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The ten most important things your customers want you to know
By Frank Sherlock, Managing Director, International at Convergys With the current economic downturn in full swing, businesses are fighting harder than ever for customer wallet share and service is taking on an increasingly prominent role in the battle. Providing a quality custom ... read moreDate - 13/08/2009
Category - Management Clinic
Converting Inbound Customer Contact into Business Opportunities
by Richard Earle, sales, marketing and client director, Cirquent Marketers are constantly under pressure to demonstrate the effectiveness of their marketing interactions, especially in the current tough economic climate. Traditionally, there has been a strong focus on the 'out ... read moreDate - 06/02/2009
Category - Management Clinic
Making the most of every customer interaction
By Simon Foot, Head of Performance Optimisation, Verint Consulting Today's market conditions mean that organisations - and specifically their contact centre operations - need to make every transaction count. Verint Consulting's Simon Foot identifies the key role that qualit ... read moreDate - 30/01/2009
Category - Management Clinic
How businesses can increase customer confidence during uncertain times
Keith Pearce, EMEA Marketing Director for Genesys Telecommunications, shows how customer service can be a saving grace for businesses facing an uncertain future. In the current economic climate, businesses from all sectors need to remember one fundamental principle: if a customer leav ... read moreDate - 22/01/2009
Category - Management Clinic
Contact Centre of the Future
Answers provided by Horacio Calvo, Director Contact Center Solutions, EMEA, Avaya What types of advancements are we seeing today in the call centre? To begin with, how we communicate with a contact centre is changing to the benefit of customer experience: most peo ... read moreDate - 08/01/2009
Category - Management Clinic
Why Call Centres must provide the voice of reason
By Guy Shackleton, International Marketing Manager Intervoice/Convergys In today's "Credit Crunch" environment, the need for operational efficiencies within the Call or Contact centre whilst maintaining high levels of customer satisfaction and retention is a juggling act t ... read moreDate - 12/12/2008
Category - Management Clinic
Delivering exceptional customer experience via the contact centre
Contact centres are supposed to maximise and protect an organisation's greatest asset - the customer, so why are some still getting it so horribly wrong? Joe Brown, RightNow's EMEA General Manager puts forward 8 top tips to ensure the customer, and indeed agent, are happy. In ... read moreDate - 28/11/2008
Category - Management Clinic
Unlocking the hidden sales potential of your Customer Service Representatives
With the right tools, processes and metrics, customer-facing organisations can now benefit from the untapped sales potential of their Customer Service Representatives, says Guy Tweedale, SVP of EMEA Operations at Jacada, leading to higher revenues, greater staff productivity, and increased ... read moreDate - 07/11/2008
Category - Management Clinic
How engaged are your staff?
When we talk about engagement we are talking about commitment. This is significantly deeper than an employment contract where people come to work to do a job and get paid for it. We are exploring how to build engagement in our staff more and more. We spend money on building an employer bran ... read moreDate - 26/09/2008
Category - Management Clinic
Contact centres have an increased role to play in the economic downturn
Britons defied the credit crunch by spending more than £4.8 billion online last month, the equivalent of £79 per person, according to figures revealed last month by IMRG and Capgemini. The analysts said the figures were further proof the credit crunch has simply force ... read moreDate - 19/09/2008
Category - Management Clinic
Towards a greener call centre
By Elisabeth Olafsdottir, senior consultant, Cirquent Over the past year, we have seen a significant increase in the level of interest from businesses seeking help in reducing their carbon footprint. Inevitably, such established strategic imperatives as improved operatio ... read moreDate - 01/08/2008
Category - Management Clinic
In today's tightening economy, how do I turn my contact centre from a cost centre into a profit centre?
by Mark Selcow, President and co-founder of Merced Systems Many traditionally service-only operations executives have the opportunity and resources to turn their organizations into revenue-generating engines. In the face of a constricting global economy, more and more operati ... read moreDate - 10/07/2008
Category - Management Clinic
What are your contact centre agents really thinking?
Ten key lessons to be learnt from Sabio's new 'Voice of the Contact Centre Agent 2008' survey conducted by YouGov By Kenneth Hitchen, Consulting Director, Sabio Contact centre agents are at the heart of every customer interaction, and it's our belief at Sabi ... read moreDate - 27/06/2008
Category - Management Clinic
Meeting the multi-channel challenge - delivering the channel choice that customers increasingly require
Helen Murray, Director of Consulting at Verint Consulting explains how organisations can ride the 'channel shift' www.verintconsulting.com When it comes to discussing the role that multi-channel should play in an organisation's customer strategy, two questions alw ... read moreDate - 11/06/2008
Category - Management Clinic
How can contact centres rise to the challenge of retaining staff in an industry with a characteristically high staff turnover rate?
BY LINDA HOLDEN, GROUP HR DIRECTOR, TELECOM SERVICE CENTRES LIMITED (TSC) Recruiting to fill vacant contact centre posts is not rocket science - that's the easy part. The on-going challenge, however, is to be able to identify the people who will enjoy the job and view it as an at ... read moreDate - 04/04/2008
Category - Management Clinic