Customer Satisfaction Surveys & Mystery Shopping - Call Centre & Customer Management 365

PhotoBox Deploys RightNow Chat, Listens to Customers and Makes Key Improvements
PhotoBox’s recent Live Chat deployment with RightNow Technologies has helped the personal publishing and photo printing website clear some confusion with customers creating photo books for the first time.

Customer Complaints
Dissatisfaction rife in the utility market regarding customer complaints.

Customer Loyalty – Helping Call Centres Survive the Recession
During the financial downturn, contact centres need to do more than just make a sale - instead they need to retain that sale and achieve customer loyalty in order to survive.

Customer Service – Concerns about the Quality of Customer Service
According to Watchdog, the standard of customer service from contact centres is actually worsening and this is obviously a cause for concern because having well respected and maintained customer service channels is central to a business’ success.

Unified Communications – A Positive Impact on Contact Centres
According to a recent study, Unified Communications is perceived as a huge benefit to the contact centre industry.

Leading Hotels Embrace IVR Technology in 2009
The use of technology is central to improving the efficiency of any business and hotels are one of main types of businesses that can benefit from interactive voice response (IVR) technology. A leading hotel chain has begun to embrace IVR technology in 2009.

Contact Centre Solutions – Call Centres in Pacific-Asia in Choppy Waters
According to a report from solutions company, Avaya, many customers of contact centres in Asia-Pacific were deeply unsatisfied with the level of service they received recently. Call centres are turning to contact centre solutions providers to help retain their client base

Change Management – Customers want more understanding from call centres
The things that customers want when it comes to call centre interactions are fairly rudimentary but many feel that they aren't receiving them. Change management is central to providing customers the sort of flexibility and understanding that contact centre customers crave.

Offshoring – Customer Relations Damaged by Call Centre Offshoring
It is somewhat of a balancing act for businesses when it comes to the offshoring of their operations because, whilst it is inevitably cheaper to offshore call centres, it is often at the cost of customer loyalty because many customers are irritated by offshoring practices.

Customer Insight – Treating Customers Fairly
Financial services firms are making progress, but there's still some way to go to meet the FSA's Treating Customers Fairly criteria.

Swinton increase Recruitment in Face of Credit Crunch
Swinton are one of the UK’s most recognisable insurance firms and they have decided to step up their recruitment drive despite the current economic slump. Swinton recently expanded their recruitment opportunities in the town of Halifax

Call Centres turn to Acting to Improve Training Practices
There are unquestionably many different ways to train call centre staff and agents will invariably react differently to the various training methods. One company has certainly gone that extra mile, however, with their training methods.

Speech Recognition Technology for Blood Donors
Speech recognition technology has been embraced by The National Blood Service.

Helpdesks – Offshore Providers of Helpdesks not up to Scratch
Obviously, most types of industry will need helpdesks set up to deal with their customer’s queries and complaints but recent findings have revealed that helpdesks set up offshore are not meeting the expectations of customers on a number of levels

Customer Satisfaction Surveys – What Customers Really Want
Customer satisfaction is crucial for the contact centre sector, but our customer satisfaction surveys sufficient indicators?

Customer Service – World Wide Changes in Customer Service
The speed with which the modern world operates has bought about global changes so far as customer service are concerned. Obviously, the biggest single element in the changes witnessed in customer service is as a result of technological advances over the last few decades.

Customer Satisfaction – Surveys and Strategies
Customer surveys can be useful, but if you want to avoid mistakes and really understand how customer satisfaction works, take some tips from the experts

Contact Centre Solutions – Facing the Credit Crunch
Contact centre solutions are needed to help the industry cope with the demands of the global credit crunch.

Workforce Optimisation – Getting the Most from your Workforce
The rapidity with which technology improves within the call centre environment is often astounding and most call centres now realise the importance of workforce optimisation technology when it comes to providing the best service.

IVR Solutions Favoured New Report Says
IVR (interactive voice recognition) is being viewed more favourably according to a new report.

Telemarketing – A Time to Integrate
A study by Eloqua reveals how crucial ROI is in integrated marketing, but many contact centres and companies are not equipped to measure the results.

Customer Loyalty – Call Centres Awaits Results of Customer Satisfaction Survey
The issue of customer loyalty is a very pressing one within the telecommunications and contact centre industry. As such, call centres across the UK are awaiting the release of the results of a customer satisfaction survey.

CRM – Research Points to Importance of CRM Tools in Call Centres
There really are many different elements which have combined to facilitate the resurgence of CRM equipment in the call centre environment but two factors can be said to have played a more imperative role than the others in promoting CRM technology.

Business Intelligence – Contact Centres Not Integrating BI
Business intelligence (BI) is an integral part of the successful operation of any contact centre but recent research suggests that many call centres are struggling to integrate business intelligence into their workplace.

Customer Satisfaction Survey Targets Home Phone Providers
Customer satisfaction with home phone providers, particularly BT, has crashed according to a recent customer satisfaction survey.

Customer Satisfaction Surveys - Mobile Phone Providers Not Impressing Mystery Shoppers
One of the best means by which to assess the performance of contact centres and customer service providers is through the process of customer satisfaction surveys or by utilising mystery shoppers.