Case Studies
Operational risk is an ever-present challenge of the banking industry, inhibiting performance and reducing profits as banks need to keep adequate reserves of capital to cover potential losses. But in recent years, corporate wrongdoing, high-profile fraud and major process failures have put the dangers of operational risk – and the consequences of poorly managing it – in the spotlight. This case study looks at how Woori Bank in Korea went with analytics to reduce its operational risks.
This case study is about how Hindustan Unilever uses change management solution from SAP to synchronise software development across all its offices in India.
To achieve their primary objective of reducing operational costs while improving customer serivce, Telkomsel chose Sword Ciboodle to revolutionize their core customer facing processes. Today, Telkomsel maintain their lead position in a highly competitive market via a strategy to differentiate through their customer service.
With high expectations for service and overall project execution, and because the company sold its products through a network of dealers, Asian Paints, India's largest paint company, lacked visibility into the entire painting process and the needs of the homeowner. This situation prompted Asian Paints executives to explore ways to establish a more direct link to the end customer. This case study is their story.
Executives at Enpirion, an analog semiconductor company, wanted to know what they were getting before they bought a new CRM system for their rapidly growing business.
This case study highlights the importance of proper planning, strategic thinking and a willingness to embrace a radical idea to achieve transformational change across the entire enterprise. Coca-Cola Hellenic Bottling in Greece not only pulled off the merger of two smaller bottling businesses into one big company, but did so with startling positive results.
Using IT to support innovation plays a key role in upholding Zhengzhou Yutong Bus Co. Ltd.’s business philosophy. The company is Asia’s top large-scale bus manufacturer and has achieved remarkable success by adhering to a simple philosophy: supply products with maximum value to customers while ensuring reliability and durability. To support the company’s growth and expansion into new markets, Yutong has used IT to enable a series of transformation projects to become a customer-centric enterprise.
Bangkok-based Hyro Asia Limited is a provider of online application development services to large businesses. Hyro Asia uses information stored in Oracle CRM On Demand to better promote the organization to customers and software developers, help improve the work environment, and identify and get closer to its top performing accounts.
Faced with increased competition to attract top notch students, the China Europe International Business School (CEIBS) realized it needed to invest more resources to cater to the needs of students, alumni, lecturers, and administrative staff. In particular, the school wanted to ensure students were taken care of before, during, and after their studies.
When Prudential Asset Management needed to bolster its client relatinship, the company the SAP® Customer Relationship Management application at its joint-venture asset management business in India before introducing it to other Asian locations. The solution is helping to drive growth and improve customer and distributor satisfaction by enhancing collaboration among marketing, sales, and customer service teams.
Knowledge Central Multiple
Knowledge Central
Customer serving organisations have always faced a demand dilemma. This paper lays out the reasons why contact centre strategy is changing, outlining the benefits of the different solutions out there, and provide practical guidance to how to move to a hosted or virtual model.
Shrinkage can be one of the more elusive metrics in the contact center, but don’t underestimate its power. If properly measured and managed, the use of shrinkage can enable contact center leaders to achieve the ideal balance of productive and unproductive time. Unchecked shrinkage will negatively affect service levels and the overall contact center budget.
Operational risk is an ever-present challenge of the banking industry, inhibiting performance and reducing profits as banks need to keep adequate reserves of capital to cover potential losses. But in recent years, corporate wrongdoing, high-profile fraud and major process failures have put the dangers of operational risk – and the consequences of poorly managing it – in the spotlight. This case study looks at how Woori Bank in Korea went with analytics to reduce its operational risks.
This case study is about how Hindustan Unilever uses change management solution from SAP to synchronise software development across all its offices in India.
Cell phone activities are a great way to encourage team building in call centers. This chapter outlines a few cell phone activities call center managers can use to introduce new employees to the call center team and break the ice in the office.
In order to develop a strategic Internet marketing plan marketers need to understand where their customers and potential customers are going for information. Companies have the potential to succeed if they effectively target these customers with innovative and strategic Internet marketing techniques through the use of social networking sites and Web 2.0 technology.
What specific techniques could you suggest to lower average talk time for inbound order entry/ customer service calls on an agent level? (i.e.: call phrases, call control techniques etc.) For example, many of the extended calls seem to be when a supervisor is requested ... Is there a way to educate the agents in techniques to avoid supervisor escalations? Or is there a way to de-escalate a caller immediately requesting a supervisor?
Handling customer interactions isn't always easy, since every interaction is unique and different customers present different challenges. We've put together this list of the things call center agents and customer service reps should and shouldn't do during a call center interaction.
