Call Center Management, Call Center Outsourcing
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Bernard Tsang, director of customer relationship management at CSL Hong Kong talks about how Hong Kong's oldest mobile operator uses CRM strategies to expand or deepen its relationships with customers to reduce customer churn.
Customer service remains a primary focus for call centers. Gary Barnett, chief technology officer at Aspect Software, believes that unified communication plays an important role in the ongoing delivery of customer service.
As a call center source Malaysia's multi-cultural heritage puts it in a unique position of being able to offer outsourcing services in at least four languages. Nirinder Singh Johl, President 2010-2012 of the CRM & Contact Centre Association of Malaysia offers his insight into the strengths and weaknesses of the industry (this is part 1 of a 2 part series).
Companies all over the world have realized that contact centers are more than just for answering customer queries. The role of the contact center has become increasingly crucial in customer retention and, thus, future revenue. This shift is now forcing companies in Asia to re-evaluate the significance of the contact center.
The "Customer Engagement Case Studies and Industry-specific Strategies" eGuide highlights the result of a Questex Asia reader survey aimed at identifying the challenges that organizations have in fine tuning the needs of the contact center to address the dynamic nature of customer engagements. Get your free copy here.
Frontpage Content by Topic with Image
As a call center source Malaysia's multi-cultural heritage puts it in a unique position of being able to offer outsourcing services in at least four languages. Nirinder Singh Johl, President 2010-2012 of the CRM & Contact Centre Association of Malaysia offers his insight into the strengths and weaknesses of the industry (this is part 1 of a 2 part series).
Companies all over the world have realized that contact centers are more than just for answering customer queries. The role of the contact center has become increasingly crucial in customer retention and, thus, future revenue. This shift is now forcing companies in Asia to re-evaluate the significance of the contact center.
If you have not heard of Sen. Charles Schumer (D-NY), better start reading up on him. He is proposing legislation to limit call center jobs that are outsourced overseas.
Knowledge Central Multiple
Knowledge Central
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When Bharti Airtel, India's largest mobile operator, discovered a manually-operated outbound calling infrastructure was limiting its ability to ensure better customer experience, the company turned to Genesys to implement a solution that integrates marketing, customer service and collection ensuring that the various departments do not overwhelm the engagement experience for customers.
As one of India's largest banking institutions, HDFC Bank has embraced sophisticated information technology to pursue its expansion from corporate banking to become a world-class provider of wholesale and retail financial services. SAS provides a broad range of analytics to help HDFC Bank make credit decisions, enhance its cross-sell and up-sell marketing, and comply with strict regulations.
