The investment required to attract and retain customers grows with the expansion of channels for customer interaction. From the call centre’s traditional role to the rapid rise of social media in the sales & marketing mix, you need to ensure that every channel’s customer experience is consistent and superior in order to maximise the return on your sales & marketing spend.
The growth of eCommerce and other online customer channels is well documented. The online business models offer tremendous opportunities to grow the customer base, increase revenue and reduce unit costs. What is …

Australian retailers are risking their share of the $3 billion* Christmas online sales season unless they learn how to effectively manage the seasonal spike in customer service demand, which can increase by as much as 400%.

In many cases contact centre agents are tied up dealing with too many low value frequently asked questions that prevent them providing the customer service needed to complete sales conversions.

So why have we added the partnership with Eptica to our offering? More to the point, why are we SO excited about our partnership with Eptica?
Since Congex began life back in 2000, we have worked with data and corporate knowledge to assist our customers better use technology of the web. Whether it was catalogues & parametric searching for eProcurement or product knowledge to build FAQ’s web support,