Manage your customer experience with less lead time and proven results
The management of the customer experience has never been more exciting…or challenging. Because customers can interact with brands in so many different ways, it takes a visionary, multifaceted approach to create value and ensure steady financial performance. That’s why the EPIC story is so important.
The word “epic” is defined as “awesome;” that’s exactly the word used by contact center industry insiders when they describe the evolution of the company built by Bill Pieper. For over a decade, EPIC Connections relied on Pieper’s reputation and relationships to help companies find the perfect business process outsourcer (BPO); EPIC cut the search-and-select process from months to weeks, a formidable accomplishment.
After the perfect match was made, EPIC managed the launch of the new partnership, a process built upon three principles:
- intimate understanding of what makes the relationship between the customer and the outsourcer “click;”
- massive experience in quality control, agent education and operational optimization;
- the ability to measure progress with the right key performance indicators (KPIs).
As the customer contact industry became more interested in “engagement,” Pieper began receiving inquiries from near and far.
- Most wanted his opinion about topics other than finding an outsourced contact center.
- Some wanted advice on new technologies such as chat, text, social media and cloud-based platforms.
- Others sought suggestions about lowering unit costs or moving into new markets.
The EPIC team realized they were in the middle of an industry “tipping point,” a special phase that required new data in order to adapt effectively. Because they worked closely for years with hundreds of contact centers around the world, Pieper’s team possessed timely information and first-hand experience that could be invaluable to:
It soon became clear that EPIC should be consulting with customer contact organizations who wanted to limit risk in their strategic planning processes. Confident plans began to take shape…
But new plans and capabilities were just the beginning.
Although many contact center executives understand “the roadmap,” they lack the resources to implement. This is especially true when it comes to enterprise-wide operational enhancements or integrating new technologies. EPIC realized that they had identified an “underserved need:” translating assessments and direction into action and outcomes. This epic realization spawned internal reorganization and new staffing commitments.
Of course, a heads-up consulting team can “mark a new path into the future,” but to sustain and refine these changes, an experienced operations leader is required. A savvy offsite advisor with a broad perspective can tighten up contact center performance using just-in-time reporting systems. Why rely on inexperienced associates when today’s technology enables you to tap into a deep well of proven operations and financial expertise?
These realizations – and the courage to pursue them - have transformed EPIC into a powerhouse firm who offers a five-star portfolio of specialty service brands (see Services) to the entire customer contact industry – in-house as well as outsourced.
Whether your organization needs contact center expansion, more efficient and effective operations or a realistic approach to new technologies, EPIC can create a roadmap and execute, from start to finish.
Now that you understand EPIC’s rapid evolution into a blend of “expert” solutions, your “epic journey” through this robust website will be even more meaningful.