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  • The Importance of Training, Education and Development

    Training is short-term, task-oriented and targeted on achieving a change of attitude, skills and knowledge in a specific area and is usually job related. Education is a lifetime investment and tends to be initiated by a person in the area of his/her interest. And development is a long term investment in human resources.

  • The Role of Call Centers

    Call centers improve customer service by providing quicker response times to queries. For instance, if a customer urgently needs to reach their account manager, rich presence information allows that call to be routed to the salesperson’s current location rather than to their voice mailbox.

  • Customer Engagement Concept

    Customer engagement is the science of optimizing the relationship between consumer behavior and a company’s objectives to produce the most profitable outcome. Customer engagement isn’t limited to a particular channel, and contrary to popular belief, it really isn’t just a marketing concept.

  • Employee Engagement

    Engaged employees deliver better performance, which is critical for business success.

  • Customer Complaint Management

    Customer complaint is a private communication between a company and a customer who communicates the dissatisfaction on a defined matter. Complaints are also considered one of the top level indicators for screening markets. Complaints offer businesses an opportunity to correct immediate problems. In addition, they frequently provide constructive ideas for improving products, adapting marketing practices, upgrading services, or modifying promotional material and product information.

  • EFQM Background

    EFQM is a not for profit membership foundation. EFQM is the custodian of the EFQM Excellence Model, a non-prescriptive framework that can be used to gain a holistic view of any organization regardless of size, sector or maturity. Over the past 20 years, the EFQM Excellence Model has been a blueprint for EFQM members and organizations across and beyond Europe to develop a culture of excellence, access good practices, drive innovation and improve their results.

  • What Are Contact Centers?

    Contact is considered as a central point in an enterprise from which all customer contacts are managed. Any contact centre should include one or more online call centre. It might, however, include other types of customer contact as well such as email newsletters, postal mail catalogs, website inquiries and chats, and collection of information from customers during their purchase experiences.

  • Defining Best Practices in Customer Service

    Best practice means finding - and using - the best ways of working to achieve your business objectives. It involves keeping up to date with the ways that successful businesses operate - in your sector and others - and measuring your ways of working against those used by the market leaders.

  • Market research

    Market Research is a formal analysis of quantitative demand, access and recognition for classes of products or services. It provides an external perspective of your business and industry by producing an overview of a total population, need or industry.

  • What is Customer Service Charter?

    The main objective of the customer service charter is to provide a framework for defining service delivery standards, the rights of customers, and how complaints from customers will be handled. The benefit derived from a charter is usually commensurate with the effort invested by the licensee in the development and review process.

  • Feedback Management

    Customer feedback is data from customers about their perceptions and experiences as your customer. It is typically gathered either directly by companies or outsourced and gathered by market research firms. Feedback can take different forms and can cover a wide range of topics, but is often structured and gathered via surveys conducted by mail, phone, in person or over the web.

  • Customer Effort

    The effort that a customer puts forth to handle his/ her request is called Customer Effort and is measured by Customer Effort Score.

  • Net Promoter Score

    The Net-Promoter Score (NPS) is a loyalty metric developed by Fred Reichheld, a Fellow of Bain & Co and a board member of Sat metrics. In Reichheld’s bestselling book The Ultimate Question, NPS is touted as the most important metric for business, an assertion that has been actively debated since its debut.

  • e-Learning in organisations

    E-learning is commonly referred to the intentional use of networked information and communications technology in teaching and learning.

  • Customer Loyalty Program

    Customer loyalty program is a marketing process that generates rewards to customers based on their repeat purchasing.

  • Benchmarking

    Benchmarking is simply the process of measuring the performance of one's company against the best in the same or another industry.

  • Implementing Service Level Agreements

    A service level agreement is a formal negotiated agreement which helps to identify expectations, clarify responsibilities, and facilitate communication between a service provider and its customers.

  • Client Relationship Management

    CRM is a business strategy that goes beyond increasing transaction volume. Its objectives are to increase profitability, revenue, and customer satisfaction.

  • Key Performance Indicators

    Performance measurement promotes accountability to all stakeholders including the public, service users and government, through monitoring analyzing and communicating the degree to which organizations can meet its key goals.

  • Benefits of Implementing the EFQM 2013 Model

    The 9 Criteria Through the 9 criteria you can understand and analyse the cause and effect relationships between what your organisation does and the results you achieve. Five of these criteria are 'Enablers' and four are 'Results'. The 'Enabler' criteria cover what an organisation does and how it does it. The 'Results' criteria cover what an organisation achieves.