The Five Myths of Effective Customer Service Models
Introduction As we look around customer sales and service operations we see many businesses striving to find a better way to organise...
The Onshore / Offshore ‘Customer Experience’ Cook Book
Background We completely understand the temptation for organisations to try and save money by moving work offshore. The potential labour...
Myth: Offshoring - Five Things to Get Right
In a recent white paper we described that there were alternatives to offshoring to cut costs and improve the customer experience. We know...
Myth: Adding More Sales and Service Channels is an Effective Multi-Channel Strategy
The hype around “Omni channel” and “Multi-channel” has become so intense you’d think it was a recipe for instant business success. In...
Boosting Sales without Spending More
Background Revenue growth seems to be in short supply these days. Sales competition is fierce in many sectors and there are other nasty...
5 Ways to Improve Customer Experience and Cut Costs Onshore and Offshore
Introduction The last few months have been a disaster for some industries in Australia. The trend for business to relocate to lower cost...