10th January 2014 No Comments
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Customer satisfaction is a key measure of BPO success
Customer satisfaction is a key measure of BPO success. For over a decade the BPO industry has been defined by an ability to deploy an army of agents to undertake a wide range of customer contact activities. BPO success and …
7th January 2014 No Comments
Multi-Channel Customer Engagement; The Challenge of Social Media (Part II)
I send an e-mail into a company and I don’t get a response. I pick up the phone, ring and leave a message. If I am not getting a response quickly enough in one area I will make another contact …
22nd December 2013 No Comments
It’s Official; Multi-Channel is Good for Your Call Centre’s Health
Multi-channel customer service management strategies can delight consumers as well as drive efficiency. Well, you might expect us to say that – as that is what VoiceSage is all about. However, it’s not just us making this call – it’s …
18th December 2013 No Comments
Multi-Channel Customer Engagement….The Challenge with Social Media
I have talked before about people getting caught up in technology ‘fashions,’ and why that’s a worry, and of course Gartner is rightly famous for its ‘Hype Cycle’ which makes the same point – don’t get swept up in things …
6th November 2013 No Comments
Don’t Make Your Big Data ‘Star Trek’ Lead You Into Any Business ‘Black Holes’!
Last time we discussed Big Data in,‘Be Wary About Jumping On The Big Data Bandwagon’, I was careful to talk about the danger that can result from engaging in any Big Data projects without a focused plan of attack. As …
1st November 2013 No Comments
The Power of SMS Text Messaging in Collections
I have been talking to you about a great innovation we have been working on with our customers – SMS Conversations, a way to reach out and establish a working relationship with customers who have stopped responding to contact centres …
4th October 2013 No Comments
Be Wary About Jumping On The Big Data Bandwagon
Big Data? Yes! But hang on, what was the question again? From its totally respectable roots in science, Big Data has transferred over to business in quite an astonishing way. And why not; in science, people threw resource at finding …
15th July 2013 No Comments
The Power Of Cloud Is Its Ability To Let You Mess About – Not Just Scrap Your Servers!
Making the Move.. So, you have moved your old back office system into the Cloud. That hugely expensive on-premise system was brought in decades ago. It was a painful, tough and costly process – and the management swore ‘Never again’. …
19th June 2013 No Comments
Is Your Thinking ‘Rippling’? And If Not… Why Not?
We talked before in “How to Escape the Enchantments of Corporate One-Derland” about the lack of ‘joined-up’ thinking that we see in British business. That’s the all-too-common scenario where one unit’s manager adopts a ‘silo’ approach, where their numbers are …
20th May 2013 No Comments
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Enrich customer conversations by using what you already know
How to You Start Getting True ‘Insight for Action’? Build a complete customer picture Historically, we have worked with our clients on helping them on the outbound aspect of their customer conversations. Typically, that translated to instigating a communication through …