UBM: TECH DIGITAL RESOURCE LIBRARY

Atmyside


Latest Content From Atmyside

Whitepaper: The Multi-Channel Service Revolution - From Call Centre to Profit Centre

by AtmysideJan 01, 2008

Customers and prospects will make organization’s website their first port of call for product information or other customer service enquiries. Upward trend in numbers of people going online continues unabated and with increased access, will come growing expectation that web-consumer should be properly catered for in terms of both quality of information available and escalation procedures from that initial web contact. This paper suggests how eService integration can help organizations ensure that their contact center meets new customer service challenge, whilst remaining cost-effective. eService delivers substantially improved customer satisfaction, significantly lower operating costs and a greater insight into customer behavior.


Whitepaper: Tear Up the Spreadsheet! eService Changes the Rules: How eService Is Changing Today’s Market Dynamics and the Nature of Customer Service

by AtmysideJan 01, 2008

eServices have suddenly come of age both for suppliers and customers, and with this comes a need to re-assess the approach to this technology. This paper published by eServices makes a measured analysis, but arrives at a provocative-conclusion. It claims that the days of carefully calculating Return on Investment (ROI) benefits are over, at least for today’s exciting-range of web-technologies. It’s not that the sums don’t matter but it’s just that market-expectations have moved on, and customers today won’t take the offerings seriously unless a person can deliver easy-to-use web services as part of his or her channel methodology.