This white paper has been produced for the Call Centre Helper webinar of the same name, sponsored by NewVoiceMedia. The paper is a subset of a broader topic and practices under the banner of “The Best Service Is No Service”. This best selling business book was written by 2 of my colleagues Bill Price (US) and David Jaffe (Aus) and the title is based on Bill’s philosophy which he implemented as first SVP of Customer Services at Amazon.com.

The approach has now been proven in many different industries and businesses, demonstrating clearly that better customer experience results in considerably lower costs.

The start point of this paper is 3 simple things to focus on, namely: