Strategy & Leadership

Lead Story

21 February 2012

Integrated customer experiences: why they’re not happening

The Global Contact Centre Benchmarking Report has been telling the world for over 10 years that it’s time to integrate channels. Customers want it, customer management employees want it and, given the commercial benefits integration can deliver, businesses should want it too. So, why isn’t it happening? Over the next three weeks Paul Scott sets out to answer that question and to suggest ways in which the barriers to integration can be overcome. He begins by looking at the need for strategic focus.

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Industry Insight

14 February 2012

The century of the customer: challenges and insight

Even in this day and age, it seems many companies still regard their customers as a captive audience rather than a group of individuals, each with their own preferences and agendas. Despite the advent of pricing comparison websites and a myriad of retail and service options making it much easier for consumers to change suppliers, says Steve Deaville, the reality is that many companies still operate with a pre-privatisation mentality, where the customer is just a ‘dumb’ billing point.

Boosting Efficiency

10 February 2012

The secret of successful outsourcing

When selecting a customer service outsourcing partner, there are possibly no greater factors for success than strong cultural compatibility and commitment to partnership. Like marriage, to be successful at finding “the one”, you must first take a good look at yourself. When contemplating a partnership with a contact center solutions company, says Jeffrey Puritt it’s best to first consider how you would describe your own corporate culture.

Building Customer Loyalty

20 February 2012

Social media strategy for social customer service success

You’d be pushed to find an organisation today that isn’t either sold on, or warming up to, the concept of social media as an ideal way to boost brand awareness and improve customer service. But while many companies are sold on the idea, they also recognise the importance of getting their social media outreach strategy just right in order to make the most of the huge opportunities it presents. Natalie Keightley provides some advice on how to implement a social media strategy and achieve social success.

Management Skills

27 January 2012

Dealing with change in the workplace

With the ever-growing need for more productivity, many call centres are constantly changing: processes, structures, and above all technology. This often increases fears among employees and sometimes anger. Jens Moeller discusses dealing with change in the workplace and employee resistance to change.