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Shakers & Movers - Feb/Mar 2013
Mike Purvis joins Webhelp TSC as Sales and Marketing Director
One of Europe’s largest contact centre companies, Webhelp TSC, has appointed Mike Purvis as Sales and Marketing Director ahead of a major global growth push. Mike, who was born in the north east of England and educated in Zimbabwe, joins from Transcom Worldwide, where he held the post of Managing Director of the BPO firm’s UK operations...read more
NewVoiceMedia announces new Chairman
NewVoiceMedia, a leading provider of cloud contact centre solutions, today announced that Guy Dubois has been appointed as Chairman of the Company. Dubois, a director at Guidewire Software, previously served as CEO of MACH Group and Cramer and most recently, of banking software vendor TEMENOS...read more
Tesco Mobile Appoints New Chief Marketing Officer
Tesco Mobile, the UK’s biggest Mobile Virtual Network Operator, announces the appointment of Simon Groves as Chief Marketing Officer. Simon joins Tesco Mobile from his role as Head of Brand, Marketing and Customer Experience Strategy at Telefonica UK (O2) where he was for 12 years...read more
NewVoiceMedia appoints EVP Worldwide Sales
NewVoiceMedia, a leading provider of cloud contact centre solutions, has announced the appointment of Matt Tuson as EVP Worldwide Sales. Tuson joins from Salesforce.com where he led Service Cloud’s sales distribution and go-to-market strategy across EMEA...read more
Attensity Appoints Kirsten Bay as New President and CEO
Attensity a provider of enterprise customer communication analytics announced that J. Kirsten Bay has been appointed as the company’s new President and CEO. Most recently, as vice president of commercial business with iSIGHT Partners...read more
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Discussion Point: Stop Trying to Delight Your Customers
Will the following feature article from the Harvard Business Review change contact centre strategy forever?
The notion that companies must go above and beyond in their customer service activities is so entrenched that managers rarely examine it. But a study of more than 75,000 people interacting with contact centre representatives or using self-service channels found that over-the-top efforts make little difference: All customers really want is a simple, quick solution to their problem.
The Corporate Executive Board's Dixon and colleagues describe five loyalty-building tactics that every company should adopt: Reduce the need for repeat calls by anticipating and dealing with related downstream issues; arm reps to address the emotional side of customer interactions; minimize the need for customers to switch service channels; elicit and use feedback from disgruntled or struggling customers; and focus on problem solving, not speed.
The authors also introduce the Customer Effort Score and show that it is a better predictor of loyalty than customer satisfaction measures or the Net Promoter Score. And they make available to readers a related diagnostic tool, the Customer Effort Audit. They conclude that we are reaching a tipping point that may presage the end of the telephone as the main channel for service interactions--and that managers therefore have an opportunity to rebuild their service organizations and put reducing customer effort firmly at the core, where it belongs.
Click here to download the full PDF feature article
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