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Our recommended links:
Direct Marketing of
South Africa
www.dmasa.org
Contact Centre
Management Group (CCMG)
www.ccmg.org.za
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white papers:
In the interest of
stimulating Thought Leadership and Trusted Advisor status, we invite
you to download and read our carefully selected White Papers. Click
on the title to download.
Contact Centre Mega-Trends for 2012
An article/white
paper published in Rod Jones ViewsLetter # 2 14 February 2012
Customer Satisfaction is not necessarily an Accurate Predictor of
Loyalty
An article published
in Rod Jones ViewsLetter 12 September 2011
Is
the SA Contact Centre Industry a Sinking Supertanker ?
An article by Rod Jones published in ViewsLetter
29 August 2011
The Contemporary Contact Centre - The CRM Laboratory for the
Enterprise 11
August 2011 (52 KB)
Today's contact centre has become the centre of excellence for
customer management (CRM) for the entire organisation. Read this
short white paper.
So... You want to start a Call Centre...
(347KB)
An overview of
the realities, the pitfalls and the challenges of starting up a new
call centre business or operation.
Financial
Benefits of Hosted Contact Centre
Technology
(220KB)
Based on research carried out in the US by globally recognised
analysts, the Yankee Group, Hosted Contact Centre Technologies can
reduce Total-Cost-of-Ownership by between 28-45%.
Harvard Business Review - Stop Trying to
Delight your Customers
To examine the links between customer service and loyalty,
the Customer Contact Council, a division of the Corporate Executive
Board, conducted a study of more than 75,000 people who had
interacted with contact centre representatives or through
self-service channels. Visit this website, register and download one
of the industry's most important white papers this decade.
http://www.executiveboard.com/ccc-customer-effort/
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