Ernst & Young have published a white paper that argues for home working as a cost-effective solution to many of the problems faced by contact centre operations.
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Have a white paper or article you'd like to share with the customer service community? Send us your paper.
Home based contact centres - a time for new thinking?
The fog is lifting - the changing face of customer service
The fog is lifting - the changing face of customer service is a short white paper from strategy consultants OC&C. It identifies four service areas organisations will have to focus on in the future.
Improving customer service standards in a regulated, non competitive industry sector
Paper investigating how organisations in strictly regulated monopoly markets focus on the customer, despite evidence that shows more competitive markets produce the greatest customer satisfaction levels.
The real time dash for customer analytics
Al Bandali of Customer Service Measurement Limited outlines the advantages of using customer analytics dashboards to gather real time customer data, and how organisations should start using them.
Surrey County Council Channel Strategy
This document outlines the channel shift strategy that Surrey County Council built and deployed with the aim of moving as much traffic as possible to self serve via their web site. This has reduced their cost per contact and enabled them to delivermore personalised service in areas where self service is either note appropriate or not favoured by the customer.
TOA Technologies 2010 Cost of Waiting Survey
Survey of more than 1,000 Britons about their experience of waiting for utilities, cable/satellite, internet, home deliveries and other services in the past year. Explains negative reactions from customers and quantifies bottom line cost to businesses.
Protecting brands and reputations online
White paper aimed at organisations that provides an overview of social media channels, protecting brand reputation online and gathering feedback.
Why understanding baby boomers, generation X and generation Y holds the key to smart 21st century customer service leadership
Paper that provides a framework for customer service leaders to analyse and manage the generation gap among call centre staff. Argues that leaders need to foster a culture of tolerance and understanding between generations in order to save operational costs and improve customer experience.
Panviva contact centre CSR metrics survey
Business process guidance company Panviva surveyed 54 UK contact centres about customer service representative performance metrics.
What if customer experience has no ROI?
Bruce Temkin discusses the bottom line value of customer experience and how we can go about explaining its benefits.
Temkin Group insight report: May 2010 customer experience survey
Survey of more than 400 employees' thoughts on their company's approach to customer experience.
Customer service directors: A behavioural competency framework
This report defines the behavioural competencies that customer service directors need to exhibit in order to perform well. It's based on 18 months research by Glowinkowski.
Lessons from the recession: Where customer service and support investments yield higher returns for communications and high-tech companies
2010 research conducted by Accenture into the effect of customer experience investment in communications and high-tech companies.
Stated importance, correlation, regression and key driver analysis
Guidance note on the best way to measure what is important to customers and how these measures should be used for deciding how to improve customer satisfaction and loyalty
Process management: An insight
A look at the component parts of Process Management and the importance for the customer.
Supporting Perfomance Improvement in Service Organisations
Service organisations are continually looking at ways to improve performance. This paper (submitted by eg Solutions) gives an overview of approaches that can be used including Lean, Six Sigma and Operational Intelligence.
e-Learning for customer service: Acheiving participant buy-in
Paper that discusses e-learning and how it can be successfully implemented. Written by Stephanie Edwards of Customer 1st International.
How to complain about goods or services
Times article on how to complain about goods or services
The cycle of experiential development: Driving through personal, team and organisational change
Paper that introduces the idea of The Cycle of Experiential Development, a way in which to expand staff comfort zones in order to tackle individual and organisational change.
Online consumer buying behaviour and trends across Europe
A September 2009 paper examines the attitudes towards online shopping across seven countries and indicates some areas of opportunity.
Find out about organisational membership
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