The Essentials of Customer Care

The Essentials of Customer Care eBook features 16 leading experts sharing their visions on the ideal customer service.

Giveaways:

“Never forget the value of your customer.”

“This was a game changer for us.”

“Invest in intelligent self-service solutions.”

“Eat your own dog food!”

“Customer Service is not rocket science.”

“Measure what matters to customers.”

“We have a customer service culture driven by our passion for innovation.”

“It’s the experience stupid.”

“Customers want to know how important they are to you.”

“Associate satisfaction drives customer satisfaction.”

“Customer service is the competitive advantage for all organizations.”

“Make the customer journey enjoyable.”

“Not only because it’s good business, it’s the right thing to do.”

Lees meer en doe inspiratie op: Essentials of customer care (pdf)

European Contact Center Whitebook 2013

Benchmarkonderzoek 2013 ondersteund door ECCCO (European Confederation of Contact Center Organizations) afgeleid van landelijke contact center association surveys; gebaseerd op publiek verkrijgbare data. Geeft beeld van Europese sector met veel grafieken en tabellen over de contact center sector in 30 landen. Uitgave van Altitude Software, het onderzoek is een joint venture van Areia Consultoria and Call Communications.

Download na registratie op http://pages.altitude.com/european-contact-center-benchmark-2014

WFM Monitor 2012-2014

Vierde editie van het onderzoek Workforce Management (WFM) systemen van BRW Groep. BRW Groep voert elke twee jaar dit onderzoek uit. Daarbij wordt gekeken naar de functionaliteiten van WFM-systemen, positie in de markt en trends. 71 eindgebruikers zoals planners, roosteraars, forecasters, analisten en WFM-managers hebben hun mening gegeven over de tool die zij gebruiken.

Te downloaden via de site van BRW Groep

Brick & mortar versus work from home (case)

Brick & mortar versus work from home (case)

Organisaties kunnen wél winnen met veel meer flexibiliteit. Niet iedereen wil op een callcenter werken. Maar vanuit huis wordt het al wat anders. KPN werkt sinds begin dit jaar met VANAD WFH en de channel manager van KPN is enthousiast over het “significante verschil in performance”.

Bouwer, E. Brick mortar vs WFH CR&T 2012-6

Work from Home – virtueel contactcenter 3.0 (case)

Work from Home – virtueel contactcenter 3.0 (case)

Met het VANAD Work From Home-model (WFH) lijkt het contactcenter werkelijk opnieuw uitgevonden te worden. Een blik in de keuken, waar social media een belangrijk ingrediënt vormen.

Bouwer, E. WFH blik in de keuken  CR&T  2011-10

At-Home vs. Brick-and-Mortar (white paper)

At-Home vs. Brick-and-Mortar (white paper)

How the Virtual @Home Model is Transforming the Contact Center Industry Ongoing adoption of virtual contact centers has made the @home model a mainstream outsourcing solution and industry analysts predict continued growth. As a corporate decision-maker, call center executive, customer service director or head of operations, it is important to make sure your company is leveraging the benefits of today’s virtual business world. Learn why switching to a virtual solution can give your organization a competitive edge.

White paper Alpine Access, 2012: At-Home vs Brick-and-Mortar

There Are Significant Business Costs to Replacing Employees (best practice)

There Are Significant Business Costs to Replacing Employees (best practice)

Thirty case studies taken from the 11 most-relevant research papers on the costs of employee turnover demonstrate that it costs businesses about one-fifth of a worker’s salary to replace that worker. For businesses that experience high levels of turnover, this can add up to represent significant costs that can potentially be avoided by implementing workplace flexibility and earned sick days at little or no cost at all.

Boushey, H. en Glynn, S. J. – The Cost of Turnover. Center for American Progress, November 2012