Our Thinking - White Papers

  • Five Myths of Customer Effort

    There are certain myths already being created in this new area of customer service thinking around effort Customers who make contact and are served well are more profitable and loyal than those who don’t All customer effort is equal You have to ask customers...

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  • Five Myths of Customer Self Service

    There are five myths we are continuing to come across after companies have implemented self service functionality: That self service will reduce contacts If you build the solution, customers will automatically adopt The technicians or marketing should design...

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  • Five Myths of Effective Customer Service Models

    As we look around customer sales and service operations we see many businesses striving to find a better way to organise their work and people. They are in search of organisation models that make them more efficient and effective. Many different organisational...

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  • Five Myths of Performance Management in Customer Operations

    There are five myths that encourage these mistakes: AHT or real contacts per hour is an effective measure to manage productivity Supervisors know how to use statistics to improve performance Listening to 5-10 calls per person per month is an effective way...

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  • The Best Service is No Service

    If that were the case think about how much money would be saved by scaling back contact centres and customer service centres. Since 1999 Amazon.com has applied the philosophy that the Best Service is No Service and has delivered 30% year on year reductions...

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  • The Myth of One Dimensional Change

    Those who promote and sell single dimension solutions will claim that the one they have is the answer. But of course these single dimensional answers rarely produce miraculous results: A company promoting ‘six sigma’ or ‘call quality software’...

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  • No Technology Silver Bullets

    If only it was as easy as the vendors say: Technology vendors have been parading their array of silver bullets for many years ‘Workflow software’, then ‘CRM solutions’, ‘quality management products’. ‘Speech recognition’...

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  • Harnessing 'What Our Customers Are Saying' (WOCAS)

    Companies often have reams of data on customer contacts, but most is worthless because: Agents often pick the first-listed contact code Most contacts are multi-issue Find out how to really listen to your customers. Download Now What You'll Learn How to supplement...

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