Outsourcing is here to stay

Outsourcen van klantcontact – als het goed gebeurt, merken uw klanten er niets van. Of ligt dat anders? Wat zet u op het spel
wanneer u de zorg voor al uw klanten uitbesteedt aan een dienstverlener? Over afwegingen, risico’s, verborgen kosten en cultuur. Verschenen in CCM 2009-12 CCM 2009-12 Outsourcing is here to stay

 

Top Ways to Improve Contact Center Performance

Recent onderzoek heeft aangetoond dat er een positieve relatie bestaat tussen de implementatie van geavanceerde technologie in contact centers en toegenomen klanttevredenheid. Verbeterde call handling kunnen de gemiddelde wachttijd met 12 tot 43 procent reduceren en het aantal calls per uur per agent steeg met 6 tot 18 procent. Selfservice draagt ook bij aan klanttevredenheid. In dit white paper legt Cisco uit hoe contact center productiviteit verbeterd kan worden.

White paper van Cisco, 2013 top ways to improve contact center performance

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

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

Multitasking as a predictor of call center agents’ performance (onderzoek)

Doing It All At Once: Multitasking as a predictor of call center agents’ performance and performance-based dismissal (Onderzoek)

Multitasking has become an important skill in many jobs. Still, the predictive validity of jobapplicants’ multitasking abilities has rarely been tested empirically. The current study focuses on the multitasking ability of call center applicants. Results from a Dutch call center show that applicants’ multitasking ability as assessed during personnel selection indeed predicts their later job performance as call center agents as well as their likelihood of losing their job for poor performance. While some of these relationships could be explained via applicants’ fluid intelligence, results also support the usefulness of including measures of multitasking ability in the current selection procedure.

Horst, A. C. van der, Klehe, U.C. en Leeuwen, L. van. Doing it all at once. Multitasking as a predictor of call center agents’ performance. International Journal of selection and assessment, Volume 20 Number 4, 2012, Blackwell Publishing Ltd

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