Friday Aug 23, 2013

How Do You Make Profits From Your Contact Center?

Transform Contact Centers into Profit Centers

Customer service is now viewed as a strategic profit center at nearly 70% of surveyed organizations, according to Aberdeen. Service organizations that focus on providing easy, consistent, and relevant interactions across the customer lifecycle, including service and support delivery, are experiencing higher levels of customer acquisition and retention and are achieving better revenue and margin growth rates. 

What might it look like if you equipped your agents to not only deliver great service, but also recommend and sell product and service offers that are personalized in real time? In this new video, "Turn Your Contact Center into a Profit Center," see how Oracle Service products empower service agents to delight customers and sell more.

How do you transform your contact center? In this Aberdeen research report, “Service Excellence and the Path to Business Transformation,” learn strategies and action steps that, along with enabling technology, will help you to make profits from your contact center.

Tuesday Oct 23, 2012

The Path to Best-In-Class Service Business Performance


What would it matter to offer your customers best-in-class service and support experiences? According to a new study, best-in-class companies enjoy margins that are nearly double the average, retain almost all of their customers each year, deliver annual revenue growth that is six greater than average, and realize cost decreases rather than increases!

What does it take to become best in class? Some of the keys are:

  • Engage customers effectively and consistently across all channels
  • Focus on mobility to improve reactive service performance
  • Continue to transition from primarily reactive to proactive and predictive service performance
  • Build the support structure for new services and service contracts
  • Construct an engaged service delivery team

Join the Aberdeen Group, Oracle, Infosys, and Hyundai Capital as we highlight the key stages in the service transformation journey and reveal how Best-in-Class organizations are equipping themselves to thrive in this new era of service. Please join us for "Service Excellence and the Path to Business Transformation" -- this Thursday, October 25, 8:00 AM PDT | 11:00 AM EDT | 3:00 PM GMT | 4:00 PM BST.

Monday Oct 15, 2012

Aberdeen 10/25 Webcast: Service Excellence and the Path to Business Transformation

The uncertain economy has had a sustained impact on service organizations and processes. The impact has contributed to new complexities - new customer engagement channels, enhanced user and customer expectations, rapidly evolving technologies, increased competition, and increased compliance and regulatory mandates. Yet many organizations have embraced these challenges by investing in and transforming customer service to evolve, differentiate, and thrive under current constraints. What is their secret?

Transforming Support Centers into Profit Centers

According to the recent Aberdeen research report, “Service Excellence and the Path to Business Transformation”, service is now viewed as a strategic profit center at nearly 70% of organizations. As customers demand improved service, in terms of speed, efficiency and reliability, an organization's success has become increasingly dependent on optimizing the customer ownership experience. Those service organizations focused on providing easy, consistent, and relevant interactions across the customer lifecycle, including service and support delivery, are experiencing higher levels of customer acquisition and retention and are achieving better revenue and margin growth rates. 

Don't miss this opportunity to learn how to transform to provide the next generation of service offerings. Click here to register now for the webcast and download a complimentary copy of this informative new research paper.

Tuesday Dec 13, 2011

Benchmark Your Company's Customer Service and Support to Grow Profits

How are best-in-Class companies transforming their service and support businesses to drive increased business value? Aberdeen Group’s Service Management team, in partnership with Oracle, is conducting research that will help companies such as yours determine the Best-in-Class procedures for transforming service and support towards more of a strategic business function.

By participating in Aberdeen's brief survey, you will be able to see how your experiences in service delivery and customer support compare with those of your peers, benchmark your performance, and see how you can achieve Best-in-Class results.

Your participation is a vital part of the report development, and serves as the foundation of this original research. If your company is planning on implementing service automation solution, or is simply evaluating the potential benefits, we would appreciate your feedback in this brief, 10-minute survey.

In appreciation for sharing your time and thoughts with us, Aberdeen will provide complimentary access for you to the full benchmark report as soon as it is published (a $399 value).

Individual responses will be kept strictly confidential, and data will only be used in aggregate.

We look forward to hearing from you, and greatly appreciate your time and participation!

Click here to start Aberdeen's 10-minute survey.

"Survey responses are collected and used by Aberdeen in accordance with its Privacy Policy."

Tuesday Dec 06, 2011

How Do the Best Companies Profit From Service and Support?

Aberdeen Group logoWould you like to learn how Best-in-Class companies are managing and transforming their service and support businesses to drive increased customer and business value? Aberdeen Group’s Service Management team, in partnership with Oracle, is conducting research that will help companies such as yours determine the Best-in-Class procedures for transforming service and support towards more of a strategic business function.

By participating in Aberdeen's brief survey, you will be able to see how your experiences in service delivery and customer support compare with those of your peers, benchmark your performance, and see how you can achieve Best-in-Class results.

Your participation is a vital part of the report development, and serves as the foundation of this original research. If your company is planning on implementing service automation solution, or is simply evaluating the potential benefits, we would appreciate your feedback in this brief, 10-minute survey.

In appreciation for sharing your time and thoughts with us, Aberdeen will provide complimentary access for you to the full benchmark report as soon as it is published (a $399 value).

Individual responses will be kept strictly confidential, and data will only be used in aggregate.

We look forward to hearing from you, and greatly appreciate your time and participation!

Click here to start Aberdeen's 10-minute survey.

"Survey responses are collected and used by Aberdeen in accordance with its Privacy Policy."

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