Our mission in the CCO Forum is "How do we stop doing dumb things to our customers and people? Find out more.
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Gary Ransom explores a common and mistaken reaction to problems in a customer facing operational environment and explains why, if you donít know whatís really causing your problems, the answer is unlikely to be found by counting contact reasons harder.
"Are you drowning in customer feedback and metrics?" including the 2008 Fast+Simple Survey and in conjunction with the Professional Planning Forum. Draft publication for the PPF conference
The right customer service metrics are fundamentally a ratio between how much real value you can create and how little time, cost or transactions you need to create that value.
Prepared for a C&W CCS telecoms managers meeting this presentation demonstrates how to save money through Skyline demand management and how to identify where to apply technology in operational processes.
This article uses the analogy of fire prevention being better than fire fighting. It explores the relationship between contact rates, first contact resolution, customer satisfaction and voice of the customer. Drawing on the 2006 annual Fast+Simple research, it was first published in Customer Management magazine in March 2006.
This paper includes a dozen skylines by industry. We have a great deal of research about contact rates which cannot be incorporated in the report. Contact Peter Massey on +44 7802 793515 or contact us if you would like to discuss your contact rates
It does what it says on the tin ! Written by our China based colleague Tony Bruno. Also take a look at www.planningforum.co.uk if you're searching for MI