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How do we gain insight that genuinely drives improvement? What are the strategic developments that drive sustainable change?

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Take a look at these articles, videos and links
Apex Awards Case Study 2011: Analytics transform outbound collections
Are we fit for purpose? Rethinking customer contact in a digital world
Arise Awards Case Study and Site Visit 2014: High performance homeworking at scale
British Gas Services Case Study 2015 - Delivering the end to end customer experience
Changing Gear: Rise to the customer challenge
Communication choices - new research from OFCOM
Customer 3.0: customer operations in an age of consumer empowerment
Customer Effort – A global metric to drive customer loyalty
Customer Effort - the original Harvard Business Review article
Driving the professional agenda in 2013
DRL (Appliances Online) Case Study 2012: Voice of the Customer helps online sales
Hughes Insurance Case Study 2015 - EQUIP: quality and continuous improvement
LV = Case Study 2015 - Engagement: driving a customer culture
Mapping your social customer service eco-system
Motability Operations Case Study 2015 - Ask Mo: how knowledge gives confidence with customers
Professional accreditation for individuals and teams
Putting People First
QVC Awards Case Study 2009: What happens when ‘planning’s got talent’?
RESPONSE Case Study 2015 - Transform how communication happens in the business
Scottish Power Awards Case Study 2010: Planning for an effective back office
Six Tips for Influencing
Social media and the digital contact centre
Strategic trends in planning customer contact
Support: the need for collaboration and engagement
The 2013 performance and quality survey (P&Q Campaign)
The LimeBridge Value Irritant Grid
The Operational Excellence Model and the Five Steps to Success
Top ten tips from the 2012 Innovation Awards
Understanding channel shift and the use of new media


 

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