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01 November 2011
Building Customer Centricity through Expertise-Based Interactions
During an economic slowdown, customer service managers need to take a close look at their contact center operations to find ways to reduce costs while maintaining high levels of customer support.
20 July 2011
The Best Best Practice Guide: Benchmarking for Service Desk Success
Benchmarking is a critical process for any Service Desk that wants to gauge the quality of their service delivery and processes.
20 July 2011
The Contact Centre of the Future
The contact centre landscape is changing. The economy may slow down but the pace of change remains the same and it’s almost impossible for managers of customer contact to digest it all while running a successful contact centre.
20 July 2011
Customer Service Optimisation
We've all heard of Search Engine Optimisation: the tweaking of content, keywords and links to capture and convert the maximum number of customers searching the web.
20 July 2011
Liquid Voice
So you think your call recorder is PCI Compliant? It is vital that any organisation that takes credit card payments over the phone is aware of their responsibilities to protect consumer data, such as card numbers.
20 July 2011
How Hosted Contact Centre Systems can break through the Hype Cycle
Cloud computing is the latest hype to hit the contact centre technology market. When seeking to overcome financial constraints by offering zero-CAPEX up-front cost, does the current functionality now available from multi-channel hosted system vendors really meet the needs of contact centres?
20 July 2011
Engage Everyone
Marketers obsess over brand values. But does what’s agreed in the marketing strategy correspond to what customers really feel? Answer: not as often as you’d think.
01 February 2011
How to win hearts and minds and secure investment in your contact centre projects
Our latest survey of senior contact centre managers carried out in December revealed the extent of the measures that contact centres have taken to survive through the recession.
01 September 2010
Off the shelf KPI's, No thanks...
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 have an important role to play in balancing these people, customer and strategy levers.
01 August 2010
Offshoring: the real truth
There’s nothing wrong with offshoring to cut costs. Make that statement in civilised society – or at any customer service industry event for that matter – and you risk some pretty frosty looks, if not being frozen out completely.
01 June 2010
The Current State Of Customer Experience
We analyzed survey results from more than 140 large North American firms. Using the Temkin Group customer experience competency model, we found that only 3% of firms were "Customer-Centric Organizations" while 33% of firms were "Customer-Oblivious Organizations".
01 June 2010
The Socialisation of Customer Experiences UK
In June 2010, RightNow® commissioned a study to investigate how UK consumers want organisations to engage with them through social networking sites like Twitter, YouTube and Facebook, and what they want to achieve through those interactions.
01 May 2010
Delivering service differentiation through customer experience
Companies are facing an increasingly competitive landscape where the battle for market share and changing customer behaviour present constant challenges.
01 March 2010
Mobility in Service
While hand written notes written on hands are all the craze in the US political sphere, this medium of information storage and reuse is probably not what most service organizations have in mind when looking to provider workers with the necessary tools and information while in the field.
01 March 2010
A Practical Guide to Measuring Customer Satisfaction in the Contact Center
For contact centers in this case, customer satisfaction is one of the most critical factors to gaining a competitive advantage and then keeping it.
01 March 2010
Voice of Customer 2.0: Social, Agile and Integrated
Not very long ago, social media was viewed as a fun way to keep in touch with friends and family. Many business leaders considered it a time-waster best reserved for kids.
01 January 2010
Success Tip for Social Media Customer Service: Be “Anti-Social” Before Going Social
Social media usage continues to grow explosively. A 2009 research report by Comscore confirmed this megatrend, with nearly 4 out of 5 Internet users visiting a social networking site on a monthly basis.
01 January 2010
Build Better Customer Relationships One Interaction at a Time
Whenever people contact your call center or visit your Web site, you have an opportunity to strengthen your relationship with them.
01 January 2010
Optimising the Multi-channel Agent Desktop
Think about a time you had a terrible experience dealing with customer service. Perhaps you waited on hold for an eternity, or sent an email and the reply took days, if it came at all.
01 January 2010
Scalable pay-as-you-go cloud-based contact centre
SPD is a world leader in the research, design, production, and supply of advanced consumer diagnostic products.
01 July 2009
How to Use Social Media to Improve Customer Service and Cut Costs
Social media initially changed how we communicate with friends and family, but now it’s becoming very clear that it also affects how we interact with customers.
13 March 2009
Ten Steps For Reducing Contact Center Expenses
During an economic slowdown, customer service managers need to take a close look at their contact center operations to find ways to reduce costs while maintaining high levels of customer support.
01 January 2009
Customer Service meets Social Media: Best Practices for Engagement
Your customers are talking—to each other. Social media is a new channel that demands attention from your organization.
01 January 2009
Net Promoter Community Research
In the spring of 2007, Satmetrix, the co-developer of Net Promoter®, sponsored a survey of the global Net Promoter community to assess the challenges and opportunities facing companies that have deployed customer loyalty programs and related customer-centricity strategies.
01 January 2006
The Service Optimization Challenge White Paper
One of the greatest challenges in service optimization is increasing customer service levels while reducing operational costs.