Benefits of Web Self-Service (white paper)

Benefits of Web Self-Service (white paper)

According to Forrester, 72% of customers prefer using a company’s Website to answer their questions. But only 52.4% find the information they need online. Customers want to solve their issues quickly and easily on the Web. When they can, they are likely to buy more, with 88% saying they will increase their spending.

benefits of web selfservice

Return on service (onderzoek)

Return on service (onderzoek)

In order to investigate these trends and more, The Economist Intelligence Unit (EIU) formed an independent steering committee of customer service experts to help define what customer service means in practice and to advise on a survey of 832 companies in Europe, North America and Asia, which was conducted at the end of 2013. The EIU also interviewed both independent experts and customer service specialists at corporations in four industry sectors: retail, natural resources, financial services, and technology, media and telecommunications (TMT). The connection between good customer service and financial performance was then analysed by comparing survey respondents’ ratings of their own service with independently verified financial results.

BDO, www.bdointernational.com, januari 2014:  Return on service_ BDO_2014

Impact evaluatie van training en opleiding in het contactcenter

Impact evaluatie van training en opleiding in het contactcenter

Weinig contactcenters brengen een nauwe relatie aan tussen performance van het contactcenter en het opleidingsprogramma. Met behulp van impact evaluatie ontstaat er een voortdurende wisselwerking tussen training en werkvloer.

Bouwer, E. CCM 2005-4 evaluatie van opleidingen CCM 2005-4

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

The True Cost of Attrition (onderzoek)

The True Cost of Attrition (onderzoek)

In dit artikel wordt ingegaan op onderzoek uit 2007, uitgevoerd door InContact, naar de werkelijke kosten van personeelsverloop in contactcenters. Veel kosten blijven in de dagelijkse praktijk verborgen. In het artikel staan ook tips om zicht en vast te krijgen op deze kosten.

Vidal, R. en McConnell, M. True cost of attrition, 2008 – InContact

Oracle Global Insights on Succeeding in the Customer Experience Era

Oracle Global Insights on Succeeding in the Customer Experience Era

Oracle surveyed more than 1,300 senior executives across 18 countries in North America, Latin America, Europe, and Asia Pacific to assess:

• The financial impact of the customer experience

• The challenges businesses face delivering great customer experiences

• The types of programs and initiatives that have been most effective in delivering results

• Where businesses are investing to improve the customer experience

February 4, 2013

Oracle_Global Insights on Succeeding in the Customer Experience Era