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Global News
24-Apr-2012

The Australian arm of electronics company Acer has chosen a Drishti Ameyo solution to upgrade its inbound customer service.

cer Australia said it required a solution to handle all interactions from customers and its wide-spread channel partner network by providing the right information to its agents in a unified screen for fast query resolution. "We were looking for a solution that could integrate with our backend system to provide appropriate information to agents, thus maximising their productivity, something which our previous solution was not forthcoming with," said Acer's Dan Balachandra.

Acer says the new solution provides the company with enhanced agent productivity, real-time monitoring of performance levels and allows management to make changes when required. "Providing our customers and channel partners fast and quality support can be a daunting task if our agents have to access disparate applications at the same time," Balachandra said. "Dristhi provided us with a comprehensive technology that integrated seamlessly with the ticketing system of the back-end CRM, and displaying a unified interface to our agents."

...read more

National News
26-Apr-2012

Garuda Indonesia will introduce the Amadeus Altea Customer Management Solution to upgrade its airline passenger service processes.

The solution will manage Garuda Indonesia's domestic and international reservations, inventory and departure control processes. "Upgrading to Amadeus' cutting-edge technology will enable us to further enhance our existing customer service offering, introduce more automation and flexibility for our customers and help us refine our customer-facing business processes," said Garuda Indonesia's M. Arif Wibowo.

"Today, technology is a critical component of an airline's infrastructure, and the Amadeus Altea system will ensure we remain competitive with world-class airlines in the region," he said. The technology upgrade is part of the Garuda Indonesia Quantum Leap program, which has seen the airline modernise and expand its fleet with new A330 and Boeing 737-800 aircraft, relaunch services to Europe and also announce its intention to join the SkyTeam global alliance.

...read more


If you love 'your call' check out Catriona's other blog: Devil Wears Grey

 

Welcome to 'your call'. Hi, Catriona here. A warm welcome to 'your call', the service industry-related blog from Fifth Quadrant. This blog sets out to provide an interactive, entertaining and informative dialogue between the Fifth Quadrant portal and service industry related people, globally, however as most of you are too shy to blog with me, instead the blog tends to be my ramblings about what’s happened in the industry over the last week with some news, research commentary and fashion advice. And it's 'your call' so you can submit comments at any time to tell me exactly what you think ..... We now have over 9000 people reading the blog weekly, so I do hope you enjoy the blog and find it useful. Catriona

Zen and the Art of Call Centre Management
Tuesday, October 11, 2011

Earlier this year Fifth Quadrant in company with IBM researched and produced a cracker of a Whitepaper, titled Service Strategy Maturity: A Model for Business Performance. This was a study of over 100 Australian based organisations, the maturity of their service strategy and their business performance (efficiency, customer experience, employee engagement and revenue performance).

One of the key findings is noted below:

Employee Engagement and Operational Efficiency performance moderate the relationship between Customer Experience / Satisfaction performance and overall business performance.

Organisations that rate above average in terms of Customer Experience / Satisfaction performance are statistically significantly more likely to have above average Employee Engagement and Operational Efficiency performance. These two variables have a positive and significant relationship with Revenue Generation performance ratings.

This means that the study did not find a direct relationship between customer service and revenue rather an indirect relationship that was affected by employee engagement levels and efficiency and productivity levels.

This, ladies and gentlemen, straight and gay people, is very interesting.

We have long talked about happy employees meaning happy customers, a slogan which makes me want to vomit a little, but in fact now we have empirical evidence to prove that these two variables, employees and customers are intrinsically linked, cannot nor should not be untwined, and are highly dependent on each other. Only when this relationship is understood will organisations be able to optimise revenue performance.

This is so deep that I cannot write any more.

I am in a Zen state of reflection and wonder.

If you would like any more info on this please contact Chris at ckirby@fifthquadrant.com.au

He is not in a Zen state. He is in a Researcher state. Different.

He does not hear the sound of one headphone screeching in the forest as I do.

I will stop now.

Also please be sure to register for our upcoming webinar