Items tagged with : Customer Satisfaction
A perfect storm is coming for call centres
Today, call and contact centres are operated at high efficiency standards. That’s due to high costs in labour, brick and mortar and technology. We man...
08 March 2011 | Articles, Customer Service, North America / Caribbean, USA, Global, All Columns,Data outsourcing: staying connected
Most companies gather a wealth of information about their customers. Data from transactions, loyalty schemes, customer service interactions, enquiries...
13 December 2011 | Customer Service, IT, Articles, Functions Other, Global, All Columns,Health checks: an ounce of prevention
One of the most common complaints that I hear from both buyers and providers alike is that they just don’t have the time to root out the underlying ca...
17 February 2011 | Articles, North America / Caribbean, USA, Global, All Columns,OPINION: Is offshoring the right solution for outsourcing?
During the last ten years we have seen an overwhelming trend to cut costs by outsourcing back office processes and software development to offshore lo...
28 July 2011 | Articles, Customer Service, Global, All Columns,Percepta UK Ltd
Percepta is a Customer Experience organisation. This means we help businesses understand the journey of their customers, integrate customer voice and ...
01 September 2010 | Directory, Customer Service, Europe, UK, Functions, Regions,Percepta’s RoadmapTM methodology: Driving increases in customer satisfaction
We have all been there, you have been set a target for improving customer satisfaction and although you understand the importance of the target — what...
15 April 2011 | Resources, Customer Service, Europe, Functions, Regions,Powering Up Your Customer Satisfaction Engine
This article originally appeared in Outsource Magazine Issue #27 Spring 2012 Like Rome, great customer satisfaction isn’t built in a day – it’s an ...
03 April 2012 | Articles, Customer Service, Global, All Columns,Racking Up The Wins
This article originally appeared in Outsource Magazine Issue #25 Autumn 2011 In the finest tradition of tech giants, Rackspace started life in a ga...
28 September 2011 | Articles, IT, Functions Other, Global, All Columns,Relationship quality measures: "Mind the gap!"
Quality aspects drive us personally and influence the way we look, the products we use, the materials we buy and the way we conduct ourselves in our e...
03 May 2012 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,Setting Up Contact Centre’s In Emerging Markets: Our China Experience
Our client had already established a team in the market and needed to work with us to design, develop and implement a programme to be able to manage t...
15 April 2011 | Resources, Customer Service, Europe, Asia/Pacific, China, Functions, Regions,Telling the positive story of UK ITO trends
EquaTerra recently released the results of its 2010 UK IT outsourcing (ITO) service provider performance and satisfaction (SPPS) study. EquaTerra cond...
10 December 2010 | Articles, Europe, UK, Global, All Columns,The Business of Research: the Proof of the Pudding is in the Eating
Veena Iyer explains why, whether it is a restaurant or a research outfit, when it comes to understanding the needs of a customer and satisfying and re...
18 January 2011 | Global, Articles, Customer Service,The courage to change
Outsourcing involves major changes in your business model, your teams, your approach to core and non-core business lines and cultural mindsets. That ...
16 May 2012 | Articles, Global, All Columns, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other,The Future is Now
This article originally appeared in Outsource Magazine Issue #23 Spring 2011 Virtual Assistance and Artificial Intelligence are here for customer ser...
06 April 2011 | Articles, Customer Service, Global, All Columns,The Power of Behavioural Economics
This article originally appeared in Outsource Magazine Issue #27 Spring 2012 From the shop checkout assistant who wishes you a good day whilst look...
05 April 2012 | Articles, Customer Service, Global, All Columns,There is even more to SLAs than meets the eye...
Following from my article 'There is more to an SLA than meets the eye’, Faisal Zahir posted a very interesting question that deserves exploring a...
28 September 2011 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,There is more to an SLA than meets the eye
Service Level Agreements are like chairs. We use them every day without questioning them too much, and then something reminds us how important they ar...
21 September 2011 | Articles, Finance & Accounting, HR, IT, Procurement, Customer Service, Logistics, Legal, Functions Other, Global, All Columns,Why Santander and New Call Telecom came back to Blighty
As India teeters on the brink of double-digit inflation, Santander and New Call Telecom announce that they are bringing operations back to the UK. Whi...
25 July 2011 | Articles, Customer Service, Europe, UK, South/Central Asia, India, All Columns,Wouldn’t you increase your talk time with your customers, if you could?
Problem First off, we need to be honest with ourselves. Today’s business requires support and customer service to our clients. Based on today’s econo...
18 May 2011 | Articles, Customer Service, Global, All Columns,
Outsource magazine and the ACCA announce an exclusive partnership
