Loyalty Fatigue: Big brands are missing out on consumer aspirationsArticle by David Grant, joint MD, The Infinite Ideas Company … [Read more...] about Loyalty Fatigue: Big brands are missing out on consumer aspirations
Managing call centre information - giving agents the whole pictureCRM alone is not enough to run an efficient call centre. Technology such as Business Process Management (BPM) can provide the framework to integrate technology with the people element within an organisation. Article by Pete Dinham, global solutions director at BancTec. … [Read more...] about Managing call centre information – giving agents the whole picture
Is CRM Responsible for the Death of the Salesman?Article by Guy Tweedale, Northern European Managing Director for Saratoga Systems. … [Read more...] about Is CRM Responsible for the Death of the Salesman?
Incoming! Making Every Customer Contact a Precious EventBig brands in the Fast Moving Consumer Goods (FMCG) industry are constantly in contact with customers. So when contact becomes a process driven transaction, what happens to the customer¹s experience of the brand and the values it represents? Article by Laurin McDonald, Managing Director of Sitel UK. … [Read more...] about Incoming! Making Every Customer Contact a Precious Event
Who do you think you are: voice recognition in the call centreEven organisations with impeccable security credentials know that they are not immune to identity fraud. A security breach at one organisation can quickly ripple out and cause chaos in another, severely damaging customer relations. Albert Selzer, MD, Spescom UK explains how biometric voice recognition technology can reduce the incidence of identity fraud and add competitive advantage to organisations that use it. … [Read more...] about Who do you think you are: voice recognition in the call centre