At the beginning of July this year Expolink took on a loyalty contact centre campaign for The Daily Mail. The paper was launching a promotional campaign across its weekend editions to encourage sales and long-term customer loyalty. It needed a contact centre to complement its online presence and anticipated that 4% of contacting customers wouldn’t have access to the internet or would need support filling out the web form. We look at what the results of this campaign show us about how well we understand our customer demographics.
The influential American philosopher Elbert Hubbert once asserted, “one machine can do the work of fifty ordinary men. No machine can do the work of one extraordinary man.” In an age of virtual assistants and automated medical advice lines this is a philosophy us humans should perhaps cherish. Having someone listen to your query or problem and actively strive for a solution or enhance your experience with their product or service, is most consumers idea of excellent customer service. We examine why contact centres continue to flourish in the internet age.
In 2009 The Federation of Small Businesses estimated that 20% of the UK’s working population, or 6.4 million people, did not make it to work due to adverse weather conditions. Considering that the average commute of UK workers is 8.6 miles, the effect and potential for disruption is huge. Productivity and turnover is significantly hampered and many businesses are forced to close for the day due to the lack of trade and staff. We advise on ways to ensure your business operations and revenue are protected during winter.
