Foundation

Studies

We are currently doing an study looking into the 10 things you could do to be more profitable and save money in 2010.

The results to be published later this year. Here are some of the early results and you will find them shocking and counter - intuitive.

1 Stop contacting your customers so much .... you send them so many different messages they are not listening to you. It may be that 90% of your customer contact is stopping your customers from engaging with you properly. The costs of contact is not just media but relationships.

2 Stop surveying customers and start talking to them. They are not a landscape they are people who want proper conversation and the customer should get what they want.

3 Plan to empty 50% of your buildings over the next 3 - 5 years. Reducing building costs and increased home working are practical levers to reduce your overheads. 20 of the largest companies in the world have committed to reducing their office space by 50% by 2012.

For more information about this study click here

Why does Product Management fail to deliver?

Study CES02

Why technology and tech services always over supplied to the point of devaluation of the investment in development and until all the margin disappears?

If you look at most new technologies and services they go through a period when they are over priced then they meet market value after which every player delivers the same product and the values and profit element start to crash. Why is it that product management strategies fail so badly to protect brand values and margins?

Do we just train people badly or are the root cause issues at the heart of our processes and culture that we fail to address? This 2 year study has been looking at the life cycles of a number of products and services and tracked their performance. “There are examples of products that get it right” said Morris Pentel “like the I-phone but examples like that seem to be the exception not the rule”

For more info: CES02@incosci.org

Salers Motivation Cost or Revenue Generation


		According a study completed last year we found that many contact centres failed to use sales targets as an effective motivational tool for their agents. 60% of organisations polled used targets as a limit to performance rather than something to exceed. In a call centre with more than 50 seats this could be loss of 2.5% - 10% of sales performance & revenue.

	We provide tools to assess sales performance and recruitment costs. Request Some Info

Multi Channel Contact - where are you now?

Morris Pentel the head of the Foundation chaired the World Class Contact Forum event on the 7-8 October 2009

The Subject is Multi Channel Contact

How many organisations have a multi channel business model and what are the barriers to entry for those who don’t. Is MCC just hype to make you buy more kit or something useful to drive down costs and drive up customer value?

The Focus Group commissioned the Customer Experience Foundation to develop a set of tools to help guide you through the process of assessing your need and readiness to make the most of Multi Channel contact strategy

For more info about this event

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The Hidden Cost of Technology Failure in the Contact Centre

In a major survey we recently completed for industry leader Empirix we found How good project practice and thorough testing reduce the impact on service quality and the bottom line

90% budget increase?

the shocking cost of project overruns

61% timescale extension?

length of time projects are delayed

48% of project leads replaced?

who ends up receiving the blame


	You can get a copy of the white paper at Call Centre Expo at the NEC on Stand C11 free on the 22/09/09 and the 23/09/09 and meet Morris Pentel the author of the Study.