Jul 31, 2014
A few decades ago, bank managers and storekeepers used to know their individual customers’ shopping or banking behaviour, preferences and needs intimately enough to provide them with personalised advice, recommendations and service that encouraged customer loyalty....
Jul 29, 2014
Marketing professionals are forever being swamped with snazzy new buzzwords and trends that are poised to transform marketing practices. This is especially true when it comes to CRM, which evolves and innovates at an alarmingly fast pace. It is difficult, as a result,...
Jul 3, 2014
There’s a gas explosion at your main manufacturing plant: lives are at risk and production is likely to be affected. Your call centre has been hit by an outbreak of food poisoning after a team party and is running at 20% capacity. Your products are contaminated and...
Jul 2, 2014
Social media platforms like Facebook and Twitter are becoming a popular communication trend in business. Unfortunately, the trend sometimes comes with unforeseen ethical problems for the business. One bad tweet could end up hurting your sales, your image and your...
Jun 26, 2014
There is a big difference between answers and resolutions, especially when it comes to customer support. Is serving up pages upon pages of search results on a web page for your customer or agents to scroll through really providing an answer? Sometimes an answer isn’t...
May 28, 2014
Post-call surveys are an essential part of the call centre manager’s toolkit – but, asks Bruce von Maltitz of 1Stream, can companies trust what the surveys are telling them? “Based on after-call surveys, many companies are far too complacent about how well...
