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
Taylor Reach Group
and Academy of Contact Center & BPO China New partners in North America
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.
The Team @CustomerServicesAudit
Developed in NZ but gaining ground around the world, Snapshotz is the cheapest
tool to keep track of the entirety of the customer experience.
out the website http://customerservicesaudit.com/
See sample reports generated as well
as other links such as customers experiences Customer
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:
Customer Services Audit Ltd,
TeleConsultants House, 31 MacKelvie Street, Grey Lynn,
Zealand. Phone: 0064 9 376 2806.