January 06, 2010
Voice specialist GasboxDMG has been chosen by Miele to carry out an ongoing lead generation campaign, until at least September 2011. The campaign will see a dedicated team of agents, based at GasboxDMG's Swindon call centre, working closely with the Miele team to generate leads for Miele Professional, the commercial division of the high quality domestic appliance brand. Read more…
January 05, 2010
Chris Hancock discusses the application of customer service in the sales process, and looks at the way interactions with customers over the phone can be monetised through positive service delivery, and a better understanding of an individual customer. What technical and human elements are needed to drive the concept of 'sales through satisfaction', and how can brands avoid the typical 'hard sell' associated with call centre interactions in favour of a more refined and relevant approach? Read more…
January 05, 2010
In the last issue of Modern Utility Management JaywingDMG's Steve Denby discussed the importance of optimising collection efforts in the utility arena, using a more joined-up and analytical approach to debtor communication as a means of collecting outstanding bill payments. One area he briefly touched on is identifying and managing pre-delinquent customers; those customers who may not yet have missed a bill payment, but who could be in the first stages of financial difficulty. The adage 'prevention is better than cure' was brought to mind. Read more…
December 16, 2009
Managing Director Chris Hancock explains how outsourcing the testing of customer communication improvement concepts to a 'laboratory' environment can provide a dedicated forum for brands to perfect new approaches. Read more…
|
