Learn From the Leaders

  • Benchmarks for First Contact Resolution

    Sydney, 15 September 2007 - It is well known that first contact resolution is an important factor driving satisfaction and consequently a lot of organisations report numbers at 80% or higher. However, even in organisations reporting these types of FCR rates...

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  • The Wonderful World of Wikis Is Changing the Face of CRM

    Sydney, 1 October 2007 - Best known for underpinning Wikipedia, open-source software known as wiki has mushroomed as the core of "Web 2.0," a wonderful world with significant implications for CRM. A wiki (pronounced wick-ee or wee-kee) is, as Wikipedia...

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  • Connect Online for Better Customer Care

    Sydney, 1 September 2007 - Expedia, Amazon, eBay, Hyatt and many other companies have successfully exploited the online channel for sales, but surprisingly few companies have figured out that connecting online for customer care with their customers can deliver...

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  • Premier Support Programs: All Customers Aren't Equal

    Sydney, 11 August 2007 - Almost every marketing text since Theodore (Ted) Levitt and Philip Kotler came onto the scene have emphasized that customer segmentation is key to attract the best customers and extract the most from them. Telemarketing and telesales...

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