Jan 9, 2015
Queue management is a critical component of customer service delivery, particularly as customer expectations increase along with the pace of life. In addition to that, organisations need to be able to monitor and track speed of delivery to ensure continuous...
Jan 6, 2015
The competitive arena is evolving on a second-by-second basis and no company is free from the effect of commercial rivalry, writes Gerda Christoch, director of Orbis Software SA. Indeed, as customer relationship management (CRM) professionals readily confess, the...
Dec 29, 2014
Two recent incidents, where customers have lashed back at well-known brands for bad customer service, have put the need for improved processes in the spotlight. Customers are no longer willing to accept sub-standard service and the proliferation of social media is...
Dec 8, 2014
The calendar had barely ticked over to October when the signs began appearing everywhere: Christmas was around the corner – and it seems to strike earlier every year – on the radio, television, in print ads, and in shops where retailers have already strung up the...
Dec 5, 2014
In today’s business environment, companies do not have the luxury to employ people for the sole reason of answering phones and relaying information about flight schedules, an order status, appointments, bank balances, and other time critical events and activities....
Dec 1, 2014
With the explosion and exponential growth of marketing technology, businesses are spending billions to acquire the tools and capabilities to better connect with and service their customers, says Scott Cundill, founder of Majestic3.com. This has been confirmed by...
