Articles

Web 2.0 and Telcos: not quite there yet

This year's London BPO forum at the London Business School was the opportunity to learn from large telcos and how much Social Networking/Web 2.0 made it into their agendas. Emmanuel Seigner from Fanshake.com, a new destination for music fans, challenged the big 'corporates'.

Creating a good relationship with Business Partners

A 2-day Call Center Outsourcing Conference in Cambridge left me with 'mixed feelings'; I couldn't stop thinking how poor the thought leadership is amongst our Customer care community, why is that?

How Customers Can Take Their Satisfaction Into Their Own Hands

An amazing 50% of all consumer complaints could be avoided if customers aligned their expectations with the company's value proposition. So how can you make sure you are choosing the company that is right for you before it is too late?

The Customer wants what?

The customer is king! So we are led to believe. However, more often than not, customers are made to feel like some kind of annoying parasite and difficult to get rid of. Are we truly that demanding or are companies just not getting it?

Who can help the customer?

It is a fact that First Call Resolution (FCR) is the single most important metric within a customer service organisation. Maximised FCR rates will drive cost to serve as well as customer satisfaction to highly competitive levels and ultimately provide a shift from cost to profit centre.

Read more: Who can help the customer?
Written by Nathalie Fréchet