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Contact Centre, Operations and Performance Management (30)
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Customer Feedback and Action (18)
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Customer Demand Management Articles
The Best Service is No Service Minibook
February 2008
If you're passionate about customer service, want to challenge the customer demand cycle but need to get the customer message across in your organisation, you need the Budd Minibook.
From Knowledge Base to Knowledge Sharing: Wikis in the Contact Center
August 2007
Wikis have a major role to play to support front line agents, and leading companies are finding that non-linear collaboration brings benefits to the enterprise, its agents, and its customers, along with increased energy for resolving customer issues. This article provides examples of recent developments and a case study.
21st century metrics presentation
February 2007
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.
Skyline - a short introduction
March 2006
Organisations using Skyline know that demand management and good customer experiences do not conflict with each other. Reducing costs by 20% per year, increasing revenues and still delivering great experiences for staff and customers are the norm!
21st Century Metrics - Fiddling whilst Rome burns?
March 2006
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.
The 2006 Annual Fast+Simple Survey including 100 things you can learn about 21st century metrics
January 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