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EPIC Connections, Inc.
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When evaluating call center companies, there are three main areas that mark a partner as trusted. Here are questions to ask to help you evaluate whether your potential provider hits the mark.
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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 humans were frustrated by their inaccurate speech recognition and the ultra-specific phrasings they required. But now, fully conversational AI (artificial intelligence) in the form of consumer facing devices is altering our attitudes about advanced speech recognition technology and the traditional voice channel.
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Call center outsourcing companies may appear all the same on the surface, so it’s important to tease out the differences. EPIC Connections has helped companies across many industries seamlessly navigate the outsourcing partner selection and RFP process, identifying potential contenders and narrowing the list at every step of the process. Here is an eight-point baseline criterion to help you quickly evaluate companies and distinguish leaders from laggards.
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Omnichannel Expertise: EPIC Connections and SmartAction Presented with Collaboration Award from NICE inContact
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Thanksgiving is a time when EPIC Connections reflects upon our many blessings and how we can spread happiness in the world around us. This season, we celebrate all of our clients, friends, and family members who have become a part of our community. Thank you for your unwavering confidence and your continued faith in our business.

America's Thanksgiving tradition stems from a history of welcoming and caring for those who seek a better future for themselves and their families. In that spirit of generosity, EPIC is donating to the Food Bank for the Heartland to help provide a special meal for families and senior citizens in need.

YOU have made these community contributions possible. At this time of celebration, our thoughts turn gratefully to you with warm appreciation.

Thank you for being part of our family and Happy Thanksgiving!

In observance of this special holiday, EPIC Connections will be closed on November 23 & 24.
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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 faced with supporting the workforce of the future and the challenges that come along with mobile and geographically distributed employees.
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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.
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Here are 4 key call center metrics that improve dramatically when the IVR is enhanced
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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 increase customer satisfaction by 20%, but also to lift revenue by up to 15%, while lowering the cost of serving customers by as much as 20%.
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