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Contact Centre, Operations and Performance Management (30)
People, Organisation and Leadership (26)
Customer Feedback and Action (18)
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Latest Budd whitepaper:
Budd's latest whitepaper explores the theme of "it's raining projects" from a customer-oriented perspective and provides advice on how to implement organisational change - and be successful in the process.
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Latest Budd whitepaper:
January 2010
Budd's latest whitepaper explores the theme of "it's raining projects" from a customer-oriented perspective and provides advice on how to implement organisational change - and be successful in the process.
Understanding the causal link between employee behaviour and customer behaviour can yield fast paybacks
November 2009
Budd’s latest whitepaper discusses the importance of understanding the causal link between employee behaviour and customer behaviour, alongside your implementing 21st century technology.
The silent majority have valuable performance information you need to know
October 2009
Budd’s latest whitepaper 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 complaints.
RAC team win the prestigious Aviva Cup - with a little help from Budd
October 2009
Working with Budd, RAC have set up and run successfully the practical processes that were originally developed in Amazon and written about in the book "The Best service Is No Service".
Why counting harder, isn’t the answer
September 2009
Budd’s latest whitepaper explores common and mistaken reactions to problems in a customer facing operational environment and explains why, if you don’t know what’s really causing the problems, the answer is unlikely to be found by counting harder.
A contact centre wiki designed by a front-line agent contributes to both customer and agent satisfaction
July 2009
Budd’s latest whitepaper 'How useful is a Wiki?’ demonstrates that front line agents are the right type of people to involve in setting up user-friendly wiki sites that prove a hit with contact centre colleagues.
CustomerThink CRM Olympian gold medals
September 2008
What if there was a CRM Olympics? Who would win the CRM gold medals. Who would be the CRM Olympians?
NHS pledge to deliver better patient experiences
September 2008
The NHS in the East of England (EoE) is rising to the challenges set out by Lord Darzi to deliver year on year improvements in patient experience. Peter Massey provided a view of what they could learn from the private sector.