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Creating Customer Touchpoints.
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Customers aren’t happy. In an increasingly
crowded, competitive market, time-poor customers
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The Importance of Conversation. By
Paul Hudson
“What is the impact of the Internet on the
call centre?” It is a common question that
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The Art of Conversation
by Fiona Mathieson
Contact Centres worldwide record information about
the individuals that they speak to, but research
is emerging that shows there are significant differences
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Is India a Good Call? By Paul
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Much has been written about the rapid development
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More...
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It's Your Call
According to our latest survey of
2,000 consumers in the UK, the major investments that organisations
have made in web and email customer services in the last five
years have so far failed to improve customer satisfaction.
Customer service strategies are still not being aligned closely
enough to consumer needs.
These findings were revealed in the
first part of a major new survey carried out by research consultancy
Teleconomy on behalf of Cable & Wireless and Vertex. For
more information, choose from the links below:
Try, try again: Contact centres still seeking winning
formula
Disconnect with consumer attitudes hampers
efforts to develop effective contact strategy
Organisations accept that they need to improve customer
service, but many persist in treating contact centre management
as an operational cost rather than an integrated part of their
marketing and customer relationship strategy, according to
research by Teleconomy on behalf of Cable & Wireless and
Vertex.More...
Catch me if you can: Phone still more popular than
Internet-based customer service methods, Teleconomy survey
shows. 60% of people still prefer phone
for customer service
Organisations taking a ‘one size fits all’ approach
to customer service. More...
Mr Grumble's on the phone again...
Britain’s organisations should take a leaf out of the
Mr Men books by recognising their customers’ distinguishing
characteristics if they are to improve the way they manage
their customer service levels. More...
On Silicon.com...Subtle disconnect - call centres
still failing us
The wrong technologies, mixed departmental goals and poor
metrics - otherwise it's going pretty well http://www.silicon.com/news/500015/1/4983.html
A summary of the first phase of the
‘It’s Your Call’ research and an accompanying
whitepaper are available from paul.hudson@teleconomy.com
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Alternatively, Cable & Wireless
and Vertex will host four executive briefings in July.
During the half-day session, you will hear research-based
recommendations on how to improve their total interactive
experience of your contact centre. Attendance is free
and includes lunch. For more information, times, dates
and venues, click
here (PDF format - Adobe Reader
required) |
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