Shifting Perceptions of Your Help Desk. How to Reshape the Opinions Surrounding IT Support

Size: px
Start display at page:

Download "Shifting Perceptions of Your Help Desk. How to Reshape the Opinions Surrounding IT Support"

Transcription

1 Shifting Perceptions of Your Help Desk How to Reshape the Opinions Surrounding IT Support

2 2 Introduction Develop an Improvement Strategy IT support has a fine line to walk and is prone to getting a bad reputation among both users and senior management alike. It seems like when everything runs smoothly, the help desk s efforts are invisible to both groups. But when there s an outage, it feels like IT support suddenly becomes the villain. All end users seemingly see is an endless phone call and frustration, while upper management may not have a clear picture of whether there s a positive or negative impact on the bottom line. Despite the criticism, tech support departments are often one of the most valuable touch points in a customer s journey. By strategically improving and reporting impact, you can demonstrate this value to users and stakeholders alike. If your help desk is struggling with negative perceptions, listen with an open mind and identify the key areas for improvement. Even if you have fine-tuned, established processes for problem resolution, ongoing improvement is vital to maintaining process maturity and keeping up with evolving technology. Measure and analyze performance data, identify key metrics, and use intelligent tools to help you succeed. For example, by implementing remote access software, you enable your team to access devices directly to troubleshoot problems and help customers. When you re able to see the problem quickly and identify a solution, the numbers will soon reflect these efforts. In fact, one company even saw a 23% increase in first call resolution in one month when they implemented a remote access solution. 1 First call resolution 70% of business-aligned IT support centers have an effective problem management strategy in place and similar performance metrics have a direct correlation to customer satisfaction and satisfied customers are more likely to remain loyal. For that reason, it s important not to get too caught up in the numbers and lose sight of aligning your strategies with customer needs and business goals. A recent study 2 found that companies that aligned their IT projects to overall business goals experienced higher rates of process maturity, were more likely to track KPIs and show documented improvement, and have published strategies for digital transformation. Most importantly, 70% of business-aligned IT support centers have an effective problem management strategy in place, as opposed to only % of businesses overall. %20Intune%20Webinar%20Recording%20Final.mp4 2

3 3 Communication Is Key When a user has a negative experience or can t get a simple answer to their question, they become frustrated. But rather than initiate a conversation about their experience, users are more likely to move on to someone else who can solve their problem. A recent survey 3 found that 91% of unhappy customers simply leave rather than file a complaint, and 85% of customer churn due to poor service was completely preventable. When a major outage occurs, your help desk has an excellent opportunity to take control of the user experience. While you re working to resolve a problem or ongoing issue, take a few seconds to alert your users about the issue, what you re doing to address it, and when they can expect things to go back to normal. This can be as simple as a quick or outgoing recorded message on the support phone line stating that IT is aware of the issue and is working to resolve it. Be cautious and generous with timelines and give your team ample time to solve the problem. If you state something will be done in an hour, and it takes two hours, the communication effort can backfire and contribute to a negative perception. It s better to under-promise and over-deliver. A similar approach also works for ongoing, repeated issues. Keep track of call volume and subject to easily identify what recurring issues your users are experiencing. If you ve identified a topic that many users are calling in for but you re still in the process of improving, provide a phone option that routes their calls to someone who is specifically aware of that issue. Small details like this help a user feel that their voice is heard 85% of customer churn due to poor service was completely preventable. and demonstrates to management that the help desk is operating with customer satisfaction in mind. This communication goes beyond improved satisfaction scores and metrics and translates directly to revenue. It costs roughly five times as much to acquire a new customer compared to retaining an existing customer, yet only 18% of companies have a focus on retention. 4 Since the help desk can be a frequent touch point for customers, it also becomes one of the greatest value centers for customer retention. Consider measuring the impact that your service desk has on lifetime customer value by understanding how customer satisfaction contributes to retention. Once you determine a baseline, you can track how efficiency improvements affect that value

4 4 Break Down Organizational Silos Communicating effectively between your internal stakeholders and departments is just as important as your external customer satisfaction. Consider how your company structure potentially affects overall customer experience. Sales and support shouldn t be at odds with each other when they can provide one another with essential customer feedback. By sharing these insights openly between departments, your service team directly transforms into a value center. Insights and technical expertise can generate revenue from upselling products and services. In fact, when service reps cooperated with sales teams on formal lead-generating campaigns, they were able to generate 35 leads per year, per rep. 6 With an average closure rate of 20% and an average deal size of $15,000 for large companies, these programs generated $36,000 in revenue On average, service teams interact with customers 5-15 times more frequently than sales teams. 5 Service teams build valuable customer relationships and gain per year, per rep. Scale those numbers across your entire service team, and you ve got potential to add millions of dollars in revenue each year from the help desk. core insight into user experience and product needs. Customers often trust service teams as experts. When a help desk technician can answer a question and explain the added benefits of an upgraded feature or service, a natural cross-selling opportunity occurs. Conversely, sales teams gain unique insights into common objections, obstacles to adoption, and service expectations. Don t forget to acknowledge your IT support team for all of their hard work, especially as frustrated customers can take a toll on your staff. A recent study shows that only 53% of employees feel appreciated at work, while 90% of employees who work in places with rewards programs agreed with the statement My work makes a difference. 7 By recognizing help desk achievements and improvements throughout the company, you help your help desk team feel appreciated. Additionally, you re contributing to a wider shift in perception about the IT department s value and impact

5 5 Conclusion Help desks can become more efficient, solve issues proactively, and prevent future issues from occurring by keeping goals and values in mind. When problems are resolved quickly, customers are happier, and you re able to present demonstrable value to your company stakeholders. The keys to making it all happen? Communication, collaboration, and simplicity. TeamViewer s remote access and support software makes it easy to work directly with your customers devices, collaborate with teammates in your organization, and transform your help desk into a valuedand valuablehub of company activity. TeamViewer US, LLC 5741 Rio Vista Drive Largo, Florida teamviewer.us Download Your Free Trial

2015 Customer Success Industry Trends Report

2015 Customer Success Industry Trends Report 2015 Customer Success Industry Trends Report Table of Contents 3 EXECUTIVE SUMMARY 4 MEET THE SURVEY RESPONDENTS 6 WHO DOES YOUR HEAD OF CUSTOMER SUCCESS REPORT TO? 8 HOW WOULD YOU CHARACTERIZE THE MATURITY

More information

GUIDE TO THE. 12 Must-Have KPIs for Sales Enablement

GUIDE TO THE. 12 Must-Have KPIs for Sales Enablement GUIDE TO THE 12 Must-Have KPIs for Sales Enablement Introduction Key Performance Indicators (KPIs) are a set of metrics that measure a business s progress towards achieving their organizational goals.

More information

You ve Got the Technology Now What?

You ve Got the Technology Now What? White Paper You ve Got the Technology Now What? Pre-planning for Social Engagement by COMMfusion LLC & Jamison Consulting May 2012 You ve Got the Technology Now What? 2 Going Beyond the Technology to Deployment

More information

Predictive Customer Intelligence

Predictive Customer Intelligence Sogeti 2015 Damiaan Zwietering zwietering@nl.ibm.com Predictive Customer Intelligence Customer expectations are driving companies towards being customer centric Find me Using visualization and analytics

More information

Predictive Marketing for Banking

Predictive Marketing for Banking Tony Firmani Predictive Analytics Solution Architect Predictive Marketing for Banking Business Analytics software Session Overview Data Drives Decisions Applying Predictive Analytics Throughout Entire

More information

Maximizing Customer Retention: A Blueprint for Successful Contact Centers

Maximizing Customer Retention: A Blueprint for Successful Contact Centers Maximizing Customer Retention: A Blueprint for Successful Contact Centers Sponsored by Table of Contents Executive Summary...1 Creating Loyal Customers: A Critical Company Goal...1 Causes of Customer Attrition...2

More information

OMNICHANNEL CUSTOMER SERVICE

OMNICHANNEL CUSTOMER SERVICE OMNICHANNEL CUSTOMER SERVICE BEST PRACTICES IN CREATING MEMORABLE OMNICHANNEL CUSTOMER EXPERIENCES Is your contact center prepared to deliver omnichannel customer service? Are you aware of the dangers

More information

Linking Employee Satisfaction, Employee Engagement, and Employee Ambassadorship Session 1: Ambassadorship Concept/Framework Introduction and Rationale

Linking Employee Satisfaction, Employee Engagement, and Employee Ambassadorship Session 1: Ambassadorship Concept/Framework Introduction and Rationale Linking Employee Satisfaction, Employee Engagement, and Employee Ambassadorship Session 1: Ambassadorship Concept/Framework Introduction and Rationale Driving A Successful Customer-Centric Culture Through

More information

Creating the customer experience

Creating the customer experience Creating the customer experience INSIGHT. EXECUTION. ADVANTAGE. Customer experience outsourcing that transforms business performance 3 Your customer management future 5 The Webhelp difference 8 Services

More information

BEHIND UNDERSTANDING AND MANAGING. SaaS BUSINESSES. Recurly counts some of the world s most successful subscription businesses as its customers

BEHIND UNDERSTANDING AND MANAGING. SaaS BUSINESSES. Recurly counts some of the world s most successful subscription businesses as its customers BEHIND UNDERSTANDING AND MANAGING SaaS BUSINESSES Recurly counts some of the world s most successful subscription businesses as its customers Subscription and Software-as-a-Service (SaaS) are commonly

More information

The Power of Relationships

The Power of Relationships The Power of Relationships How to build long-lasting customer relationships to help you do more business 2014 Copyright Constant Contact, Inc. 14-3931 v1.0 Helping Small Business Do More Business When

More information

CHAPTER 3 - CUSTOMER RELATIONSHIP MANAGEMENT (CRM)

CHAPTER 3 - CUSTOMER RELATIONSHIP MANAGEMENT (CRM) CHAPTER 3 - CUSTOMER RELATIONSHIP MANAGEMENT (CRM) 3.1 INTRODUCTION The most important purpose of any service orientated organisation is to retain customers. It is critical for any organization to keep

More information

Top 10 Metrics to Monitor the Health of Your Help Desk. November, 2011

Top 10 Metrics to Monitor the Health of Your Help Desk. November, 2011 Top 10 Metrics to Monitor the Health of Your Help Desk November, 2011 Table of Contents Introduction... 3 The Top 10... 3 About Zendesk... 9 Experience It Yourself... 9 2 Introduction We ve all heard the

More information

LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE

LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE LISTEN TO THE VOICE OF CUSTOMER EXPERIENCE The Four Essentials of a Customer Experience Program www.nice.com WHERE CX PROGRAMS STUMBLE Many companies recognize the value of a customer experience (CX) program,

More information

Get Better Business Results

Get Better Business Results Get Better Business Results From the Four Stages of Your Customer Lifecycle Stage 2 Service A white paper from Identify Unique Needs and Opportunities at Each Lifecycle Stage Each stage in the customer

More information

Improve Your Customer Experience: Design Your Quality Program to Link Directly to Customer Satisfaction. Overview WHITEPAPER

Improve Your Customer Experience: Design Your Quality Program to Link Directly to Customer Satisfaction. Overview WHITEPAPER WHITEPAPER Improve Your Customer Experience: Design Your Quality Program to Link Directly to Customer Satisfaction All of us who work in the customer contact industry have experienced this we have quality

More information

Average producers can easily increase their production in a larger office with more market share.

Average producers can easily increase their production in a larger office with more market share. The 10 Keys to Successfully Recruiting Experienced Agents by Judy LaDeur Understand whom you are hiring. Don t make the mistake of only wanting the best agents or those from offices above you in market

More information

Industrial Cyber Security Risk Manager. Proactively Monitor, Measure and Manage Industrial Cyber Security Risk

Industrial Cyber Security Risk Manager. Proactively Monitor, Measure and Manage Industrial Cyber Security Risk Industrial Cyber Security Risk Manager Proactively Monitor, Measure and Manage Industrial Cyber Security Risk Industrial Attacks Continue to Increase in Frequency & Sophistication Today, industrial organizations

More information

How is the Net Promoter score calculated?

How is the Net Promoter score calculated? How is the Net Promoter score calculated? Net Promoter is based on the question How likely would you be to recommend THIS hotel to someone else, if they were to require a hotel in this area in the future?.

More information

PREMIER SERVICES MAXIMIZE PERFORMANCE AND REDUCE RISK

PREMIER SERVICES MAXIMIZE PERFORMANCE AND REDUCE RISK MAXIMIZE PERFORMANCE AND REDUCE RISK 1 BROCHURE COMPLEXITIES IN MISSION CRITICAL SYSTEMS CONTINUE TO INCREASE Mission critical communications systems have become increasingly complex as more features and

More information

06. Create a feedback loop. 01. Create a plan. 02. Improve People skills. 07. Get a tool that supports the workflow. 03. Keep your promises

06. Create a feedback loop. 01. Create a plan. 02. Improve People skills. 07. Get a tool that supports the workflow. 03. Keep your promises 01. Create a plan 06. Create a feedback loop Plan how you are going to provide better customer service and take help from both staff and customers. 02. Improve People skills Service is a skill and people

More information

Ten steps to implementing a successful web performance monitoring programme

Ten steps to implementing a successful web performance monitoring programme Web performance management made easy Ten steps to implementing a successful web performance monitoring programme This guide for ecommerce business managers, outlines 10 steps to optimise ongoing web user

More information

Chapter. Enterprise Business Systems

Chapter. Enterprise Business Systems Chapter 4 Enterprise Business Systems Learning Objectives Identify and give examples to illustrate the following aspects of customer relationship. Business processes supported Customer and business value

More information

Building Loyalty in a Web 2.0 World

Building Loyalty in a Web 2.0 World Building Loyalty in a Web 2.0 World A Consona CRM White Paper By Nitin Badjatia, Enterprise Solutions Architect Over the last decade, a radical shift has occurred in the way customers interact with the

More information

of interaction. Operate with Efficiency. Manage the Operation. Connect with Customers. Enhance with Mobility. For Table Service Restaurants

of interaction. Operate with Efficiency. Manage the Operation. Connect with Customers. Enhance with Mobility. For Table Service Restaurants Experience a new world of interaction. Operate with Efficiency. Manage the Operation. Connect with Customers. Enhance with Mobility. For Table Service Restaurants 02 Experience a new world of interaction

More information

Cable s Rapid Reinvention

Cable s Rapid Reinvention Achieving Differentiation in a New Competitive Landscape Mark Syp, Group Vice President, Major Cable and Telco Accounts, Maritz abstract The lines are blurred. The cable industry has moved into a new,

More information

The Benefits of PLM-based CAPA Software

The Benefits of PLM-based CAPA Software For manufacturers in industries that produce some of the world s most complex products, effective quality management continues to be a competitive advantage. Whether in automotive, aerospace and defense,

More information

Why customer experience matters more than ever for enterprise IT

Why customer experience matters more than ever for enterprise IT Why customer experience matters more than ever for enterprise IT Greater pricing transparency and the rise of cloud services are among the changes giving end users more voice in technology buying decisions.

More information

The Top 9 Ways to Increase Your Customer Loyalty

The Top 9 Ways to Increase Your Customer Loyalty Follow these and enjoy an immediate lift in the loyalty of your customers By Kyle LaMalfa Loyalty Expert and Allegiance Best Practices Manager What is the Key to Business Success? Every company executive

More information

Drive growth. See results. Performance Marketing Services Overview

Drive growth. See results. Performance Marketing Services Overview Drive growth. See results. Performance Marketing Services Overview Channel agnostic portfolio management designed with your goals in mind. Channels don t matter to the customer; they engage with brands

More information

Voice. listen, understand and respond. enherent. wish, choice, or opinion. openly or formally expressed. May 2010. - Merriam Webster. www.enherent.

Voice. listen, understand and respond. enherent. wish, choice, or opinion. openly or formally expressed. May 2010. - Merriam Webster. www.enherent. Voice wish, choice, or opinion openly or formally expressed - Merriam Webster listen, understand and respond May 2010 2010 Corp. All rights reserved. www..com Overwhelming Dialog Consumers are leading

More information

How to Build a Service Management Hub for Digital Service Innovation

How to Build a Service Management Hub for Digital Service Innovation solution white paper How to Build a Service Management Hub for Digital Service Innovation Empower IT and business agility by taking ITSM to the cloud Table of Contents 1 EXECUTIVE SUMMARY The Mission:

More information

Five Core Principles of Successful Business Architecture

Five Core Principles of Successful Business Architecture Five Core Principles of Successful Business Architecture Authors: Greg Suddreth and Whynde Melaragno Strategic Technology Architects (STA Group, LLC) Sponsored by MEGA Presents a White Paper on: Five Core

More information

Insight. The analytics trend. in customer service. 4-point plan for greater efficiency in contact centres. we are www.daisygroup.

Insight. The analytics trend. in customer service. 4-point plan for greater efficiency in contact centres. we are www.daisygroup. Insight The analytics trend in customer service 4-point plan for greater efficiency in contact centres 2 Introduction The subject of analytics these days includes a vast number of factors relating to customer

More information

The 360 Degree Feedback Advantage

The 360 Degree Feedback Advantage viapeople Insight - Whitepaper The 360 Degree Feedback Advantage How this powerful process can change your organization Karen N. Caruso, Ph.D. Amanda Seidler, Ph.D. The 360 Degree Feedback Advantage Champions

More information

Guide to: Successful Customer Onboarding

Guide to: Successful Customer Onboarding Guide to: Successful Customer Onboarding Getting Started The first 90 days will decide the fate of most implementations. While the complexity of your product could shift the timeline, if a customer feels

More information

Sitel Premium Technical Support as a Strategic Imperative.

Sitel Premium Technical Support as a Strategic Imperative. White Paper. Sitel Premium Technical Support. Sitel Premium Technical Support as a Strategic Imperative. Monetizing the customer experience yields tangible return on investment. By: Chandra Venkatesan

More information

Motive Home Solutions

Motive Home Solutions Motive Home Solutions Motive Home Solutions automate and simplify the key interactions that impact the connected home experience. The connected home is no longer a futuristic concept. Research indicates

More information

B2B Customer Satisfaction Research

B2B Customer Satisfaction Research Circle Research White Paper B2B Customer Satisfaction B2B Customer Satisfaction Research IN SUMMARY This paper on B2B customer satisfaction research: Identifies why customer satisfaction matters Provides

More information

CRM. 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 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 information

Effectively Using Your Data for Customer Retention

Effectively Using Your Data for Customer Retention Effectively Using Your Data for Customer Retention Your Goal May Be First Call Resolution, But Having a Second Call Treatment Plan is Essential Written By: Bob Brittan B2 Consulting Contents First Call

More information

Achieving customer loyalty with customer analytics

Achieving customer loyalty with customer analytics IBM Software Business Analytics Customer Analytics Achieving customer loyalty with customer analytics 2 Achieving customer loyalty with customer analytics Contents 2 Overview 3 Using satisfaction to drive

More information

Fundamentals Every B2B Marketer Must Know

Fundamentals Every B2B Marketer Must Know Account-Based Marketing: Fundamentals Every B2B Marketer Must Know Demandbase.com Introduction If you re a B2B marketer today, you re in a tough spot. You d love to be an innovative marketer who impresses

More information

An Overview of Employee Engagement

An Overview of Employee Engagement An Overview of Employee Engagement Many organisations want to improve their employee engagement levels. Why is this so important, and what impact does an organisation s ability to engage its employees

More information

Building Customer Loyalty

Building Customer Loyalty Building Customer Loyalty e-contact Conference, Mexico City, 7 May 2002 Presented by Jennifer Howe VP Strategic Partnership, APLA CRM. The facts. the value drivers of a business are becoming increasingly

More information

Cross Sell. Unlocking the value from your customer relationships. < PREVIOUS NEXT > CLOSE x PRINT. Visit our website: www.lbm.co.

Cross Sell. Unlocking the value from your customer relationships. < PREVIOUS NEXT > CLOSE x PRINT. Visit our website: www.lbm.co. Unlocking the value from your customer relationships < PREVIOUS NEXT > CLOSE x PRINT Call us: 0161 616 Call 0599 us: 0161 616 0599 When cross and up-selling to your customers you tread a fine-line. Get

More information

FCR The Driver of All Other Metrics

FCR The Driver of All Other Metrics 1 At SQM, we measure all major voice of the customer (VoC) metrics, such as customer satisfaction (Csat), ease of effort, net promoter score (NPS) and word of mouth index (WoMI). SQM also measures moments

More information

Web Analytics and the Importance of a Multi-Modal Approach to Metrics

Web Analytics and the Importance of a Multi-Modal Approach to Metrics Web Analytics Strategy Prepared By: Title: Prepared By: Web Analytics Strategy Unilytics Corporation Date Created: March 22, 2010 Last Updated: May 3, 2010 P a g e i Table of Contents Web Analytics Strategy...

More information

Understanding the Financial Value of Data Quality Improvement

Understanding the Financial Value of Data Quality Improvement Understanding the Financial Value of Data Quality Improvement Prepared by: David Loshin Knowledge Integrity, Inc. January, 2011 Sponsored by: 2011 Knowledge Integrity, Inc. 1 Introduction Despite the many

More information

How CRM Software Benefits Insurance Companies

How CRM Software Benefits Insurance Companies How CRM Software Benefits Insurance Companies Salesboom.com Currently, the Insurance Industry is in a state of change where today's insurance field is becoming extremely complex and more competitive. As

More information

Improve customer experience with your call center

Improve customer experience with your call center Improve customer experience with your call center 1 Table of Contents Welcome to the Age of the Unloyal Customer Superior Service Is More Difficult Than It Looks Segmented customer touchpoints Who is responsible

More information

Customer Retention. COMEX, Implement 29 th April 2016. Bjørn Büchmann-Slorup Head of Sales Development & Analytics Danske Bank

Customer Retention. COMEX, Implement 29 th April 2016. Bjørn Büchmann-Slorup Head of Sales Development & Analytics Danske Bank Customer Retention COMEX, Implement 29 th April 2016 Bjørn Büchmann-Slorup Head of Sales Development & Analytics Danske Bank 1 Setting the scene Sales Development & Analytics Reporting lines Personal Banking

More information

Creating Line of Sight

Creating Line of Sight Creating Line of Sight How to Get to the Bottom Line Through Your Employees Presented by: Ed Krow, SPHR, CCP, CHCM Objectives Identify key behaviors of all levels of employees and the link between those

More information

BEST PRACTICES FOR A SUCCESSFUL CRM IMPLEMENTATION

BEST PRACTICES FOR A SUCCESSFUL CRM IMPLEMENTATION BEST PRACTICES FOR A SUCCESSFUL CRM IMPLEMENTATION GOAL CH MENU d CH Directions for an AEC Journey published by: ABOUT US Cosential provides AEC firms with comprehensive CRM and proposal automation that

More information

Nokia Siemens Networks Service Operations and Management Solution

Nokia Siemens Networks Service Operations and Management Solution Nokia Siemens Networks Service Operations and Management Solution Delightful service experience that boosts operators bottom lines Executive Summary 2/6 Service Operations and Management Solution When

More information

the big key criteria for a great SaaS company

the big key criteria for a great SaaS company Sometimes called cloud-based, web-based, or on-demand, Software as a Service ( SaaS ) is a way of delivering applications over the internet. Instead of installing software locally, you simply access it

More information

Mentoring YOUR ROAD MAP TO SUCCESS. By Nona Chigewe

Mentoring YOUR ROAD MAP TO SUCCESS. By Nona Chigewe Mentoring YOUR ROAD MAP TO SUCCESS By Nona Chigewe 28 CERTIFIED June 2012 ORGANIZATIONS AND THEIR EMPLOYEES HAVE ONE VITAL purpose in common: both are striving to accomplish a life-changing, impactful

More information

Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1

Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Uniphore Software Systems Contact: info@uniphore.com Website: www.uniphore.com 1 Table of Contents Introduction... 3 Problem... 3 Solution... 5 Speech Analytics... 5 Effectiveness of speech analytics...

More information

IBM Information Technology Services Global sourcing.

IBM Information Technology Services Global sourcing. IBM Information Technology Services Global sourcing. Move with agility and challenge competitors worldwide. Globalization. Growth. Compliance.» The challenges that you face today in the financial services

More information

White Paper How-to-Guide: Empowering Agents to Excellence in Every Day Moments

White Paper How-to-Guide: Empowering Agents to Excellence in Every Day Moments White Paper How-to-Guide: Empowering Agents to Excellence in Every Day Moments A Continuous Improvement Process for Sustainable Customer Satisfaction February 2014 EXCELLENCE IN CUSTOMER EXPERIENCE EVERY

More information

What really drives customer satisfaction during the insurance claims process?

What really drives customer satisfaction during the insurance claims process? Research report: What really drives customer satisfaction during the insurance claims process? TeleTech research quantifies the importance of acting in customers best interests when customers file a property

More information

Cash Flow Exclusive / September 2015

Cash Flow Exclusive / September 2015 Ralf Bieler Co-Founder, President, CEO Cash Flow Exclusive, LLC My 2 Cents on The Best Zero-Cost Strategy to Improve Your Business To achieve better business results you don t necessarily need to have

More information

The PTC EIS: A True Geospatial Information Management System. James E. Vitale, Ph.D. Executive VP W.E.C. Engineers, Inc.

The PTC EIS: A True Geospatial Information Management System. James E. Vitale, Ph.D. Executive VP W.E.C. Engineers, Inc. The PTC EIS: A True Geospatial Information Management System James E. Vitale, Ph.D. Executive VP W.E.C. Engineers, Inc. Bridgeville, Pa TODAY S PRESENTATION Overall PTC IT Integration Strategy THE SAP

More information

A MARKETER'S GUIDE TO REPORTS THAT MATTER

A MARKETER'S GUIDE TO REPORTS THAT MATTER A MARKETER'S GUIDE TO REPORTS THAT MATTER A SIMPLE STEP-BY-STEP GUIDE TO BUILDING A MEASUREMENT FRAMEWORK FOR EFFECTIVE REPORTING PAGE 1 INTRODUCTION TODAY S MARKETERS LIVE AND DIE BY THE NUMBERS. IT SHOULD

More information

IMPROVING CUSTOMER SUPPORT THROUGH UNIFIED OMNICHANNEL CUSTOMER SELF-SERVICE

IMPROVING CUSTOMER SUPPORT THROUGH UNIFIED OMNICHANNEL CUSTOMER SELF-SERVICE IMPROVING CUSTOMER SUPPORT THROUGH UNIFIED OMNICHANNEL CUSTOMER WHAT IS UNIFIED OMNICHANNEL CUSTOMER? OUR STORY As veterans of the software and customer service industries, we shared the same pains as

More information

Then call us today (07) 5574 3213 or email santelint@intaconnect.net to find out more about how we can help you!

Then call us today (07) 5574 3213 or email santelint@intaconnect.net to find out more about how we can help you! Head Office: Suite 27, 39 Lawrence Drive, NERANG QLD 4211 Postal Address: PO BOX 3442 NERANG DC QLD 4211 T (07) 5574 3213 F (07) 5574 3215 E santelint@intaconnect.net W www.santelint.com.au The staff at

More information

The customer experience: have customers been forgotten?

The customer experience: have customers been forgotten? The customer experience: have customers been forgotten? In the current economic climate, keeping customers happy ought to be at the top of every company s agenda. But many managers are simply too bogged

More information

Number of consumer customers (Million) Market share (% consumer subscribers)

Number of consumer customers (Million) Market share (% consumer subscribers) Customers Who are our customers? We are delighted to be able to report that we have grown to 23.4 million customers in total this year, which represents an increase of 8.3% from the previous year. Our

More information

Best Practices for Relationship Marketing

Best Practices for Relationship Marketing WebTrends 851 SW 6th Ave., Suite 600 Portland, OR 97204 1.503.294.7025 1.503.294.7130 fax US Toll Free 1-877-WebTrends (1-877-932-8736) WebTrends Sales 1.888.932.8736 sales@webtrends.com Europe, Middle

More information

Building a strategic talent management program

Building a strategic talent management program Case Study About Alamo Colleges Consisting of five member institutions established between 1898 and 1995, Alamo Colleges serves Bexar County, TX the 17th most populous county in the U.S. It offers associate

More information

Service Quality Management The next logical step by James Lochran

Service Quality Management The next logical step by James Lochran www.pipelinepub.com Volume 4, Issue 2 Service Quality Management The next logical step by James Lochran Service Quality Management (SQM) is the latest in the long list of buzz words floating around the

More information

Test your talent How does your approach to talent strategy measure up?

Test your talent How does your approach to talent strategy measure up? 1 Test your talent How does your approach to talent strategy measure up? Talent strategy or struggle? Each year at Head Heart + Brain we carry out research projects to help understand best practice in

More information

Creating Line of Sight

Creating Line of Sight Creating Line of Sight How to Get to the Bottom Line Through Your Employees Presented by: Ed Krow, SPHR, CCP, SHRM-SCP, CHCM Objectives Identify key behaviors of all levels of employees and the link between

More information

Briefing Paper. How to Compete on Customer Experience: Six Strategic Steps. www.syn gro.c om SynGro SynGro 2013 2013 Tel: +44 (0 ) 15 06 5 92 2 24

Briefing Paper. How to Compete on Customer Experience: Six Strategic Steps. www.syn gro.c om SynGro SynGro 2013 2013 Tel: +44 (0 ) 15 06 5 92 2 24 Briefing Paper How to Compete on Customer Experience: Six Strategic Steps How to Compete on Customer Experience: Six Strategic Steps Voice of the Customer as a term has come to reflect the growing understanding

More information

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization

CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization CONTACT CENTER 09: Five Steps to a Lean, Customer-Centric Service Organization 2009 RightNow Technologies. All rights reserved. RightNow and RightNow logo are trademarks of RightNow Technologies Inc. All

More information

HOW A CRM SOLUTION CAN HELP YOUR BUSINESS Zyprr E-Book Series. www.zyprr.com 1

HOW A CRM SOLUTION CAN HELP YOUR BUSINESS Zyprr E-Book Series. www.zyprr.com 1 HOW A CRM SOLUTION CAN HELP YOUR BUSINESS Zyprr E-Book Series www.zyprr.com 1 Contents 1. Introduction: 1. What is CRM 2. Adoption: How to Succeed 1. Executive Buy-in 2. Establish Measurable Goals 3. Understanding

More information

Cinda Daly. Who is the champion of knowledge sharing in your organization?

Cinda Daly. Who is the champion of knowledge sharing in your organization? This interview is recreated here by permission from HDI, a UBM Americas company. The interview first appeared in SupportWorld, November/December, 2014. Knowledge Management at Coveo: Transparency and Collaboration

More information

HOW TO MAP THE CUSTOMER JOURNEY

HOW TO MAP THE CUSTOMER JOURNEY HOW TO MAP THE CUSTOMER JOURNEY 2 The way customers buy products and services have changed forever. Today, if you offer an online service with recurring fees that are dependent on customer renewals, then

More information

2015 UCISA Award for Excellence Entry

2015 UCISA Award for Excellence Entry Institution Name: University of Leeds Originating Department: IT Contact Name (and email address): John Grannan j.k.grannan@leeds.ac.uk, Sally Bogg, s.l.bogg@leeds.ac.uk Project Title: IT Help Desk Continual

More information

[Paste client logos here]

[Paste client logos here] [Paste client logos here] Social Media Strategy Example Company A detailed Social Media strategy to guide Example Company s digital marketing project. DaBrian Marketing 10/30/2013 2 Social Media Strategy

More information

OPM3. Project Management Institute. OPM3 in Action: Pinellas County IT Turns Around Performance and Customer Confidence

OPM3. Project Management Institute. OPM3 in Action: Pinellas County IT Turns Around Performance and Customer Confidence Project Management Institute OPM3 case study : OPM3 in Action: Pinellas County IT Turns Around Performance and Customer Confidence OPM3 Organizational Project Management Maturity Model Project Management

More information

Contact Center TotalCare Enhanced Services

Contact Center TotalCare Enhanced Services ASSESS. PLAN. OPTIMIZE. Contact Center TotalCare Enhanced Services The Exceptional Customer Experience Customers have more options than ever and retaining or losing valued business is often a click away.

More information

WHITE PAPER CREATING A CUSTOMER-CENTRIC COMMUNICATIONS STRATEGY

WHITE PAPER CREATING A CUSTOMER-CENTRIC COMMUNICATIONS STRATEGY WHITE PAPER CREATING A CUSTOMER-CENTRIC COMMUNICATIONS STRATEGY CREATING A CUSTOMER-CENTRIC COMMUNICATIONS STRATEGY Executive Summary This white paper is designed to help you create a customer communications

More information

Strategic HR Partner Assessment (SHRPA) Feedback Results

Strategic HR Partner Assessment (SHRPA) Feedback Results Strategic HR Partner Assessment (SHRPA) Feedback Results January 04 Copyright 997-04 Assessment Plus, Inc. Introduction This report is divided into four sections: Part I, The SHRPA TM Model, explains how

More information

August 2015 Client Newsletter

August 2015 Client Newsletter August 2015 Client Newsletter Dear Judi, Satisfying a customer is no longer enough. You must be able to do something unique that makes customers loyal to you. This not only includes customer satisfaction

More information

The modern marketer s guide to global content creation

The modern marketer s guide to global content creation The modern marketer s guide to global content creation The Modern Marketer s Guide to Global Content Creation As a modern marketer, you re already taking advantage of customer relationship management (CRM)

More information

Delivering successful Interactive Voice Response (IVR)

Delivering successful Interactive Voice Response (IVR) Delivering successful Interactive Voice Response (IVR) Your customer s telephone journey starts as they dial. INTRODUCTION If you ve been focusing primarily on multichannel, you may have missed refreshing

More information

2011 B2B Marketing BenchMark Report

2011 B2B Marketing BenchMark Report EXCERPT Special Rate Sponsor: 2011 B2B Marketing BenchMark Report Practical instructions to generate, Research and Insights on Elevating qualify and nurture new business Marketing Effectiveness from Lead

More information

How To Stop The Churn.

How To Stop The Churn. VAR THE ART & SCIENCE OF SELLING AGENCY SERVICES: How To Stop The Churn. Paul Roetzer, Founder & CEO, PR20/20 @paulroetzer Please rate this session! http://bit.ly/inbound12 #inbound12 PAUL Paul Roetzer

More information

A PRACTICAL GUIDE TO MORE EFFECTIVE SOCIAL MEDIA ENGAGEMENT

A PRACTICAL GUIDE TO MORE EFFECTIVE SOCIAL MEDIA ENGAGEMENT A PRACTICAL GUIDE TO MORE EFFECTIVE SOCIAL MEDIA ENGAGEMENT AUTHOR Lien Brusselmans works as Marketing Manager at Engagor. She joined the company in its early days and initially handled not only Marketing

More information

Unlocking value from your ERP service organization*

Unlocking value from your ERP service organization* Consulting Application Managed Services Technology Unlocking value from your ERP service organization* Application Support Effectiveness Assessment can help you identify and dismantle the roadblocks that

More information

Process-Centric Back Office Transformation

Process-Centric Back Office Transformation Industry Insights Banking Process-Centric Back Office Transformation Executive Summary By driving back-office efficiency, banks and other financial institutions seek to lower expenses and reduce business

More information

How To Get Started With Customer Success Management

How To Get Started With Customer Success Management A Forrester Consulting Thought Leadership Paper Commissioned By Gainsight April 2014 How To Get Started With Customer Success Management Table Of Contents Four Actionable Steps To Setting Up Your Customer

More information

Show your value, grow your business:

Show your value, grow your business: Show your value, grow your business: A SUPPLIER GUIDE TO MOVE FROM A TRANSACTIONAL PROVIDER TO A STRATEGIC PARTNER KAREN A. CALINSKI INTRODUCTION /02 At KellyOCG we take a holistic approach to talent sourcing

More information

Table of Contents. Introduction... 3 Post-Call Analytics vs. Real-Time Monitoring... 3. How Real-Time Monitoring Works... 4

Table of Contents. Introduction... 3 Post-Call Analytics vs. Real-Time Monitoring... 3. How Real-Time Monitoring Works... 4 Table of Contents Introduction... 3 Post-Call Analytics vs. Real-Time Monitoring... 3 How Real-Time Monitoring Works... 4 Putting Real-Time Monitoring Into Action... 5 The Impact of Real-Time Monitoring...

More information

Appendix 10: Improving the customer experience

Appendix 10: Improving the customer experience Appendix 10: Improving the customer experience Scottish Water is committed to delivering leading customer service to all of our customers. This means we deliver the following activities: We will ensure

More information

Overcoming Common Challenges of Change Management

Overcoming Common Challenges of Change Management Speaker: Beena Patel Company: Halcon & Crane Management Consulting Website: Overcoming Common Challenges of Change Management HalconAndCrane.com Welcome to the PMI Houston Conference & Expo and Annual

More information

CallMiner Speech Analytics Everything else is just talk. Cliff LaCoursiere SVP Business Development - CallMiner, Inc.

CallMiner Speech Analytics Everything else is just talk. Cliff LaCoursiere SVP Business Development - CallMiner, Inc. CallMiner Speech Analytics Everything else is just talk. Cliff LaCoursiere SVP Business Development - CallMiner, Inc. Agenda Why speech analytics? How CallMiner speech analytics works Speech analytics

More information

WHITE PAPER. Five Steps to Better Application Monitoring and Troubleshooting

WHITE PAPER. Five Steps to Better Application Monitoring and Troubleshooting WHITE PAPER Five Steps to Better Application Monitoring and Troubleshooting There is no doubt that application monitoring and troubleshooting will evolve with the shift to modern applications. The only

More information