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2016 Death Of The Contact Centre As We Know It?

Companies are starting to realise that their customer contact can’t just be good some of the time, it has to be consistently excellent across all channels all of the time. So with traditional methods dying out to new and innovative technologies and solutions that are shaping the contact centre of the future...does 2016 spell the death of the contact centre as we know it? 

Interviews

James Leech, Head of Customer Services, Argos

James discusses the considerations behind developing strategic and tactical contact centre solutions for the Argos business, ranging from digital channels to running a continuous improvement programme. 

Jean-Marc Codsi, VP Global Customer Experience, eBay Inc.

Jean-Marc talks about the importance of building trust in an organization such as eBay and why honesty is always the best policy with customers.

Adam Rowse, Managing Director, Relationship Banking, Barclays

Adam Rowse, Managing Director, Relationship Banking, Barclays speaks with the Customer Management Network about the challenges faced when managing over 4000 employees in call centres, and how he tackles these issues to deliver an excellent customer service. Adam also discusses his approach to the growing shift towards digital banking and much more.

Jan Smets, Director of Customer Care, Bpost

Jan Smets, Director of Customer Care, Bpost speaks with the Customer Management Network about how the service ad marketing functions affect each other when building a customer strategy, how has social media affects customer strategy, and touches on some of the initiatives he has put in place to tackle the social media phenomenon.

Neil Blagden, Director of Customer Strategy & Business Operations, CCO, DirectLineGroup

Neil Blagden, Director of Customer Strategy & Business Operations, CCO, DirectLineGroup speaks with the Customer Management Network about how he combines business operations, customer experience transformation and multichannel strategy to deliver a great customer service strategy, how has social media has affected his customer strategy, and the initiatives he has put in place to tackle the social phenomenon. Neil also discusses how he goes about delivering a great level of service whilst streamlining operational activities.

Jack Upton, UK Director of Training, Education & Customer Services, McDonald’s

Jack Upton, UK Director of Training, Education & Customer Services, McDonald’s speaks with the Customer Management Network about being accountable for the training, education and customer services throughout McDonald’s in the UK, and the impact his training initiatives have on the customer service McDonald’s deliver, and much more.

Fiona Veitch, Director of Global Contact Centres, Jumeirah Hotels

Fiona Veitch, Director of Global Contact Centres, Jumeirah Hotels speaks with the Customer Management Network about how she link customer contact centres to make sure there is a single view of the customer, the importance of people management in her customer contact centres and she leverages this to deliver an excellent level of customer service. Fiona also discusses the difficulties in managing the delivery of an excellent customer service whilst keeping costs down.

Nick Crossland, Director of Customer Services, Bupa

Nick Crossland, Director of Customer Services, Bupa speaks with the Customer Management Network about the core elements he focuses on in his customer service strategy, the implications of multichannel been on his overall service delivery strategy, and how he goes about delivering a great level of service whilst streamlining operational activities.

Video

Working With Continuous Improvement in a Customer Service Operation

Monika Lutke-Daldrup, Head of Consumer Services, Lego presents on how continuous Improvement starts with the management and under their leadership works down through the organisation. Improvement also requires a high degree of change and change management is a vital piece of the continuous improvement puzzle.

Streamlining Operational Activities to Ensure an Effective & Customer Focussed Workforce

Neil Blagden, Director of Customer Strategy & Business Operations, CCO, DirectLineGroup presents on the fact the customers are the lifeblood of any business, but how do we attract new customers and retain existing ones with limited – or no – budget. Neil discusses how DirectLine has taken the journey to reduce costs across the business, whilst still maintaining an excellent level of customer service and building an internal culture that strives to put the customer first.

Video

What’s Actually Being Done to Enhance Customer Contact Through a Multi-Channel Approach?

This panel discussed features the thoughts of Ruth Genelazo, Head of Customer Services, Moonpig; Debbie Kneller, Operations Director, Telephone Banking, Lloyds TSB; Adam Rowse, Managing Director, Relationship Banking, Barclays; and Oke Eleazu, Strategic Advisor, Sainsbury’s and delves into what is currently being implemented to communicate with customers through the channels they desire.

Video

Megan Neale, Global Head of Customer Engagement Centres, Unilever

Business, but what should be the aim of every individual, whether customer facing or not? Delivering an experience that evokes an emotional reaction from customer makes them more likely to share their positive experience with their peers. With over half of the global population using the internet and over 2 billion social media users, how can a brand engage global customers on an emotional level using digital means?

Video

Megan Neale, Global Head of Customer Engagement Centres, Unilever

Business, but what should be the aim of every individual, whether customer facing or not? Delivering an experience that evokes an emotional reaction from customer makes them more likely to share their positive experience with their peers. With over half of the global population using the internet and over 2 billion social media users, how can a brand engage global customers on an emotional level using digital means?

Video

Paul Pugal Customer Service Director - Auto Trader UK

Auto Trader started life as a regional magazine known as Thames Valley Trader and has since become a digital-only retailer whose website accounts for around 85% of time spent on Automotive websites in the UK! With reduced personal contact with customers and a need for customers to have more control over their interactions with an organisation, Auto Trader have transformed their customer service strategy that moves from an operational culture to a customer culture, reduced call volumes,cost and increased customer satisfaction.

Video

Keith Fletcher, Head of Customer Experience Change Programme, E.ON

Five years ago, E.ON were in a very different place to where they are now. Dealing with major struggles made them reconsider their business strategy to turn the tables around. The simple idea to make Customer Experience Principles responsible for steering key decisions as well as gaining buy-in from the entire organisation to run E.ON through the lens of the customer has resulted in Keith Fletcher and his team drastically improving customers’ lives. Keith talks about this journey here.

What is Customer Experience?

Ensuring a great multi-channel customer experience, hinges on an organizations’ ability to put the customer at the heart of the business. This video, produced by the Customer Management Exchange Network, serves to demonstrate the importance of customer experience in today’s environment touching on critical strategic issues such as customer loyalty, accountability & ROI, social media and customer centricity.

Andrew Mann, Customer Data Director, the Co-operative Group

Data can be a scary prospect for many organisations. Where do you start in turning insight into action? How can you personalise your offering to customers without seeming to intrude on their privacy and sell them too much? Where is the best place to get your message across?

Hear examples from Andrew Mann on how you can solve crucial business challenges using customer data, including using data to create a more personalised, segmented strategy or giving customers a sense of control over their experience.

Fabien Pelous, Customer Contact Centres Project Director - Air France - KLM

Retaining customers in the “switching culture” of today means that tailoring your experiences to your customer segments is key. Offering more services to customers who give you more business can ensure that they feel valued, whether that means ensuring their query is resolved in just onestep, that services are available to them on a 24-hour basis or that their level of comfort during interactions isimproved through the reduction of language barriers. Find out here why it’s important to introduce segmentation to your business in order to deliver above and beyond while increasing revenue.

Video

How Good Is The Experience At Leading UK, French And German Companies - As Rated By Their Consumers?

Joana van den Brink-Quintanilha, Senior Analyst, Forrester presents on how most companies struggle to achieve their customer service goals due to other projects that may potentially be perceived as ‘higher priority’. However, everyone can agree that a great customer service strategy is now a legitimate differentiator in the market and can make a huge bottom line impact in business.