What if your Contact Centre and Customer Service Departments generated marketing ideas and increased sales through plain old good service, while still reducing costs? Impossible
Tried and tested to provide real solutions to real problems for Contact Centres resourcing needs.
As a great Direct Marketing (DM) professional, you no doubt know your Return on Investment (ROI) attributes, metrics and calculations backwards. However, there always seems
CEOs and CFOs like numbers; mostly profitability numbers but revenue and return on investment also catch their eye. So, if you can’t speak their language
Achieving customer loyalty is well known to be a long term driver of company success and value but how do you do it? If you
CEOs and CFOs take a liking to seeing numbers; especially profitability numbers. So if you can’t speak their language and convert your project or proposal
The hard work is done, the calls are being made and now it’s just a matter of waiting for the sales to roll in from
Quite often our clients tell us that they would like things to be better between their Contact Centre and Marketing Departments, so stronger business results
When things went pear-shaped over at MozLand, they did so in a big way. The result was lots of unhappy customers, but their response is
Call centre audits can be a great way to gain some real and useful insights into how to improve your customer facing operations. This post
Many companies would like to improve their customer retention but are unsure how to make the changes in their business to improve this important profit
In today’s marketplace, consumers are bombarded with competitions as companies fight to attract new customers and retain existing customers. Some companies are extremely successful in
It’s not surprising that using a customer’s name during a transaction is good. But what may surprise you is that it’s worth 9% points of
In a world where customers control the relationship, if you want to continue to have a relationship, you need to provide something of value to
It seems to me that many customer experience initiatives are deeply flawed. They start out well intentioned but lack the right process improvement mindset to
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