Customer Innovations

 To achieve excellence in your contact centre, you need to have three things in place – engaged staff; a true customer focus; and a clear vision of what success looks like. The KPI measures that you use play an important role in balancing these people, customer and strategy levers. Download our white paper to understand how you can use KPI’s to drive the right behaviours and customer focus in your operation. Find out how performance management improvements can quickly reduce cost, improve efficiency, and at the same time increase customer loyalty and agent well being.

 

 

Ten Tips for Reducing Contact Centre Expenses

During an economic slowdown, customer service managers in the Telecoms industry need to take a close look at their contact centre operations to find ways to reduce costs while sustaining the quality of customer experience. This independent report from Forrester Research, Inc., published in March 2009, discusses 10 things you can do today to achieve these goals.

 

 

Customer Service meets Social Media
Your customers are talking - to each other, but they still require your attention. Today, it's imperative companies understand how to participate in conversations on the social web. But with this new medium comes questions about how and when to engage. When do you monitor and when should you respond? What sorts of expectations and guidelines should you set for your frontline agents? In traditional service interactions, the company owned the communication channel. But today, businesses need to learn how to engage with customers and prospects on their turf.

 

 

Aberdeen White Paper: Mobility in Service - The Agenda for 2010

Anyone who works in the service industry understands that real-time mobile communications and decision making is critical for the smooth and profitable running of the business. it’s more important now than ever for your mobile workforce to have the critical information they need at their fingertips, increasing their efficiency and productivity. In this report, Aberdeen identify best in class mobile vendors and provide a benchmark study looking into process, procedure and methodologies, with best practice identification and actionable recommendations.

 

The age of exceptional customer care is here. Are you engaged?

Customers are becoming more demanding. Today, customers care more about experience than ever before. *Those discontinuing business with a company after a negative customer experience, increased from 68% in 2006, to 86% in 2009. It’s important to provide your frontline employees with the tools they need, but it’s also important to give your customers the ability to help themselves. These two strategies should complement each other and result in an improved customer experience.

Technology within the contact centre advances and progresses at such a pace that even the most forward-thinking organisation may struggle to keep up with the developments. Download this guide: The Contact Centre of the Future: Technology of the Future to read about the key technologies and market trends that will affect your contact centre strategy over the next few years. Full of helpful advice on planning for your contact centre of the future this document presents the business benefits and discusses the ‘must-have’ technologies for your continued success..

 

The age of Social Customer Care is here. Are you ready to engage? How times have changed. Participating in social media—via online communities, blogging and networking sites, is now thought of much like the Internet a decade ago. A company is conspicuous in its' absence of a social media plan, especially if it sells to consumers.   Happy customers can create a groundswell of support A few unhappy customers can cause tremendous damage to brands by...

Delivering service differentiation through customer experience  One positive outcome of the recession and ongoing economic uncertainty is that companies, perhaps for the first time, have woken up to the fact that customer experience really matters.  Fundamentally , whichever way you look at it poor customer experience will both drive existing customers away and make it significantly more difficult to acquire new ones. This White Paper explores the ways in which companies and their customer service providers are being forced to adapt to both...