Product Sheets

Best Practice Performance Network

Customer Experience Audit

Contact Centre Efficiency Health Check

Contact Centre Accreditation 2.0

Customer Satisfaction Survey

Staff Satisfaction survey

Case Studies

Customer Service Transformation

WHG CEA Case Study

Monitoring Centre Options Analysis

Contact Centre Implementation

Service Recovery Project

Strategy Development

Feasibility Study

Customer Service Centre Review

Call Centre Helpline Review

Peabody Diversity Case Study

Contact Centre Telephony

 

Articles and Features

Automation not for everyone

2014 Workshop Presentation

Treating Tenants as Customers

It is not as simple as buying a CRM system

e-mail service standards

Redefining Service Metrics