Welcome to Call Centre Clinic

Customer Engagement Day - March 1st 2012 - Manchester

Customer Engagement Day (CED) is a unique learning and knowledge-share event, which brings together a community of professionals with a common stakeholding in customer retention, loyalty and advocacy. 

Produced by the Directors’ Club (GB & NI), the agenda mixes keynote presentations and roundtable discussions, allowing the delegates to gain insight into key emerging themes, while sharing ideas and experiences with peers from across business sectors and job titles.

The topic-focused Roundtable Discussion format allows you to discuss a number of subjects that are most relevant to you, and find out from your peers how they are addressing the challenges and opportunities you are also facing. 

There are eight Roundtable Discussion Topics to choose from (see PDF). You choose three topics from this list as part of the booking process. The event organisers will then produce a personalised itinerary for you. Each Roundtable Discussion lasts for an hour and fifteen-minutes. 

For more information please refer to the Delegate Brochure by clicking the link below.

Delegate Brochure - Customer Engagement Day Manchester March 1st 2012

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 

Call Centre Business Daily

Sample an issue > Call Centre Business Daily October 28th.pdf

It's free! If you work in a call centre or customer service role you can receive Call Centre Business Daily for free.

Simply email the editor Sam Collins on sam.collins@oneweekmedia.co.uk and request a free subscription.

If you work for a supplier of products or services (including consultants and outsourcers) then please go to the Download Zone and view the "Call Centre Clinic Media Pack" for subscription prices.