There seems to be a homely maxim for every occasion, often with seemingly conflicting advice. Take these two, for example – “two heads are better than one” and “too many cooks spoil the broth”. One encourages the idea of involving more people in solving a problem and the other less. In fact, we even have […]
Change is a constant – it’s one of the fundamental truths about being in business – and for some it’s even considered an occupational hazard that comes without the aid of a safety net or danger money! Companies use projects to help them manage change. Too often, however, ‘it’s raining projects’ across the company, meaning […]
In this article, Susan Caesar, a consultant at Budd, discusses the importance of understanding the causal link between employee behaviour and customer behaviour. Case study findings show that having great agents who listen to customers in order to determine appropriate interventions in real-time can deliver equivalent business outcomes to that of more strategic change programmes […]
In this article, Ian Mapp, a consultant at Budd, discusses how companies are failing to build valuable relationships with the silent majority of their loyal customers because they focus too narrowly on customer complaint management and not on understanding and eliminating the causes that lie behind the complaints; thereby improving satisfaction and reducing costs. All […]
Recently, whilst working within a financial institution an interesting scenario came to light. There was no formal knowledge management system for front line staff. Some agents had manuals that were up to twelve years old, some had produced their own note books and most just asked each other questions. The result was information chaos for […]
Budd’s passion is “How do we stop doing dumb things to our customers and our people?”. Through years of practical experience, research and experimentation in several countries we have developed world class processes to do this. They are based on the simple fact that your customers and your front line staff have most of the […]
‘Moving to action as a need or desire’ – can anyone guess which word this sentence defines? Yes it is motivation – everyone knows the word, but time and again leaders and managers fail to get to grips with the concept. Please log in or register an account to download this article.
Given our passion is “how do we stop doing dumb things to our customers and our people?” you won’t be surprised at Peter’s top tips. Please log in or register an account to download this article.
Speech recognition software has been around for many years but only in the last decade have commercial-strength applications been developed. Nowadays there are many applications in the customer service world which can be classified as: Applications such as biometric security, natural language IVR, situation intervention and guided scripting that are used ‘in call’. Speech analytics […]