omnichannel Contact Center
As call centers expand their multi-channel offerings, the pressure is on to deliver seamless cross-channel experiences. Today, customers expect to escalate from channel-to-channel with little to no effort. However, only 12% of contact centers describe themselves as...
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...
EPIC Connections Adds Contact Center Technology Expert to the Company
Dan Dineen brings over 30 years of contact center and BPO experience Omaha, NE (January 11, 2017) – EPIC Connections, Inc. today announced that Mr. Dan Dineen has joined the customer experience optimization and contact center consulting firm effective immediately as...
How to Modernize Your Contact Center by Moving to the Cloud
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...
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...
Top Pharmacy Benefit Managers Use EPIC to Improve Call Center Operations
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"...
Global BPO Enhances Operational Functionality with EPIC Consulting
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...
Regional Health Plan Increases Agent Productivity with WFM
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...
Improving Customer Interactions with EPIC’s Business Process Review
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....