Is the telecom market competitive?

In language that reminded me of a utility company, Sky’s agent Rhys told me that the recent price rise in line rental and call charges were just to bring themselves up the levels other suppliers had risen to. I don’t normally ring up about price rises. But given they were circa 10% at a time […]

Moving from first contact resolution to no contact resolution and first look resolution

There’s a big shift going on in the best businesses. They’re moving on from thinking like businesses who treat customers really really well. And instead,  they’re thinking like customers who want really really good suppliers to meet their needs. That’s what we call “Me2B” – the subject of our latest book “Your Customers Rule! Delivering […]

Food for thought

In this article, Sue Cooke, a Contact Centre Specialist with Budd, helps you think through contact centre growth and the pitfalls of dividing FTE into ‘Sales’ or ‘Service’. Many contact centres start with a fairly small FTE base whilst gauging contact demand, and then gradually increase their FTE number as their contacts increase; some even […]

Why dont we listen prioritise and act on what our customers are telling us

In this article, Ian Morton, Budd’s Consulting Director, discusses how many companies, who claim to be customer centric, are failing to prioritise and drive their business change programmes based on what their customers really experience. He provides guidance for improvement and clear action steps to help you get there. Budd has a phrase ‘It’s raining […]

Crowdsourcing and crowdservicing

In this paper given at the PPF Annual Conference, Peter Massey looks at how two major applications of social media are changing traditional contact and contact centres   Please log in or register an account to download this article.  

Waving not drowning

Change is a constant – it’s one of the fundamental truths about being in business – and for some it’s even considered an occupational hazard that comes without the aid of a safety net or danger money! Companies use projects to help them manage change. Too often, however, ‘it’s raining projects’ across the company, meaning […]

Up Close & Personal

In this article, Susan Caesar, a consultant at Budd, discusses the importance of understanding the causal link between employee behaviour and customer behaviour. Case study findings show that having great agents who listen to customers in order to determine appropriate interventions in real-time can deliver equivalent business outcomes to that of more strategic change programmes […]

Lets hear it from the silent majority

In this article, Ian Mapp, a consultant at Budd, discusses how companies are failing to build valuable relationships with the silent majority of their loyal customers because they focus too narrowly on customer complaint management and not on understanding and eliminating the causes that lie behind the complaints; thereby improving satisfaction and reducing costs. All […]

How useful is a wiki

Recently, whilst working within a financial institution an interesting scenario came to light. There was no formal knowledge management system for front line staff. Some agents had manuals that were up to twelve years old, some had produced their own note books and most just asked each other questions. The result was information chaos for […]