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EXECUTIVE MEMBER
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Vodafone Fiji
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Article : Economic Survival Through Better Customer Service!

When marketing budgets are slashed and nothing is earmarked towards obtaining new customers, companies suddenly realize how important it is to keep the customers they already have. We ask our members why, during a recession, is customer service critical to an organization’s survival?

Click here to find out how you can obtain more great tips on surviving the economy from the Best-of-the-Best!

Les Torrance
Customer Support Centre Director
Sykes
United Kingdom

"From an outsourcing perspective, whilst it is important to manage costs, it is critical to retain and potentially gow your existing business. Outsourcing Companies who pay lip sevices to customer service run real risks in losing business, which will cost them dearly."

About Sykes

Sykes is a provider of end-to-end customer care management solutions, providing CRM solutions for many companies in the technology, finance and communications industries, primarily large fortune 1000... (read more)
 
Arnold Miranda
Service Deliver Leader
FIS Global
India

"During recession times marketing budgets aren’t spared too, and that why it becomes that much more important to focus on organic growth.
A great customer experience can translate into customer loyalty and that can have a positive effect on profitability. A survey conducted in 2008 concluded that customer expectations are continuously increasing while customer satisfaction with the experience is continuously decreasing, this causes customers to defect, the survey also noted that 67% of all respondents had switched service provider in at least one industry, at least once in the past 12 months.
Customers are demanding and while they are looking for the best offer they are not blind sighted by just that, they expect great customer service too. In these times a customer needs as much attention as possible, a smallest slip in attention could lead to a defected customer; however it does not make sense to spread your customer service thin, what organizations need is focused customer service especially on its high value customers to facilitate growth"

About FIS Global

BPO and ITO organization.
 
Mark Weingarten
Assistant Vice President Customer Service and Operations
ivci
United States

"Customers understand how important their money is and how they spend it. If they don't feel they are getting value for the money they spend, they will go elsewhere."

About ivci

IVCi provides services related to HD video conferencing system, state-of-the-art telepresence technology, an integrated audio visual solution, managed conferencing services, audio and Web conferencing... (read more)
 

About ContactCenterWorld:
Company Logo# ContactCenterWorld ContactCenterWorld is The Global Association for Contact Center & Customer Engagement Best Practices. Today we have over 215,000 corporate 'individual' members have joined the association's website 'ContactCenterWorld.com'. We were established in 1999. www.contactcenterworld.com
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Today's Tip of the Day - 100% Recording

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Related Editorial

Published: Thursday, April 16, 2009

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2024 Buyers Guide
Get Listed
Business Continuity

 
1.) 
Eckoh

CallGuard Remote
A flexible way to take secure, PCI DSS compliant payments from home or remote locations. It’s quick to deploy needs no changes to processes or systems.

CallGuard Remote prevents agents from seeing, hearing or recording card details so, the agent, their screen, and any call recordings are removed from the scope of PCI DSS.

This simple approach means the customer effectively types their own payment information into the agent’s payment screen, but with the card details being shielded from the agent’s view. It’s simple, and highly effective.
2.) 
Pointel

CCaaSSync – Contact Center Disaster Recovery Solution
CCaaSSync is a comprehensive solution to help businesses prepare for unforeseen disasters that may impact their Genesys cloud contact center infrastructure. Our disaster recovery solution ensures that your business remains operational and continues to provide seamless customer service even in the event of catastrophic failure of your primary infrastructure.

Our disaster recovery solution is a cloud-based service that allows you to synchronize your primary Genesys cloud contact center infrastructure with your disaster recovery Genesys cloud contact center infrastructure, allowing you to quickly and easily switch over to the backup infrastructure in the event of a disaster. This ensures tha...
(read more)
3.) 
Vads

VADS Business Continuity Plan
VADS provides a business continuity plan by providing full outsource services and manage services. we've provided this to several clients. You can contact us for a detailed study case.
4.) 
Teckinfo Solutions Pvt. Ltd.

InterDialog UCCS
Adapting to the new normal contact center industry has to be ready for work from anywhere agents to maintain business continuity. Even when working from remote locations, the work from home agents or remote agents need to be monitored for smooth customer service operations or effective tele sales.

InterDialog UCCS with its work from home agent ready call center software helps you to have complete control over your contact center operations. Agents can log in from any where , home, office or any other place where they are through their mobile phone or desktop , or even through our ID mobile app . With centralized recording & reporting , you gain visibility of all contact center metrics , and you can manage your center the same way as you were doing when working from office.
 

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2024 AMERICAS - The 19th Annual Next Generation Contact Center & CX Best Practices Conference
The 19th AMERICAS Annual Best Practices Conferences are here! Meeting Point for the World's Best Contact Center & CX Companies Read More...
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