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Shakers & Movers - Dec 13/Jan 14

Red Box continues to recruit to support aggressive global growth plans

Leading voice and data recording specialist Red Box Recorders has appointed a senior sales professional with a previous proven track record within their business, to support the company’s continuing aggressive growth plans...read more

Vizolution director appointed to Customer Experience Professionsals Association UK Board of Ambassadors

The Customer Experience Professionals Association [CXPA] has appointed Marcio Rodrigues, Customer Propositions Director at Vizolution to their UK board ambassadors...read more

Mitel Expand US Team With Appointment of Chuck Krogman as Vice President of Contact Center Sales

Mitel®, has appointed Chuck Krogman as U.S. vice president of sales for contact center. Reporting into executive vice president of sales for the Americas Joe Vitalone, Krogman is positioned to further grow Mitel's contact center business...read more

New CEO to progress HGS growth strategy in UK & Europe

HGS, the global business process outsourcing (BPO) company has appointed Matthew Vallance as Chief Executive Officer for Europe. Matthew, who joined HGS earlier this month, takes up the CEO role from Charles Cooper-Driver, who has led the business in the UK and Europe since 2010 following HGS’ acquisition of Careline Services, the company he founded in 1997...read more

Aspect Software appoints new Vice President for Northern Europe

Aspect Software, a leading provider of fully-integrated customer interaction management, workforce optimisation, and back-office solutions, today announced the appointment of Paul Thomas to the position of Vice President for Northern Europe. Paul will be responsible for leading and driving the sales, pre-sales and marketing activity within Europe, Middle East and Africa...read more

NewVoiceMedia appoints VP Sales NA East to expand presence in the region

NewVoiceMedia, a leading global provider of cloud contact centre solutions, announces the appointment of Jamison Powell as Vice President Sales, North America Eastern Region...read more

Unify Names Dean Douglas as CEO

- Unify, formerly Siemens Enterprise Communications, today announced the appointment of Dean Douglas as Chief Executive Officer (CEO). He succeeds Hamid Akhavan who joined as CEO from Deutsche Telekom in February 2010...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 


OneWeek in UK Contact Centres

Sample an issue > OneWeek in UK Contact Centres 12th October 2012

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