Sword Ciboodle and CCA Research Call for Participants in Survey on the Smart Service Strategies of the Future Contact Centre

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• Publié par: sword-ciboodle
• Nombre de lectures: 10
• Langue: English

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Sword Ciboodle and CCA Research Call for

Participants in Survey on the Smart Service

Strategies of the Future Contact Centre

PR Newswire

GLASGOW, Scotland, June 12, 2012

- Study Aims to Capture the Trends, Services, Roles and Business Operations of

the Next Generation of Customer Contact Centres

GLASGOW, Scotland

,

June 12, 2012

/PRNewswire/ -- Sword Ciboodle, a global

provider of customer engagement solutions, and CCA, the leading independent

authority on customer contact strategies and operations, today announced an

open invitation for participation in their joint research project that focuses on

"Smart Service in the Contact Centre," a study that will help organizations

understand what is driving customer contact strategies and initiatives that are

making service smarter and more effective -- ranging from decision making, to

investments, to future plans. You can participate in the survey by visiting

svy.mk/N3HUcA.

The research will help to reveal insights in five key areas:

How contact centres are coping with a shift from passive service to proactive

engagement

What smart service strategies and new look business models are being adopted

What tools are being relied on to intervene in a customer relationship

Whether the role of the contact centre and its visibility to the board is changing as

customers are becoming more vocal

Understanding what the evolved contact centre will look like and what other trends are

influencing its continued change

In addition to the move from reactive customer service to proactive

interactions, there is a significant amount of hype regarding social and self-

service channels. Many companies are attempting to find a balance when it

comes to continued investment in the "gray area" of self-serve channels.

"For many years, organisations have tried to reduce customer service

interactions or avoid them completely. They've used a range of strategies

including limiting accessibility, cheap sourcing, increasing self-service,

deploying lean service principles and getting customers to help other

customers," said Anne Marie Forsyth, CEO of CCA. "We now believe we are

seeing the start of the Big Switch in customer service where organisations are

beginning to change their strategy and culture by looking at 'Smart Service'.

This means customer problems and issues are actively identified and resolved

and the emphasis now is anticipating the inevitable problems and concerns that

are part and parcel of the customer relationship and fixing them quickly. It also

means companies need to think about joined up customer journeys that

embrace assisted and unassisted channels. This study will help us understand

how far down this journey businesses are."

"There are a number of factors driving a change in Customer Service

strategies, from changing consumer lifestyles to increased competition in the

marketplace against a backdrop of economic difficulty," said Paul White,

Worldwide Sales and Marketing, Sword Ciboodle. "With this survey, we are

looking to understand how today's customer service operations are responding

to those changes, and we're excited to be a part of a study that will help the

overall market do exactly that."

The survey will be open for participation from

June 12th through July 6th, 2012

.

The high level results will be shared openly in

September 2012

.

About Sword Ciboodle

Sword Ciboodle delivers award-winning, modular CRM software to contact

centers worldwide for advanced customer engagement across multiple social

channels. The Sword Ciboodle platform accelerates the ability to deliver

consistent customer service, leading to exceptional customer experiences that

reduce overall operational costs and achieve higher revenue. Sword Ciboodle's

family of product offerings can be categorized into three service bundles; be

served, be solo and be social. The company and its contact center software are

consistently recognized by industry analysts as one of the world's leading

customer-centric solutions; featured by the prestigious Gartner Magic

Quadrant, CRM Customer Service Contact Centers, for five consecutive years.

About CCA

With more than 15 years experience, CCA is recognised as the trusted

reference for research, analysis and expertise. Its work with operators, BPO &

shared service providers and vendors, ensures CCA retains its position as the

definitive source within the contact centre market-place. CCA's agenda for

2012 is to provide customers with the information and data they need to make

informed decisions around the future of their businesses.

Media Contact: Liz Erk, The Jaxson Group, [phone],

[e-mail]