Institute of Customer Service Rss Feed for White papershttp://www.instituteofcustomerservice.comen-gbCopyright: (C) Institute of Customer ServiceHome based contact centres - a time for new thinking?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. http://www.instituteofcustomerservice.com/1840-8457/Home-based-contact-centres----a-time-for-new-thinking.htmlhttp://www.instituteofcustomerservice.com/1840-8457/Home-based-contact-centres----a-time-for-new-thinking.htmlMon, 05 Dec 2011 12:00:00 GMTThe fog is lifting - the changing face of customer serviceThe 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.http://www.instituteofcustomerservice.com/1840-8030/The-fog-is-lifting---the-changing-face-of-customer-service.htmlhttp://www.instituteofcustomerservice.com/1840-8030/The-fog-is-lifting---the-changing-face-of-customer-service.htmlMon, 12 Sep 2011 12:00:00 GMTImproving customer service standards in a regulated, non competitive industry sectorPaper 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.http://www.instituteofcustomerservice.com/1840-7634/Improving-customer-service-standards-in-a-regulated-non-competitive-industry-sector.htmlhttp://www.instituteofcustomerservice.com/1840-7634/Improving-customer-service-standards-in-a-regulated-non-competitive-industry-sector.htmlTue, 28 Jun 2011 12:00:00 GMTThe real time dash for customer analyticsAl 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.http://www.instituteofcustomerservice.com/1840-7409/The-real-time-dash-for-customer-analytics.htmlhttp://www.instituteofcustomerservice.com/1840-7409/The-real-time-dash-for-customer-analytics.htmlTue, 17 May 2011 12:00:00 GMTSurrey County Council Channel StrategyThis 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.http://www.instituteofcustomerservice.com/1840-7407/Surrey-County-Council-Channel-Strategy.htmlhttp://www.instituteofcustomerservice.com/1840-7407/Surrey-County-Council-Channel-Strategy.htmlMon, 16 May 2011 12:00:00 GMTTOA Technologies 2010 Cost of Waiting SurveySurvey 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.http://www.instituteofcustomerservice.com/1840-6417/TOA-Technologies-2010-Cost-of-Waiting-Survey.htmlhttp://www.instituteofcustomerservice.com/1840-6417/TOA-Technologies-2010-Cost-of-Waiting-Survey.htmlTue, 14 Dec 2010 12:00:00 GMTProtecting brands and reputations onlineWhite paper aimed at organisations that provides an overview of social media channels, protecting brand reputation online and gathering feedback.http://www.instituteofcustomerservice.com/1840-5901/Protecting-brands-and-reputations-online.htmlhttp://www.instituteofcustomerservice.com/1840-5901/Protecting-brands-and-reputations-online.htmlFri, 10 Sep 2010 12:00:00 GMTWhy understanding baby boomers, generation X and generation Y holds the key to smart 21st century customer service leadershipPaper 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.http://www.instituteofcustomerservice.com/1840-5638/Why-understanding-baby-boomers-generation-X-and-generation-Y-holds-the-key-to-smart-21st-century-customer-service-leadership.htmlhttp://www.instituteofcustomerservice.com/1840-5638/Why-understanding-baby-boomers-generation-X-and-generation-Y-holds-the-key-to-smart-21st-century-customer-service-leadership.htmlWed, 11 Aug 2010 12:00:00 GMTPanviva contact centre CSR metrics surveyBusiness process guidance company Panviva surveyed 54 UK contact centres about customer service representative performance metrics.http://www.instituteofcustomerservice.com/1840-5521/Panviva-contact-centre-CSR-metrics-survey.htmlhttp://www.instituteofcustomerservice.com/1840-5521/Panviva-contact-centre-CSR-metrics-survey.htmlMon, 26 Jul 2010 12:00:00 GMTWhat 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.http://www.instituteofcustomerservice.com/1840-5323/What-if-customer-experience-has-no-ROI.htmlhttp://www.instituteofcustomerservice.com/1840-5323/What-if-customer-experience-has-no-ROI.htmlWed, 14 Jul 2010 12:00:00 GMTTemkin Group insight report: May 2010 customer experience surveySurvey of more than 400 employees' thoughts on their company's approach to customer experience.http://www.instituteofcustomerservice.com/1840-1868/Temkin-Group-insight-report-May-2010-customer-experience-survey.htmlhttp://www.instituteofcustomerservice.com/1840-1868/Temkin-Group-insight-report-May-2010-customer-experience-survey.htmlTue, 08 Jun 2010 12:00:00 GMTCustomer service directors: A behavioural competency frameworkThis 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.http://www.instituteofcustomerservice.com/1840-2108/Customer-service-directors-A-behavioural-competency-framework.htmlhttp://www.instituteofcustomerservice.com/1840-2108/Customer-service-directors-A-behavioural-competency-framework.htmlTue, 22 Jun 2010 12:00:00 GMTLessons from the recession: Where customer service and support investments yield higher returns for communications and high-tech companies2010 research conducted by Accenture into the effect of customer experience investment in communications and high-tech companies.http://www.instituteofcustomerservice.com/1840-2109/Lessons-from-the-recession-Where-customer-service-and-support-investments-yield-higher-returns-for-communications-and-high-tech-companies.htmlhttp://www.instituteofcustomerservice.com/1840-2109/Lessons-from-the-recession-Where-customer-service-and-support-investments-yield-higher-returns-for-communications-and-high-tech-companies.htmlThu, 24 Jun 2010 12:00:00 GMTStated importance, correlation, regression and key driver analysisGuidance 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 loyaltyhttp://www.instituteofcustomerservice.com/1840-3977/Stated-importance-correlation-regression-and-key-driver-analysis.htmlhttp://www.instituteofcustomerservice.com/1840-3977/Stated-importance-correlation-regression-and-key-driver-analysis.htmlFri, 09 Jul 2010 12:00:00 GMTProcess management: An insightA look at the component parts of Process Management and the importance for the customer.http://www.instituteofcustomerservice.com/1840-3978/Process-management-An-insight.htmlhttp://www.instituteofcustomerservice.com/1840-3978/Process-management-An-insight.htmlFri, 09 Jul 2010 12:00:00 GMTSupporting Perfomance Improvement in Service OrganisationsService 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.http://www.instituteofcustomerservice.com/1840-3979/Supporting-Perfomance-Improvement-in-Service-Organisations.htmlhttp://www.instituteofcustomerservice.com/1840-3979/Supporting-Perfomance-Improvement-in-Service-Organisations.htmlFri, 09 Jul 2010 12:00:00 GMTe-Learning for customer service: Acheiving participant buy-inPaper that discusses e-learning and how it can be successfully implemented. Written by Stephanie Edwards of Customer 1st International.http://www.instituteofcustomerservice.com/1840-3982/e-Learning-for-customer-service-Acheiving-participant-buy-in.htmlhttp://www.instituteofcustomerservice.com/1840-3982/e-Learning-for-customer-service-Acheiving-participant-buy-in.htmlFri, 09 Jul 2010 12:00:00 GMTHow to complain about goods or servicesTimes article on how to complain about goods or serviceshttp://www.instituteofcustomerservice.com/1840-1841/How-to-complain-about-goods-or-services.htmlhttp://www.instituteofcustomerservice.com/1840-1841/How-to-complain-about-goods-or-services.htmlWed, 02 Jun 2010 12:00:00 GMTThe cycle of experiential development: Driving through personal, team and organisational changePaper 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.http://www.instituteofcustomerservice.com/1840-5605/The-cycle-of-experiential-development-Driving-through-personal-team-and-organisational-change.htmlhttp://www.instituteofcustomerservice.com/1840-5605/The-cycle-of-experiential-development-Driving-through-personal-team-and-organisational-change.htmlMon, 09 Aug 2010 12:00:00 GMTOnline consumer buying behaviour and trends across EuropeA September 2009 paper examines the attitudes towards online shopping across seven countries and indicates some areas of opportunity.http://www.instituteofcustomerservice.com/1840-3806/Online-consumer-buying-behaviour-and-trends-across-Europe.htmlhttp://www.instituteofcustomerservice.com/1840-3806/Online-consumer-buying-behaviour-and-trends-across-Europe.htmlFri, 25 Jun 2010 12:00:00 GMT