BUSINESS INTELLIGENCE YOU NEED TO DEVLIVER EXCEPTIONAL CUSTOMER EXPERIENCE
|
|
- Dennis Logan
- 8 years ago
- Views:
Transcription
1 BUSINESS INTELLIGENCE YOU NEED TO DEVLIVER EXCEPTIONAL CUSTOMER EXPERIENCE Fifth Quadrant has launched a new market research subscription for the Customer Experience and Contact Centre industries. Combining the latest data from consumers and businesses, with infographics and expert commentary, these reports help you: Monitor market trends as they develop Compare your company s performance to industry and competitor performance Make effective strategic and operational decisions Improve customer experience outcomes for your organisation Reports are published on a monthly and quarterly basis. The data in the Customer Experience and Contact Centre reports are derived from both consumer and industry primary research conducted directly by Fifth Quadrant, across multiple countries including Australia, New Zealand, Asia and North America and analysed by Fifth Quadrant Data Scientists.
2 Customer Experience Market Reports 1. Emerging Customer Channel Report: Social Media, Web Chat and Smartphone Apps This report explores the evolution of Social Media, Web Chat and Smartphone Apps as customer service channels. The report presents: Current consumer usage and attitudinal trends regarding these three emerging channels Current and future implementation plans of Social Media, Web Chat and Smartphone Apps for customer service enquiries among organisations 2. Customer Experience Self-Service Report This report sets out the results of a research study amongst Australian consumers and organisations and explores the growth in the use of self-service channels for customer interactions. The report presents: Current consumer usage and attitudinal trends regarding self-service channels Organisations current and future implementation plans for self- service contact channels for customer service 3. Customer Experience Strategy Report This report sets out the findings of a research programme that investigated the link between organisations with a more advanced customer experience strategy and higher levels of business performance. The report presents: An assessment of the characteristics of organisations with Customer-centric business models A Customer Experience strategy model and roadmap to help organisations navigate their way through the process of developing an enterprise-wide strategy Provides in depth 4. Data Analytics & Big Data for Customer Experience Design Report This report sets out the key practices of Australian organisations that will help inform how Data Analytics and Big Data can be effectively leveraged for improving customer experience outcomes. Specifically this report includes: Key business benefits derived from Big Data The analytical tools, methodologies for analysing Big Data The areas of the business that use Big Data The challenges posed by Big Data How organisations resource their Big Data requirements The future Big Data strategies and initiatives including technology, resourcing and organisational models 5. Knowledge Management for Customer Experience Report This report examines the business of Knowledge management (KM) and the significant challenges for organisations as they seek to collate, manage and synthesise vast amounts of information and provide access to pertinent information in an effective manner. This report includes: The identification drivers for KM strategy The perceived business value of KM The current status of existing/proposed KM strategies The importance of KM relative to other initiatives
3 6. Future Workplace Report Flexible Working and Internal Collaboration Report This report examines the growth of social and mobile connectivity and how they are impacting the way the customer experience and service operations are resourced and managed. This contents of this report include: The growing importance of organisational collaboration tools The challenges organisations experience in managing the new, mobile and social enabled workforce The prevalence of Bring Your Own Device (BYOD) technology models with customer service operations The current and forecast implementation of remote and virtual agent operating models 7. Customer Co-creation for Customer Experience Design Report This report provides an assessment of co-creation as a tool and process and how it is currently being used by organisations to design and enhance customer experiences. Specifically this report covers: Definitions and techniques for Customer Co-creation The role of Customer Co-creation within organisations and customer experience design Challenges experienced whilst utilising Customer Co-creation The attitude and behaviours of consumers with regard to co-creation initiatives from organisations Contact Centre Benchmark Reports 1. Contact Centre Technology Report This report is an essential reference for all those involved in the procurement, sales, management and use of IT systems in a contact centre environment. This report contains extensive data and information on the use of technology in contact centres, branch and back office operations. The contents of this report includes: Current technology implementation Planned technology investment Technology strategy CPE, Hosted and Cloud implementation 2. Contact Centre Human Resources Report This report presents the key Human Resource Management trends and challenges are in the contact centre industry. The specific areas covered in this report are: Human Resource Management Strategies Human Resources Management Challenges Contact Centre Resourcing Profile Base Salaries Remuneration and Agent Retention Additional Packages and Benefits Training and Career Development Staff Retention and Attrition Teleworking
4 3. Contact Centre Strategy Report This report explores the many challenges facing the contact centre industry and the strategic initiatives planned to overcome them. It provides an assessment of overall contact centre strategies as well as specific strategies relating to Human Resources, Technology, Customer Experience and Performance Management. Key topics covered include: Overall Strategic Objectives and Future Trends Customer Experience Strategy Complaints Handling Strategy Revenue Generation Strategy Human Resources Strategy Key Performance Indicators Strategy Technology Strategy Outsourcing Business Continuity and Disaster Recovery 4. Contact Centre Industry Profile Report This report profiles the contact centre industry in Australia and New Zealand. Key topics covered in this report include industry size, outsourcing initiatives and contact centre operating budgets amongst others. Specific contents of this report include: Market Size Contact Volumes Primary Work Activities Inbound and Outbound Centres Operating Hours Finance and Budgets Contact Handling 5. Contact Centre Key Performance Metrics Report This report examines revenue generation activities across multiple channels and explores the key revenue generation challenges the industry will face. In addition, this report reviews how organisations measure contact centre performance including Quality Assurance and Key Performance Indicators used. The contents of this report include: Key Performance Indicators Performance Management Challenges and Strategies Rewards and Recognition Strategies Customer Experience Challenges Measuring Customer Experience Customer Experience Performance Benchmarks Customer Experience Budget Strategies for Improving Customer Experience Complaint Handling Revenue Generation 6. Workforce Management Report This report contains extensive data and information about strategies, policies, processes, KPIs and technologies in the context of Workforce Management. Specifically this report covers: Roles and Responsibilities Human Resources Workforce Management Training Organisational Relationships Technology Forecasting Scheduling Intra-Day Management Key Performance Indicators Benefits of Workforce Management Workforce Management Challenges
5 7. Quality Assurance Market Report The report contains data and information on strategies, policies, processes, KPIs and technologies related to Quality Assurance (QA) covering contact centres, branch and back office operations. This report covers: QA Program objectives Benefits of QA Organisational structure and responsibilities QA team training QA technology elearning QA processes Pricing Information Customer Experience and Contact Centre Benchmark Reports 14 reports per year Price $6,000 Customer Experience Market Reports Only 7 reports per year Price $3,000 Fifth Quadrant Pty Limited Northpoint, Level 11, 100 Miller Street, North Sydney, NSW 2060, Australia Tel: info@fifthquadrant.com.au Copyright 2013 Fifth Quadrant Pty Limited Contact Centre Benchmark Reports Only 7 reports per year Price $3,000
Service Strategy Maturity: A Model for Business Performance
Service Strategy Maturity: A Model for Business Performance A White Paper Written by callcentres.net Commissioned by IBM Published: June 2011 Contents 1. Introduction... 1 2. Executive Summary... 2 3.
More informationFIFTH QUADRANT CREDENTIALS DOCUMENT
FIFTH QUADRANT CREDENTIALS DOCUMENT WHO WE ARE Management consultants Researchers Analysts Educators Established in 1998, Fifth Quadrant Pty Ltd is a Customer Experience Strategy, Design and Research company.
More informationDevelopment and Training Programme: Workforce Management
Development and Training Programme: Workforce Management Contact Details Name: Registered office address: Northpoint Level 11, 100 Miller Street North Sydney NSW 2060 Australia Australian Company Number:
More informationCONSULTING SERVICES CREDENTIALS DOCUMENT
Our Company Fifth Quadrant is a Service Strategy and Research Consultancy focusing on voice, face-to-face, online, correspondence and social media service channels. Fifth Quadrant callcentres.net is our
More informationNEC Contact Centres (Genesys)
Customisable and scalable solutions with enhanced functionality NEC Contact Centres (Genesys) On-premise or Cloud Solutions NEC Australia nec.com.au NEC supports more than 10,000 Genesys-based agent seats
More informationCustomer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs
Customer contact solutions from Genesys and IBM: Improve your customers experience and reduce costs Highlights Integrated contact centre solutions that help identify, acquire, develop and retain high
More informationQuality Monitoring and Assurance
Development and Training Programme: Quality Monitoring and Assurance July 2011 Contact Details Name: Registered office address: Fifth Quadrant Pty Ltd Northpoint Level 11, 100 Miller Street North Sydney
More informationQuality Monitoring and Assurance
Development and Training Programme: Quality Monitoring and Assurance Contact Details Name: Registered office address: Northpoint Level 11, 100 Miller Street North Sydney NSW 2060 Australia Australian Company
More informationHelping our clients win in the changing world of work:
Helping our clients win in the changing world of work: Recruitment Process: Why Outsource? A Manpower Insights Paper The future of RPO looks strong despite or perhaps aided by the current global recession.
More informationTECHNOLOGY SALARY & EMPLOYMENT. technology FORECAST
FORECAST TECHNOLOGY ENCYCONSTRUCTIONDIGITALENGINEERINGFINANCEFINANCIALSERVICESHOSPITALITY&LEISU ANRESOURCESLEGALMANUFACTURINGMARKETINGMINING&RESOURCESOIL&GASPROCURE PROPERTYRETAILSALESSUPPLYCHAIN&LOGISTICSTECHNOLOGYAGENCYCONSTRUCTIONDIG
More informationCustomerEngage. The Heart and Mind of Customer Experience Measurement
CustomerEngage The Heart and Mind of Customer Experience Measurement Contact Details Name: Registered office address: Fifth Quadrant Pty Ltd Northpoint Level 11, 100 Miller Street North Sydney NSW 2060
More informationline of communication
TE-OF-THE-ART State-of-the-art COMMUNICATION line of communication OUR between BUSINESS your business AND and your YOUR clients. C A MULTI A multi-award AWARD winning, WINNING HIGH high TECHNOLOGY, technology,
More informationIntelligent Contact Management with. Flexible cloud services from VoltDelta. Contact centre Self service Customer insight
R Intelligent Contact Management with Flexible cloud services from VoltDelta >> >> >> Contact centre Self service Customer insight Contact centre out of the cloud Intelligently manage every contact channel
More informationDesigning Mobile Apps: A Roadmap for Businesses
Designing Mobile Apps: A Roadmap for Businesses JAMES DELLOW PUBLISHED BY Designing Mobile Apps: A Roadmap for Businesses is published by Ark Group UK/EUROPE OFFICE Ark Conferences Ltd Paulton House 8
More informationContractor 2702. Consultant Providing qualified leads for clients to improve growth of small to medium enterprises.
To work with growing organisations utilising my extensive strategic, general business and human resources management experience to improve the profitability of small to medium enterprises. Areas of Expertise:
More informationContact Centre Supervisor
Development and Training Programme: Contact Centre Supervisor July 2011 Contact Details Name: Registered office address: Fifth Quadrant Pty Ltd Northpoint Level 11, 100 Miller Street North Sydney NSW 2060
More informationMaximise your Talent Options
Maximise your Talent Options A specialist division of Recruitment Your business support HR Consulting and professional HR Products recruitment Workplace specialists Relations Apprenticeships Part of something
More informationBruce Allison. Steve Moran
Bruce Allison Steve Moran ASK A QUESTION POST A COMMENT SUBMIT TECHNICAL QUERIES SHARE YOUR TIPS PROVIDE FEEDBACK DIAL IN AND LISTEN VIA YOUR TELEPHONE! 1800 896 323 81178679# Virtual Desktops A simple,
More information6 numero 2011. Six ways to improve the customer s experience. White paper. Findings of independent research commissioned by numero. do the right thing
do the right thing White paper Findings of independent research commissioned by numero Six ways to improve the customer s experience 6 numero 2011 From the numero white paper series on achieving world-class
More informationContents. Apps for utilities 3. Mobility Drivers 4. The New Mobile Worker Vision 6. Mobility challenges 8. Approaching Mobility 9.
Transform business operations, workforce management and customer engagement by creating the mobile tools that provide employees, third parties and customers with what they need. White paper prepared by
More informationHow Qantas Freight Transformed Customer Experience Using Mobile Technologies
IBM Australia Case Study How Qantas Freight Transformed Customer Experience Using Mobile Technologies Synopsis: Qantas Freight cuts terminal processing time and introduces industry leading self-service
More informationRecruitment forecasting. Employer branding. Sourcing strategies. Selection processes. Assessment methodologies. On boarding of new hires
hudson RPO ASIA pacific Recruitment Process Outsourcing Hudson RPO Asia Pacific is proud to be the winner of a number of industry rated awards including: HRO Today s Global Baker s Dozen List, 2010, 2011
More informationCUSTOMER SERVICE ACCELERATOR
CUSTOMER SERVICE ACCELERATOR DELIVER A RICHER EXPERIENCE ACROSS ALL CHANNELS DELIVER A RICHER EXPERIENCE ACROSS ALL CHANNELS Deliver Superior Customer Service Reduce Costs Enhance Customer Relationships
More informationService Leaders Development and Training Programmes
Service Leaders Development and Training Programmes Contact Details Name: Registered office address: Fifth Quadrant Pty Ltd Northpoint Level 11, 100 Miller Street North Sydney NSW 2060 Australia Australian
More informationBusiness Continuity in the Information Age. Anita Gover Manager, Technology Solutions
Business Continuity in the Information Age Anita Gover Manager, Technology Solutions Australasian Business Continuity Summit 2014 Key Themes Technology in Society Technology in Business Technology in Business
More informationFNS41110 Certificate IV in Financial Markets Operations
FNS41110 Certificate IV in Financial Markets Operations Introduction to Financial Markets Financial Education Professionals PTY LTD Tel: +61 2 9252 7437 Registered Training Organisation (90725) Email:
More information2016 ASIA PACIFIC HIGH TECH TOTAL REMUNERATION DATABASE
HEALTH WEALTH CAREER 2016 ASIA PACIFIC HIGH TECH TOTAL REMUNERATION DATABASE THE LEADING SOURCE OF COMPETITIVE PAY INFORMATION FOR THE HIGH TECH INDUSTRY WWW.IMERCER.COM/TRD 2 WANT TO UPGRADE YOUR COMPENSATION
More informationwe re all about you ABOUT US
HR Consulting Executive and Executive Recruitment and Recruitment HR Consulting ABOUT US Quinton Anthony s point of difference is their ability to intimately understand our business and objectives, enabling
More informationManager HR Systems and Analytics
Manager HR Systems and Analytics Human Resources Group, Shared Services Branch The Manager HR Systems and Analytics is responsible for managing all HR systems including the development and the implementation
More informationSalmat Customer Engagement Solutions
Salmat Customer Engagement Solutions The leader in multi-channel communication solutions 5.2 billion direct mail 130 17 million Lasoo visits 1 billion email million voice & automated interactions 168 million
More informationCREATING A BRILLIANT DIGITAL FUTURE
CREATING A BRILLIANT DIGITAL FUTURE TELSTRA S DIGITAL EVOLUTION Telstra is evolving into a highly digital organisation. Through a process of automation, virtualisation, integration and mobilisation we
More informationCloud Call Centre. itouch Vision. This document gives an overview of the cloud call Centre and discusses the different features and functionality.
itouch Vision Cloud Call Centre This document gives an overview of the cloud call Centre and discusses the different features and functionality. For further information, about implementation and pricing
More informationThe US Contact Center Decision-Makers Guide 2014
The US Contact Center Decision-Makers Guide 2014 EXECUTIVE SUMMARY produced for the membership of ABOUT THE REPORT The "US Contact Center Decision-Makers' Guide (2014-7 th edition)" is the major annual
More informationDeveloping A True Multi-Channel Contact Center
Developing A True Multi-Channel Contact Center Case Study Based Evidence Report Sponsored by: GoToAssist Report Prepared by: callcentres.net Pty Ltd (part of ACA Research Group) Published: November 2010
More informationThe Supply Chain Academy
Accenture Australia Point of View The Supply Chain Academy Transforming professionals and supply chains to help organisations achieve high performance An efficient and effective supply chain operation
More informationRecruitment Process Outsourcing Methodology Statement
Recruitment Process Outsourcing Methodology Statement Contents An Overview... 3 Steps To Success The Components of an Outsourced Recruitment Process... 4 Why Use RPO?... 6 Why Consult Group?... 8 About
More informationDeliver Superior Customer Service. Reduce Call Center and Back-Office Costs
Customer Service Accelerator NAVIGATE MULTIPLE SYSTEMS QUICKLY AND EASILY NAVIGATE MULTIPLE SYSTEMS QUICKLY AND EASILY Deliver Superior Customer Service Reduce Call Center and Back-Office Costs Enhance
More informationContents. Executive Summary 3 Market Report 4 About Greythorn 9 Contact us 9
Australian Technology Recruitment Job Seeker Market Report 2015-2016 Contents Executive Summary 3 Market Report 4 About Greythorn 9 Contact us 9 These survey results are recognised throughout the Australian
More informationPublishers Software Publications Pty Ltd (ABN 75 078 026 150)
Manage human This book supports BSBHRM501B Manage human in the Business Services Training Package. Veronica Ritchie, 2015 Author: Veronica Ritchie ISBN: 978-1-925291-02-5 Disclaimer All rights reserved.
More informationASIA S CUSTOMER EXPERIENCE MANAGEMENT LANDSCAPE 2015
Asia s Customer Experience Management Landscape 2015 1 ASIA S CUSTOMER EXPERIENCE MANAGEMENT LANDSCAPE 2015 Companies across Asia are waking up to the importance of providing consistent customer experiences,
More informationDevelopment and Training Programme: Sales Training
Development and Training Programme: Sales Training Contact Details Name: Registered office address: Northpoint Level 11, 100 Miller Street North Sydney NSW 2060 Australia Australian Company Number: 088
More informationThe metrics that matter
WHITE PAPER The metrics that matter How actionable analytics can transform field service management performance. www. Introduction The top strategic action for two-thirds of service organisations is to
More informationBEST PRACTICES RESEARCH
2013 Frost & Sullivan 1 We Accelerate Growth Customer Value Enhancement Award Customer Contact Mobility Applications North America, 2013 Frost & Sullivan s Global Research Platform Frost & Sullivan is
More informationThe New Rules of Workforce Management
The New Rules of Workforce Management What can today s Workforce Management solutions do for your contact center? Provide advanced functionality, including leave management, self-service, mobile features
More informationDesigning Mobile Apps: A Roadmap for Businesses
Designing Mobile Apps: A Roadmap for Businesses James Dellow Published by Designing Mobile Apps: A Roadmap for Businesses is published by Ark Group UK/EUROPE OFFICE Ark Conferences Ltd Paulton House 8
More informationManagement of Multi-OS Smart Devices Made Simple.
Singtel Business Product Factsheet Managed Mobile Device Defense Manager Services Management of Multi-OS Smart Devices Made Simple. A smart solution that enables companies to secure, control and manage
More informationINFORMATION MANAGEMENT STRATEGIC FRAMEWORK GENERAL NAT 11852-08.2004 OVERVIEW
GENERAL OVERVIEW NAT 11852-08.2004 SEGMENT FORMAT PRODUCT ID INFORMATION MANAGEMENT STRATEGIC FRAMEWORK In the context of the Information Management Strategic Framework, information is defined as: information
More informationPartnership prospectus
Partnership prospectus Why NextGen Government, why now? Ground breaking progress has been made in the approach to digital government over the last few years, which the new Digital Transformation Office
More informationOVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED. With Optus Contact Centre As a Service (CCaaS)
OVERVIEW OPTUS CONTACT CENTRE AS A SERVICE (CCaaS) CUSTOMER SERVICE, DELIVERED With Optus Contact Centre As a Service (CCaaS) CONTENTS ARE YOU READY FOR YOUR CUSTOMERS? 02 THERE S A BETTER WAY 02 HOW CCaaS
More informationINFORMATION & COMMUNICATIONS TECHNOLOGY
1 Professionals Australia Respect, recognition and reward INFORMATION & COMMUNICATIONS TECHNOLOGY PREPARED FOR MEMBERS WHAT S INSIDE: Current performance Future of jobs The outlook 2 Informer - Information
More information13 th Annual CRM & Contact Centre Awards
13 th Annual CRM & Contact Centre Awards Awards Briefing 12 th June 2012 (Tuesday) 1 0 Agenda CCAM Awards Program Introduction Awards Categories Corporate Award Category Individual Award Category Prestige
More informationFNS41110 Certificate IV in Financial Markets Operations. Introduction to Custody. Financial Education Professionals PTY LTD Tel: +61 2 9252 7437
FNS41110 Certificate IV in Financial Markets Operations Introduction to Custody Financial Education Professionals PTY LTD Tel: +61 2 9252 7437 Registered Training Organisation (90725) Email: enquiries@financialeducation.com.au
More informationExceed customer expectations
BT and Avaya Exceed customer expectations Customers expect easy access to your services wherever they are, at any time, through any device. Their expectations are high, but organisations need to be careful
More informationFinding your balance Top tips for successful HR delivery in multiple countries across Europe
Perspectives Finding your balance Top tips for successful HR delivery in multiple countries across Europe ...organisations are striving for a more standardised approach across all their business locations
More informationVMware Cloud Adoption Study
VMware Cloud Adoption Study Executive Summary May 2012 Contents About the research 3 Objectives 4 Overview 4 Key Findings 5 European enterprises to spend a third of IT budgets this year on cloud computing,
More informationAttraction and Retention Series A focus on people and business. Workforce planning toolkit: Models, frameworks and processes Resource document 2
Attraction and Retention Series A focus on people and business Workforce planning toolkit: Models, frameworks and processes Resource document 2 Issue 3 November 2008 Table of contents Introduction... 3
More informationLead Provider Framework Draft Scope. NHS England / 13/12/13 Gateway Ref: 00897
Lead Provider Framework Draft Scope NHS England / 13/12/13 Gateway Ref: 00897 1 Introduction The commissioning support lead provider framework is being developed in response to requests from CCGs for a
More information4net Technologies. Unified Communications
4net Technologies Unified Communications Unified Communications In a nutshell, Unified Communications is not a product but the simplification and integration of all forms of communications. By putting
More information2013 Graduate Outlook Survey
2013 Graduate Outlook Survey A Summary Report for Accounting and Finance employers Currently in its ninth year, the GOS has become a valuable source of information on graduate recruitment trends across
More informationDesigning Mobile Apps: A Roadmap for Businesses
Designing Mobile Apps: A Roadmap for Businesses James Dellow Published by Designing Mobile Apps: A Roadmap for Businesses is published by Ark Group UK/EUROPE OFFICE Ark Conferences Ltd Paulton House 8
More informationCUSTOMER EXPERIENCE DESIGN CUSTOMER EXPERIENCE DESIGN
02 03 FIFTH QUADRANT Established in 1998, Fifth Quadrant is a Management Consultancy and Analyst Organisation specialising in: METHODOLOGIES USED CUSTOMER EXPERIENCE STRATEGY CUSTOMER EXPERIENCE RESEARCH
More informationSolutions overview. Inspiring talent management. Solutions insight. Inspiring talent management
Solutions overview Inspiring talent management Solutions insight Inspiring talent management Inspiring talent management Intuitive technology that people love to use Lumesse is the only global company
More informationThe Australian Government & Technology
The Australian Government & Technology OmniChannel Media, July 2014 The numbers: 221 - Number of Australian Government departments and agencies 160k - Amount of employees in the Australian Public Service
More informationContact Center Solutions
OVERVIEW MITEL Contact Center Solutions Strengthen Customer Relationships While Protecting the Bottom Line Your contact center is the primary interface to your organization, for your most valuable asset
More informationEnterprise Communications Research 2013
Frost & Sullivan Enterprise Communications Research 2013 Analysis of the Australian Mobile Device Management (MDM) Market 2013 Disclaimer Frost & Sullivan takes no responsibility for any incorrect information
More informationEnabling the Mobile Enterprise: Don t fight it. Feature it.
EOH CIO CIO Connect Connect White Paper White Enabling the Paper Mobile Enterprise Enabling the Mobile Enterprise: Don t fight it. Feature it. By Alex Russell, EOH The Bring Your Own Device (BYOD) trend
More informationFinancial Services POINT OF VIEW CUSTOMER LOYALTY HOW TO RETAIN CLIENTS AND INFLUENCE PROFITS. AUTHOR Dieter Staib, Partner
Financial Services POINT OF VIEW CUSTOMER LOYALTY HOW TO RETAIN CLIENTS AND INFLUENCE PROFITS AUTHOR Dieter Staib, Partner 1. Introduction In recent years customer retention has been a low priority for
More informationCUSTOMER STRATEGY DRIVING SUSTAINABLE GROWTH THROUGH A CUSTOMER CENTRIC APPROACH
CUSTOMER STRATEGY DRIVING SUSTAINABLE GROWTH THROUGH A CUSTOMER CENTRIC APPROACH 1 Customer Strategy CUSTOMER STRATEGY With more connected global marketplaces, shortened product and service innovation
More informationOPEN STANDARDS BENCHMARKING MEASURE LIST
ABOUT APQC's The APQC Open Standards Benchmarking measure list concisely lists all of the measures currently available through APQC's benchmarking portal for its members. These measures are organized by
More informationThe US Contact Center Decision-Makers Guide 2013
The US Contact Center Decision-Makers Guide 2013 Summary of Findings ABOUT THE REPORT / DEFINITIONS ContactBabel is a contact centre industry analyst firm. Its major primary research programs hundreds
More informationProduct Sample: Knowledge Area Review of World Class Customer Retention
Product Sample: Knowledge Area Review of World Class Customer Retention PRODUCT SAMPLE: WORLD CLASS CUSTOMER RETENTION (total of 106 pages) Commercial research relevant to any organisation seeking to improve
More informationBuilding and Measuring Business Value:
Business White Paper Building and Measuring Business Value: Customer Satisfaction Surveys April 2008 Table of Contents 3 Introduction 3 The Need for Insight 3 The Right Measurement Tool 4 Survey Dimensions
More informationManagement of Multi-OS Smart Devices Made Simple.
Singtel Business Product Factsheet Managed Mobility Device Defense Manager Services Management of MultiOS Smart Devices Made Simple. A smart solution that enables companies to secure, control and manage
More informationSmartShore Offerings. Your Gateway to Knowledge Process Outsourcing and Remote Infrastructure Mgmt.
DISCUSSION DOCUMENT SmartShore Offerings Your Gateway to Knowledge Process Outsourcing and Remote Infrastructure Mgmt. SmartShore Services, Inc. sales@smartshore.us Tel 203-653-7235 Sep 9, 2009 Overview
More informationAccelerating the strategic use of student data: a collaborative approach
Accelerating the strategic use of student data: a collaborative approach A/PROF ANNE YOUNG Director Strategy, Planning and Performance Vice-Chancellor s Division 21 November 2014 The University of Newcastle
More informationCould Knowledge Management Help You Operate A More Effective & Efficient It Service Desk?
Could Knowledge Management Help You Operate A More Effective & Efficient It Service Desk? Challenges Of The Modern Day Service Desk With ITIL an established framework for delivering quality IT service,
More informationContents. Evolving Trends in Core Banking Transformation (CBT) Challenges Faced in Core Banking Transformation (CBT)
Contents Preface From the Editor s Desk Evolving Trends in Core Banking Transformation (CBT) 01. Customer Expectations and Next Generation Banking 05 02. Survival Driving Core Banking Transformation (CBT)
More informationMETRICS TO HELP IMPROVE YOUR WORKFORCE PRODUCTIVITY
METRICS TO HELP IMPROVE YOUR WORKFORCE PRODUCTIVITY KEY RESULTS FROM MERCER 2013-2014 WORKFORCE METRICS DATABASE Tom Jacob, Mercer Ephraim Spehrer-Patrick, Mercer Milan Taylor, Mercer TODAY S PRESENTERS
More informationBUSINESS EXCELLENCE FRAMEWORK. Public Sector Interpretation Guide
BUSINESS EXCELLENCE FRAMEWORK Public Sector Interpretation Guide 1 CONTENTS THE BUSINESS EXCELLENCE FRAMEWORK... 3 THE PUBLIC SECTOR TRANSFORMATION... 4 1. LEADERSHIP (120 points)... 6 1.1 Senior Leadership
More informationPostgraduate Diploma in Digital Marketing. Awarded by University of California Irvine Extension
Postgraduate Diploma in Digital Marketing Awarded by University of California Irvine Extension 2 Accelerate your Career Improve Your Career Options with a Professional Postgraduate Diploma University of
More informationThe Human Capital Management Systems Business Case A Checklist to assist agencies developing a business case
The Human Capital Management Systems Business Case A Checklist to assist agencies developing a business case Final version for release Human Capital Management See more at psc.nsw.gov.au/hcm Index - Business
More informationSample Slide Deck for IDRC Readout
Sample Slide Deck for IDRC Readout Report ID: 6122 1 Our Experts SC Photo Bruce Belfiore Senior Research Executive & Chief Executive Officer BenchmarkPortal SC Name Here Certified Auditor Senior Consultant
More informationAssociation of Consulting Architects Australia Strategic Plan
Association of Consulting Architects Australia Strategic Plan Box 17 Flinders Lane Post Office Melbourne Vic 8009 T 1300 653 026 E nat@aca.org.au www.aca.org.au Contents 1. Introduction 5 2. Survey 7 3.
More informationEOH Cloud Mobile Device Management. EOH Cloud Services - EOH Cloud Mobile Device Management
EOH Cloud EOH Cloud Services - EOH Cloud Page 1 EOH Mobile Device Management Manage a fleet of diverse mobile devices, support new secure mobile workflows and effectively distribute apps. The evolving
More informationHow to Optimize Your Customer Contact Center. AWWA CS/IMtech Conference February 28, 2011 William A. Lloyd, Westin Engineering, Inc.
How to Optimize Your Customer Contact Center AWWA CS/IMtech Conference February 28, 2011 William A. Lloyd, Westin Engineering, Inc. Agenda Contact Center Challenges Best Practices In & Out of Water Utilities
More informationExceeding customer expectations in Ireland
BT and Avaya Exceeding customer expectations in Ireland Customers expect easy access to your services wherever they are, at any time, through any device. Their expectations are high, but organisations
More informationSolar Cloud. Application for Individual Retail Exemption 1 Legal Name Share My Solar Pty Ltd. 2 Trading Name Solar Cloud
Solar Cloud Application for Individual Retail Exemption 1 Legal Name Share My Solar Pty Ltd 2 Trading Name Solar Cloud 3 Australian Business Number: 45 164 838 288 4 Registered Postal Address Suite 502,
More informationLeadership & People Management WSQ
Our frontline leaders in SIA are empowered to lead our service teams to achieve the highest levels of service excellence. They are trained in core functional skills as well as given the opportunity to
More informationManagement Information and big data in Insurance
Management Information and big data in Insurance New drivers to create business opportunities Fabrice Ciais DUBLIN 24 th April 2013 2013 Towers Watson. All rights reserved. CONTENTS Contents Introductions
More information5 must-haves for Service Management Software
5 must-haves for Service Management Software What you need to look out for when selecting software for your business. 5 www.oneserve.co.uk Introduction There is an enormous range of service management
More informationImproving Customer Experience with IVR
Improving Customer Experience with IVR June 2014 Sponsored By: Table of Contents Introduction... 1 Visual IVR... 2 Voice Biometrics... 3 IVR Analytics... 3 Simplified IVR Development Environments... 5
More informationDriving operational efficiency with asset management in construction and heavy asset industries
Driving operational efficiency with asset management in construction and heavy asset industries A complementary report from asset tracking and fleet management provider Navman Wireless Contents Introduction.........................................................
More informationW o r l d w i d e a n d U. S. M a n a g e d M o b i l i t y 2 0 1 3 2 0 1 7 F o r e c a s t : U n i t e d S t a t e s L e a d s i n A d o p t i o n
Global Headquarters: 5 Speen Street Framingham, MA 01701 USA P.508.872.8200 F.508.935.4015 www.idc.com M A R K E T A N A L Y S I S W o r l d w i d e a n d U. S. M a n a g e d M o b i l i t y 2 0 1 3 2
More informationHow To Support Bring Your Own Device (Byod)
WHITE PAPER: EXPLOITING THE BUSINESS POTENTIAL OF BYOD........................................ Exploiting the business potential of BYOD (bring your own device) Who should read this paper This paper addresses
More informationCRM. Best Practice Webinar. Next generation CRM for enhanced customer journeys: from leads to loyalty
CRM Best Practice Webinar Next generation CRM for enhanced customer journeys: from leads to loyalty Featured guest speaker Leslie Ament SVP Research and Principal Analyst at Hypatia Research Group and
More informationTRENDS, CHALLENGES AND OPPORTUNITIES SHAPING CONTACT CENTRE SERVICE DELIVERY IN AUSTRALIA
TRENDS, CHALLENGES AND OPPORTUNITIES SHAPING CONTACT CENTRE SERVICE DELIVERY IN AUSTRALIA EMBRACING DIGITALISATION TO CREATE A SEAMLESS CUSTOMER EXPERIENCE Presented by: 1 INTRODUCTION Over the past ten
More informationcustomer interaction solutions Contact Centres that Enhance Customer Engagement
customer interaction solutions Contact Centres that Enhance Customer Engagement The opportunities for companies to gather and process information can influence reputation and brand, as well as drive sales.
More informationBusiness and Process Improvement Specialists. Ai Virtual Assistant Sourcing and Operational Delivery. Sales & Service Centre Efficiency & Performance
DELIVER GREAT SERVICE THAT COSTS LESS Business and Process Improvement Specialists Ai Virtual Assistant Sourcing and Operational Delivery Sales & Service Centre Efficiency & Performance Working in Partnership
More informationWhite paper. Portland. Outsourcing tactical procurement and category management support offshore
White paper Outsourcing tactical procurement and category management support offshore An effective strategy to reduce the cost and increase the efficiency of procurement departments Dave Gardiner and Jonathan
More information