CCF Roundtable May 2008: Public Affairs Previously criticised for providing poor service to citizens, the public sector has been forced to pull its socks up thanks to government intervention. But what does that mean for call centres? Our panel of experts, hosted by KANA, met in the Westbury Hotel to find out. CCF Roundtable April 2008: Customer Loyalty A key question for me when thinking about the retail sector is around customer loyalty. How important is it to retain customers and how much focus should be on attracting new ones? Or to put it another way: the cost and effort of providing excellent customer service, really worth it? CCF Roundtable March 2008: Web Self-Service Web self-service could be seen as a win-win situation for customers as well as companies, because it provides more convenience for customers and, at least in theory, reduces cost for companies. But the fact is that lots of companies aren’t really taking advantage of the web self-service channel. So, what are the barriers to the adoption of the web self-service channel? CCF Roundtable February 2008: Media What is stopping organisations from embracing the full range of media available to them and their customers? CCF Roundtable January 2008: Homeworking The concept of home-working is becoming more and more acceptable across industries throughout the UK, and certainly has its attractions for many workers. But what opportunities does homeworking provide for customer service centres? And how does it work in practice? We ask the panel... |
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