media centre
WHITE PAPERS
White Papers written by James L. Tanner,
Communications Department Ltd.
Case Study: Communications Department Ltd helps Northern Ireland’s Driver & Vehicle Agency improve call centre performance by 50% and reduce costs
Every customer contact centre will encounter periods of heavy demand. Northern Ireland’s Driver & Vehicle Agency (DVA) is no stranger to coping with excessive demand for information and services. Thousands of people in Northern Ireland call the Agency to seek advice on the licensing and registration of vehicles.... Read More »
Maximise the customer experience by improving call centre performance 25% and reduce staff costs
Our results demonstrate that whilst maintaining customer service levels, call handling performance can be improved by 25% and call handling staff costs reduced if the below 10 tips are deployed effectively.... Read More »
Why leadership matters in delivering customer service excellence
From my personal experience of working with UK contact centres and help desks I believe that strong leadership is vital in delivering the customer service excellence. At least 60% of the problems could possibly disappear over-night with the right individual on top driving and motivating the teams... Read More »
9 top tips: How to deliver customer service excellence and reduce costs during the economic downturn
From our experience, by accomplishing these nine steps you can reduce customer service costs while improving customer satisfaction and loyalty in your service operations... Read More »
How to maximise the customer experience and reduce contact handling staff costs by up to 50%
The objective of these call centre tips is to outline how you can apply self service to reduce contact handling staff costs by up to 50% while improving contact centre performance, customer satisfaction and loyalty during the economic downturn... Read More »
How organisations will communicate with their customers in the future and deliver excellent customer service
Today’s primarily phone-centric contact centre will become a thing of the past in the
next ten years with ever changing communication devices and always connected communications habits of today’s younger generation of consumers who will become
the dominant customer base of many organisations... Read More »
Top tips for benchmarking call handling teams
Benchmarking only works when it’s supported by senior management who are open to change and improvement. Simply following aprocess for benchmarking contact centre activities and output alone will not drive the ultimate goal of benchmarking, best practice improvement... Read More »
Top tips on unified communications for call handling teams
While unified communications sounds like a dream come true for contact handling teams, technology is only one part of the solution. “People’s training and processes
to manage the effective multi-channel communication need to be addressed to make
this work effectively"... Read More »
Our Partners White Papers
Avoid the Tumbleweed: Top Tips for Building Rapport
“People like people who are similar to them” is the fundamental rule to help build rapport. If you consider the people that you find it easy to ‘get on with’ it is highly likely that you have things in common with them... Read More »
Creating Exceptional Customer Service
For exceptional customer service the entire organisation has to work together to ensure there are no weak links in the service chain. Otherwise your contact centre can bear the brunt... Read More »
Communicate with Charisma
“Charisma” is defined in the Oxford dictionary as ‘compelling attractiveness or charm’
and famous charismatic communicators include President Obama, George Clooney, Oprah Winfrey and Churchill. If Churchill is in the list then we know charisma isn’t just about good looks, there is a depth of something more underneath.... Read More »
Life in the fast lane of the information highway
IMAGINE that having a website is like owning a car. Before you buy one you have to decide what you want and what you need.
Should it be fast, economical, luxurious, basic, flash, powerful, loaded with gadgets etc? All these factors will affect the cost ... Read More »
Innovation in Internet Marketing: Engaging consumers on a personal level with new and exciting ideas
Consider these amazing statistics: There are over one trillion unique URLs on the web at any one time – that’s one million million pages. Globalisation is becoming more relevant as over 25% of the world population has access to the internet and the importance of consumer personal engagement is all the buzz... Read More »
Find Out the Myth and Mastery of Social Media Strategy
IT’S known by many names and it’s all the rage! I’m talking about social media – also known as social media marketing, social media optimisation, SMO, SMM and social networking. For businesses it has tremendous potential and value, but in simple terms social media is just another communication channel with the world... Read More »
