More than two thirds of consumers in the Asia Pacific region use the web as their first call for customer service by searching the internet before making a purchase.
A British Telecom and Avaya study found that 79% people in the region are 'shopper swots' who use the internet to plan and research before purchasing. Over half (54%) prefer self service to interacting with sales agents, and 79% said that they would buy more from companies that make it easier to do business online. The research found that consumers in Asia-Pacific countries are increasingly autonomous and able to manage their own customer relationships, signalling a pressing need for companies to embrace a new multi-channel customer service approach.
These autonomous customers are also embracing new technology faster than the organisations that serve them, meaning they want timely, personalised access to services wherever they are, at any time of day and through any device. "By connecting agents with the latest social media and unified communications tools, contact centres can share their knowledge across multiple sites to create 'networked experts' who are much more able to satisfy these more complex enquires from any communication medium a customer should choose," said BT's Andrew Small. "That's true customer service."
Auckland Airport is hosting a week of workshops for airport staff to learn more about offering customer service to Chinese visitors.
The workshops are designed to help staff at Auckland Airport deliver better airport experiences for Chinese tourists - currently the fastest growing tourism market for New Zealand. Auckland Airport's Glenn Wedlock said the workshops are another initiative from the airport to foster and build enduring relationships with China.
"China is one of the world's leading economies and a huge growth opportunity for New Zealand. We have experienced impressive growth in Chinese arrivals during the Chinese New Year period with 30% year on year growth in the combined two month January and February period," said Wedlock. "These workshops will provide staff across the board at Auckland Airport with increased knowledge of how best to interact with our Chinese visitors, ensuring that we in turn provide the best possible travelling experience for them."
The regional Philippine city of Bacolod in Negros Occidental province has been formally identified as one of the country's newest BPO hubs.
The Philippine Department of Science and Technology formally identified Bacolod as a Center of Excellence for IT and BPO during a ceremony this week. Other Centers of Excellence in the Philippines include Metro Manila, Metro Cebu, and Metro Clark. As a Center of Excellence, Bacolod was elevated from the ranks of the "Top 10 Next Wave Cities in the Philippines."
Bacolod-Negros Occidental Federation for information and Communications Technology founding president and executive director and councilor-elect Jocelle Sigue dedicated the distinction to "every call centre agent, technical support representative, global services worker, business process manager, IT-BPO professional" and to Bacolod and Negros residents "working to prove that Bacolod, Negros Occidental is truly a Center of Excellence in the Philippine IT-BPM industry today."
Leaders in Customer Experience Strategy consulting and the largest provider of Customer Experience Research and Analyst studies in Australia, Fifth Quadrant, this week announced the launch of its Co-creation and Customer Experience Design Practice.
Co-creation is a form of open innovation where ideas are shared. Customer Co-creation is the process of organisations creating products, services and experiences in collaboration with consumers, tapping into their intellectual capital and in exchange giving them a direct say in what actually gets produced, manufactured, developed or designed.
Co-creation is a key part of Fifth Quadrant's Customer Experience Design method and has been used across multiple industry sectors.
Research by Fifth Quadrant shows that despite 62% of organisations across Australia and New Zealand citing Customer Experience as one of their top strategies for 2013, very few involve customers or employees in the Customer Experience Design process. In many cases, it appears that organisations will invest significant time and resources in a customer experience design that doesn't create any significant benefit for the customer or the business.
In order to design differentiated experiences that actually meet customer needs, organisations may utilise Co-creation as a primary method of Customer Experience Design. "It is not possible for organisations to unlock personalised value for customers without having customers involved in the unlocking of that value" said Dr Catriona Wallace, CEO, Fifth Quadrant.
For more information on Fifth Quadrant's Co-creation methodology please contact Claire Chow on +61 2 9927 3399 and please see attachment.
Melbourne, Australia (3 May, 2013): Aegis Australia, one of the country's largest outsourcing and contact centre companies, has appointed a new CEO with 20-year customer contact executive Andrew Hume taking over the reins.
Aegis Australia turns over nearly $200 million annually and is a leading provider of a wide range of customer contact solutions. It has more than 2,500 contact centre seats in three locations in Australia providing the customer facing solutions for many major ASX listed companies. Aegis also has successful field marketing and registered training businesses which Hume wants to grow.
Hume, who spent more than 12 years at Aegis competitor Salmat as CEO of Customer Contact Solutions, has a clear vision where he sees the company heading. “I’m determined that Aegis will be a breath of fresh air in the Australian marketplace,” says Hume. “We’re in this for the long-haul and we’re committed to being an innovative partner to the many clients who trust us to deal with and manage their customers. Increasingly, businesses are looking for the benefits of shifting some service delivery to lower cost environments - and that's a solution that Aegis is uniquely qualified to provide."
Hume, one of the architects of the culture that won a contact centre Australia’s Best Employer Award three consecutive years, said one of his first tasks was to bolster his management team.
"I am focused on building an engaged and motivated team of highly talented, energised and creative people to fuel our next growth phase.
"Our team thrives on the challenge of working with clients and partners to craft intelligent solutions that make the complex simple."
Aegis Australia is part of the global Aegis group which boasts more than 55,000 employees in 56 locations across 13 countries with more than 300 clients.