PPT-Customer Contact Wayne Smith, Assistant Head Shared Services – Customer Contact

Jason Williams Corporate Web Manager Cornwall Council Where we were What we have now Face to Face 23 One Stop Shops 36 libraries What we have now Phones 17 Published Numbers Camborne General Enquiries. Shared Services Conference . Thursday. , July 11, 2013 . UC . Irvine Campus. Shared Services:. What It Is, What It Isn’t, And What It Can Be. Agenda. Brief Background on Chazey Partners. Definition . Chapter 7. Learning Objectives. Understand the characteristics of service processes and know how they differ from manufacturing processes.. Construct a service blueprint.. Demonstrate how services are classified.. VP Product Marketing. Dynamic Customer Engagement: . Leveraging Customer Engagement across Social Media and Voice Channels. “We believe that . 80-90%. of your . satisfied customers. can . easily leave . Focus on The Consumer. Who are our customers and Where do they fit?. Who Are Our Customers and How Should We Relate to Them?. Where should customers fit in our service operation?. Do they prefer high or low levels of contact with contact with service personnel and facilities?. Advise . | . Design . | . Integrate . |. Deliver. 8th May 2013 . Introductions. Nigel Bates. Andy Bowie. Serco Global Services. Development Director. Serco Global Services. Head of E-Services. Who are Serco – SGS Public Sector. 06. Subscription Packages. Our Professional Services. 05. Agenda. 01. 02. 03. 04. Problems within the Contact Center Software . Pressure to Change. Strategies to increase Performance in Contact Centre. Takes Customer to DJRS. Takes Customer to SMART Search Tool. Takes Customer to Jasper Reports. Account Maintenance. WESS Help Desk. Contact Info. Account Maintenance. WESS Help Desk Contact Info. For questions or additional information, please contact the WESS Help Desk. Kamyl. Miller. Joseph Huff. Danny Cordova. Dustin Ware. Contact Information. Address: 1234 main . st. Houston, TX 77077. Phone: 1-800-nannies. Email: . colegenannies@sbcglobal.net. . Website: . Presenter Name. Presenter Title. Presenter Date. Better Customer Service Drives Company Value. “…. companies with high customer satisfaction scores . have blown the S&P 500 out of the water, especially over the last few years. Not only have they produced . Dr. Ron . Lembke. How are Services Different?. Everyone is an expert on services. What works well for one service provider doesn’t necessarily carry over to another . Quality of work is not quality of service. LO9–1: Understand the characteristics of service processes.. LO9–2: Explain how service systems are organized.. LO9–3: Analyze simple service systems.. LO9–4: Contrast different service designs.. Topic 4. CUSTOMER RELATIONSHIP MANAGEMENT. Customer relationship management (CRM) is a model for managing a company’s interactions with current and future customers.. CRM refers to the methodologies and tools that helps businesses manage customer relationships in an organized way.. Executive Summary. Financial Management, Information Sharing, and Shared Services COI. April 2016. Finding Summary. 2. To reduce conflicts and smooth the path for success, policy owners needs to provide implementation and responsibility guidance... Ricardo Aguilera. Matthew Kuschert. Tony Minestra. Moderated by . Omar Solomon. Opening Thought. I’ve learned that people will forget what you said, people will forget what you did, but people will never forget how you made them feel. .