Summary of Reports

 Achiever Software

 JI Group

 Onyx Software

 QAS

 Sage (UK) Ltd, CRM Solutions

 TeleWare

Management Briefings

 Market Overview | Part 2 | Part 3

 Implementation Issues: Danny Thomas of The Thomas Bamber Partnership | Part 2

 Call Resolution: Dimension Data’s Mike Cleugh | Part 2

 Marketing Issues: Bill Blundon of Extraprise | Part 2

 CRM in Government: Wendy Hewson | Part 2 | Part 3

 Management Issues: Philip Everest of Mantix | Part 2

 Case Study: The Carphone Warehouse | Part 2

 Service Management: Steve Downton | Part 2

 CRM Strategy: Keith Bedingham of Verax | Part 2

 Case Study: TD Waterhouse

 Expert Opinion: Rob Brickle of Bsquared Consulting

Issue Summary

Call centres need to understand what their customers want, says Mike Cleugh of Dimension Data.

I heard you the first time - Part 2 | Part 1

This flexibility will not only result in cost savings to a business, but should significantly increase job satisfaction and in turn help to reduce staff turnover.

A better work/life balance is not just beneficial to the agent, it will ultimately be reflected in their dealings with customers – helping to realise the benefits from any CRM programme and, in due course, moving the company a step closer to the goal of delivering first contact resolution.

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Consultants' Advisory 2005

Copyright © 2005