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Exony Launches Best Practice Series To End Retail Customer Service Woes
16 Jul 2007
Customer service satisfaction levels lagging at just 73 per cent, say researchers
With UK retail customer service satisfaction levels disappointingly low, help is at hand for contact centre managers with the launch of a new series of downloadable best practice guides. A huge opportunity to gain a competitive advantage will come to those firms who address flagging consumer confidence, according to Exony, the leading provider of interaction management software for virtual contact centre (VCC) operations and author of the guides, the first of which covers combining real-time and historical reporting. This is particularly key to retailers, given the seasonal peaks of their operations.
Research by the Institute of Customer Service (ICS) recently found that, across the board, UK customer satisfaction levels were running at just 66 per cent, leaving much ground for improvement. Retail firms had a customer service rating of 73 per cent which, while better than many other sectors, still leaves much room for improvement, Exony argues.
Customer service is a key differentiator for retailers. Consumers have a great deal of choice and the contact centre is on the front line of that battle,” said Ian Ashby, CEO of Exony. “We have experience of working with some of the world’s largest and most complex contact centres coupled with some of the most demanding customer-centric organisations. Flexible reporting is at the heart of great customer service – managers need to be able to examine and compare past events, such as pre-Christmas peaks in order to plan ongoing stock levels and resources with confidence.”
Each issue of the Best Practice Series is based on Exony’s experience of working with some of the world’s largest and most complex contact centres, and highlights a key challenge facing contact centres today. The papers have been developed in response to frequent requests from Exony’s customers and partners for ‘best practice’ examples covering a wide variety of issues.
Before managers can implement future improvements, they must understand past events, so issue one of the Best Practice Series introduces the topic of 'One Clear View'. It demonstrates how to achieve access to relevant, meaningful and accurate reporting through a strategy that:
• Provides a single, accurate view of business operations by combining real-time, intraday (same day) and historical reporting in one integrated system
• Enables accurate comparisons with past events to provide a meaningful and consistent context for informed decision making
• Is flexible and user-friendly, allowing managers to combine data in the format of their choice, such as graphs and tables
• Allows users to improve current performance, plan future enhancements, and forecast demand with absolute confidence
The Exony Best Practice Series, issued monthly, can be downloaded from www.exony.com
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