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Technology

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02 February 2012

Complaints procedure – making a bad situation better

Dealing with complaints is one of the most contentious topics in the customer service sphere. Without an effective complaints procedure you risk making a bad situation much worse. What is more, improper handling of complaints does not just damage reputations but can also incur stiff financial penalties. Martin Scovell examines how complaints handling software can improve the management of complaint handling in your organisation.

Multi-channel development

17 January 2012

Providing the optimum customer experience in 2012

As customers continue to abandon the hustle and bustle of the High Street in favour of a peaceful online experience, it is becoming increasingly important to develop an astute customer experience. Kurt Bager explores the benefits of web chat as a resolution for customer care providers to supply F2F (face-to-face) customer service, keep customers on their sites and get them clicking the ‘buy now’ button.

Business Insight & Analytics

30 January 2012

In the next 4 minutes you'll have reached your destination

Efficiency and effectiveness should not be odds with each other and can exist harmoniously. The reward for achieving this balance, says Craig Pumphrey, is a contact centre where average handle time is reduced, first call resolution is improved, cross-sell and up-sell is increased, customer loyalty is strengthened and process compliance is adhered to.