Getting started with realtime speech analytics

Spraakanalyse is er op gericht de ongestructureerde informatie uit telefoongesprekken te registreren en te analyseren. Wanneer deze informatie wordt gecombineerd met gestructureerde (meta)data over agents, callvolumes, CRM-data, et cetera, dan biedt spraakanalyse een schat aan informatie. Bevat tevens een case study over Santander. Publicatie van CallMiner, gepubliceerd januari 2014. Call miner whitepaper

Who cares? Moving towards a total customer care experience in 2020

Dit rapport van Shopping2020 is de weerslag van een breed onderzoek van customer care in een business-to-consumer (B2C) omgeving. De scope van customer care in dit onderzoek wordt gedefinieerd door de zes elementen van Bonsing (2013):

1 Customer service
2 Follow-up
3 Seek and share, social community
4 Review options (product/service)
5 Customer in the driver’s seat
6 Additional services

Het rapport gaat in op de ontstaansgeschiedenis van customer care en op factoren die het retail landschap de komende tijd gaan bepalen. 140115 Shopping2020 – Who Cares Customer Care Final – web

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

Does working from home work? Evidence from a Chinese experiment (onderzoek)

Does working from home work? Evidence from a Chinese experiment (onderzoek)

Call center employees who volunteered to WFH were randomly assigned to work from home or in the office for 9 months. Home working led to a 13% performance increase, of which about 9% was from  working more minutes per shift (fewer breaks and sick-days) and 4% from more calls per minute (attributed to a quieter working environment). Home workers also reported improved work satisfaction and experienced less turnover, but their promotion rate conditional on performance fell. Due

Bloom, N., Liang, J., Roberts J. en Ying, Z. J. NBER Working Paper No. 18871. (WFH en performance) 2013, http://www.nber.org/papers/w18871

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

Mastering meaningfull connections (onderzoek)

Mastering meaningfull connections (onderzoek)

Nieuwe inzichten in bewuste en onbewuste klantbeleving – Medio 2010 hebben zes organisaties – ABN AMRO, AEGON, Nuon, VGZ, UWV en Ziggo – besloten mee te doen aan een grootschalig onderzoeksproject van The Customer Connection. Dit onderzoek – dat de naam Mastering Meaningful Customer Connections heeft meegekregen – richt zich op de vraag hoe organisaties langs de weg van klantbeleving tot een duurzame verbinding met klanten kunnen komen. Het onderzoek duurt in totaal drie jaar en wordt begeleid vanuit de Universiteit Twente en de Erasmus Universiteit. Coordinatie: Harald Pol, managing director van The Customer Connection. Informatie over MMCC maart 2013