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Retail banks need to offer a personalised customer service to stand apart from the competition
A report from Datamonitor states that with larger financial services firms come broader product portfolios. Therefore synergies and organic growth depend on generating sales across different product types - i.e. up- and cross-selling to existing customers - and establishing high customer l ... read moreDate - 23/11/2007
Category - Management Clinic
Your customers are calling. But do you know why?
To be successful, contact centres must be both effective and efficient. 'Effective' at meeting key objectives (from delivering high quality service, to resolving a high percentage of customer queries first time, to resolving technical issues) as well as 'efficient' in terms ... read moreDate - 16/11/2007
Category - Management Clinic
How can today's call centre remain competitive in the face of offshoring?
Over the last few years there has been a lot of discussion on the subject of outsourced offshore contact centres and the potential cost savings and efficiencies they may bring. But moving a contact centre offshore is not the only way of making them more cost effective. Alex Donnelly, portfo ... read moreDate - 09/11/2007
Category - Management Clinic
From customer satisfaction to brand loyalty
The market has moved a long way beyond traditional CRM technology solutions. Keith Pearce, EMEA Marketing Director at Genesys Telecommunications, examines the complex relationship between satisfied customers, customer loyalty and brand management enabled through a dynamic contact centre ap ... read moreDate - 02/11/2007
Category - Management Clinic
Making the emotional connection with customers
Customer loyalty is the make-or-break for most businesses. If customers do not keep coming back to you, and are not advocates of your organisation, then churn will become increasingly damaging. Mark Turner, Vice President and Managing Director, Genesys UK and Ireland, identifies how a dynam ... read moreDate - 26/10/2007
Category - Management Clinic
What does my business need to do about Business Intelligence?
Comment by Faraz Khan, Business Development Director, ProtoCall One: Business Intelligence (BI) is the subject du jour with IT vendors - so much so that they tend to assume all businesses fully understand what BI is and that they are well on the way to implementing BI solutions. Thi ... read moreDate - 12/10/2007
Category - Management Clinic
Everyone's talking about customer-centricity, but what does it actually look like from a contact centre perspective?
By Robert Wint, EMEA Marketing Director Verint Systems The contact centre industry has been working at efficiency and effectiveness for over a quarter of a century. Throughout that time, the key strategy deployed was to use the most suitable technologies to increase the performanc ... read moreDate - 07/10/2007
Category - Management Clinic
How do you clone your best customer service agents to deliver the ultimate contact centre experience?
Andrew Mennie, Vice President EMEA - eGain A brand can often only be as good as its worst contact centre agent - as one poor agent can impair the customer's view of the brand and drive custom away. As such we believe a key weapon in a contact centre manager's armoury is to be ... read moreDate - 05/10/2007
Category - Management Clinic
Does chaos rule your customer service world?
Desktop complexity affects every agent and every call - and your bottom line A unified service desktop can guard against that chaos Today's customer service representative (CSR or agent) plays multiple roles: part ... read moreDate - 14/09/2007
Category - Management Clinic
The contact centre of the future
Mike Saar, Business Consultancy Director, Corizon The growth of the contact centre industry over the last 25 years has been immense, with the sector now employing millions of people around the world. But in the face of constant criticism and a number of ongoing technical and m ... read moreDate - 12/09/2007
Category - Management Clinic
Solving the Quality and Quantity Staffing Compromises
If there is one thing that all contact centre operators agree on, it is that staff turnover is the pinnacle of issues in the contact centre industry. Of course, staff retention practices are important in minimising turnover, however staff turnover figures don't just depend on wha ... read moreDate - 10/09/2007
Category - Management Clinic
Be pro-active in the contact centre to succeed with customers
Businesses throughout the UK and the world are always trying to find the best way to increase the value of their customers. Having each existing customer spend more money with your organisation is the simplest way to boost the bottom line. Genesys Vice President and Managing Director for ... read moreDate - 17/08/2007
Category - Management Clinic
Should all customers be treated the same, regardless of age?
Comment by Andy Turner, Workforce Optimisation Specialist at ProtoCall One All customers should get the same level of service, but in order to achieve this they don't necessarily all need to be treated the same by your sales or customer service department. As anyone who ... read moreDate - 03/08/2007
Category - Management Clinic
What are the benefits of 'homeshoring'?
Ian Ashby is CEO of Exony, the leading provider of interaction management software for virtualised customer contact operations. In the UK, our near-one million contact centre staff generate 1.3 million tonnes of carbon emissions every year. Costs and staff churn are both growing is ... read moreDate - 06/07/2007
Category - Management Clinic
How do you define a quality service offering?
Mike Purvis is UK Managing Director of Transcom, the largest customer relationship management (CRM) provider by geographical footprint in Europe. Transcom also provides credit management services, legal services, and consultancy services to its multinational client base. Although q ... read moreDate - 25/06/2007
Category - Management Clinic