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This white paper has been produced for the Call Centre Helper webinar of the same name, sponsored by NewVoiceMedia.
An article about how an employee can take simple steps to progress their development and help their boss to understand what they do.
This article overviews "Best Service Is No Service" structures and puts "knowledge sharing" into context.
Tony Weimer discusses how the development of social media has provided a new platform for the crowd to be heard and is challenging traditional business models.
Tony Weimer looks at giffgaff, a mobile network run by its customers, and how their business model is predicated on crowdsourcing and crowdservicing as a fundamental part of the strategy.
Ian Morton tackles the thorny issue of how to deliver quality service to citizens cost effectively, discussing how Government can deliver effective service at a realistic cost.
Sue Cooke helps you think through contact centre growth and the pitfalls of dividing FTE into ‘Sales’ or ‘Service’.
Ian Mapp examines the organisational urge to be ‘seen to be doing something’ about social media - especially when it negatively impacts the company.
Ian Morton discusses how many companies are failing to prioritise and drive their business change programmes based on what their customers really experience. He provides guidance for improvement and clear action steps to help you get there.
In this paper given at the PPF Annual Conference, Peter Massey looks at how two major applications of social media are changing traditional contact and contact centres.