The document discusses challenges and opportunities for optimizing contact management across channels in public services. It outlines three targets: 1) optimizing channel efficiency to reduce costs while maintaining quality, 2) managing contact by shifting to lower-cost channels like web and reducing unnecessary contact, and 3) redesigning delivery processes to reduce back-office costs and enable more self-service options. While some organizations have made progress, fully achieving these goals requires overcoming cultural and process barriers, closely tracking costs by service, and designing processes around customer needs and channel costs.
This paper describes those particular factors that really drive the QOS (Quality of Service) as perceived by the customer. The paper argues that 'soft services' are the real and actual features of a business service that customers really value and not the 'hard' service as usually imagined and focused upon by the provider of the service. So for example, when giving their opinion of a Telecoms provider, people will make their judgement upon how their account queries are handled - in place of the actual quality of the telephone line service. Therefore to succeed service providers need to identify the true 'soft service' elements of what they do and improve them, or find new ones the customers really want. Originally published in 2009, written by Dave Amos.
The overall strategy for PostStream is to work with clients and prospective clients to enable their transition from a physical only distribution model to an optimised multi-channel distribution model that reduces distribution costs, mitigates risk, and improves deliverability and governance for transactional, operational and marketing customer communications.
Is there such thing as a loyal mobile subscriber? In many saturated markets the focus is turning to keeping the high-spending customers, keeping them loyal and converting them to enthusiastic advocates. This research will provide you with clear, actionable ideas that can help you reduce customer churn.
International Journal of Engineering Research and Applications (IJERA) is an open access online peer reviewed international journal that publishes research and review articles in the fields of Computer Science, Neural Networks, Electrical Engineering, Software Engineering, Information Technology, Mechanical Engineering, Chemical Engineering, Plastic Engineering, Food Technology, Textile Engineering, Nano Technology & science, Power Electronics, Electronics & Communication Engineering, Computational mathematics, Image processing, Civil Engineering, Structural Engineering, Environmental Engineering, VLSI Testing & Low Power VLSI Design etc.
This paper describes those particular factors that really drive the QOS (Quality of Service) as perceived by the customer. The paper argues that 'soft services' are the real and actual features of a business service that customers really value and not the 'hard' service as usually imagined and focused upon by the provider of the service. So for example, when giving their opinion of a Telecoms provider, people will make their judgement upon how their account queries are handled - in place of the actual quality of the telephone line service. Therefore to succeed service providers need to identify the true 'soft service' elements of what they do and improve them, or find new ones the customers really want. Originally published in 2009, written by Dave Amos.
The overall strategy for PostStream is to work with clients and prospective clients to enable their transition from a physical only distribution model to an optimised multi-channel distribution model that reduces distribution costs, mitigates risk, and improves deliverability and governance for transactional, operational and marketing customer communications.
Is there such thing as a loyal mobile subscriber? In many saturated markets the focus is turning to keeping the high-spending customers, keeping them loyal and converting them to enthusiastic advocates. This research will provide you with clear, actionable ideas that can help you reduce customer churn.
International Journal of Engineering Research and Applications (IJERA) is an open access online peer reviewed international journal that publishes research and review articles in the fields of Computer Science, Neural Networks, Electrical Engineering, Software Engineering, Information Technology, Mechanical Engineering, Chemical Engineering, Plastic Engineering, Food Technology, Textile Engineering, Nano Technology & science, Power Electronics, Electronics & Communication Engineering, Computational mathematics, Image processing, Civil Engineering, Structural Engineering, Environmental Engineering, VLSI Testing & Low Power VLSI Design etc.
(3/4) Australia - Comparison between two MNOsAhmad Bazzari
Country Study:
Comparison between two MNOs in Australia, business performances and operators’ strategies.
* This short report accompanies a presentation that can be found numbered as (4/4)
* A brief assignment, Course: Wireless infrastructure deployment and economics, at KTH, Stockholm, Sweden. Nov. 2014
Influencing factors on Service Delivery
Impacts of Service Characteristics
The Role of Intermediaries
The Impact of Technology
Strength & Weaknesses of Delivery Models
Inbound SMS services provide you with a simple, cost-effective way to interact with consumers in the occasion of TV votings and competitions, advertising campaigns and business applications.
According to a research report, telecom companies across the globe could lose up to $172 Billion in revenues over the next five years. How can telcos turn the tide and increase the ARPU?
Cloud Communication Services 101 by Twilio Product LeaderProduct School
Main Takeaways:
- How it works and how to leverage communication channels in your product
- Relevant metrics and how to measure them
- Outlook to the future of comms - what’s next?
Life, Pensions, and Investments: What do you want to be famous for? Becoming ...Accenture Insurance
With every area of their marketplace being disrupted, British life & pensions providers have an overriding priority: ensuring an in-depth understanding of each consumer segment. This will allow them to identify where long-term value can be generated in each one, and to develop the capabilities to achieve this goal. This report examines the most important disruptive forces affecting L&P carriers, and the business models that can be adopted to capitalize on this disruption and build value for the long term.
What's your story? Designing a holistic customer experienceJoyce Hostyn
An experience always exists and always generates an impression, but seldom by design. Silo'd approaches result in fragmented experiences and dissatisfied customers. No wonder only 8% of customers report their experience with a given company was superior.
How can we craft a cross-silo content strategy designed to deliver a superior, holistic, customer experience across all customer touchpoints and all stages of the customer lifecycle?
(3/4) Australia - Comparison between two MNOsAhmad Bazzari
Country Study:
Comparison between two MNOs in Australia, business performances and operators’ strategies.
* This short report accompanies a presentation that can be found numbered as (4/4)
* A brief assignment, Course: Wireless infrastructure deployment and economics, at KTH, Stockholm, Sweden. Nov. 2014
Influencing factors on Service Delivery
Impacts of Service Characteristics
The Role of Intermediaries
The Impact of Technology
Strength & Weaknesses of Delivery Models
Inbound SMS services provide you with a simple, cost-effective way to interact with consumers in the occasion of TV votings and competitions, advertising campaigns and business applications.
According to a research report, telecom companies across the globe could lose up to $172 Billion in revenues over the next five years. How can telcos turn the tide and increase the ARPU?
Cloud Communication Services 101 by Twilio Product LeaderProduct School
Main Takeaways:
- How it works and how to leverage communication channels in your product
- Relevant metrics and how to measure them
- Outlook to the future of comms - what’s next?
Life, Pensions, and Investments: What do you want to be famous for? Becoming ...Accenture Insurance
With every area of their marketplace being disrupted, British life & pensions providers have an overriding priority: ensuring an in-depth understanding of each consumer segment. This will allow them to identify where long-term value can be generated in each one, and to develop the capabilities to achieve this goal. This report examines the most important disruptive forces affecting L&P carriers, and the business models that can be adopted to capitalize on this disruption and build value for the long term.
What's your story? Designing a holistic customer experienceJoyce Hostyn
An experience always exists and always generates an impression, but seldom by design. Silo'd approaches result in fragmented experiences and dissatisfied customers. No wonder only 8% of customers report their experience with a given company was superior.
How can we craft a cross-silo content strategy designed to deliver a superior, holistic, customer experience across all customer touchpoints and all stages of the customer lifecycle?
Here's a great customer journey map template to help customer success folks document, visualize and evaluate how they interact with customers. Here is a link to the supporting blog post that details how to use the template and explains some of the assumptions we made in creating the lifecycle stages, and categories = http://www.preact.com/blog/customer-journey-map-template
Why do companies need to manage the entire customer experience? New analysis reveals that the entire customer journey - the series of interactions with a brand - is more important than any single touchpoint experience. Leading companies identify and effectively manage a few "key journeys." When companies perfect managing the entire customer journey, they reap significant benefits—including enhanced customer and employee satisfaction, reduced customer churn, increased revenue, lower costs, improved organizational collaboration, and competitive advantage. Presented at the Harvard Business Review webinar. For more on customer decision journeys: http://mckinseyonmarketingandsales.com/topics/customer-decision-journey
Why companies should care about e-care, Digital customer service is now a strategic imperative, but its adoption is hampered by weaknesses in delivery strategies and incomplete measurement of its effectiveness
Quality of Experience in a Digital World: A CSP Action Plan for Millennials a...Cognizant
Customers of communications service providers want easier to use digital channels, proactive and personalized offerings, and the ability to bring connected technologies to life, our latest research reveals.
Beyond Omnichannel: Determining the Right Channel MixCognizant
Many companies believe that simply adding more customer channels or reducing the time it takes to handle customer queries will boost customer satisfaction and enhance the customer experience. Yet the proliferation of digital technologies and touchpoints have made it more difficult to track customer preferences and purchasing traits. By identifying customers’ preferred contact channels, companies can more effectively engage, serve, and retain them while driving profitable growth.
How to transform your customer experience by making your customer service pro...BrightCultures
Traditionally customer service is reactive, but reactive customer service is both expensive and un-engaging. Meanwhile, proactive customer service offers cost savings and customer engagement opportunities.
This white paper highlights the business case for offering proactive customer service, showcases some great examples of organisations already doing this, how they are benefiting and outlines a process for getting started and for developing ideas and initiatives for improvement.
A new report based on a survey of contact centre professionals lets you benchmark yourself against your competitors. It also explores why so many contact centres are failing when it comes to multichannel strategies and explains how you can deliver value and convenience with a truly joined-up strategy. This is a preview only, to view the full report visit http://www.evaluagent.net/resources/multichannel-maze-report/
Pinnacle digital advisors -How U.S.Telecoms Can More Effectively Convert Data...sangeetk072
Pinnacle Digital Products ,Pinnacle digital advisors,,Pinnacle digital is the leading provider of next generation network and customer analytics solutions
http://pinnacledigital.in/index.html
VINVOX’s telematics applications help automotive industry clients secure customer loyalty, win new business, and make informed strategic decisions based on accurate real-time data.
Customer Service: Achieving excellence through a company-wide approachValue Partners
A new perspective devoted to customer satisfaction, a key driver to increase a company’s value. By Alberto Griselli and Charles Monteux of the São Paulo office
Bentech’s services help provide next-generation strategies on how insurers interact with consumers through the architecture to make it easier and more efficient, through their preferred channel.
Wisconsin Healthcare Technology Association - Valicom PresentationValicom
Valicom's presentation from the Wisconsin Healthcare Technology Association, Fall Meeting 2015. Unlock IT Saving - three areas for major improvement within your telecom environment.
Improving Government service delivery with private sector intermediaries ePractice.eu
Authors: Bram Klievink, Marijn Janssen.
Government organizations operate a variety of channels to interact with citizens and businesses. Advances in information and communication technology have enabled an online presence and more direct interactions.
Improving Government service delivery with private sector intermediaries
10 05-21 capita conf1-2
1. Contact Management Across All Channels 21 st May 2010 Capita's Contact Centres Conference Hallam Centre, London Gerald Power
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11. Directgov and Busineslink visits data for visits to Content ‘Owned’ by central Departments DWP 22 Million HMRC 15 Million Figures are bases on a ‘mash up’ of data from directgov and businesslink using the 09/10 PMF web tool data and attributing service lines to departments.
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16. DWP: Delivery Costs Overall £148Bn of benefits and entitlements were delivered by DWP in FY 09/10 principally through two organisations, Job Centre Plus (JCP) and the Pensions Disabilities and Carers Service (PDCS). DWP Overall annual delivery cost c. £9Bn FY09/10 Despite 22 million hits per year online (vs. UK Population approx 60 Million) this looks like a delivery process firmly rooted in the back office and Face to Face world. Channel Cost £/M Staff (FTE) Telephony [call centres] 284 13800 Back Office + F2F + phone contact with ‘back office’ 2187 69500 'Non Staff' 1716
17. HMRC: Delivery Costs Departmental delivery costs £/M HMRC have a presence at around 220 sites throughout the UK including around 18 dedicated telephone contact centres. Despite 15 Million visits online and heavy use of telephony HMRC looks very much driven from the back office. Current Channel Use Staff Costs Other Costs Total 2,603 1,560 4,163 FTF Telephone Online Other 2% 39% 39% 20%