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 The Download

Snapshotz Online Feb 2011

“03 steps to opening the door of Opportunity: first is resolve, the second is to act on the resolve and then keep an eye out for the door of opportunity that will open.” Anon

As we get set well into the saddle of 2011, I would like to share trends emerging from Snapshotz customer engagements in 2010 and continue to share these with you as the year 2011 goes by.

Amongst many things planned for 2011 is to invite leading practitioners and experts in the Contact Centre world and other disciplines to speak to us on various topics. The first session was held on the 17th of Feb 2011 @ our offices in MacKelvie Street. Professor Tim Bentley, Head of Research and Associate Head of the School of Management at Massey University spoke on ‘Bullying and Harassment in the work place do’s and don’ts’ with emphasis on contact centres. Check out our Event Calendar for topics and speakers for the first half of 2011.

Times they are a changing
We had the pleasure of a visit from a delegation headed by Mr. He, Chief Auditor from the P.R of China wanting to know how to adapt Snapshotz Online to their audit programme. Read more in our news and events section.

Taylor Reach Group and Academy of Contact Center & BPO China New partners in North America & China
We are also pleased to announce that we now have new certified partners in North America The Taylor Reach Group and Academy of Contact Center & BPO China. Both Colin Taylor (CEO) and Mike Mi (Chairman) internationally renowned industry stalwarts, hail Snapshotz as the worlds leading contact centre self assessment software and we at CSA look forward to working with Colin’s team across Canada and North America and Mike’s team in China.

2011 TRENDS to Watch:

  • The cost reduction focus has lifted from ‘slash’ to spend on what is necessary to increase or maintain competitive edge. Whilst freezes on recruitment remain in the public sector there is critical need to deliver service by raising productivity. Low cost offerings with holistic approaches and ready implementation and importantly impact will have an open door. (Snapshotz Online really is a winner here)
  • Customer Engagement (not to be confused with customer service) is the buzz word with a focus on how to manage all customer touch points across the business.
  • Quality approaches are being completely overhauled as these costs money and cost more if not employed right to meet the needs of the organisation and its customers.
  • For 60% of our customers, Information system strategic plans (ISSP) refreshes for contact centre technology is on the cards. There is an absolute need to add more functionality upgrade or get new technology across every aspect of the contact centre. Get in front of your CIO. NOW!

 

The Team @CustomerServicesAudit


About



Developed in NZ but gaining ground around the world, Snapshotz is the cheapest tool to keep track of the entirety of the customer experience.

Check out the website http://customerservicesaudit.com/ See sample reports generated as well as other links such as customers experiences Customer Experiences

Snapshotz Online has multiple applications – audit, planning, training, comparison of teams and performance, review and reporting.

If you wish to find out more contact us or our certified partners and we will be happy to discuss any questions you may have. Contact information: Email: Info@customerservicesaudit.com

Customer Services Audit Ltd, TeleConsultants House, 31 MacKelvie Street, Grey Lynn,
Auckland, New Zealand. Phone: 0064 9 376 2806.

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