Thu, Apr 23, 2009
In case you've missed it, the next big thing in marketing and customer service isn't twitter - it is relevance. While the entire world is a-flutter with twitter and social media (blogs, facebook, Linkedin etc) they are merely a reaction to the consumer push for more relevant communication (on their terms).
Thu, Apr 23, 2009
Years ago measurement was all talk - talk time anyway. Short talk time meant more calls could be handled so there would be shorter call queues and customer satisfaction would rise - right? Wrong. If anything metrics such as these helped to drive down customer satisfaction as real customer insights and detailed problem resolution were sacrificed at the altar of corporate cost-cutting.
Tue, Mar 10, 2009
Efficiency improvements impact financial results, call centre productivity and marketing’s ability to capitalise on even a fleeting window of opportunity. SaaS or opex contact centre solutions deliver advanced functionality without upfront capex plus six key efficiencies.
Tue, Mar 10, 2009
They’re out there ... somewhere. Hundreds of them, dotted all over the country. You know they’re there, but you can’t see them. You’d love them to be yours; it’d be so much easier for you. If they could be harnessed where they are, you wouldn’t have to provide them with all the comforts – sofas, microwaves, fruit - that you have to provide them if they were here. Home-based agents, home-workers, home-sourcing or agents-at-home - whatever name you relate to - are becoming an increasingly common phenomenon.
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