Customer Servs
  • Don’t be cheap

    August 13, 2015
    3 0 0 1 0 0 0 By Mark Atterby Cost reduction is a major allure for organisation’s to outsource. But being purely cost focused can be more costly in the long run. Cheap is not always better, particularly when it comes to selecting an outsourcing provider. One of the major causes of failed outsourcing […]
  • Passion for the brand: Is It lost when you outsource?

    July 7, 2015
    0 0 1 1 0 0 3 By Martin Conboy Customer engagement and innovation depends on having engaged employees committed to the brand and the values it represents. The burning question is can you expect the same level of commitment from the people working for your outsource provider or from contractors? Tony Featherstone ,in his […]
  • Mapping the Customer Journey

    June 23, 2015
    0 0 0 5 0 0 0 By Mark Atterby Customer journey maps are an important first step in understanding the experiences of customers. From initial contact to final purchase it highlights the key interactions the customer has with the brand, identifying gaps or pain points in the customer experience. All too frequently, however, the […]
  • It’s now or never – Customer Experience innovation

    June 9, 2015
    2 0 0 4 0 0 0 By Mark Atterby Most businesses understand technical, product or process innovation. They are adept at creating new products, services and implementing new processes and technology to deliver those products to market. However, products, services, and processes can be easily copied and reproduced. So what differentiated a particular brand, […]
  • Engaging on Instagram

    June 2, 2015
    0 0 0 0 0 0 0 By Mark Atterby Over the last year or so Instagram has become the fastest growing Social Media Channel. At over 300 million accounts it is now larger than Twitter. Its potential as a channel to improve customer as well as employee engagement is being realised by a number […]
  • Creating an Amazing Mobile Experience

    May 6, 2015
    0 0 0 0 0 0 0 The evolution of smarter smartphones and greater access to data sources offers innovative organisations the opportunity to create amazing mobile experiences for their customers. 2015 is the year of mobility where organisations are starting to invest heavily in mobile and responsive websites as well as mobile applications. They […]
  • Engaging the mobile customer

    April 14, 2015
    0 1 1 1 0 0 0 By Mark Atterby With the rise of mobile and social technologies, customers are now more powerful than ever. They’re always-connected status and ability to find information in seconds puts them in control of their own experience, and this trend has forced marketers to rethink how they engage and connect with their customers. The 2015 State […]
  • Learning how to tame your wicked problems

    April 7, 2015
    1 0 1 1 0 0 0 By Martin Conboy Wicked problems are problems that cannot be solved. But they may be tamed. Obesity, climate change, the war on terror can be classified as wicked problems. To tame these problems the usual problem solving techniques based on rational linear analysis do not work. Customer service, […]
  • The social dimension of customer relationships III

    April 1, 2015
    0 0 0 0 0 0 0 By Mark Atterby Social CRM is about generating conversations and dialogue with prospects to build higher value customer relationships. That’s higher value for the customer as well as the organisation. Social media is not simply a vehicle to push out content and your messaging, but a mechanism to […]
  • Industry Profile: Concentrix

    March 31, 2015
    0 0 1 0 0 0 0 Few people have the depth of experience in the outsourcing and customer service industries as Peter Monk, Australian and New Zealand Country Manager for Concentrix. In February last year Concentrix acquired the CRM Outsourcing business from IBM. This has given them three state-of-the-art delivery centres in the region […]
  • Building Out-Come Based Pricing Models

    0 0 2 1 0 0 0 By Martin Conboy The continuing rise in the number of contracts containing outcome-based pricing models provides obvious rewards and benefits for BPO buyers and vendors. But there are dangers and challenges where the vendor can be expected to take on all the risks. Traditionally, outsourcing buyers and providers have […]